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Manager Customer Service

Location:
San Antonio, Texas, United States
Salary:
95,000
Posted:
November 28, 2017

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Carmen Levy Operations Manager

Quality Assurance ~ Business Development ~ Customer Service ~ Team Leadership

Innovative professional with extensive mortgage servicing experience within highly competitive markets. Analytical strategist skilled in successfully leading corporations through periods of development. Collaborative communicator continually focused on building relationships and promoting synergy across business lines. Strong expertise in building quality-increasing platforms inclusive of report design for organizational improvement. Areas of Expertise include:

Strategic Planning & Forecasting

Audits

Consulting

Business Development

Relationship Building

Project Management

Policy Implementation

Needs Assessment Presentations

Bilingual; English/Spanish

Experience & Notable Contributions

Supreme Lending San Antonio, TX 2015 to October 15, 2017

Operations Manager (2015 to 2017)

Supervise seven loan officers and ten support team members dedicated to Originating Mortgage loans for Supreme Lending. Focus is customer centric to provide superior service while exceeding client and realtor expectations for a timely closing. Supreme Lending offers loan products for over 7 investor groups.

Contributions & Process Development:

Client surveys have resulted in a 98% satisfaction rate. This is an increase of 5% from prior 12 months.

Generated 33% increase in referral and new business from prior year.

Recruited and hired 12 team members which have made a significant impact in the business generated by the branch.

Developed and implemented clear expectations for each position.

Future team expansion includes the addition of 1 team member with the primary focus of business development for the branch and the addition of 12 new loan officers.

Contributed to the team’s prior business footprint by expanding into the bilingual market. This generated an increase of 12% in business referrals.

NMLS#: 1669456 (SAFE ACT Compliant. Passed national exam on 9/27 and scored an 84. Need to complete last portion of process to have license active. Suspended due to unemployment.)

Reviewed current contracts and negotiated either better terms with existing vendor or researched and identified other comparable vendors that would be more negotiable with their pricing and provided the desired benefits for the branch.

WELLS FARGO San Antonio, TX 2009 to 2014

Loan Administration Manager 3 (2012-2014)

Supervised four managers with teams of 10 liaisons dedicated to specialty foreclosure processes including CFPB attorney acknowledgement and production and timeline processes for reverse mortgage. Leveraged solid vendor relationships to boost organizational productivity. Collaborated with IT to develop and implement the portfolio reporting. Provided oversight for National Servicing Standards, Dual Path Notice of Sale/Judgment Postponement.

Contributions & Process Development:

Delivered highest foreclosure sales pull through rate for 17 consecutive months, measured across seven divisions.

Secured 99% average internal quality on foreclosure sales.

Cultivated partnerships with 40 legal attorney firms and peer departments to ensure compliance with investor requirements and push alignment with FNMA/HUD investor requirements to minimalize investor assessed penalties.

Recruited and hired 20 team members, inclusive of 2 team leads.

Demonstrates working knowledge of investor requirements and quality expectations specific to HMDA, RESPA, TILA, and other regulatory testing requirements.

Implementation Manager 1 (2011-2012)

Developed Root Cause Analysis platform with sample selections of monthly reporting for 15 respective line of business leaders and 5 corresponding executives. This project affected over 1700 processes and impacted the work performed by over 2000 team members daily. Managed and evaluated Business Systems Consultants 3, Implementation Consultants 2 & 3 and Implementation Associate. Devised design recommendations based on end to end business process reviews that determined the root cause of errors. Produced error trend analysis with accompanying plans to mediate risk. Collaborated with IT to build and implement the reporting database.

Key Accomplishments:

Selected to build Root Cause Analysis program and platform for Short Sale/Deed in Lieu and Real Estate Owned groups including Wells Owned, private investors, FHA, VA and GSE portfolios.

Recruited and hired 8 consultants/implementation team members.

Demonstrates working knowledge of investor requirements and quality expectations specific to HMDA, RESPA, TILA, and other regulatory testing requirements.

Improved quality by 15% through performing procedural gap analysis that identified gaps between current process and investor requirements.

Lending Manager 2 (2009-2011)

Developed platform with sample selections of monthly reporting for 4 business leaders and 3 corresponding executives. Managed and evaluated 4 leaders responsible for Underwriting, Exception Processing, and Quality Review Board processes for all GSE portfolios. Quality reviews were performed weekly to ensure compliance with investor expectations. Produced error trend analysis with accompanying action plans to mediate risk. Collaborated with IT to build and implement the reporting database.

Key Accomplishments:

Recognized for underwriting signing and exception authority for loss mitigation of $425k.

Increased quality by 10% by advancing design and implementation of three teams into a singular group that included Quality Review Board, Exceptions Review and GSE Underwriting.

Recruited and hired 20 team members, 2 team leads, and 2 managers.

Demonstrates working knowledge of investor requirements and quality expectations specific to HMDA, RESPA, TILA, and other regulatory testing requirements.

WORLD SAVINGS / WACHOVIA MORTGAGE San Antonio, TX 2004 to 2008

Quality Origination and Underwriting Manager, Assistant Vice President (2004 – 2008)

Facilitated daily operations for support systems serving 150 loan officers and 27 managers. Trained and developed employees through classroom training and sales materials focused on product rollouts and system enhancements. Satiated and resolved critical customer service issues associated with sales and underwriting. Monitor reports for audit purposes and produce analytical reporting regarding call center statistics. Ensured optimal client services by collaborating with the SVP of Client Relations to establish organizational protocols. Enhanced abilities through nationwide signing authority as Underwriting Manager with dedicated focus on reviewing credit reports, income documents, appraisal evaluations and preliminary title reports.

Key Accomplishments:

Earned Assistant Vice President promotion due to comprehensive evaluation of company contributions and distinction of underwriting signing authority for Loan Origination of $1.25M.

Demonstrates working knowledge of investor requirements and quality expectations specific to HMDA, RESPA, and TILA and other regulatory testing requirements.

Education

Bachelor of Arts, Biology

OUR LADY OF THE LAKE UNIVERSITY San Antonio, TX



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