Charlene Wilkowski

Evaluator
DISC Type : sdc

Contact Center Manager – Servicing Support at Mr. Cooper

Detroit Metropolitan Area, United States

Overview

Charlene Wilkowski is a Contact Center Manager at Mr. Cooper, specializing in mortgage servicing. With over a decade of management experience from roles at Mr. Cooper and Flagstar Bank, she focuses on team empowerment, operational efficiency, and regulatory compliance. She holds an Associates degree and a Nonprofit Essentials Certificate.

Outside of her direct role, Charlene shows a keen interest in personal development and motivation. Her shared content emphasizes resilience and the power of showing up even on difficult days, reflecting a mindset of perseverance and dedication. She also follows the activities of companies like Delta Air Lines and MetLife.

She has earned a Nonprofit Essentials Certificate, indicating a unique interest in the operations and management of civic organizations.

Personality Overview

Fast But Analytical

Quality Focused

Thorough Evaluator

They are not very likely to become strong advocates of your product or service  They focus on the results, but can still be quite procedural and analytical about how to get there They have a unique set of diverse traits where they are decisive and methodical but can sometimes be extra cautious and skeptical

Topics They Care About

Customer Support Leadership
Her headline is "Empowering Teams to Deliver World-Class Customer Support, " showing her focus on leading and developing high-performing service teams in high-volume environments.
Mortgage Servicing
Her entire career focus, from representative to manager at both Mr. Cooper and Flagstar Bank, has been within the complex mortgage servicing sector.
Regulatory Compliance
A key responsibility in her current role is ensuring her team maintains full compliance with all federal regulations related to mortgage servicing.

Media Appearances

Charlene has no verified media appearances

Work History

4-2025
Contact Center Manager – Servicing Support at Mr. Cooper
10-2013 - 4-2025
Contact Center Supervisor at Flagstar Bank

Education

Associate's degree from Mott Community College

More Information

Social Presence :

Prographics :

Exp : 12 Location : Detroit Metropolitan Area, United States Job Level : Middle Designation : Contact Center Manager – Servicing Support at Mr. Cooper
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Insights For Selling To Charlene

During A Call Or A Meeting

DO's

  • Be prepared for comments or questions that are critical of your product or your claims
  • Help them weigh the risks by sharing objective proof points instead of anecdotes and examples
  • Showcase your competitive superiority clearly when possible or address it at the minimum

DONT's

  • Don’t nudge them to do something by using the logic that others have done the same
  • Avoid inviting them for any social interactions until you have built some rapport with them
  • Avoid too much small talk, just a few formal pleasantries should be fine

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Charlene is

  • ROI matters the most to them, followed by process and finally proof of results
  • Will you ever get a clear answer from Charlene

  • They might hesitate a little, but will go ahead and say no when necessary (or asked)

Insights For Deal Planning

    How fast (or slow) will Charlene move?

  • They are unlikely to move very fast, especially when it comes to new products or services
  • Can Charlene take some risk or not?

  • They have relatively low risk-appetite and are not very likely to go for something unproven and risky

You And Charlene

Personality Compatibility


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