Project Manager Customer Service

Ava Ottley-Rountree

Email: *********@********.***

Address: ***** ********** *****

City: Silver Spring

State: MD

Zip: 20904

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $120,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Ava Ottley-Rountree

13101 Shinnecock Drive

Silver Spring, Maryland 20904

Cell 301-***-****

SUMMARY OF QUALIFICATIONS

* 26+ years, including staff management, management reporting, & project management.

* Results-driven professional with over 25 years of progressive experience in Project and Data Management.

* Skilled at developing and executing targeted initiatives that drive organizational goals.

* Ability to convey complex, technical concepts for non-technical audiences.

* Effective communicator and team leader with a proven track record in building long-term relationships with customers.

* Visionary leader with a keen understanding of business priorities and demonstrated expertise in rapidly advancing business goals.

* Proven ability to perform well under pressure with excellent time management, customer service, and problem-solving skills.

* 12+ years, Coordinate section Management & Control Support activities regarding monthly performance activities and deliverables. Duties include the preparation of the monthly reporting package, quarterly Risk Assessment, and Regulatory submissions.

* Develop and implement unit-level strategies and plans. Assist with the section`s annual and multi-year planning process

* 9 years Call Center management experience

* 24 years of hiring, training, mentor, developing and evaluating staff in accordance with defined policies and objectives

* Skills include

* Effective communicator and team leader with a proven track record in building long-term relationships with customers.

* Strong analytical skills. Possess ability to apply and/or interpret business concepts to solve problems

* Working knowledge of Excel, Word, and PowerPoint, Access, MS Project,

* Ability to manage multiple, conflicting priorities and meet deadlines

* Detail oriented and very organized

* Excellent customer service skills and ability to work well with people at all levels

WORK EXPERIENCE

Federal Home Loan Mortgage Corporation, McLean VA

5/06 -11/12 Regulatory Reporting Manager (formerly Business Operations Director)

Managed controls and operations functions that create, translate, reconcile, and deliver data and other information to the Corporate Regulatory Reporting Oversight group for the Mortgage Loan Integration, Risk Based Capital, Historic Loan Performance, Average Loan Size, House Price Index, MF Affordable Housing Data and Treasury submissions. Ensured the regulatory disclosure environment was controlled and that processes were in place to monitor and measure the adequacy of controls. Worked with business partners and customers to define data requirements and expectations around the timing of data delivery, the information needed for new products/programs and business change management. Ensured compliance with Treasury, FHFA and HUD instructions. Managed sub-projects in Multifamily, Single Family, Investment Operations, and External Regulatory Reporting to facilitate the development and implementation of new data requirements and Instruction changes to existing data submissions. Support the delivery of data for the Multifamily Monthly Mortgage Loan Integration submission, Single Family & Multifamily Historic Loan Performance and the development/ implementation of the new Single Family Mortgage Loan Integrations submission.

Pragmatic Solutions, Inc. Annandale, VA

8/05 -5/06 Consultant-Project Manager

Worked as a consultant with the Regulatory Reporting team in support of the new products such as Whole Loan Remic and other Projects/Enhancements. Responsibilities included the evaluation of new products and implementation of into the operational process. Worked with Regulatory Reporting and their Data suppliers on definition of project scope and planning of major project phases to incorporate the products and other system enhancements into required submissions to FHFA. Managed the development and execution of project work plans. Communicate activities of group, pertinent issues, and progress on initiatives to senior management. Manage a team or teams of resources. Coordinate with other departments within Freddie Mac.

Drape Rite Custom Draperies, Inc. Hyattsville MD

03/05 - 9/09 Operations

Responsible for the management of day-to day activities and resource allocation to ensure timely and accurately deliverables management. Responsibly included review of existing process to ensure adequate controls are in place.

Federal Home Loan Mortgage Corporation, McLean VA

06/04 -3/05 Director of Customer Care Operations

Directed the operations of our Customer Service section so that it delivers high quality results and services that meet or exceed our customer expectations. Ensure that all management and control functions are performed in a timely and accurate fashion. Provided guidance on strengthening controls and reducing risk. Serve as a liaison for business initiatives, development projects, and cross-divisional and corporate projects/initiatives. Monitored quality assurance for the Call Center, Contracting, and Education. Lead data integrity and data quality initiatives.

11/02- 06/04 Financial Analysis Director-Regulatory Reporting

Managed control and operations functions that create, reconcile, and deliver data and other information to OFHEO (RBC -Whole Loan/GMS and Non RBC-Bond Buyer, Average Loan Size, House Price Index, Historical Loan Performance). Ensured that the regulatory disclosure environment is controlled and that processes are in place to monitor and measure the adequacy of controls. Managed sub-project in Regulatory Reporting to facilitate the implementation of the new HLP reporting and well as meet, the data needs of the other sub-projects. Worked with OFHEO to define data requirements and expectations around the timing of data delivery, the information needed for new products/programs and business change management. Ensured compliance with OFHEO RBC & Non RBC instructions. Interfaced with line business units, legal and Capital & Economics to meet the regulator's information needs. Maintain relationship management to internal and external customers. Prioritized issues for resolution, hold, or escalation.

4/02-11/02 Project Manager III- Regulatory Reporting

Managed control and operations functions that create, reconcile, and deliver data and other information to OFHEO (RBC -Whole Loan and Non RBC-Bond Buyer, Average Loan Size, House Price Index). Work with OFHEO to define data requirements and expectations around the timing of data delivery, the information needed for new products/programs and business change management. Ensured compliance with OFHEO RBC & Non RBC instructions. Maintain relationship management to internal customers. Prioritized issues for resolution, hold, or escalation.

6/01-4/02 Project Manager III- Financial Research

Managed large scale and/or cross-divisional projects, which have significant tactical or strategic impacts within the division or the corporation. Oversee consultants and subject matter experts (SMEs). Defined project scope, plan major project phases, and establishes project success factors. Developed and monitor project budget. Prioritized issues for resolution, hold, or escalation. Responsibility included the planning, budgeting for the RBC initiatives. Supervised the development of project work plans constructed from input provided by team leads and senior team members. Monitor project plans and recommend adjustments. Communicate issues and status to senior management, other impacted project managers, and team members. Facilitate consensus decision-making.

1/00-6/01 Project Manager III- Credit Enhancement Management Initiatives

Responsible for the management baseline support for all CE systems - Management, fixing, testing, and implementation of hotlines & enhancements; system, equipment and data availability; support maintenance of CEI Sybase database. Lead baseline & cross-divisional steering team meetings to review and resolve outstanding issues with CE data. Prepare CE MARC, Phase 1 & OFHEO executive reporting and data extract.

Managed the day-to day project activities (MI Cancellation Project & Pool Claim Transition) and resource allocation to ensure timely and accurately deliverables and alignment with business system plan, as well as ensuring that all critical milestones, are met within established scope, schedule and budget.

1/98-12/99 Manager - Business Systems Support

4/97 - 12/97 Manager - Strategic Operation

10/95-4/97 Manager- Commitment Services- Cash and Guarantor Transactions

12/88-10/95 Supervisor-Commitment Services- Cash and Guarantor Transactions

9/87-12/88 Senior Portfolio Specialist-Commitment Services- Cash and Guarantor Transactions

3/87-9/87 Assistant Contract Administrator- Commitment Services- Guarantor Transactions

10/86-3/87 Commitment Assistant II-Commitment Services- Cash Transactions

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COMPUTER SKILLS

Windows 97/98/2000, Access, Lotus, MS Office Suite, SharePoint, Clear case, Clear quest, Remedy, Document Management System(DMS)

MEMBERSHIP

National Association of Professional Women (NAPMW) since 2004

Women`s Mortgage Industry Network (WMIN) since 2004

African-American Resources and Information Sharing for Everyone (ARISE)

EDUCATION/TRAINING

Howard University, 1984

George Washington University, 2005

Mortgage Bankers Association, 2005 Bachelors of Science Degree- Psychology

Masters Certificate in Project Management

Accredited Mortgage Professional

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate