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Skills

  • Strategic planning
  • Continuous staff training and development
  • Risk mitigation strategies
  • Negotiation
  • Time management
  • First Aid/CPR
  • Customer relationship management (CRM) software
  • Organization
  • Supervision
  • Cross-functional collaboration

Work Experiences

  • Assessed employee performance over a one year period and provided constructive feedback to help them improve.
  • Achieved results within 6 months.
  • Achieved $7 yearly cost savings.
  • Identified process areas in need of improvement and implemented system program, resulting in a 15% increase in productivity.
  • Achieved a 55% year-over-year increase in customer satisfaction scores through service quality improvements and training enhancements.
  • Achieved a 71% year-over-year increase in customer satisfaction scores.
  • Welcomed new members and established and updated memberships in Lakeside Partners system programs.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Achieved President's Club for audit accuracy.
  • Achieved results over 18 months.

Summaries

  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • Costs were consistently reduced while profits were increased.
  • Professional who is both energetic and poised.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Encouragement manager and analytical problem-solver with abilities in team building, leadership, and motivation, as well as strong customer relations and relationship-building skills.
  • Loan Servicing Supervisor who is proactive and meticulous, with over 12 years of experience in the metric industry.
  • Dedicated to providing high-quality services and products.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Develop strategic business partnerships and relationships.

Accomplishments

  • Conducted regular compliance audits of loan portfolios, identifying and mitigating potential risk areas that could result in regulatory penalties.
  • Coordinated with bankruptcy attorneys to expedite case resolutions, preventing unnecessary delays and reducing settlement time by 42%.
  • Developed and implemented new loan servicing procedures that resulted in a 73% reduction in customer complaints.
  • Resolved product issue through consumer testing.
  • Collaborated with internal stakeholders to automate debt collection workflows, achieving a 80% increase in recovery rates.
  • Implemented change management strategies during a department-wide transition to new loan servicing software, minimizing service interruptions.
  • Led the completion of method, resulting in a 46% improvement in servicing efficiency and a notable increase in client satisfaction.
  • Developed and implemented an automated e-signature workflow system, cutting loan document turnaround times by 49%.
  • Collaborated with team of 5 in the development of system.
  • Guided the team through legislative updates in the Phoenix market, ensuring full compliance with the new regulations and avoiding penalties.

Affiliations

  • International Compliance Association (ICA)
  • Association of Information Technology Professionals
  • American Financial Services Association (AFSA)
  • Institute of Certified Bankers (ICB)
  • Mortgage Bankers Association (MBA)
  • Society of Corporate Compliance and Ethics (SCCE)
  • Project Management Institute
  • Society of Professional Accountants (SPA)
  • Freemason
  • National Association of Professional Mortgage Women (NAPMW)

Certifications

  • Certified Regulatory Compliance Manager (CRCM)
  • Certified Business Analysis Professional (CBAP)
  • Certified Loan Servicing Professional (CLSP)
  • ServSafe
  • Licensed Loan Officer (LLO)
  • Certified Fraud Examiner (CFE)
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Residential Mortgage Servicer (CRMS)
  • Accredited Asset Management Specialist (AAMS)

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