Manager Management
Resume:
Darrell Sorrells
***************@*****.***
http://www.linkedin.com/in/darrellsorrells
Business Operations & Development Management
Dedicated results oriented professional with the proven ability to increase
revenues and reduce costs. Recognized for successfully turning around
underperforming departments. Considered to be a motivator that can bring
order out of chaos and make the difficult decisions that are required to
move a company forward.
Profit & Loss Responsibility
Project & Program Management
Asset & Portfolio Management
Customer Relations & Support
Risk Avoidance & Loss Mitigation
Resource Planning & Allocation
Regulatory Compliance & Due Diligence
Credit Policies & Collections Procedures
Quality & Process Improvements
Budget, Cost & Internal Controls
Vendor & Outsourcing Liaison
Organizational Development
Extensive experience in management leadership, operational excellence,
employee development and problem solving in several diverse financial
servicing organizations. Highly developed communications, organizational,
analytical, and interpersonal skills coupled with the ability to understand
how to navigate in a high volume constantly changing environment.
Selected Career Accomplishments
Employee Involvement stabilized and brought all KPI metrics to best
practice level by setting objectives and management oversight and follow
through to ensure what was measured was being inspected. Through continued
coaching and development of the employees, increased productivity and
lowered staffing costs by 25% to 40% in all situations.
Requested to shut down a division in international location and move to new
center of excellence within a very tight 3-month time frame. Responsible
to recruit, hire, train, cover any process gaps, and ensure the new
location was operational within the timeframe given. Closed the
international site down and opened the new department at our center of
excellence meeting our deadline. After 2 months, operations were
performing ahead of the previous year's results and did this with 25% less
employees.
While serving as Senior Manager of Back Office Operations / Training at DE,
was requested to help the customer care team get their operational metrics
back in line. For the previous 3 months their service levels were running
from a low of 20% to a high of 60% when 80% is the expected minimum level
of acceptance. Within one week of directing the team, they were
consistently meeting the 80% level on a daily basis and with the processes
put in place it was never missed on a monthly basis again.
As Senior Manager of Active Accounts with DE, took on the responsibilities
of building a separate and stand alone collections unit. Supervised
staffing and training of new employees (reduced from budgeted 150 to 75)
and still managed to not only meet but exceed on all levels. Service Level
as at 88% when 80% was acceptable. Decreased the handle time for each call
from over 400 seconds to around 270. Increased the dollars collected by
agents from a $40K monthly average to over $65K. No KPI was missed and
continued to work on improving processes. Overall active bad debt reached
new company lows that had never been achieved before.
Completed a course called "CLEAR Manager" while at Fremont. As part of the
graduation ceremonies, presented a proposal to all of Senior Executive
Management. Was approached by Senior Management to take over managing the
Ontario site as a training manager. Led development team and trainers to
reduce in half the time that previously had been able to deliver training
to the business. Requested by Head of Operations to sit in on all senior
leadership weekly meetings as a participant to bring about change within
the business.
Assumed the role of Collections Manager for Fremont. Over the course of the
first 4 months, improved team metrics by 25% by implementing a skill ladder
approach to coaching and development. Identified agents that were in the
most need of coaching for this implementation and brought pinpoint accuracy
into what area any agent required additional coaching and training.
Improved the metrics and became consistent in improving our frontline
manager coaching skills to develop a stronger talent base within the
organization.
With Homecomings Financial pioneered concept utilizing a counseling agency
to help clients gain access to help with budgeting that they may not
receive otherwise in their quest to keep their home. Began the process by
reaching out to a counseling agency. Contacted by executive senior
management and worked with an executive senior leader who had the contacts
to build the Credit Counseling Resource Center which became standard across
the industry. Similar programs are now being utilized by every major
mortgage servicer including Fannie Mae. In the first year saved over 2500
homes from foreclosure at an average loss of $50K per home.
Assumed the role as Business Leader over the Home Equity portfolio with GE
Capital Mortgage. Managed a Home Equity Portfolio to its lowest delinquency
rate in history of the company. Reduced the delinquency rate 50% over the
previous year. In addition, was given the added responsibility of
transitioning the team from Houston to California. Maintained the same key
KPI metrics and improved Loss Mitigation results by 100% over the previous
year.
Professional Experience
DIRECT ENERGY, Ennis, TX, 2009 - 2012
Senior Manager, Customer Care Insource
Managed staff of 150+ at multiple sites focused on the customer experience
and retention levels. Other responsibilities during tenure included Senior
Manager Back Office Operations, Senior Manger Active Accounts and Senior
Manager of Learning and Development
. Lowest bad debt ratio ever attained during tenure as Senior Manager,
Active Accounts. Results achieved at the same time reducing staff size
by over 1/3
. Back Office Operations staff reduction of 30% while still maintaining key
performance metrics
FNMA (FANNIE MAE), Dallas, TX, 2008 - 2009
Portfolio Manager
Risk Manager specializing in reducing frequency and severity at servicers,
with emphasis on home retention and managed liquidation within a chaotic
economic climate
. Partnered with mortgage servicers to improve KPI efficiency in Loss
Mitigation arena
. Improved loss mitigation workout options threefold over previous year
through managed risk pipeline initiatives and additional workout options
FREMONT INVESTMENT AND LOAN, Ontario, CA, 2005 - 2008
Collections Manager
Managed staff of 75 Collectors, with emphasis on reducing frequency and
improving home retention with occasional responsibilities as Quality
Assurance Manager and Site Training Manager
. 25% improvement of team metrics utilizing skill ladder approach to
coaching and development
. 20% reduction in foreclosure referrals through toolbox expansion project
HOMECOMINGS FINANCIAL, San Diego, CA, 2001 - 2005
Contact Center Manager
Site Collection Manager, overseeing upwards of 100 in staff size, with
additional responsibilities over vendor management and workforce management
. Instrumental in creating the Credit Counseling Resource Center which
improved rating agency results and has become industry standard
. 30% reduction in foreclosure referrals through foreclosure repair and
smart referral initiatives
AMERIQUEST MORTGAGE CORPORATION, Orange, CA, 1999 - 2000
Collections Manager
Responsible for staff of 150 Collectors with additional duties ranging from
Welcome Call to Foreclosure Committee
. Achieved company budget savings through staff and delinquency
reductions
. 15% improvement in contact rates with experienced strategy planning
GE CAPITAL MORTGAGE SERVICES, San Bernardino, CA, 1997 - 1999
Home Equity Collections & Workout Business Leader
Collections and Loss Mitigation Workout Manager for the Home Equity
portfolio
. 100% year over year improvement in Loss Mitigation results
. Lowest delinquency in history of Home Equity portfolio
FROST-ARNETT COMPANY, Houston, TX, 1994 - 1997
Division Collection Manager
Responsible for office management collections on portfolio of business and
building client base
. Established 2 new satellite offices with 2 major hospital groups
. Monthly company profits for division at all time high during tenure
Education & Training
BS, Radio-TV and Business Administration (minor), East Texas State
University, Commerce, TX
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