Customer Service Project Management

Justice Isaac Ofori

*** **** ******* **** # ***

Dallas TX 75224

214-***-****-CELL

469-***-**** Home

*************@*****.***

OBJECTIVE: Human Resources - Project Management/Finance - Workforce Training – Quality Customer Service

PROFILE: Educated - Profession - Detailed Oriented - Passionate - Skilled - Ambitious – Intuitive & Accounting & HR

SUMMARY QUALIFICATIONS:

●Project Management/ Strategic Mortgage Underwriter & Consultant, Accounting, HR, Financial Analyst

●Excellent in Financial Business Environments, Payroll & Mortgage Banking, Sales & Marketing.

Spreadsheet and E- Commerce. Formulates and call Center Managements

●Accounts Receivables and Payable Manages Workforce, Banking/Foreclosures/Default Etc...

●HR and in delivering Financial Budgeting, Retail Banking operations, Mortgage etc.

●Excellent knowledge in Bankruptcy Administration process. CARs etc.

PROFESSIONAL SUMMARY

Leader in Project managements and managed and QA over 45 IT/ Data expects, Excel, Metrics Accountants, Auditor and General Financial management practitioners and Retail Mortgage Banking. Accounts Receivable and Payments Expect.

Highly analytical with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes of Accounting Auditing, Leasing, Lending, Defaults, Retail Management and eight years of Financial Project Managements, Call Center supervisory/ Management, Payroll Tech/HR and Collections And Strategize etc.. Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes. Hiring and implementation policies. Banking etc

●Extensive software proficiency covering a wide variety of applications of Microsoft and IT etc. Direct Calls Sales, e-commerce, emailing and building sales technics. Twelve years of Excellent in Financial Business Environments. Spreadsheet and E- Commerce. Formulates objectives and priorities, and implements plans consistent with the long-term interests of the organization in a global environment .Extensive knowledge of loan IQ and QA Capitalizes on opportunities and manages risks. Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles. Manages Workforce organization and develop advanced innovative statically financial analytical model and approach and conversion data base.

●Ultimately, Project Managements and solutions. Extensive knowledge of Accounts Receivables and Payable Manages Workforce, Analyzes, planning, strategize and initiates key business outlets and locations. Assist and implements performance through HR and in delivering Financial Budgeting, Retail Banking operations auditing. Evaluates and expansions. Financial Reports, Risk Analysis and advice corporate the way forward. Help mentored junior Financial Expects to deliver and direct. Identifies greater opportunities and transformation. Assist in running various retail outlets (Stores) etc.

●Ability to communicate, help trained supervisor and Manager Levels and maintain quality and accurate job skills to account of all companies. Vast experience in Financial Reporting and Credit Reviews of Mortgage and Home Loans etc.

●Ability to manage multiple accounting functions Financial Appropriation Cost. Simultaneously and excellent knowledge in Bankruptcy Administration process and GAAP.

●Experience Mortgage professional with knowledge of Residential Sub-Prime, Convectional, FHA and VA, HUD’s etc. With over 9 years in the Mortgage industry & REO Fannie Mae & Freddie Mac Portfolio….. And multiple escrow accounts.

●Flexible team player that thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent, networking and Technical projects in addition with good quality supervisory. Excel and/or Enterprise Data Mart systems for Asset/Liability Management. Databases, Middleware systems, Operating Systems, Replication, Storage

05/2010 - Current Commerce Title LLC (Plano, TX)

Project Manager (Financial Analyze/Strategic Consultant)

●Assess quality of credit decisions across loan and leasing portfolios; determine effectiveness of underwriting, account monitoring, portfolio management and problem account identification; evaluate compliance with loan and lease policies/procedures using AS-400, CARs, MS PM, and RDBMS data controls to retrieve and validate integrity of customer risk rating and risk classifications and adequacy of loan and lease valuations.

●Develops and manages predictive models, segmentation models, and portfolio analytic. Monitors the effectiveness of models in use and continually update model parameters with actual results and changing trends. Foreclosures/ Defaults Etc. Detailed experience with conducting analysis & profiling of data Loans IQ and conversion,, Metrics and Excel to map out sources and rules includes all Accounts receivables and payments, if any, that need to be applied-Required. Excel and/or Enterprise DataMart systems for Asset/Liability and Risk Management. Databases, Middleware systems, Operating Systems, Replication, Storage on E- Commerce. Training of new hire and coordinating.

●Review individual credit files and understands existing processes; determine accuracy of loan and lease data in key business systems, identify policy and process weaknesses and recommend changes in Call Center Management Environment and SAFE regulators.

●Effectively present/discuss review issues with business segment senior leaders; as part of discussing review findings, make recommendations for improvements

●Track and communicate open review items to ensure timely closure. Identifying, Loans processing and scrutinizing, improving, streamlining, QA, Analytical and communication skills complex work processes of Accounting and Auditing Managements. Leasing and Lending. Extensive Loan originations to various defaults accounts Develop detailed plans and schedules with project tracking and oversight.

Leads one or more projects, which may involve multiple financial, Payroll and technical support, or business disciplines. Manage the account reconciliation aspects for ongoing operational projects as well as the large scale Project Blue system implementation in the US operations of the Alcon division. Lead project management planning to execution and coordinate project related activity. Ensure the critical business and technology risks and issues surrounding financial reporting and accounting are identified, communicated and managed to closure. Excellent E- Commerce and online trading transactions.

Support the development of FRA related project plans, schedules, budgets, resource plans and status reports, identification of risks, and contingency plans

Manage and monitors multiple tasks/critical work streams as may be required while ensuring project milestones, deliverable and desired quality standards are achieved.

Work closely with all levels of project managers, line managers, and clients including IT, As may be required, develop, source, or work with tools designed to build and capture data requested, review criteria, report findings, and solutions for presentations to stakeholders.

The objective is to measure the direction and extent of asset-liability mismatch through the funding or maturity gap. This aspect of ALM stresses the importance of balancing maturities as well as cash-flows or interest rates for a particular set time horizon.

For the management of interest rate risk it may take the form of matching the maturities and interest rates of loans and investments with the maturities and interest rates of deposit, equity and external credit in order to maintain adequate profitability. In other words, it is the management of the spread between interest rate sensitive assets and interest rate sensitive liabilities..

Uses MS Project, and perform risk analyzes data in Excel and presents in PowerPoint.

Solid communication and presentation skills needed with basic SQL applications.

●Experience in managing and implementing Unifi Mortgage Products.

Domain experience in Retail Mortgage is mandatory. CAR etc….

●Study the trends of capital and equity financing and its impact on the structure of the capital and ownership of the organization and mitigate customer/ clients’ accounts.

Excellent Knowledge & Experience on end to end Performance, Attribution & Risk

Coordination with global project teams and third-party vendors or client Business units

Candidate needs to have good exposure and knowledge of Investment Performance,

●Calculation for different asset classes, Fixed Income Attribution and Ex-post & Ex- ante

● Extensive knowledge of various portfolios loan IQ and QA Fannie Mae and Freddie Mark federal accounts. Developing financial models for clinical trials accruals and forecasting including agile applications etc. Plus excellent communicational skills and multiple task including MS.

●Interface with operations, investment analyst teams, and field service groups to provide information on periodic loan administration of QA and collateral monitoring activities.

●Leverage databases to ensure accuracy and completeness of historical and current portfolio information; analyze data to develop a sound review sampling strategy and implement in compliance to procedure.

●Ensures that employees are appropriately recruited, selected, appraised, and rewarded; takes action to address performance problems.

●Manages a multi-sector workforce and a variety of work situations on HR.

05/2005 – Seasonal: Ultimate Tax & Finance Professionals LLC - Dallas Texas

Seasonal Manager / Consultant OPS/Projects

●Analyze the performance measuring metrics, sales forecasting indicators, and budget model, Audit and Research Estimate the financial needs of the organization and suggest cost cutting opportunities using basic SQL principle and Accruals etc….

● Analyzed and reconcile Study the trends of capital and equity financing and its impact on the structure of the capital and ownership of the organization and Payroll processing responsibilities, taking customers/client calls and delinquent accounts etc.

●Develop operational Accounting and Payroll projections to give per head or per department expenses, and per region revenue within the guidelines.

●Ensure all clients have their Individual Income Taxes prepared and audited professionally. Review individual credits files and understand existing processes and QA; determine accuracy of loan and lease data in key business systems, identify policy and process weaknesses and recommend changes, Collections in Call Center Environment. .Vast experience in Financial Reporting SQL and Credit Reviews in call center environments and management. Anticipates and meets the needs of both internal and external customers. Excel and/or Enterprise DataMart systems for Asset/Liability Management. Databases, Middleware systems, Operating Systems, Replication, Storage

●Delivers high-quality products and services; is committed to continuous improvement. Understands the organization's financial processes.

●Prepares, justifies, and administers the program budget. Oversees procurement and contracting to achieve desired results.

●Monitors expenditures and uses cost-benefit thinking to set priorities.

01/2006 - 05/2010 Countrywide Financial & Bank of America - Plano/ Richardson, TX

Sr.Mortgage/Loan Analyst and Consultant

●Extensive knowledge of Retail mortgage banking and lending policies, procedures and solutions for prospective clients. Developing financial models for Internal/External Audit and trials accruals and forecasting.

●Analyzed all credit portfolios and recommended and advice. Loans processor and experience salesman advised clients of available options regarding bankruptcy as dictated by law. Excellent customer service skills and Training of coordination of programs and presentation. Understands the organization's financial processes.

●Prepares, justifies, and administers the program budget. Oversees procurement and contracting to achieve desired results. Delinquent Accounts.

●Monitors expenditures and uses cost-benefit thinking to set priorities.

●Develops and manages predictive models, segmentation models, and portfolio analytics.

●Monitors the effectiveness of models in use and continually update model parameters with actual results and changing trends. Performed all QA and CARs etc.

●Processed special loans, FHA Loans, foreclosures, and mortgage payments as dictated by business needs. Review and provide support to HUD i.e., Housing, Conversional loans and Urban Development accounts and all business Acumen, SAFE Etc.

●Assisted Escrow department with administrative duties related to escrow closings. Opens orders, inputs closing statements prepared by Escrow Officer. Prepared documents for closing and handled the complete disbursement and follow up of all escrow transaction funds. Full detail Loan Processing & Loan Recodification. Review individual credit files and understand existing processes and approved it.

●Analyze risks, processes and monitors loans assigned to the company by clients. Analyzes data such as income calculation and debt ratio and uses expertise to determine borrower risk. Analyzes transactions to ensure compliance with client and investor guidelines. Manages over 205 staff in Call center, Call handling, Escalations etc.

●Ensures correct documents and information are available in a variety of client and company systems and closings are conducted properly. Work assigned tasks in a timely manner and Payroll processing responsibilities and advice delinquent and methods of payment options. Managed and handle escalation calls.

●Analyze borrower documentation to determine borrower eligibility and compliance with client and/or investor and mitigate all clients’ retention and accounts according to company guidelines and policies. Assist and managed all company E- Commerce of all goods and services.

●Analyze Credit Bureau Report and complex on General Accepted Accounting Principle.

11/2003 - 01/2006 H.E.B Central Market - Dallas, TX

District Manager

●Monitored and manage all sales and assist in all customer contacts and purchases accurately. Developing financial models for Internal Audit trials accruals and forecasting

●Maintain timely and accurate financial statements, Payroll, Audited and reports in accordance with company policy and generally accepted accounting principles and excellent sales skills. Receiving all goods and stockings, pricing and stock inventories.

●Perform all bookkeeping functions including maintenance of the general ledger, accounts payable, accounts receivable and payroll and managed over 65 staff members. Help trained new hires with excellent customer service skills professionally.

●Tracked all time by client and job, issue invoices, and monitored and posting of cash receipts.

●Reviewed the processing of accounts payable, receipts and creating weekly and monthly financial reports. Help trained managers, cashiers and staff accordance with the company policies

●Closed daily accounts, which included balancing the sales to the receipts.

Nicholson University MBA 2013-2015

Master of Business Administration, Corporate Finance & Project Management Major

Northlake College ………2014

Mortgage Banking, Underwriting and Quality Loan Origination and Processing-201

Countrywide Financial University………2008

Certified Banker, Mortgage Banker, Escrow, and Customer Service Specialist

University Of Cape-Coast, Ghana…..1990-1994

Bachelor of Arts

Major: Accounting

Minor: Economics, Business Management, & Public Relations

TRAINING & CERTIFICATION

Certified Public Notary.

Extensive knowledge of all Microsoft applications.

H & R Block- 2005

Certified Tax Professional

Management Institute for Professionals………1999-2000 UK

Management and Certified Multi-Platform Data Entry & Business Management- UK,

University Of Cape-Coast, Ghana…..1990-1994

Bachelor of Arts

Major: Accounting

Minor: Economics, Business Management, & Public Relations.

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