Manager Resume Example
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MANAGER
Summary
Results-focused management professional offering over 10 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
Skills
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Experience
05/2016 to Current
ManagerAbm － Coppell , TX
- Manage a team of 10+ agents to exceed HUD claim goals resulting in an average of $250M in income from claims filed monthly.
- Perform side-by-side coaching, deliver performance evaluations, goal setting and quality assurance reviews.
- Provide support and training to both US and India sites regarding process changes and HUD Mortgagee Letter impacts on operations and servicing.
- Collaborate with internal and external partners to enhance processes.
- Established daily production performance reporting.
- Provide comprehensive review to senior management of third party contract adherence and performance.
- Project management.
- Proposed and implemented new production process that resulted in a 37% increase in production.
- Created a comprehensive training plan for the HUD Claims department.
- Consistently the top performing Manager between multiple sites.
11/2008 to 08/2017
Regional ManagerChurchill Downs Inc. － Louisville , KY
- Created start-up professional lender services business, InsideOut Field Services, providing inspection and default services.
- Hired on with JM Adjustment Services as a Regional Manager after working as an independent contractor.
- Manage up to 12 field agents located in California and Arizona including recruiting, training, performance evaluations, quality reviews, adherence to SLAs and terminations when needed.
- Collaborated with multiple departments to develop, test and implement an automated reporting system resulting in a 38% increase in productivity.
- Fiscal budgeting, accounts receivable, accounts payable, P&L management, marketing, contract negotiation and client relations.
- Streamlined agent reporting by implementing automated reporting system that resulted in a 48 hour reduction in turnaround time for client reporting requirements.
02/2003 to 11/2005
Learning and Development ConsultantCol Care － Morgantown , WV
- Requested by senior management to assume the Learning and Development Consultant position due to my continued success and contributions as a Collections/Operations Supervisor and Repossession Supervisor.
- Collaborated with operations and collections managers in multiple sites to develop best practices.
- Created, implemented and maintained effective training modules for both call centers.
- Participated in Due Diligence Audits with the Corporate Mergers and Acquisition team.
- Created and facilitated informative; engaging training material to over 100 collectors between multiple call centers.
- Managed a team of 20 collectors and operations clerks to achieve the lowest 60+ delinquency rate to date and the highest operational production results recorded.
- Forecasting and reporting delinquency and losses.
- Risk and loss analysis.
12/2000 to 02/2003
Loss Mitigation ManagerHeritage Federal Credit Union － Henderson , KY
- Managed multiple departments including repossession, legal, discharged bankruptcy collections and administration.
- Facilitated management meetings regarding multi-regional repossession budget planning, legal resolution rate projections and delinquency forecasting.
- Increased production by 25% by implementing automated referral process for repossession and legal action requests from the collection floor.
- Hired legal counsel for representation regarding foreclosures, obtaining a Writ of Replevin and litigation.
- Recipient of the coveted President's Club Award.
- Created and deliver monthly and annual performance reviews to effectively coach and develop team members.
Education and Training
Mesa Community CollegeBusiness Management Studies - Some college course work completed
Skills
Project management, Microsoft Office Suite expert, goal setting, coaching, staff training and development, performance reviews, excellent written and verbal communications skills, cross functional collaboration, work queue management, budget planning, Business Management, contract negotiation, client relations, quality assurance, recruiting, reporting.
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Resume Overview
School Attended
- Mesa Community College
Job Titles Held:
- Manager
- Regional Manager
- Learning and Development Consultant
- Loss Mitigation Manager
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