Customer Service Vice President, Operations Manager

Ceasar Martinez

323-***-**** ****************@*****.*** Fontana, CA

Highlights

Worked with IT to create automated tracking systems for 4 divisions, increased efficiency by 75%

Wrote comprehensive, user-friendly policies and procedures for 30 processes used district-wide

Established and supported new communication systems to increase efficiency and procedures between Fannie Mae, Freddie Mac, Gennie Mae, and Penny Mac; strong foundation of communication became especially key during times of rapid scaling

Leads walk-through inspections to thoroughly prepare for city inspection, maintains ~95% pass rate

Summary of Qualifications

Leadership:

26 years of experience in mortgage lending, property maintenance and customer service; hire, train, manage, coach, mentor, review, and separate for teams of up to 20, inter-and cross-departmentally, as well as remote staff; led the active reflective practice process between internal and external teams to fuel meaningful process improvement and open lines of communication to ensure exemplary client experiences and staff efficiency; chosen to as mentor for new hires and college interns, led experiences with a focus on a thorough procedural understanding to ensure timely, accurate documentation and loan funding

Technical:

2 years of customer service experience, providing polished customer service to bank members in a high-volume, fast-paced environment; review loan documentation, and publish funding performance and benchmarks to ensure alignment with partnering bank requirements; leads facility maintenance crew for Holly Hunt, a private, high-end furniture retail location, with a focus on a consistently impeccable experience for ultra-high new worth clientele; active liaison between internal divisions, IT, and external banks; consistently maintains a comprehensive knowledgebase around all industry trends and developments, maximizes all opportunities for professional development

Interpersonal:

Engaging leadership style, provides active coaching in support of a cohesive, efficient team environment; able to positively manage stakeholder expectations in balance with organizational policy, established procedure and business strategy; excellent delegation and team guidance; experienced working positively in consideration of the needs and backgrounds of diverse groups

Intrapersonal:

Excels in critical thinking, data-driven decision-making and skilled problem-solving; approaches challenges with positivity, optimism, and creative solutions; excellent organizational skills

Software:

Microsoft Word, Excel, Outlook and PowerPoint

Recent Employment History

2011 – 2022

First Vice President Capital Markets Operation, PennyMac Loan Services, LLC.

2005 – 2011

Vice President, Secondary Marketing, Bank of America (Countrywide), Simi Valley, CA

1994 – 2005

AVP/Supervisor/Team Leader/Sr Auditor, Countrywide Home Loans, Simi Valley, CA

1988 – Present

Lead Foreman, JRM Maintenance, Downey, CA

Training

In Progress

Painter’s License, Contractor’s License Prep, Anticipated Completion March 2024

2004 – 2005

12 Month Management Course Completion, Countrywide University

1994 – 2022

60+ Proprietary Courses in leadership, process improvement, industry trends, software, etc

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