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Voorhees Township, New Jersey, 08043, United States
February 01, 2018

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Strategic Planning and Decision Making Risk Analysis and Mitigation Regulatory Compliance

Workflow Prioritization Staff Training and Development Customer/Client Satisfaction

Qualifications Profile

Dynamic, customer-focused, and multifaceted professional, offering wide-ranging experience in various aspects of customer support management, administrative services, core business processes, and organizational leadership within the mortgage industry. Equipped with proven track record of success in maximizing performance of business operations with emphasis in operational streamlining, cost reduction, and profitability improvement. Equipped with exceptional leadership and organizational talents, combined with strong critical thinking, negotiation, interpersonal, and communication skills.

Professional Experience

PHH Mortgage Corporation Mt. Laurel, NJ (Mar 2000–Dec 2017)

Director (Interim Vice President) May 2016–Dec 2017

úRender strategic oversight to Customer Service Call Center, Single Point of Contact (SPOC), as well as Customer Service Research and Home Equity Risk Management.

úContribute key insights in conceptualizing and enforcing strategic plans and financial budgets.

úEfficiently manage the Customer Service, SPOC, and Research teams to guarantee achievement of set-forth goals, service level agreements, and compliance objectives.

úMaintain compliance with all regulatory requirements related to qualified written response, notice of error, and requests for information.

úClosely track and handle assessment of functional performance against goals, while measuring organizational effectiveness by determining gaps and executing development and succession planning initiatives.

úDesign and establish organizational structure to guarantee appropriate staffing level for business needs.

úHold responsibility in aligning employee training with investor, regulator, and client requirements.

úTake full charge of monitoring department performance and output, while developing measurements for continued performance and supervising team analytical reporting.

úCreate procedural and operational materials along with applicable communication of such.

úWork closely with the Leadership Team to determine process deficiencies and process improvements; as well as with workforce manager to formulate staffing forecast model to check daily, weekly, and monthly growth and trends.

úFunction as lead contact for the JD Powers survey improvement initiatives, in charge of determining process gaps for mortgage servicing.

úFacilitate monthly boardroom meetings with company chief executive officer (CEO) to discuss performance and financial updates.

úSuccessfully decreased cost per loan expense and met cost per loan budget by generating and executing innovative strategies.

úManaged departments below budget in excess of $1M in 2016 and 2017.

Director, Single Point of Contact Jan 2014–May 2016

úManaged the implementation of new Single Point of Contact Team for the company based on the CFPB and OCC requirements.

úAdministered hiring of 2 managers, 10 supervisors, and more than 150 case managers within two site locations.

úOffered hands-on support in designing a three-week training curriculum with the Training Team, as well as annual recertification program.

úDealt with the creation of job aids to guarantee job compliance, including bankruptcy, pre-foreclosure, successors and interest, and liquidation/retention options.

úInitiated various dialer campaigns to ensure timely completion of loss mitigation packages and eliminate repeat callers.

úProvided assistance in the execution of a workflow tool to help with pipeline prioritization.

úDevised an appropriate process controls and supported changes to drive continuous improvement.

úCoordinated all improvement initiatives, successes, and failures within the business to maximize effectiveness.

úAdministered all projects activities to guarantee completion within scope, budget, and schedule.

Director, Home Equity Servicing Oct 2011–Jan 2014

úCarried out the management of HELOC servicing operations.

úTook part in multiple private label loan acquisitions for HELOC loans in excess of 80K loans.

úSupported portfolio migration activities, involving data mapping, data validation, and the solution of client conversion-related items.

úHandled HELOC contract review, negotiations, and implementation.

úProvided an enhanced profit and loss financial performance in operations to generate cost savings in excess required to meet the company’s operating plan; thereby minimizing costs through processes optimization.

úSpearheaded numerous projects, which involved new system/technology.

úDirected a team to conceptualize risk and issues management plans.

úExemplified business analytics to effectively addressed customer/client needs.

Manager, Home Equity Servicing Jan 2007–Oct 2011

úStrategically led Customer Service Call Center, Client Relations, Research, Risk Management, and Line Modification teams.

úOversaw and coordinated servicing platform development and growth, including new product implementation and features.

úCreated HELOC business plan which included forecasting and planning for growth, as well as managing costs and vendor relationships.

úActed as primary business owner for all Home Equity Servicing vendor relationships to support servicing the product.

úBuilt credit card VISA services for the home equity loans as another way for customers to draw funds in collaboration with sponsor bank and credit card print vendor to implement.

Earlier Positions Held:

Supervisor, Home Equity Servicing

Assistant Supervisor, Home Equity Servicing

Senior Representative, Home Equity Servicing

Representative, First Mortgage Servicing Call Center

Earlier Career

Freedom Mortgage Corporation Mt. Laurel NJ

Quality Assurance Representative


Lean Six Sigma Certification Green Belt Project Sponsor


South Jersey Food Bank, Volunteer

Autism Speaks, Donor

Susan G. Komen Breast Cancer 3-Day Walk, Volunteer

ASPCA, Donor and Member

Animal Welfare Association, Donor

Red Cross, Donor

Technical Skills

Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint) Microsoft Project Microsoft Visio

Blue Pumpkin Director Enterprise ActivityManager Lucent Centre Vu Supervisor 9.0, Centre Vu Explorer II

Black Knight, Interviewer First Data Resources Savana Back In the Black (BITB)

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