Manager Account Executive

KRISTIN BARBER

*************@*****.*** 515-***-****

https://www.linkedin.com/in/kristin-barber-mba-mj-risk-and-compliance-7b59624b/

PROJECT OPERATIONS MANAGER

SUMMARY

Motivated Business Leader with progressive experience in working with management, operations, project management and HR Consulting and lending organizations. Resolving multiple client’s issues in relation to employee disputes, enrollments, payroll issues to assist HR issues to meet client needs. Skilled in undertaking large, complex projects and assignments, providing solutions to clients, and meeting tight deadlines and delivering superior performance. Relationship building, internal growth and mentor/developing people/employees into leaders.

Core competencies:

Financial Analysis Training and Development Client Relations Process Development and Implementation Performance Management Strong Verbal and Written Communication Skills Project Management Strategic Planning Client Management BPO Agile Salesforce

PROFESSIONAL EXPERIENCE

MERCER GLOBAL 2014 - 2020

Project Manager – HR Systems Upgrade - June 2019 – Present

Operations Manager – GOSS offshore team - April 2016 – June 2019

Client Services Operations Manager - Sept 2015 – April 2016

Life and Health Administration Operations Supervisor - July 2014 – September 2015

Managed business analysts and clients through a business wide system upgrade within the firm attaining a the successful completion of transition to the new platform through the administration of multiple aspects of the clients HR needs to prepare for open enrollment through the management of all clients’ needs inclusive of payroll/deduction files, IT integration with new software, plan documentation requirements meeting the technical needs for the upgrade

Successfully managed the post-enrollment process with the clients and IT working through technical issues relating to files, carriers and enrollment.

Completed the creation and development of an Offshore Service Delivery business unit operations, supporting 172 clients with volume of over 500K lives resulting in reduced overtime for onshore staff and faster response times to clients’ needs and onshore issues.

Successfully managed and forecasted budget at a department level for staffing purposes achieving the correct balance of staffing needs based on fluctuating client needs for the organization.

Created first organizational structure (of offshore team) through recruiting and developing personnel (headcount growth from 15 to 42), established procedures, consolidated resources and provided technical support earning a positive net income. Leading to a self-sufficient team that is now managing projects independent of onshore leadership.

Developed and trained 17 analysts to effectively manage clients’ needs and balance case management workload

Conducted in depth analysis of all HR Processes and Contracts, including cost analysis to determine transition of work to our offshore partners.

Accomplished the transition of Service Delivery, Implementation, and Communications administrative processes to our offshore partners, including training and supervising production until Go Live process.

Succeeded in the development and deployment of a production tool for use across departments within Mercer; provided detailed analysis and reporting of all information, leading a team through the testing phase, ending in the successful completion of the project that has led to a consistent increase in production, management assessment and team development.

Assisted other departments within Mercer in the developing a production tool to fit the needs of each respective line of business; continue to mentor and train leaders on database.

Successfully steered team of 13 with an initial production level of 63% team production to achieve a consistent production level of 100% and higher. Increased individual production from 40-50% to meet the department standards of 84% by coaching, mentoring, and empowering the team to share knowledge and ideas.

Partnered with Client Management to reposition previous workflow practices of our client which achieved increased productivity and response time providing greater client satisfaction and retention.

Newcastle Home Loans Operations Supervisor July 2013 – Dec. 2013

Oversaw the day to day Operations within processing, underwriting, closing and post-closing to improve inefficiencies, implement processes and procedures to improve loan file quality for a Correspondent Lending Company which resulted in quicker purchasing of files by investors.

Successfully brought all outstanding FHA issues at risk of losing FHA designation.

Developed and implemented processes that maintained the status of all FHA files as current.

Supervised operations staff of up to 20 people. Held weekly staff meetings, implementated job profiles, expectations and salary ranges, training, and ongoing coaching and development of all exisiting employees to meet the revised processes of NewCastle Home Loans.

Effectively brought company into compliance with investors by developing and implementing uniform processes and procedures; Expedited faster purchasing of correspondent loans, increased profit margins and suspense ratios with the investors being reduced from 90% in July of 2013 to 40% by October 2013.

Worked with secondary lending, investors and underwriting reviewing investor overlays and pricing/lock guidelines; provided updates through weekly underwriting meetings and updating internal system (Encompass and Sharepoint) to reflect the guidelines that ensured compliance and saleability of the loan;

Principal Global Investors/Principal Financial Group 2008 –2013

Commercial Mortgage Analyst – April 2012 – July 2013

Life/Medical Insurance Account Executive – Nov 2008 – April 2012

Completed/produced/conducted risk-based review of all financial documents, leasing information, SNDA’s, Pooling and Servicing Agreements and loan documents as needed with investor and Master Servicer per our contract.

Collaborated on a special project with Senior Leadership to assist with on-boarding loans acquired from another servicer

Produced audit lien waivers, title searches and UCC Agreements to perfect clear title and no future liabilities against the property.

Performed Market Research Comparable Analysis on properties to ensure current leases within the current rental market range.

Increased retention and business in small business groups, 15 lives and under, by 42% percent by providing excellent customer service, education of existing benefits and additional lines of coverage.

Worked with 300-350 files per month, and assisted groups and insurance brokers to guarantee retention with Principal Financial Group.

Wells Fargo Home Mortgage Loan Adjustor Team Lead April 2010 – July 2011

Provided weekly updates to team members regarding processes and procedures and coached members individual and group formats to assist with skill development, problem resolution and escalated calls.

Reviewed all financial documentation to verify positive cash flow and ability to comply with a proposed loan modification.

Partnered with Underwriting to obtain and review documents and provided front end and back end review to insure completeness of file and possible loan modification options.

Training specialist for new and existing team members on policies and procedures.

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EDUCATION:

M.B.A., Leadership Innovation, Drake University, expected graduation December 2020

Masters of Jurisprudence, Risk and Compliance, Drake University, expected graduation May, 2021

Bachelor of Science degree in Business Management/Real Estate Certificate, Grandview College

Associate in Paralegal Studies, Des Moines Area Community College

LICENSE:

Insurance license for Life, Medical and Disability

State of Iowa - License Number: 000*******

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