Customer Service Manager

James S. Vaughan

**** ***** **** ****, **** Haven, UT 84401

Home: 801-***-**** Cell: 801-***-****

********@*****.*******.***

SUMMARY OF QUALIFICATIONS

. Leadership and management skills

. Process improvement and cost savings through innovative analysis

. Self-starter with a high degree of integrity and work ethic

. Proven experience in all phases of project planning and personnel

management

. Focused on customer relationship management, working with business

leaders, including Chief Executives and major program leads.

. Able to write reports and business correspondence for external and

internal contacts

. Extensive management and customer service experience

. Dedicated, dependable, hardworking, flexible and able to multitask

. Proficient in all Microsoft Office applications specifically Excel,

Access, Word and Internet Explorer applications as well as Crystal

Reports, and SQL

. Detail oriented with a high attention to quality

EXPERIENCE

12/07 - 05/10 Utah State Board of Regents Salt Lake City, UT

Manager, Document Services

. Acting custodian for collateral required by US Department of Education

Federal Student Loan Program

. Agency contact for administration and oversight of relationship of State

Mail distribution for all State Board of Regents sub agencies, including

negotiation of terms for large scale, agency related mailings including

delivery of materials and project deadlines

. Oversight and administration of imaging system used during the course of

business of various business units as electronic record of documentation

. Negotiation and oversight of contracts related to third party outsourced

projects

. Oversight and administration of Records Management process including but

not limited to coordination of archival and disposition of records as it

relates to GRAMA regulations

. Management of staff including coaching, training and disciplinary action

11/06 - 12/07 Select Portfolio Servicing Salt Lake City, UT

Client Relations Manager

. Liaison between Credit Suisse loan sellers and Select Portfolio Servicing

. Client contact for Credit Suisse for review of customer complaints

. Provide previously prepared reports and creation of Ad Hoc reports as

requested

. Communication between Select Portfolio Servicing and various sellers to

locate and ensure proper application of borrower payments

. Interdepartmental facilitator of process improvement

. Ensure compliance to state and federal regulations established by the

FTC, including, Fair Lending, RESPA, GLBA

. Purchase compliance and investor notification of Early Payment Default

(EPD) loans

. Loan level audit and project completion through timely follow up and

process monitoring

. Development of business presentation used in presenting organizational

outlook to investors

. Review and oversight of adherence to servicing contracts for investor

specific business requirements

05/03 - 11/06 Select Portfolio Servicing Salt Lake City, UT

Document Control Supervisor

. Train and implement new processes for strengthening customer satisfaction

. Created indexing accuracy database reducing error ratio from 5% to 0% in

first six months of implementation

. Implement tracking and reporting methodologies and performance for multi-

image sources

. Involved in recommending changes in process strategies based on portfolio

performance

. Assists with the development of critical policies and procedures for the

department

. Responsible for maintaining and reconciling various large sized image and

loan transfers

. Maintain excel spreadsheets for heavy volume of accounts containing

multiple images

. Work closely with IT department in obtaining various data for reporting

purposes and process improvement

03/02 - 05/03 Fairbanks Capital Corp. Salt Lake

City, UT

Data Integrity Supervisor

. Involved in recommending changes in process strategies based on portfolio

performance

. Experience with managing the due diligence process

. Extensive knowledge with closing documents and all supporting

documentation

. Maintained excel spreadsheets for accounts containing multiple pieces of

data

10/00 - 03/02 Fairbanks Capital Corp. Salt Lake

City, UT

Year End Coordinator/MSP Operations

. Utilized tax knowledge for tax file review

. Maintained excel spreadsheets for accounts containing multiple pieces of

data

. Provided duplicate and corrected tax forms to shareholders and Clients as

needed

. Coordinate delivery/pickup of data from third parties

10/98 - 10/00 Fairbanks Capital Corp. Salt Lake

City, UT

Special Loans Analyst

. Worked with adjustable rate mortgages (ARMs) and mortgage accounting

experience

. Involved extensively in the services of sub prime and Alt A real estate

loans

. Provided outstanding service with minimal error and quick turnaround

times

. Recommended changes based on examination of loan and financial data

08/97 - 10/98 Fairbanks Capital Corp. Salt Lake

City, UT

Data Integrity Analyst

. Provided outstanding service with minimal error and quick turnaround

times

. Assist with the process of analyzing data within MS Access

. Provide analysis of data for the purpose of special projects

. Review and suggest changes based on organizational standards

03/97 - 08/97 Fairbanks Capital Corp. Salt Lake

City, UT

Collections/Loan Councilor

. Provided excellent chargeback and collection services

. Discussed workout strategies with borrowers to become performing

. Initiate forbearance plans with borrowers amongst other financial

arrangements

EDUCATION

8/02 - 10/06 University of Phoenix, Online

Phoenix, AZ

. Bachelors of Science - Business/Management - Final GPA 3.57

1/07 - 3/08 University of Phoenix Layton, UT

. Masters of Business Administration - Final GPA: 3.87

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