Implementation Manager, Director of Cient Services, Operations Manager

**** ******* ***** **. * . Jacksonville, Florida *2246

Phone (904-***-****. E-mail *********@*****.***

CINDY A. MCCALLUM-GARRETT

Comprehensive knowledge of Mortgage Banking attained through more than 20

years of experience to include default, project management, Customer

Service, broker price opinions, working with vendors, technical /corporate

training and MSP experience. Successfully met goals, objectives and metrics

established by management through results oriented leadership, employee

empowerment, and cost beneficial measures. Excellent reputation for

delivering challenging projects to exceed the client expectations. Managed

and implement policy and procedures within all business units through

innovative training and communication.

Core Competencies

( Mortgage Banking Professional ( Customer Satisfaction

( Mortgage Servicing

( Appraisals ( Broker Price Opinions

( Field Reviews

( Default (Foreclosure, Bankruptcy) ( Call Center

(

Professional and Technical Trainer

( Adult Learning Theory ( Project Management

( Microsoft Office Products

( MSP Experience ( Creative

( Detail Oriented

Education

JERSEY CITY STATE COLLEGE - Course Work Attended: 1982 -

1984

Professional Experience

Lender Processing Services

implementation manager- February 2013- January 2014

. Provided business support and expertise to LPS Clients during the

implementation process.

. Worked closely with the client on the set-up of business rules,

mapping, configuration settings and guidelines.

. Ensured that implementation tasks were completed and recorded on time

and with accuracy.

. Worked closely with developers, project, product managers and sales on

application enhancements required for implementation.

. Provided general support to ensure completion of required tasks for

client integration.

. Assisted with UAT testing of application enhancements during a release

cycle.

. Worked with Powercell to provide a successful transfer of new

implemented clients for post-implementation support

. Traveled to client sites to assist and train for the implementation

process and prepare for the go-live event.

. Responded to any client related inquires professionally and within a

timely manner.

. Updated internal policies and procedures documents as changes were

identified

. Updated Policy and Procedures as changes were identified

. Updated implementation project spreadsheets with tasks and completion

dates

. Reviewed requirements to determine efforts and prepared Statement of

Work if needed

. Tracked and recorded hours of projects in Oracle system

. Prioritized and updated project plan working multiple client

implementations

. Supported the project manager in planning, executing, and updated

project reports until implementation phase closed.

. Identified issues and managed resolutions as needed

eVALUATION SOLUTIONS

A company chartered to provide customized programs to mortgage servicers

and lenders through a consultative approach and customer-oriented long-term

relationships, our service platform was tested and proven by the past

decade's extremes in real estate valuation challenges.

We delivered standard and customized valuation and field services for a

national audience of large and medium-size mortgage lenders, servicers, and

investors.

Director of Client Services

Interior Operations Manager (March 2006 to December 2012)

. Managed a staff of 25 Employees

. Accountable for Lead Supervisors and Senior processors

. Ensured the Client Service Representatives processed all client orders

according to client service level agreement guidelines

. Direct Accountability for ensuring delivery of property valuations for

properties that were in foreclosure, refinanced, or being sold as

short sale for JP Morgan and Chase

. Ensured the review processors assigned all property valuation orders

to brokers and appraisers according to internal and client service

level agreement guidelines

. Ensured quality call monitoring met internal client guidelines to

ensure effective communication between processors and

brokers/appraisers

. Maintained scorecards of Client Satisfactory of 95 % or better

. Scheduled and lead external and internal meetings

. Actively solicited feedback from clients to improve and enhance the

client experience

. Work directly with the operation and appraisal managers to ensure

client orders delivered timely

. Ensured review processors production goals and fee margins were

consistently met

. Provided regular, timely feedback one on ones, reviews and other

measures of development for direct reports

. Hired and staffed employees in areas as appropriate for shirt and long

term as needed

. Partnered with the Director of Quality Assurance, Operations Manager

and Technology to align departments workflow to ensure successful

delivery of client orders through XML

. Ensured client disputes were resolved and responded to within 24 hours

. Maintained company standards by ensuring processors and appraisers

were in compliance with Dodd Frank Act, USPAP and individual state

requirements

. Assessed volume and staff on a daily basis and prepared a daily

workflow plan for supervisors to follow and communicate to staff

. Ensured the Client Service Reps met client expectations and guidelines

. Managed and balanced the workflow to maximize resources to provide the

highest level of customer service

SeLECT PORTFOLIO SERVICING

Select Portfolio Servicing Inc. is a nationally recognized leader in the

residential mortgage servicing business. The company specializes in the

servicing of single-family residential mortgage loans.

Client Service Operations Manager (August 2004 to March 2006)

. Accountable for developing, enhancing, and maintaining production

processes and client satisfaction.

. Implemented new and improved business processes to increase

efficiency.

. Directed three supervisors in managing three teams of production

associates through coaching, providing feedback on performance

metrics, professionalism and future career development.

. Set and reinforced direction, managed change, built team

effectiveness, drove quality and client satisfaction.

. Managed Broker Price Opinions and Appraisals turnaround time

. Prioritized various portfolios daily and directed supervisors to focus

on strategic accounts and or accounts in precarious positions.

. Closely monitored all newly boarded portfolios to ensure they were

assigned properly.

. Managed BPO financial performance on a monthly basis staying within

budget.

. Marketed Residential Real Estate Review to third party clients.

. Prepared detailed monthly reports for director detailing department

performance and budget.

. Worked closely with Credit Suisse Brokers to ensure Appraisals were

processed correctly.

. Managed the Client Service Reps to complete client inquiries in a

timely manner.

jp morgan chase

JP Morgan Chase is a leader in investment banking, financial services for

consumers, small business and commercial banking, financial transaction

processing, asset management and private equity.

Document and Shipping Supervisor (September 2001 to June 2004)

. Supervised 25 Employees.

. Ensured Mortgage Notes were processed and delivered to the Funding

Regions within 24 hours.

. Ensured Funded Files were packaged and delivered to the Custodian

within three business days.

. Trained and Hired for Shipping and Note Control functions.

. Approved and Process Timesheets.

. Prepare Monthly Productivity Charts and Graphs to upper Management.

. Interviewed Candidates for Hire.

. Coached and Counseled Employees.

. Training Ambassador for New Origination System (NPLOS).

. Developed workflow dimensions for Imaging Project.

. Prepared and delivered Employee Quarterly Reviews..

. Develop test scripts for new Tracking System (File Net) Test Director

. Ensured documents are scanned and passed in Quality Control (Kodak

Scanner).

. Ensured Mortgage Notes were returned to the Correspondent within 24

hours of receipt.

merrill lynch credit corporation

Merrill Lynch Credit Corporation (MLCC) provides home financing, home

equity and customizable mortgage solutions.

Senior Training Specialist (January 1991- April 2001)

. Facilitated Professional and Technical Training.

. Facilitated and delivered training workshops on Mortgage Products.

. Assessed Client Needs and designed specific training tools and

methods.

. Facilitated Corporate Culture in Orientation, Customer Service,

Teamwork, and Diversity to New and Existing Employees.

. Developed, Implemented and Automated unit policies and Procedures.

. Created and facilitated training materials on servicing workstations

for CPI and First Data Systems (Customer Service, Taxes Escrow,

Collections, Bankruptcy and Foreclosure Workstations, On Line Letter

Writer and Director).

Customer Service Supervisor, Call Center

. Supervised 50 Employees.

. Trained, Coached and Developed staff.

. Implemented Service Observations with the NICE System.

. Monitored and managed the Abandon Percentage Rate (3%) Centrevue

System.

. Prepared Quarterly and Annually Developmental Reviews.

. Reviewed Customers' monthly billing statements for accuracy before

mailing.

. Authorize Customer wires up to 1 Million.

. Hired and Terminated by HR standards.

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