Client Services

EVELYN MICHELLE RUSSELL

RELATIONSHIP MANAGEMENT

********************@*****.***, 919-***-****

*** ***** *******, **** **********, MD 20744

www.linkedin.com/in/evelyn-michelle-russell-49b53ab6

PROFILE

Results-driven Client Relationship Manager with a wealth of experience serving internal and external customers. Analytical professional, skilled at identifying and minimizing risk, improving processes, financial reporting and increasing efficiency. Clear communicator focused on promoting collaboration between teams and departments which drive down costs and deliver the highest quality service to all clients.

AREAS OF EXPERTISE

Client Relationship Management

Process Improvements

Data Mining & Analysis

Team Training & Leadership

Database Management

Communications & Presentations

Policy Development

Performance Trend Analysis

Reporting

Access, SQL, SAS

SharePoint

MS Word, PowerPoint, Excel

EDUCATION & TRAINING

Morse School of Business

Business Administration

1992 – 1994 Hartford, CT

COMMUNITY INVOLVEMENT

Meals of Love, Raleigh, NC

Habitat for Humanity, Washington, DC

PROFESSIONAL EXPERIENCE

Default Expense Management Senior 01/2012 to 06/2020

Freddie Mac, McLean, VA

Directed claims submission, audit of foreclosures, reimbursement processes and loan servicing covering Seller Servicer expenses in foreclosure, contested foreclosure, HOA, mortgage insurance and bankruptcy. Collaborated with risk, legal, and compliance teams to ensure adherence to the Servicing Guide and FHFA regulations. Utilized Agile and Waterfall methodologies to streamline processes and reduce costs. Provided oversight on communications and correspondence to meet service-level expectations. Executed reporting and analyses. Proficient with SharePoint, Access, Excel, and SQL. Strong quantitative, analytic and project management skills.

Achieved an 80% improvement in communication time and speed issue resolution by implementing, training, and managing a new process (eGain) for team mailbox monitoring and reporting. This was critical for communication between Freddie Mac and customers nationwide.

Served as the Business Unit Subject Matter Expert (SME) for the Re-Imagine Servicing initiative within Single Family for the development of the PAID (payment automated intelligent dynamic) application.

Developed PowerPoint and WebEx training materials and talking points to broaden the internal and external customer experience.

Facilitated staff training, web-based and onsite customer training and high-level management training to enhance relationship management.

Maintained, developed, and updated process flows, procedures, and objectives as requirements changed.

Performed risk assessments, identified, and escalated risks as needed.

Collected, analyzed, and summarized data to support conclusion and communicated via reports up to Senior Management.

Provided regular and ad-hoc reporting validating loan-level data, created templates, formatted, and scrubbed data, and tabulated information in final form, ensuring the reporting complies with prescribed formats, and other data requirements for Senior Leadership and to manage SOX controls for the Ending Payable Balance report.

Managed the daily operations (audit loan document review, workflow, reporting, servicer calls, etc.) of the Default Fees and Claims team to ensure deliverables and service level agreements were met, with action-based communication to Senior Management.

Performed work that requires knowledge of loan defaults, models and mortgage/securities industry, loss severity, and prepayment data.

Served as a point of contact and subject matter expert to address questions and concerns from the Seller Servicers as it related to the Servicing Guide and FHFA regulations by providing guidance, and interpretation, policies, standards, and procedures.

Senior Client Service Plan Manager 10/2004 to 01/2012

The Principal Financial Group, Raleigh, NC

Administered the Deferred Comp - 457(b) plans and the Deferred Comp 457(f) plans for a select group of highly compensated or key management employees which involved highly technical expertise and workmanship. Served as the key person for several client accounts. Worked with key client contacts to manage requirements and build relationships working with C-Suite, company owners, financial executives, and HR personnel daily. Delivered client relationship management for a diverse array of clients. Broadened relationships, educated clients, and implemented new processes and positive changes to achieve continuous improvement. Proactively assisted clients in understanding requirements, plan language and provided a wide range of services and proactive consulting in a talented team environment.

Refocused marketing efforts and reallocated resources to enhance profitability, successfully exceeding goals by 60%.

Secured Series 6, Series 63, and NC Life Insurance licenses.

Served as subject matter expert (SME) on nonqualified 457(b) and 457(f) platform.

Performed trust accounting and federal mandated compliance testing.

Performed and managed all aspects of the client 457(b) and 457(f) allocations, final reports, government reporting, participant statements, and distribution/diversification and cash management services.

Communicated in all mediums with clients proactively to assist with questions, plan complexity discussions, education, participant data, plan administrations procedures, etc.

Developed professional timeline to meet client expectations for all services.

Ensured accuracy and integrity of the client’s data and set up for ongoing success.

Maintained comprehensive knowledge of large record keeping systems.

Contact this candidate