Open to opportunities

Regie Durana

@regiedurana

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Operations leader with 18+ years optimizing 24/7 service desks, collections workflows, and SLA-driven teams.

United States

Message

What I'm looking for

I’m looking to lead collections or back-office operations where I can own SLA/compliance, improve processes, and build accountable, high-performing teams—using reporting, coaching, and workflow automation to deliver measurable results.

I’m an operations leader with 18+ years managing high-volume call center and back-office teams. I’ve led multi-site 24/7 service desk operations with a strong, measurable focus on SLA, quality, compliance, and escalation resolution.

In my roles, I’ve owned staffing planning and scheduling, built performance scorecards and reporting, and coached supervisors to drive accountability. I’ve used process improvement to standardize escalation and reduce escalated call volume, while improving outcomes like call handling efficiency and first-call resolution.

Most recently, I’ve brought that same operating discipline into collections and technology-enabled case workflows—tracking pipelines, maintaining SOPs, and improving how teams communicate and automate work. I’m energized by environments where I can lead teams, strengthen governance, and deliver repeatable results.

Experience

Work history, roles, and key accomplishments

Current

Marketing Director

Current

World Financial Group / Round Table

Aug 2020 - Present (5 years 10 months)

Led the Round Table team, overseeing training, client acquisition strategy, and team development. Began developing multiple practice SaaS applications and applied AI tools to streamline client communications, ticketing, and case tracking.

Client Acquisition team development Financial Services Operations SaaS Product Development AI Workflow Automation CRM Ticketing Automation Ticketing automation

Case Manager & Technology Solutions Lead

Ting Enterprise (Ting Chiu)

Dec 2020 - Mar 2026 (5 years 3 months)

Managed high-value life insurance case workflows for HNW clients with face amounts up to $23M, coordinating with carriers and underwriters to keep cases moving through underwriting, approvals, and policy issuance. Owned remote technology needs (secure file-sharing, communication tools, and workflow automation), and maintained pipeline tracking with clear documentation and SOPs.

Underwriting Workflow Automation File Sharing

Senior Analyst

Keno Kozie Associates

Nov 2016 - Mar 2020 (3 years 4 months)

Supported a 24/7 help desk operation serving AmLaw 100 law firms, acting as the go-to resource for client escalations and procedures. Assisted management with SOPs and knowledge base updates and provided remote support and troubleshooting with clear, concise guidance.

Help Desk Management Technical Support Escalation Management SOP Development Remote Support Customer Support

Financial Systems Coordinator

Gordon Rees Scully Mansukhani

Aug 2017 - Aug 2018 (1 year)

Supported billing, collections, and accounts payable teams by ensuring financial applications (Aderant, InTapp, Chrome River) were functioning properly. Pulled front-end reports, wrote SQL scripts, and supported month-end procedures using Excel-based reporting.

Billing Operations Collections Support Accounts Payable Excel reporting Chrome River

Service Desk Operations Manager

Intelliteach (Frontline Managed Services)

Aug 2014 - Apr 2016 (1 year 8 months)

Led 24/7 service desk operations across Atlanta, St. Louis, and London with 100+ analysts across 9 production teams, maintaining 95%+ SLA across all shifts. Built a multi-layer leadership structure, delivered weekly scorecards and performance projections, coached supervisors on gaps, and improved outcomes by reducing average phone handling to 15 minutes, increasing first-call resolution, and cutti

Multi Site Operations SLA Management Operational Scorecards Process Improvement Escalation Management

Operations Team Manager

Intelliteach (Frontline Managed Services)

Mar 2011 - Jul 2014 (3 years 4 months)

Led daytime, after-hours, and overnight operational teams, improving ticket quality and maintaining a 98% quality average while resolving client complaints. Forecasted call volumes and reduced hold times to 5 minutes with zero abandoned calls, also reducing cost margins by 10%.

Call Center Operations Team Leadership Quality Management Performance Coaching Process Optimization

Help Desk Analyst

Intelliteach (Frontline Managed Services)

Jul 2008 - Nov 2010 (2 years 4 months)

Provided evening technical support for international and nationwide legal clients and produced quality tickets recognized by the CEO. Maintained a 98.7% call quality score while resolving complex customer issues.

Technical Support Ticketing Customer Service Quality Assurance Troubleshooting Call Center Support