Operations Team Leader Captain Resume Example

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(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Customer relationship management
  • Budgeting and cost control strategies
  • Staff supervision
  • Policy development
  • Staff development
Education and Training
Lansing Community College Lansing, MI Expected in : Psychology - GPA :
Intrust Bank - Operations Team Leader, Captain
Salina, KS, 04/2012 - Current
  • Provide leadership to a group averaging 12-15 team members within the Operations umbrella.
  • Conduct monthly evaluations and one-on-ones to help team members determine opportunities and build skills in their career paths to leadership or subject matter experts.
  • Developed audit scoring model and rewrote compensation plans to adapt to new goals for several team roles.
  • SME for current training materials and assist with troubleshooting team member pain points with all processes.
  • Experience Leading numerous career areas including TPO Frontline, Vendor HOI, Post-close MCVT, Index, Alias, as well as others I led as needed to assist in client relations and The Source.
  • Skilled presenter who has filmed PSA’s and training modules for inter-FOC projects.
  • Areas of expertise include, but are not limited to: AMP, EPIC, OnBase, Doc Viewer, Luna, MSP/Black Knight Financial Services including Passport, Director and Navigator, Microsoft Office Suite, OneNote, Cherwell Service Management, ATLAS, LivePerson, Bomgar, LOLA, CARI, Captiva, and UNIX.
  • Resolution Advocate Team, : Provided assistance for escalated loan processes to streamline client experience.
  • Assisted in leadership of a team of high-level specialists designated with researching loans for coaching and process improvements.
  • Reviewed team research and findings for DOA and fallout loans.
  • Conducted deep dives into banking, underwriting, and suspense issues to rectify client service issues and successfully close failed folders.
  • Helped create and train an escalated callback program to assist clients with issues requiring follow up.
  • Handled escalated communication for our Executive level team members.
  • Origination Team, : Guided team to accomplish goals and provide coaching to improve team member productivity and overall growth.
  • Extremely knowledgeable in the processes and programs for all Quicken Loans mortgage-related companies and products.
  • These include: Quicken Loans Origination and Servicing, QLMS/TPO, One-Reverse Mortgage, Title Source Inc/Amrock, and Rock Connections.
  • Trained and skilled in both origination and servicing of mortgage loans.
  • Assisted in writing and fact-checking training materials for origination advocates.
  • Nominated for Gilbert Award for Excellence in Innovation by completing a 12-month process to overhaul the screen sharing capabilities of the company.
  • Provided constant on-floor coaching and assistance for full origination floor.
Meijer Great Lakes Ltd - Properties Technician
City, STATE, 11/1995 - 03/2011
  • Equivalent to Properties Manager; reports directly to Store Director or Regional Properties Director) Duties entail direct responsibility for repair and preventive maintenance of each retail property.
  • Contracting and budgeting of all costs and labor involved with the properties budget allotted to each retail location.
  • Reduced operating budget by 35% at two retail locations.
  • Maintained up to 7 retail locations at one time in the southeastern Michigan area.
  • Reduced hiring of outside contractors by over 70%.
  • Instituted a controlled program that streamlined held inventory and reduced overspending.
  • Consistently excelled in health and safety inspections at both retail locations.
  • Created documentation system of preventive maintenance programs covering 12 miles of industrial conveyor systems.
  • Supervised and scheduled labor for 8-man preventive maintenance shift which realized a 20% decline in lost production time due to machinery failure.
  • Responsible for several major warehousing projects with actualized savings in the tens of thousands by using house labor as replacement for external installation contractors.
  • Responsible for creation and design of numerous patented applications to improve efficiency of existing machinery.
Lansing Community Credit Union - Banker
City, STATE, 06/1994 - 10/1995
  • Processed and examined loans for accuracy of data, processing applications and insurance write-offs.
  • Eliminated backlog of unprocessed work by voluntarily cross-training in other areas.

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Resume Overview

School Attended
  • Lansing Community College
Job Titles Held:
  • Operations Team Leader, Captain
  • Properties Technician
  • Banker
  • Some College (No Degree)