Experience

Wingspan Portfolio Advisors

• United States
• Wholesale
• 100 - 200 Employee

• Supervisor

  • Oct 2013 - Present

  ● Managed a team of Deed in Lieu Asset Managers who coordinate and facilitate deed-in lieu efforts with clients, borrowers, foreclosure counsel and other parties to the transaction.● Lead and coached a team of 13 managers in a manner that ensures high quality customer care focused on building and retaining valuable client/customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.● Prepared, and signed off on documents necessary for deed-in-lieu transactions● Reviewed title searches, title commitments, property preservation reports. ● Responsible for achieving organizational goals, training, coaching, developing and motivating staff.● Accurately assessing strengths and development needs of associates including timely and specific feedback and performance management. Providing challenging goals, assignments and opportunities for further development.● Developed and implemented effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our clients and borrowers. ● Reported and analyzed manager production systems and quality indicators. ● Selected as a Manager SME (Subject Manager Expert) based on knowledge of the deed in lieu process and ability to learn quickly and keep up with changes made to the policies and procedures. Looked at as a go to person among upper management, peers and staff. Show less

• Supervisor

  • Mar 2013 - Oct 2013

  ● Managed a team of Loan Document Analyst who review and analyze loan documents before being submitting to an underwriter for a loan modification.● Lead and coached a team of 13 analysts in a manner that ensures high quality customer care focused on building and retaining valuable client/customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.● Responsible for achieving organizational goals, training, coaching, developing and motivating staff.● Accurately assessed strengths and development needs of associates including timely and specific feedback and performance management. Providing challenging goals, assignments and opportunities for further development.● Developed and implemented effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our clients and borrowers. ● Reported and analyzed manager production systems and quality indicators. ● First new hire team project wide to consistently maintain monthly goal of 90% or greater in quality.● Initiated and developed individual and team contest, which have been implemented department wide. ● Selected as a Manager SME (Subject Manager Expert) based on knowledge of loan documents and ability to learn quickly and keep up with changes made to the policies and procedures. Looked at as a go to person among upper management, peers and staff. Show less



NTT DATA Services

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Analyst/Team Lead Assistant

  • Apr 2012 - Mar 2013

  •Worked on special project for independent foreclosure review. •Researched systems for required information and documentation. •Extracting documents into PDF files to add into the system. •Analyzed information and documents to determine if financial error or harm to the customer as a result of foreclosure proceedings. •Sent completes cases to the OCC auditors for review. •First researcher to complete 2 cases per day in a production week. •Above a 90% rating in quality scores. •Selected to be the team lead assistant/back up. •Conducted through reviews on returned QA reports for the team prior to submitting to OCC auditors. •Selected to speak in upper management meeting to discuss improvements to policies and procedures. •A go to person for questions amongst peers •Assisted with side by sides and coaching of team members •Investigated and answered complaints sent directly to the Office of the President for 1 of the Top 4 Financial Institutions. •1 of 3 Beta Testers selected project wide for Lombardi system training. •Worked test accounts and analyzed system for issues. Worked with Implementation Consultant to report back issues and suggestions. • Consistently measured as a top performer in each special project while exceeding quality goals. Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• Business Control Analyst II

  • Nov 2011 - Apr 2012

  ●Managed annual due diligence process by analyzing information and data on vendors for the various due diligence tests (many of which will be conducted by other Citi units such as Risk).●Worked with the Business to monitor complaints, incidents and issues (e.g., negative media reports from the surveillance tool), and implementation of CAPs.●Assessed and escalated issues identified to the relevant members in management and governance bodies.●Under minimal guidance, reviewed and wrote up vendor contracts for assigned business unit; Interfaced with vendors.●Reviewed vendor performance; resolves vendor issues within level of authority; performs due diligence.●Solved complex problems; Integrated in depth vendor knowledge with a sound understanding of business/ industry standards and practices●Pulled metrics from database to produce monthly vendor scorecards and management reports. ●Worked with business owners to validate sources of data if discrepancies ●Analyzed business scorecards of shared vendors to identify performance trends and issues.●Escalated vendor performance issues to the appropriate management and governance groups.●Designed/analyzed complex reports to satisfy management requirements. The design elements ncluded data content, format, source data, and the production process.●Wrote detailed and complex specifications for new report programs, spreadsheets and other devices to produce reports.●Drove results by directing resources/work/ projects and leading or mentoring other employes. Show less

• Team Lead

  • May 2008 - Nov 2011

  ●Managed day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals. ●Lead and coached a team of approx 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This included efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.●Built effective and strong team committed to delivering world class customer care and achieving organizational goals. Built an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff.●Accurately assessed strengths and development needs of employees including timely and specific feedback and performance management. Provided challenging goals, assignments and opportunities for further development.●Initiated and developed relationships with others throughout the business unit and the company in order to identify and understand customer and business needs; implemented solutions to improve effectiveness and results.●Created and fostered a trusting and engaging work environment with a focus on employee retention. Ensured a culture of accountability, integrity and respect.●Developed and implemented effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers. ●Identified and analyzed escalated problems and provided guidance to team members for resolution. Negotiated solutions and acted as a liaison with internal and external customers when necessary.●Reported and analyzed manager information systems, quality/timeline indicators. ●Managed team to meet goals within the budget. Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• New Hire Trainer

  • Mar 2006 - Feb 2007

  ●Trained, coached, and developed new hires prior to entering the production floor.●Prepared job aides and training material.

• Project Manager/Testing Analyst

  • Sep 2005 - Feb 2006

  ●Tested departmental letters and payment programs on dummy accounts before they were rolled out to general collection floor.●Thoroughly reviewed letters and payment plans for accuracy and any issues.●Identified process improvements and procedural challenges, while recommending appropriate solutions.●Prepared performance documents, job aids, and training materials.●Made strategy and process improvement suggestions. Communicated collection/risk strategies, policies, and procedures in accordance to contractual and regulatory guidelines.●Responsible for all self-assessment tests assigned. Tasked to resolve CATS issues for audit test fails in Outbound Collections. Show less

• Project Specialist II

  • Mar 2005 - Aug 2005

  ●Utilized skip trace tools to locate debtors.●Obtained good home address or place of employment.●Utilized skip trace tools to locate assets.●Obtained employment/wage information; bank accounts; or other assets debtors may own.●Effectively and timely communicated both internal and external POE/asset and residence information to the attorneys so the attorney can proceed with further legal collection efforts.●Negotiated with debtors for settlements/payment arrangements.●Assisted the attorney network in moving forward with legal collection efforts, including: filing garnishment, establishing payment arrangements, and negotiation of settlements, which meet Credit Acceptance settlement guidelines.●Worked defect reports, dialer jobs, and other tools required to maintain accounts in the correct statuses to ensure ongoing collection efforts are taken timely. Show less

• Senior Collector

  • Jan 2003 - Feb 2005

  ●Made outbound calls to customers with delinquent Secure Cards accounts. Also, receiving inbound calls.●Responsible for contacting delinquent customers, and obtaining past due payments on accounts.●Provided customer service by educating customer of account status and arranging payment.●Processed manual phone payments, settlements, special payment programs, and small balance write off procedures.