Manager Customer Service

timothy lacy

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

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

City: Plano

State: TX

Zip: 75024

Country: USA

Phone: 630-***-****

Skill Level: Management

Salary Range: $175,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TIMOTHY M. LACY, MBA ( HYPERLINK "mailto:*********@********.***"*********@********.*** ( Page PAGE 2 of NUMPAGES 2

Timothy M. Lacy, MBA

7221 Valley Bend Way ( Plano, Texas 75024

630-***-**** ( *********@********.***

Accomplished, seasoned professional with 21 years of experience in Operations & Financial Management and Auditing specializing in identifying and resolving issues to improve efficiency, raise productivity, reduce costs, and increase profits.

Operations Management

Process Improvement

Program Development

Financial Analysis & Budgeting

Change Management

Team Building

Credit Risk Analysis

Quality Control

Staff Development

Multi-Department Management

Auditing

Mentorship & Coaching

Professional Experience

Saxon Mortgage Servicing Inc., a Morgan Stanley Company ( Irving, Texas ( 2011 Present

Senior Process Engineer

Partnered with business units to streamline the underwriting "second look" process to meet HAMP regulations

Completed an extensive audit of the claims group resolving the 10mm annual runoff

Established a comprehensive data dictionary to streamline the acquisitions process by facilitating data mapping.

Compiled business information for a comprehensive acquisition responsibility matrix that identifies which personnel are Responsible, Accountable, Consulted or Informed (RACI).

Set up a trigger timeline that allows the servicer to determine the portfolio target acquisition date by identifying deadlines for all pre- and post-boarding tasks.

Completed a company-wide entitlements project that established a user matrix by cost center and job code to identify the appropriate system entitlements an associate needs to perform a particular function, thereby eliminating redundant and incomplete entitlements.

Bank of America (formerly Countrywide Financial) ( Plano, Texas ( 2008 2011

VP Service Delivery Manager

Established strong working relationships with the multiple mortgage business partners within the bank that use applications relying on images to perform day-to-day operations. This provided a single point of contact and resolution for system related issues.

Identified and resolved issues with the system causing errors in the operation

Determined how applications can be improved and offered suggestions to the lines of business on projects to implement those improvements. A key liaison between IT and business during requirements documentation for projects to ensure expectations were realistic and that the project would be deliverable.

Authored communications to middle management as well as executive level that explained errors or outages that impacted business operations. Many errors and outages were due to a switch to a new system that required a great deal of explanation during the down times.

Worked with our tech partners to interpret mortgage requirements for the generally non-mortgage savvy IT team to ensure development efforts met defined business requirements. This effort provided a level of confidence from the business partners that someone understood their request, while reducing development rework and a more complete product at time of delivery.

Reviewed projects in the total project pool identifying requirements overlap increasing efficiency in providing an enterprise wide solution for linking mortgage and imaging in order to ensure that maximum benefit was gained for technology dollars spent effectively for new development enduring that the creation multiple systems performing the same actions was eliminated.

Recognized multiple times by business partners for my perseverance in ensuring tasks were completed and/or problems resolved.

Clayton Services, Inc. ( Indianapolis, Indiana ( 2004 2007

Operations Manager (1.5 years)

Oversaw daily operations for the Indianapolis data processing center which included directing 85 data processing employees, 4 team managers, 2 payroll/clerical employees, and 1 trainer in the indexing of a monthly average of 20,000 electronically imaged loan files into workable files.

Implemented efficiency procedures using manual and automated data capture techniques to pre-populate data into the underwriting program. Supervised daily production reports to maintain high standards of production and quality.

Prioritized projects and delegated each project to the appropriate underwriting team; managed strict scheduling and deadlines within a competitive environment to assure compliance with contractual obligations and superior service to clients. Assessed new business portfolios against established guidelines to determine completion and follow up on the cause of incomplete transactions.

Drafted weekly profitability reports in collaboration with accounting and reviewed these reports with other division managers and senior officials within the company to identify units production and cost savings.

Guided floor managers in working with the trainer to coach and enhance skills sets and improve productivity.

Streamlined work processes and improved customer service and client knowledge by assigning dedicated teams to specific clients to handle their accounts exclusively.

Increased profits by 4% and reduced file review times from 70 minutes to 28 minutes by acting as the subject matter expert to transition the manual file review system to a completely electronic process, eliminating the need for paper files

Applied changes to the electronic file review format post-implementation to improve functionality.

Instituted performance incentives for team managers to boost productivity and reward employees for achieving goals.

Established an incentive bonus for the production team.

Honored with the STAR award, a peer-recognition award for superior service.

Lead Due-Diligence Underwriter (2 Years)

Performed due-diligence audit/underwriting for loan files for the Securities Corp. division, intended for purchase and sale in the secondary market. Assured that all mortgage loans met credit and compliance requirements through review and analysis.

Achieved Employee of the Month twice while assigned to work with a select client.

Established new, seller-specific loan purchase guidelines that enabled the company to select better quality files for purchase

Washington Mutual ( Vernon Hills, Illinois ( 2003 2004

Senior Due-Diligence Underwriter

Performed due-diligence underwriting for loan files for the Securities Corp. division, intended for purchase and sale in the secondary market. Assured that all mortgage loans met credit and compliance requirements through review and analysis.

Contributed to the development of guidelines for the purchase of loan files.

Established new, seller-specific loan purchase guidelines to improve the quality of files that the company could select for purchase.

Household Finance Corporation ( Elmhurst, Illinois ( 1995 2003

Lead Underwriter

Supervised the subordination department in underwriting requests for mortgage subordination agreements.

Conducted reviews of mortgage applications and credit worthiness, and signed off on pertinent files.

Underwrote requests to partially release collateral in use as security for loans.

Conducted system acceptance testing for the conversion of the underwriting system from a DOS-based to a Windows-based system and reporting problems to the development team.

Worked as an underwriter as needed by the due-diligence team.

United Capital ( Bellwood, Illinois ( 1990 1995

Operations Manager

Oversaw 26 employees in the daily processes of originating, processing, and closing approximately 100 new mortgage loans per month.

Formal Education

Master of Business Administration ( Lake Forest Graduate School of Management ( Lake Forest, Illinois

Bachelor of Arts, Finance ( Loras College ( Dubuque, Iowa

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