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Yyyyyy x. yyyyyy

Aberdeen, XXXXXX xxxxxx (xxx-xxx-xxxx



Qualifications for Senior-Level Business / Operations Management

Astute, Dedicated Business Professional Committed to Maximizing Your Growth-Centric Company s Bottom Line


Multi-Site Operations Management New Business Development Expense Control

Financial Servicing Consultative Sales Internal / External Auditing Team Building / Training

Multimillion-Dollar Portfolio Management Client Relations Asset Management Performance Management


Highly Accomplished Business Leader who offers solutions-focused critical thinking for insightful, change-oriented results to align with a company s vision, value, and goals. Out-of-the-Box Thinker who rises above business challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving marketplace scenarios. Excellent Communicator who develops synergistic relationships with cross-geographical executives, and who leads teams by example and with ethics and integrity to optimize success.


Professional Synopsis


CitiFinancial Servicing, Middletown, XXXXXX Toms River, XXXXXX 1998 Present


Vice President Call Center / Operations Manager (2010 Present)

Capitalize on the opportunity to lead CFS s forward-thinking and responsible liquidation vision while driving lucrative servicing center performance initiatives. Recruit, hire, train, mentor, and manage a top-performing team of 12+ staff responsible for controlling losses, yields, and operating expenses, as well as cost-effectively managing a $150-million multi-state real estate portfolio. Deliver superior customer service to build profitable relationships, reduce delinquency, and minimize losses. Spearhead customer-specific financial planning, budgeting, hardship, credit counseling, and insurance claims handling, as well as small business and investment product sales.


  Generated Satisfactory audit ratings via strict policy and CFPB regulatory compliance.

  Conscientiously managed highly regulated S.A.F.E. Act Consent Order to zero error tolerance.

  Reduced 30-day starting delinquencies 87% and increased auto-payment plan penetration 250%.

  Served as a four-time leveraged recipient of receivables based on performance and capabilities.

  Selected to begin closure of CFS s centralized offices in 2017, including running a pilot and assisting in drafting policies / procedures for remaining staff to handle customer inquiries after company closure.

  Honored as Northeast Area MVP (2014, 2015) and Northeast Area Leadership Award (2011, 2012).


Vice President District Manager (1998 2010)

Strategically steered up to 10 consumer finance branch offices in exceeding district-wide goals while emphasizing a commitment to sales and service excellence. Led a results-centric management and branch associate team, including training staff to manage branch portfolios and retain customers. Achieved short- / long-term growth via targeted new business development strategies for marketplace dominance. Ensured consumer loan investments complied with company policy and investment practices while maximizing profits and controlling expenses.


  Developed attainable goals for management staff and branches.

  Noted as a five-time winner of the Circle of Excellence / Chairman s Forum.

  Consistently passed audit scores via high-level transparency and internal controls.

  Personally trained and developed 4 Branch Managers to ultimately attain Vice President roles.


Pre-1998 CitiFinancial Experience Includes Rapidly Progressing from Initial Hire as Customer Service Representative to Assistant Branch Manager to Branch Manager Tasked with Driving Key Operations Growth; Recruiting, Training, Mentoring, and Managing Exemplary Teams; and Delivering Customer Service Excellence.


Education & Professional Development


Bachelor of Science in Business Management Xxxxxx College

Associate s Degree in Accounting Middlesex County College


Lead the Way Workshop Leading at CITI

UST S.A.F.E. Act Licensed Mortgage Loan Originator (NMLS #236190)

S.A.F.E. Act Licensed Qualified Individual Residential Mortgage Lender (NMLS #236190)


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