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Manager Customer Service

Spring, Texas, United States
August 23, 2018

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***** ******** ******* ****, *******, Texas ***** 832-***-****

Isaac C. Osuna


Proactive, performance-driven professional with 13 years of mortgage experience. Successfully managing all aspects of a Records Management and Mail Room functions including selecting, managing, and training of staff; developing and maintaining policies and procedures; establishing and monitoring productivity goals; implementing automation and leading cross-functional teams on key projects. Fluent with all mortgage servicing document classifications and prescribed urgency levels. Most recently responsible for the daily Enterprise Document Management operations at Selene Finance with strategic planning to automate document classifications for business units; to improve workflows and meet FDCPA CFPB (RESPA) requirements. Document Management and Mailroom operations at Selene Finance extended additional support to business units by means of analyzing documents based on keywords and content to update servicing timelines and initiate workflow automations which improved response times. Recognized for consistent success in developing the process and procedures to streamline document operations and enhance revenue performance. Previously managed a Records Management department in a highly litigated environment providing records analysis to high level management to satisfy legal requirements regarding record keeping practices. Proven ability to build team motivation, complete projects within budget, and implement process improvement utilizing new technology and quality control reporting. Driven to maintain an exceptional and professional service to all internal/external customers to meet business objectives. Worked closely with all affiliated departments to ensure received documents were processed accurately into the company database and image repository accordingly to SLA’s. Currently pursuing opportunities to further expand my career in the mortgage servicing industry utilizing my acquired experiences and expertise.

Professional Experience

May 2014 – July 2018 Selene Finance LP, Houston, TX As Enterprise Documentation Manager at Selene Finance managed all Records Management and Mailroom operations. Maintain working relationships with all business stakeholders on all levels to routinely evaluate process performances and identify any opportunities for improvements.

Improved document imaging capabilities that handled servicing of a 12k loan portfolio to 90k loan level platform by utilizing automation to initiate opening of task for business units, ultimately maximizing our daily FTE production along with adding an outsourced image vendor to quickly allow for growth expansions.

Worked closely with the Loan Resolution and Customer Service business units to constantly adapt to new regulations and improve processing times for our customer based experience.

Managed the electronic email and fax intake of all Loan Resolution and Customer Service correspondences including validating active loan account, doc typing and elected data captures are accurately processed daily within RESPA requirements.

Managed the mail intake of all FedEx, UPS, and USPS to ensure daily sorting and routing electronically across company sites within SLA expectations.

Maintained vendor relationships with MetaSource, Iron Mountain, FedEx, Pitney Bowes and Bee- Line Courier services within SLA and contractual commitments.

Reviewed daily production and exception reports to ensure department task were processed accurately and within compliance.

Supported business units with document management expertise to enhance workflow automation and to implement controls to eliminate/reduce processing errors.

Managed a core team of 6 employees to cover the physical mail and electronic mail in line with department and individual KPI expectations.

2 P a g e 832-***-****

Isaac C. Osuna

Employee event and volunteer captain for the Houston office. Rallied employees to volunteer 180 hours after Harvey and planned/hosted multiple major events for the Houston office. April 2012 – May 2014 Canon Business Processing Services (An Exxon Mobil Partner), Houston, TX

Contracted by Canon Business Processing Services; a partner of Exxon Mobil as Assistant Records Manager in April 2012, responsible for the daily operations with a team up to 55 direct reports. Managed the onsite and offsite records for multiple business units; Land, Accounts Payable, Procurement, Revenue, Tax, Seismic, Human Resources and Marketing records.

Oversee of the electronic conversion of paper documents, records retention reviews, and record retrievals from onsite/offsite locations.

Productivity reporting of daily and monthly operations.

Invested in personnel team building to achieve the highest level of morale and productivity.

Project planning and implementation for client record projects.

Provide records expertise to business units for clean-up days, annual RMG training, and retention reviews.

Review and update of Records Policy and Procedures

Implemented and maintained team compliance with all LPS safety monthly requirements.

LPS trained to complete all safety Near Loss/ Loss Investigation forms. January 2007 - November 2011 Litton Loan Servicing LP (A Goldman Sachs Company), Houston, TX

Joined the Litton Loan Servicing Records Administration department as a business analyst in January 2007 and was immediately tasked with reviewing all policies and procedures for risk and quality control. Implemented automated productivity control measures and revamped operations to reduce labor cost and vendor cost. Created an atmosphere to increase productivity and strengthen team moral by holding weekly productivity and monthly team building meetings. Synchronized company and vendor doc typing values to increase user productivity. 12/2009 – 11/2011 Manager, Records Administration

As manager of Records Administration department during a time when the industry was under constant audit by multiple agency offices; contributed to the design of an automated applications with quality controls to reduce risk and improve service quality. Obtained an expertise of vendors operations to enhance forecasting timelines and improve processes with short deadlines. Contributed to the Global Mailroom initiative by designing color coded barcode routing sheets to efficiently process 20k incoming mail documents for scanning and electronic delivery to respective departments in a timely manner. Streamlined operations to minimum staff levels and reduce labor cost of $140K/ 2 FTE’s.

Directed daily operations for document imaging, record acquisitions, and file room processes.

Ingested high volume scanning yielding 800,000 to 1 million pages per month.

Successfully interacted and managed service levels with out-sourced imaging and offsite record archive vendors with an annual spending of $2.5M.

Managed the onsite housing of 100,000 servicing files and 100,000 offsite cartons amongst 2 vendors.

Tracked and housed 22k active collateral files onsite and purged inactive files to offsite storage monthly.

Successfully satisfied 4 bi-annual PWC audit assessments of collateral for current bailee letters and safe record keeping.

Worked with previous servicers and/or custodians to remedy missing service file documents at time of acquisition.

Electronically tracked incoming FedEx and all other courier deliveries for future audit references.

Maintained daily production standards and motivated staff to exceed Key Performance Indicators. 3 P a g e 832-***-****

Isaac C. Osuna

1/2007 – 12/2009 Supervisor, Records Administration Began my career at Litton Loan Servicing as a business analyst to review all Records processes to identify risk and quality issues. Promoted to Records supervisor within 6 months of hire and initiated measures to improve staff moral and methods to monitor daily individual productivity.

Restructured Records Administration policies and procedures to standardize the storing, scanning, protecting and retrieving of all client loan records.

Enhanced daily operations for efficiency and turn time improvements.

Improved file delivery turn time to less than 25% of the standard 2 day goal.

Trained staff on retrieval methods yielding a 75% increase to 1,500 files per FTE shift.

Motivated staff and invested into the overall moral to drive individual team productivity. RBC/Home123/ New Century Mortgage, Houston, TX 2/2004 – 10/2006 Supervisor, Records and Document Imaging

Managed staff and daily operations for file room and imaging units.

Initiated policies and procedures for records and imaging processes.

Improved imaging productivity of closing and trailing documents by 30%.

Coordinated imaging logistics and document indexing.

Implemented Smeadlink File Tracking software ability to manage file requests.

Responsible for ensuring accurate merging of origination and credit documents.

Administrated file location database.

CNC Investments, 1/2002 – 9/2003

Commercial and Residential Properties, Houston, TX Assistant Manager, A/R Accountant

Generated monthly billing statements and bank deposited all payments.

Pursued all monthly collections, lock out notices and court proceedings.

Resolved client billing issues and made approved adjustments. Kent Electronics, Houston, TX 6/1999 – 11/2001

Corporate Buyer

Responsible for national purchasing and movement of $1M of electronic inventory monthly

Communications and strategic planning with national sales force.

Vendor expediting to improve delivery of partial or full purchase orders. Skills

Strategic Planning and Process Improvement.

Excellent communication, interpersonal and organization skills.

Great leadership quality and team management.

Problem solving and time management skills.

Proficient in computer software including MS Word, Excel, Power Point, Access and Outlook. Education

1993-1994 Texas School of Business Houston, TX

Associates Degree

Microcomputer Software Specialist

Business Management/ Accounting Principles

Database Management

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