Customer Service Manager
Resume:
Kelli Y. Stonework
Clinton, MD 20735
**********@*******.***
OBJECTIVE
To obtain position in a company where I can maximize my strong project management, relationship management,
interpersonal and communication skills.
PROFESSIONAL SUMMARY
Resourceful management professional with advanced experience including, project management, business finance,
business analysis, customer service, presentation skills and relationship management developed in a Fortune 500
company. Advanced collaborative and negotiation skills; experienced in building strong working relationships with
clients and internal business partners.
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
FREDDIE MAC – McLean, VA
Vendor Relations Manager, 2001- Present
Establish and manage relationships with 65 Loan Origination Software vendors and Mortgage Service Providers who
build interfaces to Freddie Mac technology. Manage projects to retire legacy technology and support the adoption of
XML (Extensible Markup Language) and GCS (Generic Connect Services) across multiple business areas.
• Completed over 100 adoptions from legacy technology to GCS resulting in a $250K/month cost savings.
• Received a 4.6 out of 5.0 rating from the vendor satisfaction survey for 7 years as a Vendor Relations Manager.
• Received a Premier Achievement Award for moving vendors from legacy technology to XML while maintaining
strong relationships with the vendor community.
• Worked with legal counsel to reduce the vendor license contract from a 20-page document to a 7-page renewal
license contract.
• Prepared and delivered PowerPoint presentations to Freddie Mac customers during industry conferences held in
multiple states.
• Panelist for the Freddie Mac Speaker Series for college interns.
• Conducted training sessions to ensure all internal impacted departments are trained and prepared to support the
initiatives within their departments.
Customer Management and Technical Integration Senior Representative, 1999 - 2001
• Primary liaison between multiple Freddie Mac business areas and over 50 Loan Origination Software vendors.
• Provided design and implementation of internal and external communications plans for corporate initiatives.
• Scheduled and coordinated support services and third party vendor products for assigned customers including, contract
execution, implementation support, release testing and customer training.
• Represented Freddie Mac during industry technology conferences and vendor conferences.
• Primary liaison between Freddie Mac legal department and external trading partners to execute vendor license
agreements.
Senior Business Analyst, 1996-1999
Developed and implemented the Loan Origination Software (LOS) interface technical specifications and verification test
•
binders for software developers/programmers to use to service a customer base of over 50,000 brokers and over 1,000
lenders.
Subject Matter Expert on Freddie Mac business applications and provided impact analysis for product enhancements.
•
Primary liaison for internal technical team and Loan Origination Software vendors.
•
Developed and implemented test plans for internal testing team resulting in a testing process that identified and reduced
•
system defects by 60%.
Accountant/Business Analyst, 1987- 1996
• Participated in the project team that implemented a $10M Structured Transaction deal.
• Supervised junior analyst and interns responsible for the Southeast Accounting Region.
• Performed standard financial/accounting reconciliations.
EDUCATION AND TRAINING
Rutgers University, New Brunswick, NJ Bachelor of Arts Economics with Accounting and Finance
Rutgers University, New Brunswick, NJ Education in Industry Program Certification
Freddie Mac Credit Smart® Trainer
Collaboration/Conflict Resolution Training
Primary Markets and Their Systems
PROFESSIONAL AFFILIATIONS
Associate Professional, Association of Certified Fraud Examiners
Competent Toastmaster and Competent Leader, Toastmasters International
Member, Achievement Counts Speakers Bureau
Member, American Society for Training and Development
Contact this candidate