**** * ******** *********

Chandler, AZ *****

Mobile: 602-***-****

EXPERIENCE:

Wells Fargo Tempe, AZ.

*/**-******* ********** ******* 3

Manage and develop a team of 28 Domestic Operations Associate employees & 17 International Customer Service Associates

Oversee Contact Center portfolio for Property Management Operations

Lead the day-to-day operations of the Corporate Properties Contact Support Center

Create department performance metric standards for service level expectations

Develop department key metrics reporting for performance analysis and targets trends

Maintain service vendor and product manufacture lines

Manage line of business General Ledger budget expense report

Identify opportunities for process improvements and enhancements

Operational Risk mitigation oversight (Risk Control Self-Assessment)

Develop Compliance Control Procedures

Ensure Quality Assurance results meet line of business goals

Strong analytical skills with high attention to detail and accuracy.

Wells Fargo Chandler, AZ.

7/14-12/18 Loan Administration Manager 1

Effectively manage Home Preservation Specialist’s workflow to ensure service standards are met and procedures follow bank regulations for Fannie Mae/Freddie Mac investor groups.

Analyze reporting specific to Home Preservation to create a strategic approach to meet business objectives.

Assist in employment hiring, employment termination, setting performance standards, writing/conducting performance reviews.

Excellent verbal, written, and interpersonal communication skills.

Leadership experience including training, mentoring, and coaching/developing team members by enhancing critical skills for career growth.

Knowledge and understanding of document, credit risk and income review processes.

Ability to prepare and present senior level communications

Strong organization and follow up skills with proven ability to multi-task to effectively handle frequent demands caused by deadlines and heavy workloads.

Proven ability to collaborate effectively with peers and other leaders on complex issues to improve workflow processes and efficiencies.

Experience with Bank & Private, FHA, VA, Fannie Mae, and Freddie Mac investor groups

Wells Fargo Tempe, AZ.

2/12-7/14 Home Preservation Specialist

Discuss retention/liquidation options with borrowers to avoid foreclosure proceedings.

Identify and request the required documents from the borrower for the review process.

Answer inbound/outbound inquiries from borrowers regarding the status of the qualified workout option such as process payments, loan modification, Short Sale, Deed in Lieu, title and foreclosure process.

Work as a liaison between the borrower and the loan underwriter through file completion.

Communicate outstanding title/judgment items to borrower for resolution prior to final loan modification approval.

Effectively manage account pipeline to eliminate aged files and negative customer impact.

Wells Fargo Tempe, AZ.

4/10-2/12 Collection Supervisor

Manage a staff of 16 Full Time Employees

Daily strategic planning based on delinquency and roll rates

Manage High Value Customer portfolio

Compile weekly metric objectives

Extensive Skip Tracing experience

Complete daily/weekly/monthly statistical reporting

Strong understanding of collection/call center technology

Approve customer payment arrangements within guidelines

Provide month end results to each team member during 1-on-1 feedback sessions

Accurately complete monthly Quality Monitors

Prepare and administer Performance Evaluations

Maintain accurate Workforce daily reporting

Review and approve non-exempt timesheets

Excel Financial Phoenix, AZ.

8/09-4/10 Manager

Manage a staff of 10 Full Time Employees

Credit Underwriting Experience

Title Processing and Lien Perfection

Responsible for monthly Sales Volume and Portfolio Performance

Manage Delinquency Portfolio

Extensive Skip Tracing experience

Repossession Management and Remarketing

Strong understanding of collection/call center technology

Scoring Model Implementation

Manage all auto repossessions

Experience in forecasting proficiency and knowledge of budget and expenses

Experience with Incentive Compensation Plans

Responsible for Dealer Marketing/Contract Purchasing

Western Funding Inc. Phoenix, AZ.

1/08-7/09 Branch Manager

Aggressively Manage a $8.5MM Portfolio

Responsible for Credit Underwriting

Daily collection strategy planning

Maintain delinquency rate of less than 5%

Extensive skip tracing to cure delinquent accounts

Oversee all Bankruptcy, Justice, and Small Claims Proceedings

Responsible for mitigating losses and charge-offs

Accurately complete Quality Phone Monitors

United Auto Credit Corporation Phoenix, AZ.

3/04-1/08 Branch Manager

Manage a staff of 8 Full Time Employees

Aggressively Manage a $8.5MM Portfolio

Responsible for achieving $750K per month in contract volume

Credit Underwriting

Maintain Dealer Relations

Responsible for the daily branch operations

Effectively manage all delinquent accounts

Responsible for mitigating losses and charge-offs

Remarket vehicles through local auto auctions

Manage recoveries

Responsible for meeting audit guidelines (internal/external)

Manage title and insurance processing

Training and developing

Generate weekly/monthly reporting to Senior Level Management

RELATED SKILLS:

Proficient knowledge of Windows Based Systems, Mainframe, Business Objects, SAP, Corrigo (CMMS), One Track 2, Early Resolution, CIS, CPI, CS2000, Hogan, Word, Excel, Publisher, Power Point, Access, Outlook, Lotus, Dialer Systems and Office Suites. 10-key by touch, typing 70 wpm.

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