Manager Service

Dawn M Baran

**** ***** ********* ***, ******, WI 53110

414-***-**** ****.*****@*******.***

Summary of Qualifications

Excellent leadership skills and training

Competent at managing responsibilities in a high-volume atmosphere to meet deadlines independently and as part of a team

Energetic, self-motivated, hard worker, quick learner, and ability to assume responsibility

Possess excellent verbal and written communication skills

Proficient in Microsoft Office (Word, Excel and PowerPoint)

Experience

2015-Present The Mark Travel Corporation

Supervisor – Revenue Accounting

Reviewing, redefining and implementing changes to refund processes as needed

Holding team members accountable for meeting daily goals

Completing an audit of work processed and coach as needed

Aligning with brands on policies and ensuring hey are being applied appropriately

Raising issues and challenges to internal teams as needed with passionate debate

Communicating daily processing times to call centers and brands

Acting as a liaison between the department, agencies and/or customers

Participating in the overall planning and coordination of the department’s future direction

Identifying areas for process improvements

Requesting system enhancements

Implementing processes that are more efficient and tracking the outcome

Providing accurate month end data within specified time periods

Assist with special projects as required

Assigning and directing the team workflow to meet all department and company financial deadlines

Gathering and reporting metrics to use in evaluation of team members

Leading a team that can adapt to change and thrive under large volumes of work

Review bookings along with verification of credit cards to avoid fraudulent actions

2008-2014 JP Morgan Chase

Operations Unit Manager Litigation Support (2013-2014)

Managed a team of 16 direct reports to provide accurate and timely information

Responsible for accurate information given to legal department attorneys to defend active lawsuits

Served as a single point of contact for questions regarding any stage of the mortgage process

Monitored staff case load

Reviewed exception reports

Identify root causes of litigation

Approved settlement agreements and other documents to assist in resolving litigation

Created SharePoint sites for productivity reports

Operations Unit Manager Foreclosure Support (2012-2013)

Led the first team to develop a viable productivity tracking report while continuing to provide service for both quality control teams.

Monitored team performance and individual productivity based on report metrics

Coached underperforming team members

Performed execution of documents and quality control for states of Florida and New Jersey

Established an outstanding relationship with fellow managers

Coordinated communication between quality control and affiant management to assure memos and procedures reflect current affidavit/system of record practices.

Transitioned Florida facilities to updated document review solution database to ensure all data was captured and tested

HL Underwriting Supervisor III (2010-2012)

Managed, coordinated and directed the daily operations of 12 employees

Ensured quality, production, investor insurer and Service Level agreement goals were met

Reviewed, tracked and reported daily performance statistics of team members to management

Interviewed, coached and provided feedback to team members

Communicated policies, procedures and priorities to the team

Government Sponsored Enterprise (GSE) Specialty Group (2010)

Responsible for foreclosure holds for underwriters

Reviewed presales, sale schedules and lists for attorneys in the foreclosure department

Implemented and maintained general email boxes for line of business to stay within service level agreement guidelines

Performed reviews of potential rescissions to reverse foreclosure resulting from error in sales

Assisted with other various foreclosure related projects as necessary

Operations Unit Manager – Special Loans (2009-2010)

Performed Adjustable Rate Mortgage (ARM) index maintenance and monitored rate change notices

Reviewed data on new and transferred special loans for accuracy

Determined eligibility, minimum curtailment requirement and system changes on accounts for principle and interest recast modifications

Reset loan rates upon receipt of the borrowers written request

Analyzed rate changes on system of record, Managed Service Provider (MSP)

Assisted with projects pertaining to the department as needed

LS Section Manager II (2006-2009)

Monitored workflow processes, analyzed data and evaluated team statistics against key performance indicators

Recommended and implemented process and procedural changes to improve operation effectiveness

Planned, scheduled and reviewed work product of team

Ensured compliance with department procedures, standards and regulatory issues within scope of the department while creating and maintaining documented procedures

Apprised senior management of trends and initiate corrective action

Mentored team, coordinated training courses and certifications to develop team competencies

Conducted team meetings to ensure communication of policies, goals, new programs, quality issues and regulatory guidelines

Reconciled daily system balancing for company platform and daily funds movement sheet

Participated and led projects and initiatives as assigned by upper management

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