Manager Quality Assurance

Michele Willis

**** ********* *****

Hanover, MD 21076

410-***-**** **********@*****.*** 443-***-****

SUMMARY

Operations Manager with experience establishing processes and procedures

that increase productivity and reduce errors. Expertise in managing people

and effective at developing teams who are capable of producing high volume

quality work to reach company's overall goals. Skilled at communicating

with all levels of the organization.

PROFESSIONAL EXPERIENCE

LEGG MASON, Owings Mills, MD 2006 - 2009

Operations Supervisor

Managed 1 employee in the daily processing of opening, funding,

terminating, and processing modifications to portfolios in 3 different

systems for 7 affiliates. The department opened an average of 40 new

portfolios and funded approximately $2.5M in assets monthly.

. Designed and developed quality assurance checklist to monitor

accuracy and consistency of worked processed on a daily basis resulting

in a 30% decrease in errors.

. Developed the first policy and procedure manual used in training of

employees and to comply with audit requirements.

. Established SLA (Service Level Agreement) with affiliates to ensure

all work was processed in timely manner.

. Aided in the design and creation of a database that recorded work

processed and generated reports for daily, weekly, and monthly use

resulting in the reduction of time utilized researching and collecting

data by 40%.

. Directly communicated and worked with 7 affiliates, vendors, and

internal departments to ensure proper set up of portfolios and respond to

issues to avoid billing, trading, reconciliation and performance issues.

. Managed the transition of 10 account control functions to a new

office location in order to create a specialized work center.

CITIFINANCIAL, Owings Mills, MD 2000 - 2005

Operations Manager 2003 - 2005

Managed 1 supervisor and 22 - 25 employees that processed on average $10M

in recovery payments on a monthly basis.

. Implemented new procedure for processing remittances that reduced

processing time by 50%.

. Incorporated a system for posting multiple branch payments that cut

processing time for payment posting to customers accounts by 20%.

. Facilitated weekly and monthly meetings with staff and senior

management to ensure proper procedures were being followed and to

identify and respond to issues.

. Received Key Contributor Reward and Recognition for the transferring

of functions to 3 different worksites, resulting in the smooth transition

of the Default & Recovery Operations process for the Payment Processing

Unit.

Operations Supervisor 2002 - 2003

Supervised 2 Team Leaders and 15 - 20 personnel in the daily functions of a

Payment Processing Recovery Unit.

. Established training procedures that reduced processing of new

accounts by 30%.

. Developed a training manual for all new hires within the department

and provided training for various other departments.

. Created over 20 policies and procedures for the Payment Processing

Department that improved overall audit rating by 25%.

Michele Willis Page Two

CITIFINANCIAL (Continued)

Team Leader 2000 - 2002

Maintained and monitored work volumes, streamlined procedures to increase

productivity and reduce errors, and reconciled general ledger accounts,

corresponded with accounting, field branches and collections departments to

research and resolve issues.

. Assisted Recovery Manager in supervising 15 personnel.

Senior Payment Processor 1999 - 2000

. Trained all new employees. Provided backup support for 5 payment

processors. Posted payments, reconciled bank deposits, maintained excel

spreadsheets, reconciled general ledger accounts.

PMDS (Professional Mail Distribution Services), Annapolis Junction, MD

1998 - 1999

Manager

Managed staff of 5 employees who were responsible for fulfilling orders,

billing customers and researching customer inquiries. The team averaged

over 2500 orders a month and approximately 2500 incoming calls a month.

Prioritized work-flows to meet daily and monthly deadlines.

. Communicated directly with association personnel to ensure that

standards and procedures were meant and to strengthen and maintain the

existing client relationships.

. Developed and implemented production standards to aid in evaluating

employees performance and to increase productivity by 15%.

NATIONSBANK, Columbia, MD 1994 - 1997

Supervisor

Supervised 7 loan processors in the daily operations of the Booking and

Funding unit of a $1B direct mail loan department which provided funds to

specialized consumer groups nationwide. The unit averaged 400 new and

renewal loans a month resulting in 1.5 million in outstanding loan volume

monthly.

. Documented and designed policies, procedures and workflows for the

Funding and Application Retrieval units to standardize and improve the

efficiency rating by 16%.

. Received a Service Advocate Award for training and documenting

procedures.

Professional Development

What Great Managers Do? - Legg Mason

Leadership Training for Leaders - Legg Mason

Myers - Briggs - Legg Mason

Asset Management 101-103 - Legg Mason

Business Writing for Professionals - Legg Mason

Supervisory Skill Training - CitiFinancial

COMPUTER Skills

MS Word, Excel, Outlook, PowerPoint

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