Manager Customer Service
Resume:
Summary
Extensive experience in management and leadership roles with direct involvement in all facets of corporate business operations. Fast learner with 20+ years in mortgage, banking, management, and the customer service industry. Management style includes coaching, developing, and mentoring employees.
Business strengths include:
Budgeting
Attention to detail
Resourcefulness
Team oriented
Organization
Effective management of people
Effective project management
Training
Results-driven
Work in a fast paced environment
Procedure writing
Strong work ethic
Personal strengths encompass:
Enthusiasm
Dependable
Multi-tasking
Excellent relationship skills
Loyalty
Honest
Trustworthy
Strong problem solving skills
Professional Experience
Uber Partner/Driver 2016 - Present
Green Tree Servicing LLC – Document Custody Supervisor – Tempe, AZ 2013 – 2014
Manage daily operations for the Lien Release Team to process releases for paid in full loans.
Coordinated and prioritized workflow and client requests.
Handled escalated customer phone calls to reach a reasonable solution to lien release exception issues.
Communicate effectively to develop rapport and professional relationships with management, clients and outside vendors on lien release issues.
Monitor and track performance results to coach and develop staff on performance in monthly and yearly reviews.
Audit tasks assigned to the Lien Release Team to coach and train staff based on trends and errors identified.
Review resumes, conduct interviews, hire qualified candidates for the Lien Release Team.
Follow up on loans paid off error and notify vendor to halt release on loans from the Payoff Reversal Report.
Monitor volumes and staffing to redistribute work as necessary to ensure releases are processed timely.
Train and support staff on new loan acquisitions and company initiatives.
Created and updated policies and procedures for reports and lien release processes.
Ellis Enterprises – Community Manager – Clovis, CA 2010 – 2011
Managed a residential community with full responsibilities for overseeing and maintaining the property.
Developed rapport with residents and motivated staff to ensure high standards and full capacity.
Utilized problem solving skills to resolve concerns and complaints from residents and staff.
US Bank – SBA Documentation Manager – San Diego, CA 2008 – 2009
Managed and coordinated the operations of the Small Business Administration Document Preparation Team.
Ensured quality service and effective operational support for internal and external clients.
Monitored workflow and results to ensure team met quality, and service level agreement goals.
Maintained and updated the internal document preparation system utilized by the team.
Ensured compliance with strict and highly regulated documentation policies and guidelines according to state and federal governing bodies.
Successfully implemented quantity and quality production standards resulting in an increase of 33%.
US Bank – Operations Manager – Tempe, AZ 2004 – 2007
Managed the operations for the Document Custodial Vault which contained over 1.2 million mortgage loan files.
Lead team of 15 to 20 employees which included exempt and non-exempt staff.
Established incentive goals and objectives to provide fair and consistent employee recognition.
Participated in succession and business continuity planning.
Ensured compliance for record management with all regulatory agencies.
Instrumental in reducing turnover ratio by 20% through development of training programs and opportunities for promotion.
US Bank – Operations Manager – Oshkosh, WI 2001 - 2004
Managed the operations for the Commercial Loan Operations Department for large commercial portfolios.
Lead team of 80 employees which included exempt and non-exempt staff.
Accomplished goals within boundaries established by company policies and sound ethical practices.
Coordinated and managed major loan application conversions and numerous consolidations while achieving a 30% increase in operational efficiencies.
Consistently achieved increased monthly production efficiency ratings in all areas of responsibility.
Bank One – Operations Supervisor/Corporate Officer – Phoenix, AZ
Managed the Consumer and Commercial Loans Operations Department.
Coordinated workflow and trained staff for Document Preparation, Release, Vault, Payouts, Microfilm, Imaging, and Insurance Departments.
Lead teams of 20 to 25 employees in the Consumer Lending Loan Operations Division.
Developed and maintained objectives to utilize in measuring and coaching staff on performance.
Created opportunities for merit increases and promotions for staff.
Interviewed and hired staff for all business areas.
Education
Mesa Community College, Mesa, AZ - Associate of Arts Degree in Business
Computer Skills
Microsoft Word
Internet Explorer
Microsoft Excel
Lotus Notes
Power Point
Microsoft Access
Microsoft Outlook
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