Skilled and highly motivated business professional with a broad knowledge of the financial, tax
preparation and mortgage/title insurance services industry. Experienced in applying efficiency
improvement strategies to operational processes; workforce training and development; building
and maintaining strong client relationships; successful management of projects and adherence
to service level agreements; goal-oriented management of a large staff.
Managing team of 16 tax preparers and customer service professionals in two offices including interviewing, staffing, human resource and general managerial duties; creating weekly work schedules; dealing with office needs, maintenance issues, etc; escalation point for all client issues; coordination and implementation of local marketing plan.
Handle personal tax preparation portfolio of over 90 clients with a conversion rate of 92% and a retention rate of 94%.
Successfully completed the IRS Registered Tax Return Preparer testing process along with over 200 hours of continuing education courses through the company and maintain AFSP Certification with IRS.
Facilitated Income Tax Course with 100% passing rate and 83% hire rate.
Managed system administration group and several on site consultants responsible for the support and maintenance of critical business applications; Led application administration effort in multiple projects; Central coordinator for department's participation in the annual Sarbanes-Oxley audit; Primary liaison with external business units and vendors.
Proposed, presented and implemented a redesign of the system network structure for the CLASS system for expanded testing resulting in the elimination of on-site external consultants with an annual savings of approximately $250,000.
Designed and implemented an optimized business process for maintaining the loan processing documentation requests submitted by the business units.
This effort reduced turnaround time from 6 months to 2 months and decreased annual vendor costs by 75%.
Streamlined a change request submission process and built a documented service level agreement with the business units.
This resulted in a 75% decrease in turnaround time while increasing efficiencies in change management tracking and ultimately produced a noticeable decrease in the number of deficiencies identified in the Sarbanes-Oxley audit for 2006.
Directed a staff of 7 supervisors and 150 employees responsible for processing relocation transactions for Cendant Mobility; Responsible for operational reporting design, creation and implementation; Acted as business liaison to the information technology group.
Delivered customer service standards as negotiated with our client; Initiated relationship building; Performed general vendor management; Provided business support for multiple projects.
Implemented paperless documentation process.
This resulted in an annual savings of $36,000 in off-site storage costs and increase efficiencies in file processing.
In addition, it expedited the development of a system supported documentation creation module that resulted in a 30% decrease in manual document creation and improved headcount utilization.
Increased file-processing timeliness by 300%; increased documentation delivery turnaround to 20 days and decreased aged file inventory by 10 days by applying accurate system reporting, a file aging process and daily tracking of employee production.
Reevaluated performance metrics and proposed and implemented the inclusion of employee level caseload management that improved individual employee production, decreased costs and boosted customer service levels to the client.
Supervisor - [Formerly Apex Title Division a.k.a.
Active project member in the successful acquisition of Apex Title including designing and implementing a new production process for improved efficiency.
Managed multiple teams totaling 25 employees responsible for issuing final title insurance policies.
Participated in several major projects including testing and rollout of new software and acted as Project Lead for a communication process between PHH/Cendant Mortgage and the Preferred Closing Agent Network.
Created & developed new teams including recruiting, screening, hiring and training and designed and maintained a file tracking database to support the implementation of a formalized title claims process.
Education and Training
Masters Degree: Business AdministrationRowan University － Glassboro, NJBusiness Administration
Bachelor of Science Degree: Business AdministrationCamden County College － Blackwood, NJBusiness Administration