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Control Operator Project Coordinator

Spring, TX
May 27, 2022

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***** ****** ***** *******, ** **083 281-***-****

Professional Objective

• To obtain a challenging leadership position applying creative problem solving along with lean management skills with a growing company to achieve optimum utilization of its resources and maximum profits.

Professional Qualifications

Secret Clearance -DOD CAF 2026

FEMA-PDMG Certification 2020

Records Management

Six Sigma- White Belt

Licensed Life Insurance, multiple states

Inventory Management

Teambuilding & Supervision

Acquisition & Market Planning

Expense Reduction -Payroll

Staff Development &Training

Report & Document Preparation

Accounts Payable/Receivable

Professional Experience

Self- Employed, Houston, TX

Self- Employed November 2017 to current

●Founder of 20 Shades of Vegan, LLC

●Networks and creates innovative design concepts for social media to promote self- published cookbook, online cooking classes and catering.

●Handles all accounting and budgeting for food preparation, waste and cost control techniques.

Courses Completed: 2019-2022

●Completed a series of entrepreneurial webinars. Wrote, edited and independently self-published several cookbooks. Obtained Food handler certification. Obtained Life Insurance Licenses in several states. Completed FEMA courses: Public Assistance Program Manager, IS-1000, IS-1001, IS-1022, IS-1004, IS-1010 and grants portal.

IMS Engineers, City of Houston, Housing & Community Development, Houston, TX

Disaster Recovery Project Coordinator-Grants February 2019 to November 2019

●Established goals and objectives for City's housing programs based on the Housing Element, community participation, CDBG (Community Development Block Grant), HUD, and HOME guidelines and regulations. Performed duties related to the administration and usage of Community Development Block Grant and HOME funds for public service, homeless, and public infrastructure projects related to Hurricane Harvey.

●Created standard operating procedures, work aids and guidelines as it related to loan and grant closing.

●Assisted with creation of the HUD Integrated Disbursement Systems requirements and management.

●Reviewed principles and procedures of grant application and administration including CDBG-DR and related funding programs.

●Procured and developed necessary agreements for agency funding. Consulted with legal staff as needed to prepare legal documents related to housing rehabilitation loans. Submit copies of all agreements, loan documents to concerned parties for review for approval and signature. Monitored the implementation of agreements. Documented payment and expenditures, optimizing the grant administration process.

●Coordinated departmentally to ensure the smooth running of loan closing proceedings in a timely manner. Audited internal loan closing documents. Prepared progress reports, ensuring compliance with grant regulation.

●Communicated with applicants, attorneys, closing agents, the construction team, and vendors to resolve concerns such as environmental, ethics, safety and health of homeowners.

IMS Engineers, City of Houston, Housing & Community Development (FEMA), Houston, TX

Disaster Recovery Coordinator-Housing April 2017 to February 2019

●Determined program eligibility for DR- FEMA, CDBG-DR, HOME applicants per department, which includes the city, state, guidelines according to.

●Learned the intricacies and procedures of Public Assistance and Hazard Mitigation grant programs, including but not limited to HUD, CDBG-DR, FEMA, General land office and direct home repair, DAHLR related programs, and other federal funding streams.

●Coordinated efforts selected contractors and internal resources during all phases of the project to prepare construction documents related to Hurricane Harvey. Reviewed Harris country appraisal district (HCAD) to confirm homeowners legal lot descriptions of damaged dwelling

●Monitored compliance requirements to ensure activities comply to federal, local and state program rules and other programs to ensure compliance with FEMA/GLO/HUD requirements and regulations; ensures program regulations are met

●Reviewed reconciliation and accounting procedures in accordance with project standards for accuracy.

●Communicated with homeowners in person, by telephone, electronically and by written correspondence.

●Ensured quality assurance instruments, risk management, regulatory compliance, utility confliction, and permitting was properly executed during all project phases.

●Maintained accurate records, files, forms, statistics and additional relevant information in accord with agency policy, licensing, and/or funding requirements. Extracted, sorted, queried, reported and summarized data.

●Conducted field inspections of assigned case load to ensure applicants remained eligible per direct lease or mobile home unit FEMA guidelines. Recertified mobile home units and direct lease apartments to ensure health and safety.

FCi Federal, Department of Homeland Security, USCIS Immigration and Citizenship, Houston, TX

Project Manager May 2015 to April 2017

●Managed the day to day operations of over 90+ government contract employees’ onsite and offsite.

●Provided leadership, guidance, and evaluated the performance of all contract employees

●Implemented lean training project for all employees. Cut cost by 32% in six months.

●Developed, implemented, maintained appropriate policies and procedures concerning program administration. Interacted with senior government personnel to ensure commitments of the FOSS/USCIS contract were maintained by all parties.

●Created and updated Standard Operating Procedures. Reviewed policies and procedures annually with government personnel. Ensured ethics, safety, health and environmental standards were met by the organization.

●Established and met 93% of goal deadlines, allocated budgets and worked across software, marketing and executive teams to ensure teams were properly resourced.

●Designed operational protocols, including quality assurance for all government and grant administration functions.

●Researched, analyzed, interpreted, and applied complex programmatic regulatory guidance.

●Analyzed data and reviewed daily production reports for accuracy and ensured they were submitted and approved in accordance with compliance with state, federal and local rules.

●Managed project schedules milestones, scopes, quality control, risk, issues, budgets from preliminary stages through design and development to ensure departmental goals and measure are aligned with customer requirements.

●Performed quality assurance compliance audits, reporting and documentation, prepared reports and monitored department performance levels to ensure quality is within compliance of state, federal and local rules

●Performed administrative and human management functions for supervised personnel; which included interviewing, hiring and disciplinary action according to company policy.

Shell point Mortgage Servicing, Houston, TX

Loss Mitigation Supervisor May 2013 to May 2015

●Provided guidance and leadership for management and staff. Lead and mentored Loss Mitigation team to develop and reinforce skills. Improve processes and procedures, and increase overall effectiveness by 50%. Oversaw and facilitated the training of new employees.

●Tracked, monitored, and measured employee performance according to department standards. Provided monthly feedback.

●Supervised the analysis of financial statements, tax returns, credit reports, claims, HUD forms, valuation reports, and title reports to approve the appropriate resolution for the customer. Responsible for onboarding and enrolling new loans

●Arranged for contractual services relating to property inspections, appraisers, real estate agents, etc., who may be involved in the inspection or evaluation of the collateral

●Advocate for the borrower by intervening on their behalf to remove obstacles preventing prompt and successful resolution of their issue or inquiry. Coordinated inter-departmentally as needed to expedite borrower responses.

Shell point Mortgage Servicing, Houston, TX

Loss Mitigation Team Lead (Promoted within) March 2013 to May 2013

●Assisted supervisor with tracking employee performance through training, coaching and shadowing.

●Scheduled and monitored employee time records.

●Managed a pipeline of loans which included, underwriting the borrower's income to substantiate the workout being offered.

●Supervised the analysis of financial statements, tax returns, credit reports, valuation reports, claims, HUD forms, and title reports to approve the appropriate resolution for the customer.

●Arranged for contractual services relating to property inspections, appraisers, real estate agents, who may be involved in the inspection or evaluation of the collateral. Review titles to prepare files for deed in lieu of foreclosure.

●Analyzed escalated accounts for compliance and exceptions to the modification program guidelines.

●Supervised the litigated team within loss mitigation and analyze all legal files.

Shell point Mortgage Servicing, Houston, TX

Loss Mitigation Negotiator (Promoted within), October 2012 to March 2013

●Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale and foreclosure process. Utilized multiple application systems to inform borrowers of loan terms, important dates and deadlines. Communicated and coordinated with multiple Servicing departments (both internal and external) informing the borrower of status, options, next steps; remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process. Ensured necessary information and complete packages are received in a timely manner, maintained, tracked, and logged in multiple systems

●Provided single point of contact to the borrowers whose loans are delinquent or at high risk for delinquency. Assist borrowers to find solutions to maintain home ownership.

●Analyzed the customer's financial situation and made recommendations on loan modifications to resolve delinquency. Identified, maintained, tracked and logged requested documentation for loan modification review. Notified customers of loan modification decisions, status, options and timeline touchpoints.

Stewart Lender Services, Houston, TX

Loss Mitigation Team Lead/Process Support (Temporary), April 2012 to October 2012

●Reviewed and processed servicing files to determine if all required loss mitigation activities were handled and documented in accordance with the requirements of HAMP, proprietary modification guidelines or other program requirements as they pertain to the timeline of the foreclosure process, prior to making the final foreclosure determination.

●Pre-underwrote foreclosed loans FHA, VA, Ginnie Mae, FNMA & FHLMA, evaluate loans in accordance with HAMP, other proprietary modification or other applicable program guidelines and requirements.

●Fully documented loan histories, imaged documents and information available from all sources to collectively determine if it validates the information used to make the foreclosure decision. Assemble documents, data and information from multiple systems and organize them as required.

Affiliated Computer Services -Xerox, Houston, TX

Customer Care Supervisor (Promoted within), November 2011 to April 2012

●Managed a team of call center agents. Monitored queue and tracked inbound calls. Keep agents aware of inbound calls waiting, abandonment rate processes including handle time, attendance, utilization, and quality and customer survey results.

●Monitored productivity of customer service agents with call observations Made necessary changes in staffing by identifying gaps in performance. Monitor team and center results to identify positive and negative trends to ensure revenue goal and target is meet within call center’s operations.

Learning Development Supervisor June 2010 to November 2011

●Developed and implemented learning strategies and programs companywide. Designed e-learning/web-based courses, coaching, shadowing, career plans, and workshops.

●Provided development to leadership through career pathing, including classroom and web-based daily training.

Fox Sports Network, Houston, TX

Media Specialist II, June 2006 to June 2010

●Responsible for screening, ingesting, and programming material on tape and programming servers for on-air networks. Prepared and distributed all prep cue sheets. Coordinated with programming live events for replay; while ensuring the highest level of quality for all programs screened and edited. Identified missing content. Retrieve and shelve physical tapes. Completed necessary log changes to accommodate last-minute traffic revisions, as well as, inputted all promotional materials into the database to obtain house numbers and add filler information. Resolved issues arising from missing materials prior to Master Control operator receiving.


St. Thomas University, Bachelor of Arts Communication, Houston TX 2002

Aveta Business Institute, Six Sigma White Belt Certification, Houston TX 2015

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