Customer Service Manager

Felicia A. Yankson

972-***-****

********@*****.***

www.linkedin.com/in/feliciayankson

Customer Service/ Operations Management Professional - with extensive

customer service experience along with leadership and team/client/vendor

management experience with non-profits, private sector and GSE's

(Government Sponsored Enterprise). Over the last several years, I have

successfully managed and led diverse cross-functional teams to meet

established goals in a changing environment; addressed customer needs;

developed policies and procedures; maintained controls; investigated,

identified and mitigated risk; effectively managed budgets and improved

processes.

Professional Work Experience:

OpExNow

Business Consultant 2014 -

Present

. Conducted end-to-end analysis of real estate inventory management

processes

. Completed a comprehensive assessment, validate processes and

identified areas of improvement

. Classified process opportunities and operational risks

. Recommended industry best practices and capabilities

. Developed implementation strategies to optimize processes

Executives In Action

Business Consultant 2013 - 2014

. Developed a comprehensive strategic plan to engage, sustain and

attract volunteers

. Strengthen nonprofit organizations

. Performed due diligence (processes/organization structures)

. Prepared strategies for short term and long term goal

recommendations

. Identified process improvement to attract grant donors and increase

volunteerism

. Provided approach to increase funding

. Identified exposure and opportunities to mitigate exposure

. Evaluated organization structure and submitted recommendations for

improvement

Freddie Mac - 1988 - 2013

Operations Support Director 2009 - 2013

. Hired, trained, motivated, mentored, counseled and coached diverse

teams

. Managed staff and vendor network to ensure professional and lawful

management of evictions, rentals, redemptions, title resolution and

closings

. Ensured appropriate action was taken to minimize risk and exposure

. Collaborated with triage team and managements on escalated and high

profile matters

. Managed and monitored relocation assistance and cash for redemption

funds

. Ensured housing for the tenants was safe, habitable and code

compliant

. Demonstrated leadership, sustained successful business partnerships

internal and external

. Managed highly confidential and sensitive information

. Developed and reviewed training material to improve processes

. Utilized recognition and reward programs to highlight individual

and team performance

. Developed and implemented policies and procedures

. Managed a budget and resources effectively

. Developed strategic business plans

. Worked with Non-Profits to provide housing for impacted occupants

of a natural disaster

. Worked with regulatory agencies: Office of Inspector General and

FHFA

. Prepared material for the Board of Directors

. Implemented process improvements in a controlled environment

. Engaged all levels within the organization to accomplish goals -

achieved goals each month

. Represented the organization at real estate conferences - shared

best practices

. Facilitated a large volume of Real Estate Owned (REO) dispositions

(8,000 - 10,000 per month)

. Prepared presentations and business cases

Felicia A. Yankson

972-***-****

********@*****.***

www.linkedin.com/in/feliciayankson

Servicer Relations / Recovery Manager 2006 -

2009

. Managed a team and outsource vendors that reviewed, analyzed and

collected proceeds

. Improved the collection of repurchase/makewhole proceeds within a

year

. Implemented process improvements, gained efficiencies with existing

resources

. Obtained, reviewed and approved hazard insurance contract

Servicer Relations and Valuation Manager 2005 - 2006

. Managed employees responsible for providing appraised values to

Customers

. Coordinated with National Account Representatives to address

customer issues/concerns

. Prepared operational performance summaries for top 25

Seller/Servicers

. Established file set up process for repurchase inventory

BPOdirect Operations Manager 2000 -

2005

. Managed a network of clients, led a team, processed a large volume

BPO's per month

. Contributed to the redesign of BPOdirect and system enhancements

. Facilitated a smooth transition for clients that exited the 3rd

party BPO client business

. Restructured BPOdirect department, analyzed employees' skills and

business needs

Operations Manager (Inventory Support) 1997 -

2000

. Managed a network of Eviction Attorneys and National Title

Companies

. Monitored assets in confirmation and redemption states

. Conducted a feasibility study to evaluate the future of single

family and 2-4 rental properties

. Worked with system developers, enhanced the rental management

system for tracking

Closing Supervisor REO Disposition 1994 -

1997

. Established the Power of Attorney Program for select Closing Agents

. Developed training material and conducted training session for

Closing Agents

. Negotiated escrow and title fees with Closing Agents to mitigate

closing expenses

. Developed a procedure to assess penalties for late remittance of

sales proceeds

Additional Positions with Freddie Mac

Senior REO Servicing Specialist 1993 -

1994

Single Family REO Sales Specialist 1992 -

1993

Mortgage Insurance Specialists II

1990 - 1992

Single Family Closing Specialist 1988 -

1990

Education

. BA, Amberton University - Garland, Texas

Training and Professional Development

. Tuck Executive Education at Dartmouth - Leadership and Strategic

Execution

. Situational Leadership

. 7 Keys to High Performance

. Recruiting Through Diversity Lens

. Fair Labor Standards Act

. Sarbanes - Oxley (SOX)

. Mortgage Fraud Training

. Home Affordable Modification Program

. Real Estate Owned Compliance and Fair Housing

. Toastmasters Member

Community Outreach: Perform volunteer work in the community. [pic]

Contact this candidate