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- Dynamic Leader who offers a background in Mortgage, Finance, Insurance, and Banking, and exhibits talent in Operations Management, Team Building / Training, Account Management, Strategic Analysis / Planning, Process Improvement, and Regulatory Compliance while showcasing an ability to see the big picture at all times.
- Top Performer who boasts above-average career results, and can make sound decisions to reflect positively on operations in alignment with a company s vision, value, and goals to attain a significant competitive advantage.
- Excellent Communicator who builds and sustains synergistic relationships with C-level executives, business / operational teams, and clients, and is skilled in project management methodologies to generate significant cost savings, redesign business practices, resolve account challenges, and maximize productivity and profits.
Capitalized on the opportunity to profitably manage five client accounts, including accurately handling hazard claims processes for foreclosure inventory, as well as meeting tight SLAs and maximizing recoveries.
Led targeted decision-making among a top-performing team of 45 exempt and / or non-exempt employees, including coordinating and delivering ongoing training and providing objective monthly and annual reviews.
Contributed sharp analytical abilities toward handling all facets of forecasting and labor cost / staff estimations, along with managing a department budget, drafting periodic reports, and counseling managers.
Successfully acquired $240 million in annual revenue.
Increased productivity 40% via new production standards.
Personally developed detailed policy and procedures guides.
Consistently scored within the 99th percentile on client scorecards.
Achieved a 43% reduction in FTE via automation and process improvements.
Maximized business success by mentoring and managing a results-focused group of seven teams encompassing 150+ staff members engaged in homeowner loans, including proactively developing and implementing training and / or policy introduction plans and evaluating procedures to boost the bottom line.
Collaborated with Fannie Mae and Freddie Mac organizations and other investors, along with instituting Phase 1 of a Single Point-of-Contact for OCC regulations which was instrumental in driving overall success.
Drafted and processed monthly reports, and participated in special projects to ensure seamless operations.
Ensured strict compliance with government regulations via cross-functional communications.
Conceptualized and developed a collections call model implemented for mortgage collection staff.
Proactively coached Unit Managers to higher performance and promoted three to supervisory roles.
Led forward-thinking operations for two outsourcing sites and 300+ staff engaged in delinquent collections.
Strategically steered coordination and management of meetings to track monthly and quarterly reporting.
Launched three new dynamic domestic and international websites.
Implemented outsourcing, program co-development, and site operations efforts.
Played a vital role in cost-effectively managing maintenance and security for $4+ million in unit equipment.
Received Overseas Service & Army Service Ribbons and four Achievement & National Defense Service Medals, and was recognized with Expert Rifle / Grenade Marksmanship and Expert Infantryman Badges.
Public Adjuster s License State of Xxxxxx
Independent Counseling ￨ Dealing with Unacceptable Employee Behavior ￨ Communicating with Diplomacy
Managing with Impact / Within the Law ￨ Behavioral Interviewing ￨ Targeted Selection ￨ Project Management
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