Manager Customer Service
Resume:
Braulio Welch
Melbourne, FL *****
********@***.**.***
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QUALIFICATIONS
. Over 14 years of management experience in customer service oriented
industries including Banking & Finance, Automotive, and Utility
Service
. Effectively managed production teams to consistently exceed all key
performance metrics
. A leader in managing cross company teams efforts through effective and
motivating mentoring strategies
. Ability to organize, prioritize and work under extreme work pressure,
heavy work load and deadlines
. Managed various projects that improved efficiency, reduced costs,
implemented new servicing systems achieving project goals
SKILLS
ISO 9000 Auditor Project Management 6 Sigma Green Belt
Methodology
Strategic Planning Clear Communications & Risk & Change Management
Reporting
Microsoft Office / Word / Outlook / Exchange / Project Requirements
Excel PowerPoint Gathering
Interpersonal Conflict Issue & Problem Solution Cross-Functional Teams
Resolution
EXPERIENCE
LEGACY SERVICES REMEDIATION MANAGER
Wingspan Portfolio Advisors, Melbourne, FL 2013 - present
. Managed a team of 12 employees supporting various customer impacting
remediation efforts resulting from Department of Justice mandates for
a major bank.
. Build and implemented a repeatable business processes and
corresponding tools to remediate fee expenses on over 10,000 loans
. Achieved project goals of identifying impacted customers while coming
in under budget by $2 million
. Developed and provided daily, weekly and monthly reporting for clients
on progress of remediation projects
. Established good working relationships with clients
. Guided team to exceed production and quality objectives
GAIN LOSS MANAGER
JPMorgan Chase, Melbourne, FL 2008- 2013
. Managed a team of 12 employees performing the Equity Analysis function
which is to evaluate loans and their corresponding properties to
determine if there is equity to recommend foreclose or charge off.
. Supported both Home Mortgage and Home Equity portfolios reviews of
16,000 loans per month while exceeding all production and quality
objectives.
. Assisted in the development and implementation of the Pre-foreclosure
Application designed to collect and review the needed materials
(broker price opinions, title documents i.e. Ownership & Encumbrance
Reports, Real Quests Reports, SITEX Reports, Property Ownership
Reports, loan documents, credit bureaus and servicing systems) for the
equity analysis that improved efficiency by 15% and lead to a cost
savings of over $500,000 per year.
. Developed and implemented performance management system that improved
production and quality results by 10% in the first year.
. Established several control reports to ensure proper coding of loans
from equity analysts process in the servicing system, ensure the
analysis of each loan is being completed within service level
agreements and that all loans that require an analysis gets reviewed
in adherence to compliance and regulatory requirements.
Braulio Welch
Page 2
DEFAULT ACCOUNTING SECTION MANAGER
Washington Mutual, Melbourne, FL 2006- 2008
. Managed a team of 15 employees that supported accounting control
systems for Home Equity Default Management processes including
collections, loss mitigation, foreclosure, real estate owned inventory
management, bankruptcy, charge off, recovery, vendor management,
accounts payable and year end 1099 tax reporting.
. Posted an average $1.5 million of cash recoveries on over 750
defaulted loans per month
. Supported REO accounting functions including vendor management,
bidding at sale, new inventory and property sales on Home Equity
portfolio that average 25 new properties per month, inventory of 134
properties per month and sales of 17 properties per month
. Processed accounts payable for Foreclosure, REO, Recovery and
Bankruptcy/Probate attorneys and vendors averaging $150,000 per month
. Reconciled general ledger transactions for Default Management
functions (REO, Recovery, Charge Off)
PROJECT MANAGER
Washington Mutual, Melbourne, FL 2004 - 2006
. Managed project activities for several initiatives including
facilitation of meetings, development of project management
documentation such as project charters, business requirements, process
maps, project plans, cost benefit analysis and status updates.
. Projects included new systems implementations, off-shoring
initiatives, process improvement initiatives, department transitions,
portfolio sales and vendor selection.
. Projects completed resulted in cost savings of over $2.5 million,
production efficiency gains of 20% for Loss Mitigation, and reduced
risk exposure of default processes.
QUALITY ASSURANCE SUPERVISOR
PERCEPTA, Melbourne, FL 2001-2004
. Managed a team of 15 employees that supported various programs for
Ford Motor Company (PRIMUS, AYZ and Ford Dealer Marketing).
. Directed hiring, training and employee scheduling for the quality
team.
. Developed and implemented call monitoring quality guidelines.
Facilitate quality presentations to clients and employees. Coordinated
with training and operations team fro process improvement and employee
development opportunities. Supported two successful ISO9000 audits
that resulted in certification.
CALL CENTER SUPERVISOR
Time Warner Cable 1999-2001
. Managed a team of 25 employees responsible for sales, billing inquires
and technical support for both residential and business customers.
. Company offering included television, telephone and internet services
available to the Central Florida region.
. Managed during a period of significant growth in volume, customers and
revenues.
EDUCATION
Bachelor of Business Administration, South University, Decatur, GA (2011)
GPA: 3.87
Merit Scholarship Award Recipient
Magna Cum Laude
6 Sigma Green Belt Certificate, 2003
ISO 9000 Auditor Certificate, 2002
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