Operations, Management, Customer Service, Results Driven, Collaborator

KEITH A. CHAPMAN

**** ********* ***** *******, ******* 32828 321-***-**** ****@*******.***

PROFESSIONAL PROFILE

Results-driven leader with 17 years of operations, process improvement, team building and customer service experience. Consistently exceed production expectations, maximize finite resources and leverage technological solutions while creating a culture of trust and commitment

on a global scale.

Skilled in:

Operations

Multi-Office Supervision

Customer Service

Change Management

Process Improvement

Vendor Management

Team/Relationship Building

Matrix Management

Regulatory Compliance

EXPERIENCE

WYNDHAM VACATION RESORTS, INC.

Manager, Title Services, Orlando, FL 3/12 – 7/15

Lead three operational teams consisting of up to 20 full-time staff and a national network of title companies responsible for new ownership documents, inventory trades and transfers for 150+ national and international time share resorts. Increased company’s free cash flow through active resource management, met securitization deadlines and timely release of inventory and escrowed funds.

• Reduced company escrow bond needs by $20M (10%).

• Accountable for servicing consumer change requests for three Wyndham brands, bringing in $4M in annual revenue.

• Created process improvement resulting in a 50% reduction in staff, while increasing procedure efficiency for owners transferring ownership into a Trust.

• Developed metrics to evaluate staff productivity.

• Adapted processes to support new marketing and sales strategies.

• Achieved #2 ranking among division managers on Employee Opinion Survey.

TITLE AND ABSTRACT REO INC.

Management Consultant, Orlando, FL 6/11 – 3/12

Provided operational consultation, vendor oversight and new client development. Managed national real estate deed preparation and quality review process.

• Reduced high volume client's deed preparation time by 50%.

ALTISOURCE PORTFOLIO SOLUTIONS (Spin-off from Ocwen Financial Corporation)

National REO Closing Manager, Orlando, FL 10/04 - 6/11

Directed the daily operation of a fast paced, high volume Closing Department responsible for final disposition of investor assets, including government, public and privately held real estate portfolios. Oversaw closing and funding of up to 3,000 commercial and residential transactions per month. Managed/coached U.S. staff of up to 24 full-time employees and 10 in Mumbai, India.

• Effectively managed network of 150+ nationwide vendors including title companies,

property managers and real estate agents.

• Designed mailing cost reduction plan resulting in annual savings of $100K+.

• Structured personnel, reporting and workflows to ensure compliance with stringent

investor requirements, reducing timelines by 35%.

FLORIDA DEPT. OF BUSINESS & PROFESSIONAL REGULATION (DBPR), 12/92 - 7/04

Deputy Director, DBPR, Div. of Real Estate, Orlando, FL 7/03 - 7/04

Directed the daily operation of a division charged with regulatory responsibility for 300,000 professional licensees. Accountable for 68 employees and 10 field offices.

Keith Chapman Page 2

• Assumed and completed several ailing, but highly politically sensitive projects, limiting negative publicity and cost overruns.

• Directed special projects including security, construction and outsourcing.

• Prepared correspondence on behalf of the Governor’s office and Agency Secretary.

• Oversaw customer service call center handling 2,500 calls per month.

• Created new legislation implementation procedures.

Regional Administrator, DBPR, Div. of Regulation, WPB, FL 6/02 - 6/03 (Promotion)

Managed four program areas and 13 employees encompassing mediations, investigations, inspections and unlicensed activity for five Southeastern Florida counties.

• Maximized work quality/team output, resulting in recognition as most productive office.

• Presented at local trade association meetings for regulatory and educational updates.

• Created inspection quality assurance program.

Regional Supervisor, DBPR, Div. of Real Estate, Miami, FL 4/98 - 5/02 (Promotion)

Directed operations of the South Florida Regulatory Field Office, including supervision and training of 10 employees; reviewed and edited confidential investigative reports, subpoenas, outgoing correspondence and unlicensed activity monitoring.

• Engaged in extensive public contact and maintained close working relationships with state/federal regulatory agencies and city/county officials.

• Implemented action plans and efficiencies that turned the least productive office into the most productive, reducing an aged caseload from 11 months to four.

Investigation Specialist, DBPR, Div. of Regulation, Tampa, FL 7/93 - 4/98 (Promotion)

Conducted confidential investigations into complaints alleging violations of laws and rules for 26 professions, as defined by Florida Statutes.

Environmental Health Inspector, DBPR Div. of Regulation, Tampa, FL 12/92 - 6/93

Conducted random inspections and audits of five state-regulated professions: Veterinarians, Funeral Directors/Homes/Crematories, Massage Therapists, Cosmetologists and Barbers.

FLORIDA DEPARTMENT OF LAW ENFORCEMENT (FDLE) 8/90 - 12/92

Property Administrator, Div. of General Services, Tallahassee, FL 8/90 - 12/92

Managed and maintained the Agency’s state-wide central receiving unit and supply facility. Conducted annual inventory audits, ordered supplies and tracked transfers of equipment between field offices.

EDUCATION & TRAINING

Florida State University, Tallahassee, FL

Bachelor of Science, Psychology & Criminology

Miami-Dade Community College, Miami, FL

Associate of Science, Business Administration

Florida Licensed Real Estate Sales Associate

Certified Six Sigma Yellow Belt

VOLUNTEER WORK

Crest Condominium Homeowner's Association

President, 6/14 - Present; Vice President, 1/14 - 5/14; Director, 6/12 - 12/13

Avalon Park YMCA

Assistant Soccer Coach, 5/09 - 8/14

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