Operations Manager Employee Relations

BARBARA CONFORTI

Covina, CA 626-***-**** ***********@*****.***

MANAGEMENT PROFESSIONAL

Customer Service Training & Development Team Leadership Coaching & Mentoring

Versatile, energetic, and positive leader with a history of success managing, training, mentoring and coaching teams and individuals to perform at their highest level and truest potential. Recognized for a consistent ability to manage competing priorities, meet strict deadlines, and thrive in high-volume and fast-paced environments. Demonstrated career success in developing and implementing operational processes that yield greater productivity. Passionate about creating the best customer experience possible by utilizing creative thinking, problem solving, and analytical skills.

AREAS OF EXPERTISE

Customer Service Team Management Performance Management Operations Management Team Building

Team Development Training Administrative Management Project Management Reporting & Analysis

Goal Setting PowerPoint Communication Time Management Pipeline Management Calendar Management

PROFESSIONAL EXPERIENCE

FREEDOM MORTGAGE August 2020 – April 2021

Operations Manager

Led all aspects of operations remotely, including overseeing a team of 21 employees with a consistent focus on training, coaching, and career development. Established and communicated goals effectively.

Partnered with sales teams to identify and implement strategies for effectively managing a pipeline of customers, ensuring customer service and delivering profitability.

Trained employees in a timely manner while emphasizing the need for efficiency and professionalism. Promoted an employee within 4 months due to training and development effectiveness.

FIRST FINANCIAL CREDIT UNION May 2016 – August 2020

Operations Manager Real Estate Processing Supervisor

Directed operations for the lending department including team management, compliance adherence, strategic planning, and partnering with sales teams to establish and communicate rigorous revenue goals. Managed a team of employees and headed HR related tasks, including payroll, career development, coaching, performance improvement, and employee relations. Maintained a consistent emphasis on customer service, professionalism, and continuous process improvement. Handled all escalations and ensured timely resolution.

Grew the lending team from 3 to 12 people within 12 months, yielding a significant increase in productivity.

Built the initial set-up team to remain competitive and increase efficiency. Reduced turn times from ~8 days to 24-48 hours by developing and implementing effective training curriculum and setting rigorous service-level goals.

Oversaw and tackled all aspects of the hiring process including recruiting, interviewing, onboarding, and training.

Completed 21 performance reviews annually, gaining positive employee feedback and performance improvement.

Created policies and procedures (SOP’s) used for each employee as well as for cross-training purposes. Increased sales from $9M to $28M annually after building and launching new team with articulated SOP’s.

Charged with providing field supervision; regularly visited regional branches to set goals, train employees on systems and processes, and provide coaching/mentoring to ensure optimal performance.

Utilized training manuals to create a more effective and impactful field training curriculum. Developed and implemented 2 classes (webinar and in-classroom), creating transparency on role expectations, loan processes, and product knowledge.

Coached and developed employees by identifying goals, creating strategic and time-sensitive action plans, and overseeing progress, resulting in the promotion of 4 employees within 2 years.

Managed a pipeline of ~150-250 clients for loan production/turn time.

Barbara Conforti Page Two

LOAN DEPOT October 2014 – March 2016

Document Department Manager

Ran the day-to-day operations of the document department, ensuring quality documents and timely service provided to every customer. Partnered cross-departmentally to establish and communicate common goals.

Effectively managed a pipeline of customers and consistently delivered turnaround times of 24 hours or less.

Held regular meetings and check-ins with team to set goals, assess progress, identify areas of improvement, and communicate necessary organizational changes.

Headed HR related tasks and employee relations, including timecards, production reports, performance reviews, training, hiring, and onboarding.

FIRST MORTGAGE CORPORATION January 2009 – August 2014

Loan Servicing Customer Service Representative New Loan Set Up Analyst

Championed a positive customer experience by handling all aspects of the new loan setup process for customers with a consistent focus on timely responses, individualized attention, and professionalism.

Managed high-volume calls, providing a range of support including year-end analysis and reporting, payment posting arrangements, insurance, and a variety of other customer needs.

Delivered exceptional customer service by addressing and resolving any and all customer issues.

FREMONT INVESTMENT & LOAN June 2003 – March 2008

Assistant Operations Manager

Supervised the operations team of 27 to support 20 high volume account executives. Oversaw all aspects of the loan process while delivering quality customer service, ensuring compliance, and producing exceptional volume. Tapped to fill in for Operations Manager when absent.

Closed ~$175M to $200M monthly in loan volume (wholesale).

Supported the hiring process by conducting interviews, providing training for new staff, managing timecards, overseeing performance reports, and conducting annual performance reviews for the entire time.

Prepared, assessed, and interpreted production reports monthly and delivered results to senior management.

Served as primary contact for service escalated calls to ensure prompt and professional resolution.

FIRST NATIONWIDE MORTGAGE CORP September 1998 — June 2003

Operations Manager

Promoted to manager within 6 months due to exceptional performance and leadership. Selected to head up the newly developed operations team consisting of 12 members to support the inside sales team. Set rigorous goals and regularly assessed production reports to identify strategic plans for profitability.

Closed $45M in volume within the first month of launching and, subsequently, delivered an average of $45M to $55M monthly in loan generation, achieving efficiency and revenue consistency within 3 months of startup.

Directed performance management and employee relations for the team with a focus on performance improvement, conflict resolution, and HR policy adherence.

Consistently exceeded company standards for quality control scores, delivering at 96% or greater.

TECHNICAL SKILLS

Excel • Word • Outlook • PowerPoint • CalyxPoint and Encompass • FNMA DU/LP • Microsoft Teams

EDUCATION & LICENSURE

Associate of Arts (AA), Business Administration – Mount San Antonio College

Real Estate License – California

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