Energetic professional with over 25 years experience in the timeshare and financial industry. Excellent interpersonal and communication skills, capacity to train others, management experience and customer service skills. Self-disciplined, well organized, proactive and proven ability to multitask. Strong skills in Microsoft Office suite of products.
Proficient in MS Office
Operations & Retail Branch Sales ManagerJan 2014 - Sep 2014 CENTRAL FLORIDA POSTAL CREDIT UNIONOrlando, FL
Reported to the CEO and served as an integral member of the senior management team.
Served as the operations management liaison to the board and audit committee; effectively communicated and presented financial matters at monthly management and board meetings.
Mentored and developed staff of 6 small branches using a collaborative approach; assigned accountabilities, set objectives; established priorities and monitored and evaluated results by conducting monthly team and one on one meetings.
Proven track record of success facilitating organizational change and development by implementing monthly compliance training, sales coaching, and documenting standard operating procedures for loans and deposits.
Uncovered savings of over 40K annually by researching and eliminating costs associated with under-utilized software programs, recognizing overlooked fee income and utilizing electronic delivery of documents vs.
Conducted phone shops to ensure staff is providing exceptional service.
Coached and documented plans for improvement when results were below expectations.
Designed a plan to implement a new call center opening 4th quarter.
Contributed to an overall branding project by working with the consultant, staff and management team to deliver an overall brand campaign and name change slated for first quarter 2015.
Directed and organized all facets of the credit union (70MM) daily operations including the responsibility of Compliance/BSA Officer and Security Officer.
Resolution Administration Manager & Title Services ManagerMay 2011 - Dec 2013 STARWOOD VACATION OWNERSHIPOrlando, FL
Manage three teams totaling 35 associates.
Responsible for the hiring of new associates, development plans for existing associates, performance reviews, training and career development.
Mentor three supervisors and three leads responsible for the daily operations of the teams.
Responsible for resolution of escalated owner issues from multiple departments.
Worked with the Owner Services team to ensure amicable resolution of ownership complaints.
Increased overall associate engagement measured by annual survey by delivering on set action plans to address associates feedback.
Oversee the production of deeds and recording instruments, the recording process, title policy production, clearing of complex title issues to ensure accuracy according to title insurance guidelines.
Defined Standard Operating Procedures for eight disciplines providing associates with set standards and metrics to ensure accountability.
Implemented phone training for associates responsible for answering owner questions relating to First Right of Refusal, Bankruptcy, Deed In Lieu of Foreclosure and Foreclosure processing.
Decreased the number of processing days for loan servicing team by 15% through analyzing and streamlining processes and evaluating vendor relationships increasing owner satisfaction in those process areas.
Identified inconsistencies within the Deed in Lieu recording process for the Bahamas product saving the company over $225K and preventing future overpayment in that process.