Sherry A. Toman

909-***-****

acyy23@r.postjobfree.com

Summary

Results oriented Operations Site Manager with the expertise to manage by accountability in order to achieve desired production results and to consistently maintain a commendable quality assurance audit. Demonstrated effective leadership through strong problem-solving and decision making skills. Proven success required the experience and mastery of all skills in the following specified areas:

Compliance Management

Team Building

Systematic Thinking

Banking/Credit

Sound Business Decisions

Performance Coaching

Process Improvement

Improving Morale

Delegation

Project Management

Training

Interviewing

Employee Relations

Operations (Call Center/Retail)

Problem Solving

Manage Cultural Change

Staffing

Created Objectives

Professional Experience

SAN JOAQUIN VALLEY COLLEGE 2015 to Present

Director of eLearning Operations, Corona, CA

Reporting directly into the COO, I am responsible for the quality, efficiency and successful of the day-to-day operation of the Admissions, Financial Aid, Student Services and Career Services departments for the eLearning modality. Result oriented in activity based management and responsible for changing culture at the site as well as perception at corporate. Work within BPPE and ACCJC WASC Accreditation requirements.

Increased Career Placement rate from 56% in Q1 2015 to 77% Q4 2015 within 9 month

Maintained placement expectation with 78% placement Q2 2016

Increase student population from 338 to 624 within one year

Increased AY1 Packaging process within 14days from avg. 15% in 2015 to 60% in 2016

CORINTHIAN COLLEGES 2009 to 2015

Campus President, City of Industry, CA

Assumed overall P&L responsibility for campus budget. Oversee Operations & all Personnel of campus including the management of Directors responsible for Admissions, Education, Financial aid, and Placement functions. Responsible for Monthly / Annual forecasting of staffing; enrollments & operational costs. Routine use of Sarbanes Oxley (SOX) key controls to conduct monthly audits of student enrollment and financial aid paperwork. Handle campus Student and Employee Relations issues. Maintain School's Accreditation status, as well as meeting both Federal and State expectations. Experience with both ACICS and ACCSC accreditation requirements. Familiar with operating both linear and modular programs.

FY14 revenue over budget 1.0 million

FY14 Operating Income over budget 1.4 million

FY15 exceeded budget on student population, revenue and operating income

Achieved # 1 Club for Internal Audit score

Campus Vice President, Ontario Metro, CA 2009 to 2010

Direct involvement in developing and implementing CDR activities. Directly responsible for saving three campuses from cohort default rates not to exceed over 25%

CALIFORNIA STATE UNIVERSITY 2008 to 2009

Student Accounts Manager, San Bernardino, CA

Directed the administration of Federal Direct Student Loan Program disbursements, along with other federal funds, such as Emergency loans and Installment loan payment programs for students. Approve and reconcile financial aid awards and disburse federal, state and university funds for the student’s accounts. Supervised the day to day operations of the Student Accounts office staff and collections areas of the university.

Successfully negotiated informal bidding process with three vendors creating a 50% cost savings for the University for their annual 1098T services.

Successfully implemented working collection process to address outstanding AR issue which had been inactive for over a year.

JPMORGAN CHASE 1998 to 2007

Operation Site Manager VP, Ontario, CA (2004-2007)

Responsible for the overall production, compliance and quality results of the registration, processing, underwriting and funding departments. Relocated from PA to CA to be promoted within Chase Home Finance. Implemented action plans to ensure site would meet compliance regulations.

Directed and doubled operations staff from 50 employees Jan 2007 to over 115 employees in April.

Trained managers on interviewing best practices and standardized interview questions.

Created new hire manual resulting in reducing set up time and structured training and expectation for first 30 days.

Implemented ‘visit a day in the life’ experience to attract potential candidates for new position.

Doubled the monthly volume of closed loans within one year.

Grew the site average closings from 300 units per month to exceed 700 units per month.

Increased production from average of fifty millions a month to over one hundred million.

Coached and motivated staff by use of monthly recaps to discuss production accomplishments and areas of opportunity.

Increased the percentage of loans from the start of the application process to final approval within 10 days from 27 % in April to 62 % in September by implementing process improvement.

Turned around and improved the site’s quality assurance rating for compliance audits from marginal to a commendable rating.

Implemented new action plans between processing and sales teams to improve communication and develop teamwork environment, which resulted in reducing complaints by more than 75 %.

Reduced loan application time in process by more than 10 days from Jan. to Oct. 2007 through development of full package process.

Implemented a consistent pipeline management process, which reduced complaints and rush request by more than half.

Production Manager AVP, Ft. Washington, PA (2002-2004)

Supervised a team of seven Sr. Account Managers and a staff of seven Loan Administrators in a high volume Call Center environment.

Restructured job responsibilities and created new job functions to improve process in the Loan Admin department.

Motivated processing team to consistently maintain their “Star Performance” status through consistent coaching methods.

Motivated processing team to exceed expectation with 42.5 units closed on average compared to standard of 32 and department average of 41.

Reduced production time through weekly pipeline reviews from the standard of 29 days down to 24.3.

Reduced error rate to zero on all request for reactivated file process while maintained standard of all request completed within 4 hour turn time.

Participated on various projects with Process Review group that impact overall customer satisfaction and reduced time in process.

Developed and was acting chairman for Employee Satisfaction committee to address morale and customer service issue which improved overall call center employee survey scores.

Committee concept was cloned and implement in other sites nationally.

Vendor Manager, Horsham, PA (2000-2002)

Managed six Vendor Company’s On-site representatives for a large call center. Primary point of contact for sales and operations on all vendor related issues, including but not limited to orders, pricing, service level agreements, and reconciling monthly invoices. Responsible to draft new procedures for the call center.

Assisted in expanding number of National Vendors used for products

Directly involved with roll out of COD process improvement which created substantial cost saving measures by reducing appraisal expenses

Created a monthly report card system to evaluate the performance of vendor companies, which led to an improvement on all service levels.

Reduced time in process for delivery of appraisal product by more than 2 days

Reduced time in process for delivery of title product by more than half a business day

Created process for new field review product including access database system to implement order system, collect information and minimize opportunity for human error

Underwriters II, Horsham, PA (1998-2000)

Analyzed mortgage applications to evaluate their overall credit risk. Evaluated various types of income documents, appraisals, title commitments and credit reports. Developed strong ‘make sense’ judgment skills to determine the best business decision when considering any loan request.

Consistently met or exceeded monthly unit production goal

Achieved Top Gun Award for having the highest production numbers while maintaining good quality

Invited to join ‘AIMS” project team as an operations tester for new origination system rolling out to home lending division

BANK OF PENNSYLVANIA, Bethlehem, PA 1995 to 1998

Retail Lender II

Solicited current bank customers with a variety of loan products available. Developed incentive program for teller staff to increase the number of referrals contacted for direct solicitation. Represented the bank branch in local business organizations such as the Bethlehem Chamber of Commerce and Professional Women’s Council. Coordinated activities with the Pathways Program for high school groups.

NORWEST FINANCIAL, Pottsville, PA 1993 to 1995

Credit Manager

Telemarketer for potential borrower’s, underwrote applications and collected delinquent obligations for secure and un-secure financing. Consistently achieved set monthly goals. Developed new and maintained current relationships with local merchants.

Education/Training

Master in Business Administration 3.74

University of Phoenix, Graduation June, 2009

Bachelor of Science, Business Administration

Major: Business Management; GPA: 3.25 Dean’s List

Bloomsburg University, Bloomsburg, PA

Leadership Development Program

Center for Creative Leadership

January 2013

ACCSC Professional Development Conference 2011 and 2014

Awards/Volunteer

Etiwanda High School Site Council 2015-2017

Campus Parthenon Winner Q2 & Q3 FY13

19th Annual Veterans' Holiday Celebration 2011

Director of Distinction 2010

Team Achievement Award CSU 2008-2009

BC Retail One Billion Dollar YTD Goal, 2004

Point of Sale “POS’ Pilot, 2003

Repeat Recipient of ‘Value Recognition’ Award, Commitment/Cooperation/Teamwork, Citizenship/Creativity

Star Performer Award, May, June July, Sept, Nov, Dec 2002/Jan 2003

Voted #1 Fulfillment Manager in Teamwork, 2001

Top Performer Award, Jan 2000

Assigned to the AIMS/TMO Project, Assisted in the Test Phase

Change Ambassador Award, July 1999

Top Gun Employee Award, Jan 1999

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