Experience

Boys & Girls Clubs of Greater Conejo Valley

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Director of Operational Support

  • May 2022 - Present

  United States Oversees Club administrative operations with primary concern for the organization’s day to day infrastructure maintenance, including facilities maintenance; telecommunications; information technology, including hardware; vendor and third party management; process design and evaluation; other administrative and operations services for the organization. Responsible for: o Managing team of three handling day-to-day support for functions such as IT/phone support, database management… Show more Oversees Club administrative operations with primary concern for the organization’s day to day infrastructure maintenance, including facilities maintenance; telecommunications; information technology, including hardware; vendor and third party management; process design and evaluation; other administrative and operations services for the organization. Responsible for: o Managing team of three handling day-to-day support for functions such as IT/phone support, database management, Office Management, Finance, Facilities Management, and Memberships. o Creating, configuring, and implementing membership and program information for 9 Club sites in MyClubHub (member management system). o Training all incoming staff on usage and capabilities of MyClubHub. o Working with Membership Coordinator, Club staff, and parents to ensure Members are properly enrolled, program fees are paid, and parents are able to successfully navigate the Parent Portal. o Working with Facilities manager to ensure Clubs are well maintained and safe for members, including routine maintenance and ad hoc repairs. o Bi-weekly payroll processing. o Monthly billing for school District partnerships.

• Director Of Process Improvement

  • May 2018 - May 2022

  Westlake Village, California, United States Manage: technology and related support requests for both staff and parents; establish and maintain vendor relationships; asset management and procurement; research and recommendation for vendors and systems; process improvement projects; facilities management; and systems administration for an organization with a $5MM budget. • Migrated 100+ staff to Office365 • Facilitated selection of new donor management database and move of ~ 5K donors from Daxko to Bloomerang • Facilitated… Show more Manage: technology and related support requests for both staff and parents; establish and maintain vendor relationships; asset management and procurement; research and recommendation for vendors and systems; process improvement projects; facilities management; and systems administration for an organization with a $5MM budget. • Migrated 100+ staff to Office365 • Facilitated selection of new donor management database and move of ~ 5K donors from Daxko to Bloomerang • Facilitated selection of new member management database and move of ~19K members and parents from Daxko to MyClubHub, resulting in $147K annual savings • Facilitated selection of new accounting database and move from Daxko to QuickBooks, resulting in ~$27K annual savings • Parlayed ~$20K in telecom savings into funding to lease computers for all sites • Coordinated repair/replacement of fixed assets across 10 sites • Coordinated repair/replacement of technology assets across 10 sites • Reviewed all contracts and vendor agreements to locate opportunities for cost savings across all sites • Process improvements across all functions to reduce manual time needed for processing • Project manager for new building construction with a $3MM budget



AmeriHome Mortgage Company, LLC

• United States
• Financial Services
• 400 - 500 Employee

• AVP, Servicing Operations Manager

  • Aug 2014 - May 2018

  Woodland Hills, CA Managing: settlement of funds between AmeriHome’s correspondent sellers and the subservicing vendors after loan purchase; assigning and resolving incoming requests and research items from sellers, borrowers and third parties, including escalated issues; incoming customer service calls; support for regulatory, internal, and external audits.  Implemented process improvement projects to reduce manual workload, including: o Ticketing system to handle approximately 4,000 incoming… Show more Managing: settlement of funds between AmeriHome’s correspondent sellers and the subservicing vendors after loan purchase; assigning and resolving incoming requests and research items from sellers, borrowers and third parties, including escalated issues; incoming customer service calls; support for regulatory, internal, and external audits.  Implemented process improvement projects to reduce manual workload, including: o Ticketing system to handle approximately 4,000 incoming email requests per month. o Automated process for logging and movement of pay histories received, eliminating manual work. o Semi-automated process in SalesForce for Early Payment Default and Reimbursement Request processes, improving reporting and tracking. o Onboarded customer service phone line and agents to PureCloud, providing a better customer experience, improved tracking, and reporting. o Implemented IVR to improve customer experience. Reduced incoming calls by 40%. o Created Confluence dashboard to provide improved tracking and visibility of regulatory audits. o Eliminated manual verification of fund posting for funds sent via wire by updating the posting instruction method.  Grew team from 1 member to 10 members supporting the following: o Identification, research, and resolution of borrower funds settlement between the sellers and the subservicer, ensuring funds were credited properly to the borrower's account. o Recovery of any outstanding funds from the seller. o Manage requests from sellers for reimbursement. o Servicing customer service phone line. o Escalated issue resolution, including partnership with Office of the President for escalated complaints. o Servicing research items (insurance payments outstanding, process questions, etc.). o Partner with AmeriHome Legal, internal, and external auditors to ensure all items needed for regulatory audits are obtained from subservicers and internal partners.

• Servicing Transfer Manager

  • Mar 2014 - Aug 2014

  Woodland Hills, CA Manage the flow of data between AmeriHome’s correspondent sellers and the subservicing vendors. -Successfully mapped data between Data Warehouse and subservicer. -Created procedures for loan servicing transfers and process exception resolution. -Coordinate weekly delivery of loan boarding data and loan image files to subservicer. -Managed increase of 700% in boarded loans from May through August 2014. -100% of loan boarding exceptions resolved within 24 hours of… Show more Manage the flow of data between AmeriHome’s correspondent sellers and the subservicing vendors. -Successfully mapped data between Data Warehouse and subservicer. -Created procedures for loan servicing transfers and process exception resolution. -Coordinate weekly delivery of loan boarding data and loan image files to subservicer. -Managed increase of 700% in boarded loans from May through August 2014. -100% of loan boarding exceptions resolved within 24 hours of detection. -Participate in subservicing vendor oversight via data analytics and loan audits.



Bank of America

• United States
• Banking
• 700 & Above Employee

• VP, PMO Consultant

  • Nov 2013 - Mar 2014

  Simi Valley, CA Successfully guides project managers and executives through governance process, ensuring compliance and operational policies are enforced. Performs quality checks on proposed project submissions to ensure completeness and accuracy. -Works with Project Managers to secure funding for a project portfolio amounting to $8MM. -Excels at providing seamless support and assistance to superiors, allowing Project Managers and Executives to align with business objectives and meet specific goals.

• AVP, PMO Consultant

  • Jul 2011 - Nov 2013

  Simi Valley, CA Primarily responsible for supporting project intake and governance for $20MM Servicing Operations’ project portfolio. -Developed, tested, and implemented capacity planning model for 35 Project Managers. -Effectively implemented resource planning model for approximately 50 projects, and maintained organizational charts for over 100 associates across multiple lines of business. - Created and implemented new processes and procedures to improve operating efficiencies and to ensure… Show more Primarily responsible for supporting project intake and governance for $20MM Servicing Operations’ project portfolio. -Developed, tested, and implemented capacity planning model for 35 Project Managers. -Effectively implemented resource planning model for approximately 50 projects, and maintained organizational charts for over 100 associates across multiple lines of business. - Created and implemented new processes and procedures to improve operating efficiencies and to ensure timeliness and accuracy of workflow; resolved moderately complex to advanced operational problems. Provided walkthrough/training document to line of business for reference post-implementation.

• AVP, Operations Project Consultant

  • Sep 2010 - Jun 2011

  Simi Valley, CA Acted as Project Consultant managing projects from concept ideation through documentation, testing, execution, and completion using Six Sigma methodology. Collaborated with business owners to develop and establish best technological plan and direction given needs. -Utilized various query methods (Access, ODBC, and SQL) during User Acceptance Testing to ensure data integrity. -Implemented semi-automated processes to maximize system corrections. Increased volume of updates from 1,500… Show more Acted as Project Consultant managing projects from concept ideation through documentation, testing, execution, and completion using Six Sigma methodology. Collaborated with business owners to develop and establish best technological plan and direction given needs. -Utilized various query methods (Access, ODBC, and SQL) during User Acceptance Testing to ensure data integrity. -Implemented semi-automated processes to maximize system corrections. Increased volume of updates from 1,500 per hour to 50,000 per hour. Provided walkthrough/training document to line of business for reference post-implementation.

• Business Analyst

  • Oct 2005 - Sep 2010

  Simi Valley, CA Acted as Project Consultant managing projects from concept ideation through documentation, testing, execution, and completion using Six Sigma methodology. Collaborated with business owners to develop and establish best technological plan and direction given needs. -Specifically chosen to facilitate data mapping for enterprise-wide data migration across servicing platforms. Successfully migrated 9MM first liens and HELOCs to new servicing system. -Utilized various query methods… Show more Acted as Project Consultant managing projects from concept ideation through documentation, testing, execution, and completion using Six Sigma methodology. Collaborated with business owners to develop and establish best technological plan and direction given needs. -Specifically chosen to facilitate data mapping for enterprise-wide data migration across servicing platforms. Successfully migrated 9MM first liens and HELOCs to new servicing system. -Utilized various query methods (Access, ODBC, and SQL) during User Acceptance Testing to ensure data integrity.

• Team Leader

  • Jan 2004 - Oct 2005

  Simi Valley, CA Managed and successfully led team of 15 permanent and contract employees. Responsible for overseeing quality assurance process for all acquired loan data. -Proactively identified areas in need of improvement within department; spearheaded development of additional data validation steps via Microsoft Access, ensuring accuracy and completeness. -Displayed polished communication, presentation, and training skills, proving ability to relate and convey complex technical information… Show more Managed and successfully led team of 15 permanent and contract employees. Responsible for overseeing quality assurance process for all acquired loan data. -Proactively identified areas in need of improvement within department; spearheaded development of additional data validation steps via Microsoft Access, ensuring accuracy and completeness. -Displayed polished communication, presentation, and training skills, proving ability to relate and convey complex technical information effectively to people of varied levels.

• Boarding Specialist

  • Mar 2002 - Dec 2003

  Simi Valley, CA Responsible for facilitating seamless transfer of data from previous servicer onto in-house platform. -Established ability to multi-task by simultaneously processing multiple deals of varying size and complexity. -Instrumental in successfully meeting all critical and stringent deadlines.

• Insurance Specialist

  • Nov 1999 - Mar 2002

  Simi Valley, CA Responsible for ensuring incoming insurance data was accurately set up for loan servicing. - Performed quality checks on acquired loan data to ensure loan was appropriately and accurately converted. - Provided exception information to boarding specialist for remediation - Worked with borrowers, insurance agents, and insurance companies to ensure adequate insurance coverage was in place, protecting investor interest in the property