Quality Assurance Customer Service

Dawn Evans

Email: abov3o@r.postjobfree.com

Address:

City: Mission Viejo

State: CA

Zip: 92692

Country: USA

Phone: 909-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced executive specializing in business development and strategic planning.

Educational Background:

High School Dipolma from University of Phoenix, Phoenix AZ 1/2001 to 9/2001 (Business Management)

High School Dipolma from University of La Verne, Phoenix AZ 1/2001 to 10/2012

Job History / Details:

Executive Profile

Experienced executive specializing in business development and strategic planning.

Skill Highlights

Leadership/communication skills

Business operations organization

strategic objective execution

Process improvement

Organizational Restructure and Change

Training and Development

Vendor Partnerships

Vendor Sourcing

Customer Relations

Analytical Skills

Visionary

Total quality management

Motivational

Core Accomplishments

Business Development:

Developed strategies to achieve results

Established and managed partner relationships on a daily basis.

Staff Development:

Mentored and coached employees on the importance of teamwork resulting in an overall increase in productivity.

Operations Management

Instituted policy and procedures within all departments to increase communication.

Introduced Quality Assurance procedures to increase overall quality and efficiency.

Professional Experience

June 2002 to April 2008

Pinnacle Real Estate Services, Inc. Ladera Ranch, CA

CEO/Owner

Built a national notary signing service and regional residential appraisal service, that serviced Mortgage Lenders, Title Companies and Escrow Companies nationwide. Designed the order scheduling technology platform that enabled the company to handle 5000 orders per month.

Strengthened company's business by leading implementation of state of the art technology communication.

Created new revenue streams through business partnerships.

Oversaw all aspects of the business.

September 2011 to September 2012

Field Choice, LLC Newport Beach, CA

VP of Operations / Business Consultant

Defined a strategy and business plan for national notary services for Mortgage Lenders, Title Companies and Escrow Companies. Defined a strategy and business plan for loss mitigation services for a variety of lender/asset services.

Increased order volume by 20 percentage each month for a 12 month period.

Worked directly with programmers / IT professionals to develop advanced state of the art technology that would surpass the competition.

Initiated a Quality Assurance program that standardized employee training and led to increase in customer satisfaction.

August 2010 to September 2011

LoanDepot Foothill Ranch, CA

Escrow Document and Signing Manager

Managed all aspects of the mortgage document signing process. Developed the Document Department that was responsible for the preparation of all mortgage loan documents for all loans to be executed. Developed and implemented Quality Assurance procedures that increased turn times, and overall efficiency on document delivery and preparation. Maintained/managed the vendor relationship with the document provider Doc Magic.

Inspired the vision and development of the signing department scheduling technology platform. Worked directly with business anaylist and programmers to create and deliver the technology utilized to place orders with assigned signing vendors and maintain detailed communication for processing and sales throughout the document signing process. Created all service level agreements with signing vendors and maintained/managed the service level with the vendors.

October 2001 to August 2002

Statewide Documentation Calabasas, CA

Director of Operations

Strengthened company's business by leading implementation of the development of departments ( mortgage document preparation, scheduling, shipping, sales) based on service provided. Instituted policy and procedures for all departments that improved overall customer service level.

Implemented customer service training for all employees.

June 1998 to October 2001

E*Trade Financial Huntington Beach, CA

Processing Support Manager

Managed the scheduling department platform that was responsible for the scheduling of all mortgage document signings with the borrower and notary public. Directed the scheduling of 150 to 200 signings per day. Managed the vendor relations of 5 national signing companies, including the development and implementation of service level agreements.

Managed the shipping of all mortgage documents required for scheduling closings with the borrower and notary public. 100-200 packages shipped per day.

Managed the Title Department that was responsible for ordering, receiving and providing the title documentation to the assigned processor. 150 orders per day.

August 1996 to June 1998

DAC-Document Assistance Corporation Newport Beach, CA

Director of Document and Signing Services

Accountable for mortgage document preparation and organizing of the signing of the documents with the borrower including overall customer satisfaction.

Built strategic alliances with 5,000 independent notary contractors nationwide that resulted in a high success rate of return business from our clients.

Education

2001 University of Phoenix,

Bachelor of Arts Business Management

University of La Verne,

MBA Business Leadership

Continuing education - MBA/Teaching credential anticipated 2015

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