Project Manager Customer Service
Resume:
Douglas Allen Smith
Rapid City, South Dakota 57701
605-***-**** (cell)
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Summary of Qualifications
Finance and management professional covering more than 20 years of outstanding
business and product development experience. Effective combination of
leadership/training skills, operational expertise, as well as technical and business
improvement experience. Ability to quickly learn new concepts and systems. Skilled in
identifying business / client needs and influencing all levels and areas of the organization
including technical, operational and creative functions. Exceptional problem solving and
analytical skills. Self-motivated, decisive, organized, reliable, comfortable working with
demanding deadlines, attention to detail. Articulate and professional representative of any
employing organization.
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Professional Experience
Pioneer Credit Counseling (1/11 to present)
1644 Concourse Drive, Rapid City, South Dakota
Project Manager
• Generate reports for call center – Daily, weekly and monthly reports.
• ISO Internal Audit Manager – audit staff to ensure adhering to company polices.
• Housing Counselor – (HECM certified) Reverse Mortgage counseling, assist
clients concerning delinquency of mortgages, budget review, credit review, loan
modifications, foreclosure avoidance assistance, Pre-purchase counseling.
• Attorney relation- contact attorney offices to build attorney clients.
• Debt Management Counselor – help clients nationwide to control excessive debt
by enrolling them into our Debt Management Program.
• Bankruptcy Counselor – help bankruptcy clients nationwide to complete Pre and
Post Bankruptcy educational programs. Reviewing Budget, Debt Ratio and Net
Worth.
Call Flow Manager (1/11 to 2/12)
• Manage and monitor all calls coming into business and efficiently route calls
across networks.
• Document any thresholds exceeded by counselors and review the proper policy
procedures.
• Analyze call flow to insure efficient coverage of staff.
Implemented new reporting procedures and works directly with CEO.
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Moyle Petroleum (9/04 to 5/10)
2421 South Junction, Sturgis, South Dakota
Training Manager Northern Hills District
• Managed retail convenience store and training manager of all new hires for
Northern Hills District.
• Responsible for exceptional customer service, inventory, ordering, scheduling,
employee performance reviews, labor budgets, store cleanliness.
• Increased sales by month over month for past 5 years.
GreenTree Servicing (01/04 to 05/04)
Backend Collection Representative
• Contacted customers via telephone with past due accounts of 30 or more days and
resolved issues that caused delinquency.
Contemporary Services, Inc. (01/03 to 11/03)
Contract Underwriter
Mortgage underwriting position located in Ann Arbor Michigan and at home.
• Responsible for daily underwriting of mortgage loan applications for single &
multi-family residences, including condominiums, PUD.
• Loan authority up to $322,700.
• Underwrote according to Freddie Mac and Fannie Mae guidelines.
Conseco Finance Servicing Corporation (04/97 to 12/02)
Director of Real Estate Underwriting (08/02 to 12/02)
Managed division’s underwriting staff in Rapid City and Atlanta. Led the
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development of Conseco’s Conforming Loan program, which included
implementing a new application, training sessions for 31 regional offices and
program and product development from an operations perspective beginning at
the application stage to final funding.
Identified internal system improvements with emphasis on quality and cost
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reduction. Assisted with development of effective marketing strategies to support
manufacturer and retailer cross-sell initiatives.
Managed complex operational projects affecting multibillion-dollar division, its
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12 internal business groups, centralized Underwriting/ Processings.
Advised senior management of potential operational issues and contribute in
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assessing strategic planning objectives.
Researched and created processes for training and implementation of Government
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lending programs.
Dealer Control Manager (03/02 to 08/02)
Developed and implemented a new dealership review process. Helped in reducing
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company risks by overseeing quality, integrity of dealership financial statements
and fraud audit reviews.
Developed, implemented and managed all annual dealer reviews including
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approval, denial and re-activation. Ensured compliance with Conseco Finance’s
standard operating procedures.
Analyzed, established and implemented inter-divisional policy, procedures,
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compliance and technology.
Accountable for managing the 3500 dealer files to insure accuracy and integrity of
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the divisions multimillion-dollar manufactured housing loan portfolio.
Credit Investigation Manager (02/01 to 02/02)
Managed a team of 3 supervisors and 55 data entry and credit investigation
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associates.
Responsible for all department functions including scheduling, hiring,
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performance counseling, evaluations, promotions, and meeting quality and
production goals.
Ensured department compliance with all company, federal, and state laws and
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regulations governing credit applications. Provided input for department budget
and revisions.
Monitored staffing model to insure efficiency.
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Underwriter II (04/97 to 02/01)
• Conducted credit approval and underwriting of Land Home and Chattel loans.
Product offering included manufactured homes.
• Daily interaction with retailers and internal/external sales force.
• Advanced in management roles while developing superior knowledge of business.
Initiated training for credit managers.
• Project manager for due diligence review operations. Worked directly with senior
management on technology and operational improvements affecting production.
• Developed RESPA operations manual.
• Implemented RESPA Procedures company wide.
Harr Motors, Inc. (07/95 to 02/97)
Finance and Insurance Manager
Primary emphasis was deal structuring, bank relations, billing all contracts and
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processing all MVD forms required.
Responsibilities included taking application information from customers and
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submitting to banks for approval.
Able to sell multiple products to customers which included extended warranties,
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credit life and health insurance.
A-1 Beverage, Inc. (12/86 to 06/95)
Route Salesman
• Responsibility of selling, marketing and distributing beverage products to retail
outlets.
• Managed over 200 retail account relationships. Developed strong customer
service skills. Increased brand market share by implementing on-site specials and
product promotions.
• Was empowered to maximize efficiency of daily business operations. Strong
interpersonal communication skills contributed to success.
EDUCATION:
B.S. (Bachelor of Science), 1986
Northern State University Aberdeen, South Dakota
Majors – Business Administration in Management and Marketing
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