Disaster, Business Continuity & Insurance & Risk Management

Charles O. Ogutu

Irving, Texas 469-***-**** ********@*****.***

Professional Summary

A highly motivated and passionate Business Continuity professional (CBCI- Certification), who cares about service resiliency and strives to make applications, tools, and processes compliant with enterprise continuity and resilience standards. Has proven ability of developing strong relationships, collaborating across teams, coordinating multiple timelines, and managing complex, cross discipline risks and issues between stakeholder groups. Facilitates Business Impact Analysis (BIA) sessions with process specialists. Provides guidance and feedback to business clients in the development of and improvement of their business continuity plans. Collaborates with and provides direction to clients developing realistic exercise scenarios to demonstrate organizational resilience. Collaborates with team members to advance the Business Resilience Program by continuous improvement to program standards, procedures, processes, training, templates, and tools and provides status reporting and metrics for business clients.

Areas of Expertise & Experience

Omni Resiliency

Business Continuity Consultant April 2015 – Current

Reviews and performs the Analysis stage, Business Impact Analysis (BIA), and Risk and Threat Assessment using the Insurance Underwriting, Business continuity and Emergency / disaster management skills.

Designed Business Continuity Solutions and implements Risk and Threat Mitigation Measures

Brought together various business departments including production units to carry out Impact Analysis (BIA) to develop critical functions for accurate assignment of Recovery Time Objectives (RTOs).

Coordinated and other relevant departments - Human Resources; Corporate Communications; IT Disaster Recovery; Facilities; Payroll; Risk; Legal and Compliance departments among other available departments to be incorporated to the Crisis Management Team (CMT).

Coordinated with IT and helped with the planning of a full database back up implementation and design staring with a Differential back up, Transactional Log Back up and finally a Tail Log back up for speedy recovery following a disaster or incident.

Managed and Participated in Risk/Threat assessment at the Initial BIA stage

Planned and directed the execution of exercises that incorporates building evacuation, testing and approval of evacuation test dates.

Championed and assisted with promoting business continuity (e.g., awareness weeks)

Participated in Tabletop Exercises as requested

Assisted with conducting and managing Business Impact Analysis and risk assessments for key business functions

Empire Data Systems January 2018- July-2022 Business Continuity Consultant

Partnered with Department Heads, and their representatives to identify risks, prioritize critical business processes, and created and maintained continuity plans.

Coordinated with Human Resources, Admin Services, Cybersecurity, Disaster Recovery, Enterprise Risk Management, and other functions and delivered timely workable plans.

Assisted with the creation and maintenance of recovery strategies through continuous risk assessments.

Directed cross-functional engagement within the BC program at all clients and vendor points.

Negotiated and gained commitment from business functions to ensure resources are available for all required BC activities.

Created solid formal and informal networks with cross functional partners to drive engagement and program sustainability

Developed policies, procedures, templates, standards, and communication plans.

Conducted plan development, training, and tabletop/exercise workshops with departments and vendor contact units to raise business continuity awareness and increase preparedness for crisis or disaster.

Facilitated and coordinate exercise responses in the event of major business disruptions.

Defined and monitored BC metrics to show achievement of business continuity KPI’s.

Monitored program health and maturity reporting to ensure compliance and preparedness.

Kept ahead with knowledge on BC trends and technological advancements.

Implement continuous improvements

Metro Rent- A- Car August 2016 – December 2021

Business Continuity Coordinator

Managed COVID-19 Peak Period and supervised governance of Business Continuity Planning (BCP), Crisis Management Planning (CMP) and coordinated with Disaster Recovery Planning (DRP).

Reviewed and ensured procedures are in alignment with Corporate, Industry, and Regulatory Standards and best practices.

Ensured the delivery of consistent and effective business continuity (BC) and disaster recovery (DR) services with an emphasis on best practices and increasing levels of maturity.

Provided Crisis management support for the continued improvement of all BC/DR services.

Coordinated cross -functional teams The role provides consultative assistance and thought leadership in a cross-functional environment while working with multiple members of business units.

Coordinated, developed, maintained, and tested business continuity plans and disaster recovery requirements.

Trans Logics September 2020 - January 2022 Business Continuity Consultant

Facilitated and gathered requirements to develop and maintain Business Continuity plans

Analyzed, and certified the alignment of business recovery requirements with IT recovery capabilities to ensure plans are sound.

Planned and conducted Functional and Table-top business continuity exercises to validate recovery strategies and test business continuity plans

Developed a comprehensive testing roadmap and conduct tests that include coordinated recoveries with business operations; develop reports and action plans

Provided subject matter expertise to different business functions and workplace projects ensuring high availability, appropriate risk mitigation, and recoverability that conforms to business needs

Collaborated with vendor technology teams to identify potential technology resilience risks in project initiatives

Collaborated with vendor management teams and provided vendor assessment support from BC/DR perspective in relation to COVID-19 and other disruption incidents.

Provided support during emergencies, incidents or crises that required the activation of crisis or continuity plans-COVID-19 was such instance.

Managed lifecycle for crisis incidents including declaration, activation, monitoring.

Assisted in other projects/activities as required to maintain the Business Continuity Program during the COVID-19 Peak period.

Performed business continuity program self-assessment (annual) as per ISO 22301 and other business continuity standards to assess program maturity, identify gaps, and build yearly roadmap for the program.

Developed and socialized Business Resiliency training for the enterprise

Maintained documentation for review by auditors and regulators

Maintained business continuity documentation, plans, BIA, and testing results in the BCM tool

Served as a resident expert on all things BCM

Freedom Mortgage July 2020-August-2022

Senior/Escalations

CFPB- Consumer Financial Protection Bureau- Handle and resolves customer complaints with CFPB, Better Business Bureau-BBB or Corporate Escalated cases to ensure that the laid down governance procedures are not breached, and that program objectives, policies and procedures are sound.

Handle Executive Escalated matters falling out of compliance and governance and help resolve customer issues and concerns diligently. Focus being protection of laws and regulations and the implementation metrics.

Direct and deescalate customer transferred calls from failed scheduling to close calls and then review financial closing disclosures with customers, resolve and schedule customer to close loan or resolve and hand over the customer back to the relevant department cognizant of compliance requirements.

Train New Hires and mentor those needing career growth within the organization.

Assisting customers to address disputes, concerns or service delivery issues and resolving them in a timely manner to ensure customer satisfaction.

Handle transferred cases and calls from legal department by reaching out to customers by reviewing their files, deescalating after resolving customers concerns and owning file to closing stage of file.

Handle all aspects of customer escalations, contact processes, customer experience, correspondence, research, webservices, correspondent lending and origination issues with customers.

Identify, analyze, and initiate the escalation process based of procedure guidelines of Freedom Mortgage.

Ensuring customer escalated concern is resolved to achieve best customer experience or satisfaction.

Reach out to resolve any negative customer feedback based on surveys received to win customer trust.

Communicate and ensure relationship with inter-departments to resolve escalations in a timely manner.

Establish correct expectations with customers and resolve any customer care issue through effective communication.

Help build the strength and skills of fellow employees through training to help build team performance and stepping in to assist other team members when necessary.

Resolve customer closing failure issues through communication with relevant departments such as Title, Sales, operations, executive and Legal.

Identify customer concerns, deescalate, and then work with other lines of business, and collaborate across departments to ensure that all necessary steps are being taken to resolve customer issues or concerns.

Commendation- Received numerous letters of appreciation and compliments from Customers for excellent professional customer service in resolution delivery.

AWARD- Received from Freedom- High Flyer Award for Excellent Professional Customer service delivery.

Resolution- Over 98% of all calls or files referred de-escalated and resolved with highest customer satisfaction.

Financial Operations- Funding – JP Morgan Chase

Funding Operations Consultant -Commercial & Residential Housing Funding

Hired to step in and Facilitate funding Process following abrupt key personnel shortage

Prepared and Funded Commercial & Residential Wires up to $ 100,000,000 a day.

Handle the settlement of Funding and Advances transactions for Key Corporation Bank clients.

Review collateral documentations for warehouse Advance’s approval for Commercial mortgage Loans.

Review Pre-funding documentations to ensure accuracy and conformity with funding guidelines.

Process Advance request payments for commercial and Residential mortgage loans per facility requirements

Process Paydown requests on mortgage loans requests from major lenders for commercial and Residential mortgage requests per facility requirements.

Communicate and request for any outstanding post-closing/ funding documents.

Ensure timely shipment of collateral to the investor, notifying all parties concerned with each transaction.

Process pay-offs and ensure collateral security.

Third party and partners communications; Liaise with Attorneys / Counsel, Title Companies, and clients to ensure the Facilitation of Electronic Delivery during COVID-19 period.

Transportation-Travel Service Operations

Passenger Service – American Airlines

Implemented and supervised operational performance and service change delivery goals. Responsible for direct oversight of assigned work team/area on designated Airport Terminals or shift.

Achieved significant overall improvement and client satisfaction rates.

Award - ABM Aviation/Industries Certificate of Excellence for Outstanding Performance & Legendary Service in Multiple Disciplines Awarded.

Work History

Freedom Mortgage Corporation July 2020 – August

Sr. Escalations Specialist /Reserve Lead - Mount Laurel, New Jersey

Omni Resiliency April 2015 – Current

Consultant- Business Continuity

Risk Management & Data Governance

Disaster Management & Business Continuity Irving, Texas

JP Morgan Chase November 2019 – June 2020

Funding Operations Consultant Fort Worth, Texas

Metro Rent a Car August 2016 – December 2021

Texas

Trans Logics September 2020 - January 2022

Texas

Empire Data System January 2018- July-2022

Pennsylvania

Caliber Home Loans April 2018- July 2019

Irving, Texas

ABM Aviation-Passenger Service June 2017-April 2018

DFW Airport, Texas

Pacific union Financial October 2014- March 2016

Irving, Texas

Citi Bank January 2010- December 2013

Education

oDBA: Doctor of Business Administration- Homeland Security/Business Continuity [2021] GPA 3.89: 4.00

Walden University

oMA/MA: Master of Emergency and Disaster Management and Homeland Security -Dual Degree Program--Current GPA 4:0:4:0 – Due 2023 May

American Public University/American Military University

oMBA: Business Intelligence & Data Analytics Management [2016] GPA 3.69: 4.00

KELLER GRADUATE SCHOOL OF MANANGEMENT / DEVRY UNIVERSITY

oBachelor of Science: Technical Management [2014] GPA 4.00: 4.00. Graduated with Summa Cum Laude

DEVRY UNIVERSITY.

oAssociate in Applied Science – Logistics Technology [2014] GPA 3.45: 4.00

NORTH LAKE COLLEGE

Certifications:

•CBCI- Business Continuity Certified.

AU, API, AIS, INS – (USA)

• Associate in Insurance Services (AIS): Certificate in General Insurance (INS)

• Associate in Commercial Underwriting (AU): Associate in Personal Insurance (API)

Dip CII-(Lon) UK - Diploma in Insurance – Chartered Insurance Institute

Affiliations:

• The Golden Key International & Delta Mu Delta International

• American Society for Industrial Security (ASIS)

• The National Society of Leadership and Success (NSLS)

• The Business Continuity Institute (BCI)

• The International Consortium for Organization Resilience (ICOR)

• The Chartered Insurance Institute (UK)

• Insurance Institute of America (AII)

Technical Skills:

Strong Communication Skills, Leadership Skills, Crisis management, Team Player, Sound Decision and Judgment Making Skills, Excellent Organizational Skills, Coordinates Projects and Works Well Under Time Constraints. Analytical skills, Microsoft Word, SQL Server data management trained, Excel, Share Point, Sales Force, Outlook, IVRs, DRI, Data Track, LSAMS, Loan Serving & Account management Systems (AMS), Customer Management System (CMS), FileNet, SAR, AS400, MERS, Home Affordable Modification Program, Workflow Underwriting System.

Contact this candidate