Vice President Operations
Startup / Turnaround / Call Center / Lending / Collections / Risk / Distressed Debt Life Cycle / Multi-Site / M&A
Mentoring & Training / Recruiting & Retention / Quality / Strategic & Tactical Planning / OD / Scorecards
As an award winning Operations Executive, I have been continuously promoted to increasingly responsible leadership positions for JP Morgan Chase, Citigroup, Conseco, Associates Corporation and others. My efforts consistently maximized top and bottom line performance under difficult market conditions.
Meeting competitive challenges, increasing market share
Turning around underperforming business units
Restructuring operations to maximize effectiveness and reduce costs
Designing efficient processes that improve productivity and customer response times
Recruiting and training employees to create self-sustaining teams
Key Skills: Proven ability to analyze complex business challenges and develop value added solutions. Demonstrated revenue and profit making skills. Ability to provide direction and develop business plans that support competitive advantage while achieving balanced risk and credit management programs.
My BA in Communications is from Virginia Tech University. I am also a graduate of the National Bank Card School of Management. Multiple time winner of the “Chairman’s Forum.”
Merger and Acquisition, Right Sizing Operations. JPMorganChase acquired Washington Mutual creating an overlap in call center process/personnel/sites. Closed two WAMU call centers and merged operations into existing JPM call centers. Reduced headcount by 40%, or approx 125 FTE, saving $5M.
Reducing Expenses, Maximizing Efficiencies. Overhead in JPM Cleveland call center was too high and performance was below acceptable levels. Closed Cleveland and reallocated work to Phoenix and Tampa centers. Reduced FTE from 175 to 100 with no degradation of performance. Save $2.7M in salary.
Implemented “Gain/Loss Analysis” Process, Reducing Foreclosure Review Time. Potential loan foreclosure review process was averaging an unacceptable 45-60 days. Implemented an expedited “gain/loss analysis” to determine equity. More efficient review allowed foreclosure process to begin 30% sooner than in past.
Reducing Delinquency, Improving Performance. $100B home equity portfolio experienced significant delinquencies. Reviewed all key performance indicators and determined portfolio was severely understaffed with limited calling opportunity due to time zone location. Added sites in Tampa, FL and Dallas, TX ultimately reducing overall delinquency from 6% to 3%.
Improving Efficiency, Reducing Delinquency Rates. GreenTree worked loans with an ineffective autodialer system and minimal risk segregation. Created 'front end,' 'back end, and 'high risk' departments based on risk scoring and loan to value factors. Decreased delinquency roll rates reducing foreclosure referrals by $25M monthly.
VP/Operations Manager, JPMorganChase, 2005 to 2009. Responsible for default servicing of $150B O/S Home Equity portfolio with oversight of 750 FTE in three call centers. Met servicing needs, managed delinquency, foreclosure & losses. Budget of $5M+.
VP/Operations Manager, CitiFinancial, 2004 to 2005. Oversaw four loan servicing call centers responsible for delinquency and loss control of $5B O/S Unsecured Personal Loan/Retail portfolio. Assessed servicing needs and built/staffed call centers to meet those needs.
Division VP, Conseco Financial Services (fka GreenTree Financial Services), 1998 to 2004. Responsible for forecasting, results and budgets for an $8.5B O/S Subprime mortgage portfolio and a $20B O/S Manufactured Housing portfolio. Re-engineered collections/default process with staff of 150 FTE.
Senior VP, FirstPlus Financial Services, 1997 to 1998. Handled 1st mortgage, HELOC, and unsecured mortgage debt cycle management and legal and foreclosure referral for a “125 LTV” portfolio.
Previously served in increasingly responsible roles for the Associates Corporation of America culminating in Vice President for Associates Credit Card Services with a staff of 200 in Customer Service.