Tommy G. Rammage Jr.

DFW, TX

Trammage*@gmailcom

469-***-****

Summary of Qualifications:

●Call Center Operations

●Project Management

●Compliance/SOP Development

●Advanced Microsoft Office user (Word, Excel, Outlook, Access, PowerPoint)

●Collections

●Agent/Staff-Development

●Work flow Analytics

●Service Level Adherence

Bank of New York Mellon/Iron Mountain December 2019 – September 2020

Manager, Collateral Document Release

● Managed and developed collections collateral release processors

● Developed and reviewed daily and monthly productivity reports and goals

● Responsible for escalated issues from the floor/team.

● Work cross-functionally with other departments to ensure a steady workflow

● Facilitated the analysis of accounts, reports and trends (customer and agent level) to identify root cause, improvement opportunities and proactive strategies.

● Act as a liaison between Customer Relations Management and other departments and help facilitate deliverables to promote efficiency and teamwork.

● Coordinated, documented and publicized changes to department policy and procedure.

● Develop, support, market and promote departmental games, incentives and contests.

● Short term ability to cover all agent and/or leadership role within the Customer Relations Department if necessary.

Bayview Loan Servicing Jun 2017 – October 2018

Manager, Customer Relations Administration

● Managed the administrative tasks in support of 100% of Customer Relations leadership team

● Managed and coordinated special projects in support of the Customer Relations Department

● Facilitated the analysis of accounts, reports and trends (customer and agent level) to identify root cause, improvement opportunities and proactive strategies.

● Act as a liaison between Customer Relations Management and other departments and help facilitate deliverables to promote efficiency and teamwork.

● Coordinated, documented and publicized changes to department policy and procedure.

● Develop, support, market and promote departmental games, incentives and contests.

● Short term ability to cover all agent and/or leadership role within the Customer Relations Department if necessary.

Bank of America, N.A. May 2011 –Jun 2016

Operations Project Consultant

● Explained and interpreted project procedures while resolving complex problems.

● Worked with team members on all phases of project and used leadership to direct and evaluate the work of junior analysts.

● Responsible for medium - large projects for an operations department, product or business unit.

● Provide consulting expertise to line managers on productivity issues, analyzes market and operational impact in the business brought about by the project parameters. Research and maintain documents, organizational reviews, workflow analysis, management and staff analysis.

● Develop project plans including estimates of cost and resources required.

● Defines project scope to others outside of operations that may become involved in or impacted by the project.

● Assist with designing solutions primarily surrounding regulatory letter compliance with a specific focus on solicitations for HAMP/NHRP/FNMA/Government modifications.

● Analyze legal & compliance requirements, determine a reasonable and feasible approach, assist or develop solution dependent on complexity.

Morgan Stanley (Saxon) Sept 2007 – May 2011

Sr. Business Analyst, Fulfillment Oversight

● Ability to elicit requirements from IT, Business units, Senior management by using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.

● Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

● Continually audit customer facing documents to ensure compliance with the Treasury’s Making Home Affordable (MHA) program

● Create test plans (including use cases, preparation, documentation, execution and validation).

● Validation of test plans/scripts (test and certify data to validate the conditions meet designed business requirements).

● Review end user documentation (P&P) for accuracy.

● Research, document and follow-up on discrepancies that occur during functional testing and or production.

● Effective Time Management skills (complete testing on assigned projects on time and within budget).

● Ability to handle stressful situations, i.e., meeting deadlines, performing multiple tasks simultaneously.

● Ability to effectively summarize test results and develop presentations of results

Vendor Manager, Fulfillment Oversight

● Created reporting for current vendors to ensure service levels are met and/or exceeded

● Monitor monthly scorecard to ensure accountability of vendors

● Proactively manage vendors to ensure best practices are used and to ensure open communication

● Manage budget and invoice accruals to ensure budget is met

● Ensure Saxon’s business needs are met by interviewing and analyzing potential vendors

● Assist with the integration of all new vendors

● Work with the business units to ensure contracts are in alignment with vendor services

Supervisor, Loss Mitigation/Collections

● Managed and developed collections representatives

● Developed and reviewed daily and monthly productivity reports and goals

● Responsible for escalated issues from the floor/team.

● Work cross-functionally with other departments to ensure a steady workflow

Military Service:

United States Army National Guard

● Combat Engineer (12B)

Honorable Discharge

Education:

Tarleton State University

● Criminal Justice – TCLOSE

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