The escalations were coming faster than anyone could log emails. We could not hire people fast enough to log the emails and phone calls and respond to them.
It was 2009 and the US Housing Market was in deep crisis following the market plunge and subsequent loan defaulting. Kim
Morris took over the escalations (customer inquiries) department as a new director to manage the volumes and influx of
requests from all sources.
Fannie Mae hired Clarifire to develop an Inquiry Resolution Engine. Kim knew the project had to be immediately re-scoped to meet the demands of the current situation. Quickly!