Management Operations/Call Center/Customer Service/ Internal Sales Tea

Teresa M. Johnson

*** ******** ******, *** **** Park, New York 11040

Cell: 516-***-**** E-mail: ***************@*****.***

An accomplished take charge Operations Executive with proven results in

servicing and growing business with unique insights and solutions.

Extensive experience in product and personnel management stateside and

offshore in the mortgage and auto industries.

PROFESSIONAL EXPERIENCE

Corelogic Credco (formerly First American Credco) 2000-

Current

Vice President - Corelogic Credco

Executive Vice President - First American Credco

. Directly responsible for all operational aspects of the company which

encompassed five U.S. operation centers and one offshore center.

. Managed multiple locations, staff of 300 and direct reports of 10.

. Established metric goals and accountabilities and corresponding

incentive plan for non-exempt staff and direct reports resulting in a

25% increase in productivity and a cost savings of over $1 million

dollars in 2012.

. Exceeded all productivity and customer satisfaction metrics and

awarded Presidents Club for the past 5 years.

. Consolidated several operations centers reducing fixed costs by 20% in

2012.

. Initiated the first offshore center in India and subsequently in

Guatemala.

. Established an independent training and QA team to create

standardization processes which resulted in reducing error ratio by 5%

and increasing first call resolution by 15%.

. Introduced several new product and service offerings as a

diversification strategy of the organization resulting in over 5M in

top line revenue.

. Insure that the overall strategy of the Operations Division is in

alignment with the corporate goals and strategies.

. Interface with sales management to offer solutions for product and

service workflows.

. Met with high volume clients regularly to establish strong

relationships and insure revenue retention.

. Instituted a performance based career path for non-exempt employees to

reinforce productivity expectations resulting in lowering attrition

rate by 25%.

. Managed internal sales team introducing new revenue goals by product,

new business and share of wallet which resulted in top line revenue

increase of 25% in first year.

First American Acceptance Company 1996-

1999

Executive Vice President

. Directly responsible for all operational aspects of a start-up

company.

. Developed and implemented policy and procedures for back end office

processes for the auto industry in lease and loan servicing.

. Hired and trained a middle management staff to assist in managing the

growth trends of the company.

. Created definitive processes for credit, collections, customer service

and audit departments.

Aegis Consumer Finance, Inc.

1993-1996

Senior Vice President - Director of National Production

. Responsible for the overall operation of three regional production

centers with over 100 employees and eight direct reports.

. Established and integrated company objectives and policies for credit,

audit and funding.

. Directed successful processing of over 21,000 loan applications and

4,000 requests for funding monthly.

. Implemented high productivity processes which reduced operational

costs by 200K.

. Created and participated in dealer training programs regarding credit

and credit guidelines in order to streamline processes internally.

. Interfaced consistently with lending institutions, insurance companies

and servicing entities in all phases of operation.

Platinum Resources Corp. 1989-

1993

Senior Vice President

. Establish all operational policies and procedures for a start-up

business in lease and loan servicing for the auto industry.

. Recruited and trained employees in the areas of financial operations,

portfolio maintenance, collections, onboarding new clients, customer

service, and credit.

. Developed new workflow processes in order to maximize efficiency while

minimizing costs.

. Interfaced daily with lending institutions to insure timely cash flow.

Oxford Resources Corp. 1981-

1988

Director of Operations

. Hands on management of all operational areas in the auto leasing

industry. Areas included collection, customer service, financial

operations, off lease billing and collection, insurance loss

negotiations, title and registration maintenance, early termination,

and sales support.

. Hired and trained a staff of 40 to insure high customer satisfaction

while implementing high efficiency and low cost processes.

Awards/Certificates: FCRA Certified

Presidents Club - 5 consecutive

years.

Outstanding Performance Rating - 13

consecutive years.

Education: St John's University, Jamaica, NY.

Bachelor of Science

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