Mortgage Servicing Team Manger and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability.
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Emerging Leadership Program
Manager of the Month
Service of Excellence Awards
Top Performing Team
- Responsible for 22 associates in Plano,TX and Tempe, AZ.
- Manage RTNS Claims for FHA Government Loans.
- Manage VA Government loans.
- Manage RTNS Claims workflow across four different states.
- Created all training materials for department
- Updated all policy and procedures for LOB.
- Train all new hires for department
- Coach associates daily for performance.
- Created a SharePoint for department use.
- Send out daily reports to Senor Leadership.
- Managed 15-30 associates.
- Managed Held For Investor loans(HFI), Servicing for Others loans(SFO), also 1st and 2nd liens
- Coach and train associates.
- Managed delinquency stages 30-180 day accounts.
- Managed Centralized Dialer teams.
- Managed True Account Ownership Teams
- Managed additional associates that were responsible for Departmental Escalations.
- Created SharePoint for True Account ownership team to filter daily work.
- Side by Side Monitoring
- Call Calibrations
- Responsible for Customer Experience Surveys for three sites and build reporting for Senior Leadership
- Responsible for Voicemail Reports and departmental extension deployments.
- Responsible for 335 agents and Team Leads
- Managed delinquency stages 30-150 day Spanish and English accounts
- English and Spanish Call Listening sessions.
- Browse sessions
- Based on daily productivity report I would identify need for improvement and provide feedback to agents and their Supervisors weekly.
- Meet with Director weekly to come up with different strategies to improve performance.
- Facilitate Education to Team Leads and New Hire Classes.
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School Attended
- University of North Carolina at Greensboro
Job Titles Held:
- Officer, Mortgage Servicing Team Manager
- Mortgage Servicing Team Manager
- Outsourcing Liaison- Vendor Management
Degrees
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