Manager Customer Service

SUMMARY OF QUALIFICATIONS:

•Over * years of training facilitation experience

•Able to design, update and deliver instructional curriculum

•Excellent verbal and written communication skills with ability to interact with all levels of executive management and personnel

•Awarded Training Manager promotion effective October 2013

•Offered Director of Training position with Nationstar prior to accepting Caliber Home Loans

EDUCATION:

AAS – Business Management / Certificate - Human Resources Management Specialization

Currently pursuing an Associate’s Degree at Collin College Expected Graduation 12 / 2015

EXPERIENCE & ACCOMPLISHMENTS:

Training Manager March 2013 to Present

Caliber Home Loans, Inc. Irving, Texas

•Partnered with leaders and key business stakeholders and clients to develop effective, participant-centered learning solutions designed to broad skill sets at various levels to reinforce a strong culture of learning.

•Applied high degree of initiative in grasping objectives, proactively identifying opportunities for improvement as well as constantly adding value with little need for supervision.

•Managed change and project management methodologies to plan, organize, conduct, adjust, and complete learning projects on time and within resource allocations, including those projects worked alone and those where I lead others.

•Effectively setting priorities to distinguish as well as balance urgent and important tasks.

•Assessed, designed, developed, implemented and evaluated training and development programs using functional experts providing subject matter expertise and source materials.

•Formed strong relationships with key executives to enhance L&D visibility and consult with business leaders, subject-matter experts, and cross-training resources to ensure employees are developing per plan.

•Provided creation, piloting, and ongoing delivery plan for new courses that address skillset gaps within the organization.

•Coached as well as developed capacity of direct reports to take on successively challenging responsibilities.

•Manage vendor relationships to ensure compliance to contractual obligations.

Sr. Training Specialist February 2008 to March 2013

Nationstar Mortgage Irving, Texas

•Facilitated over 3500 hours of training

•Created over 1500 project hours of instructional design materials

•Maintained a 97% project delivery release schedule

•Instructed over 800 employees on various related Soft Skills, New Hire, Product and Mortgage related curriculum

•Created the first live Loan Originations System training to increase new employee ramp up time by 40%

Mortgage Processor January 2006 to February 2008

Wachovia Mortgage Dallas, Texas

•Maintained an 80% pull through rate from submission to close

•Processed over 15 government loans per month

•Increased productivity by 35% closing 2.5 million in production

•Initiated a communication program by using the dot system increasing my customer service rating from average to excellent

Operations Manager January 2004 to December 2005

CIT Dallas, Texas

•Designed a file flow process to increase productivity over 40%

•Increased pull through ratio from 50% to 86% in one year

•Reconciled over 200 post closing deficiency bringing QC rating to excellent

Vice President / Owner January 2000 to January 2004

Murray Mortgage Incorporated Dallas, Texas

•Assisted in creating a 3 employee startup company that grew to 20 employees

•Handled over 20 loans per month with over 3 million in production

•Increased production to over 15 million per month

•Created company policies and procedures to increase productivity over 20%

PROFESSIONAL ORGANIZATIONS & AFFILIATION:

Member of American Society of Training & Development January 2009 to Present

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