Mortgage Servicing and Operations Manager
Resume:
Emilio Garcia, Jr.
McKinney, Texas 75071
linkedin.com/in/emiliogarciajr
**********@**.**.***
“A proven leader in Operations and Logistics, who day after day devotes himself to making others successful. He personifies servant leader.”
Frontline Coach Value-Driven Leader Effective Communicator Progressive Learner
PROFESSIONAL EXPERIENCE
Capital One
Manager, Home Default Servicing 2012 – 2015
Responsible for managing as many as 15 associates in the Early Default Department. Responsibilities include manual creation of daily, weekly, and monthly calling queue assignments to maintain investor and federal regulatory guidelines and service level expectations. Create, analyze and maintain multiple reports and review data results with senior leaders. Coordinate with leaders in other departments to reallocate personnel resources when necessary. Provide consistent coaching and feedback to associates around key performance indicators to allow each of them ample opportunity for personal and professional growth.
Lead team to a 99% call compliance for twelve consecutive months.
Increased average customer satisfaction survey scores by 21%.
Assisted in the promotion of 10 associates to next level positions.
Bank of America
Assistant Vice President – MLO Servicing Team Manager 2010 – 2012
Responsible for managing as many as 30 associates in the Pre-Foreclosure Division. Responsibilities include handling judicial and non-judicial foreclosure processes for government and conventional loans, managing escalations, compiling team and departmental performance, scheduling and monitoring workflow to identify and correct operational inefficiencies.
Lead team in successful transition to a new foreclosure management system.
Created SLA guidelines to work loans with highest efficiency.
Created training materials for Lending Processing Services (LPS) system.
Led team through national rollout of Affidavit of Indebtedness (AOI) compliance project.
Risk Operations Team Manager 2009 – 2010
Responsible for managing as many as 20 associates in the Home Retention Division. Responsibilities include scheduling and monitoring of workflow, providing consistent coaching and feedback and motivating and developing associates to succeed in their current roles and move forward with Bank of America. Lead by example by exhibiting the Bank of America core values in everything I do.
Led team from 70% adherence rate to a 93% adherence rate in less than three months.
Developed multiple associates on my team to becoming “mentors” for guiding newly hired representatives through their on boarding and training.
Daily call monitoring to ensure associates are providing superior service to existing customers.
Verizon Wireless
Retail Operations 2006 – 2009
Responsible for managing operations of sales teams at multiple Verizon Wireless retail locations. Responsibilities include inventory and cash controls, and monitoring of daily operational effectiveness of store associates.
EDUCATION
Collin College
Plano, Texas
Business Administration (2 years complete)
VOLUNTEER EFFORTS & ASSOCIATIONS
McKinney Soccer Association – Coach
Luke’s Locker – 9 to 5 Program Coach
PERSONAL REFERENCES
Tristan Younger – Capital One, Senior Risk Specialist
Jasien Swords – Verizon Wireless, Associate Director
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