Customer Experience Employee Development
Resume:
Summary
Seasoned leadership professional with over 10yrs of management experience.
Proven ability to lead teams to exceed company production and quality objectives while enhancing the customer experience by displaying high levels of competence and professionalism.
Skills
Technical
Metrics development
Creation of automation tools
Microsoft office – Excel, Word, PPT, etc.
Mavent
Globe
AML and Fraud
Leadership
Organizational Leadership
Employee Development
Change Management
Critical Thinking
Problem Solving
Pipeline Management
Superior Communication Skills
Financial Reporting
Professional Experience
RR Donnelly 2022 – Present
Records Management Team Manager
Strategic planning and implementation to achieve company goals.
Develop meaningful metrics that capture production opportunities.
Lead projects to incorporate automated processes that increase efficiency.
Developed reporting structure for use by senior management.
Lead talent management initiative; training and employee development.
Develop and execute process improvements that have improved the productivity and accuracy of my department.
Weichert Financial Services 2011 – 2022
Disclosure Team Lead 2016 - 2022
Manage a cross-functional team of analysts to achieve company production and quality objectives while adhering to state and federal compliance standards.
Successfully manage a pipeline of approximately 700 loans per month.
Onboarding and relationship management of third-party vendors.
Lead talent management initiative; training and employee development.
Develop and execute process improvements that have improved the productivity and accuracy of my department.
Closing Specialist 2011 - 2016
Analyzed mortgage and relocation contracts to ensure accuracy and compliance with federal guidelines, i.e., Closing Disclosures, DTI ratios, and loan terms.
Coordinated loan closings with vendors and business partners.
The MI Group 2007 -2011
Financial Analyst 2010-2011
Prepared complex account reconciliations for corporate relocation clients • Assistant Team Leader and trained new department team members.
Served as liaison to business partners to ensure accurate client invoicing.
Identify and resolve escalated department issues and implement corrective procedures.
Ensured timely follow-up follow up to ensure quality customer service.
Sr. Title and Closing Coordinator 2007 -2011
Monitor HUD1 settlement statements and Equity funding document.
Coordinated the activities of several departments to ensure timely loan closings.
Responsible for authorizing closing settlements and customer funding
Champion Mortgage 2002-2007
Team Leader 2005-2007
Manage workflow and daily duties for a team of 10 Loan Closers
Ensured monthly and quarterly production quotas were met.
Lead talent management initiative; training/development, team meetings, appraisals, and compensation
Closing Specialist 2002 – 2005
Monitor HUD1 settlement statement and Equity funding documents
Education
Rutgers University, Newark, N.J. – 2 yrs. Math studies
ADDRESS
161 Chatham Hill Rd
Stroudsburg, Pa. 18369
EMAIL ********.********@*****.***
PHONE
Jermaine Boulware - Linkedin
Jermaine L. Boulware -
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