Manager Customer Service
Resume:
STEVEN D. CRAWFORD
Centennial, CO 80122
*******@*******.***
SUMMARY
Senior Vice President / Operations – EVP - COO High integrity, results-driven mortgage banking executive with extensive experience in building and leading highly motivated professional managers and teams to impressive levels of success in frequently changing and fast-paced environments. Strong business and industry qualifications coupled with an impressive track record of creating and implementing organizational change. Proven ability to apply strategic planning, process reengineering and performance management to positively impact corporate profitability, enhance competiveness, improve productivity and quality and provide exceptional customer service. Excellent communicator and leader.
QUALIFICATIONS
Progressively increasing responsibility and expertise in:
• Loss Mitigation • Operations Management • Process Engineering
• Teammate Development • Process Outsourcing • Sales Management
• Strategic Planning • Business Development • Call Center Management
EXPERIENCE
Integrated Asset Services 2011 – Pres
• Senior Vice President – Liquidations, Denver CO
Lead team of Vice Presidents in managing end-to-end REO production and operations while building new component offerings in the liquidations space, including: Marketing, HOA/Title, Bid Repair and Property Preservation, Cash for Keys/Evictions, Closing Coordination, and Short Sale management.
LenderLive Network, Inc 2001 – 2011
• Senior Vice President – Operations / Business Manager, Denver CO
Effectively managed large scale growth and organizational change as the needs of clients and the mortgage industry shifted. Implemented several new component services channels, beyond full fulfillment, including: Loss Mitigation Support, Post Closing QC, Contract Underwriting, Document Management, and Imaging.
• Senior Vice President – Production
Excelled in motivating and leading the management team to achieve consistently increasing production volume, with the most efficiency to drive business unit profitability. Developed and implemented process enhancements, training, and incentive programs to increase productivity, teammate development, individual success, and career satisfaction for all in my charge.
STEVEN D. CRAWFORD/Pg.2
• Vice President – Customer Care / Fulfillment
Helped pioneer and develop a state-of-the-art mortgage fulfillment backbone and create positive brand recognition as a premier source of technology and loan fulfillment services. Designed and managed scalable processes using policies that motivate employees, promote company culture, and ensure priorities are aligned with overall organizational goals. Built personal, scalable, and cost efficient outsourcing solutions for the largest financial institutions.
Chase Manhattan Mortgage formerly Mellon Mortgage 1998 – 2000
• Assistant Vice President / Regional Sales Manager, Denver CO
Contributed to record months of over $100 million funded loan volume at Mellon/Chase by developing and implementing a teammate development program. This program was designed to monitor and assess employee’s skill levels and to provide positive and constructive feedback on an individual basis. The one-on-one attention and direction resulted in measurable performance improvement.
Firstplus Financial 1996 – 1998
• Vice President of Central Production, Denver CO
Successfully transformed the FirstPlus outbound call center into a central production unit charged with originating, processing, closing, and funding first and second mortgage loans in 20 states. Improved sales volume, conversion ratios, and credit insurance penetration immediately and consistently.
• Branch Manager, Chicago IL
Opened new branch by recruiting, hiring, and training entire sales and support teams. Led team to achieve top branch in the country for production while maintaining an excellent customer service and compliance record.
Transamerica Financial Services 1994 – 1996
• General Manager, Chicago IL
Restructured and re-staffed the largest branch in the region that was previously struggling with turnover, production, and delinquency. Developed and supported incentive plans for recognition of outstanding achievements among the team which provided another method of motivation, increased the level of goal awareness, and fostered business unit and individual pride and ownership. This resulted in my branch earning the status of model office in which several managers and loan officers from other offices came to train and learn by example.
• Executive Branch Manager, Indianapolis IN
Supervised mid-sized branch specializing in open-ended lending. Achieved largest net-gaining branch in region with least delinquency. Promoted my assistant manager to branch management.
• Branch Manager, Columbus IN
Directed and led a new branch into maturity while sharpening my management skills. Promoted my assistant manager to branch management.
• Assistant Branch Manager, Carmel IN
Led the district in mortgage loan sales and delinquency control.
• Customer Service Representative, Greenwood IN
Learned to originate, process and close home equity loans, retail notes, and unsecured loans while participating in management development training.
STEVEN D. CRAWFORD/Pg.3
EDUCATIONAL BACKGROUND
M.B.A. Business Administration University of Phoenix 2006
B.S. Advanced Technical Studies Southern Illinois University at Carbondale 1993
A.A.S. Construction Technology Southern Illinois University at Carbondale 1992
Certificate: Architectural Technology Whiteside Area Vocational Center 1989
MILITARY
United States Marine Corps and Marine Corps Reserve
• Sergeant, Combat Engineer, Company ‘C’ Peoria IL (Honorably Discharged) 1991 - 1999
• Academic Honor Graduate, USMC Engineer School, 1992
• Marine of the Year, 1993 recipient
AFFILIATIONS
University of Phoenix - Instructor – Organizational Theory and Behavior Since 2008
MBA Mortgage Bankers Association Since 2001
CMLA Colorado Mortgage Lenders Association Since 2006
Served on the CMLA State Legislative Committee 2007- 2009
AAPD – American Association of People with Disabilities Since 2004
Sigma Phi Epsilon National Fraternity Since 1990
NMSS – Team Lead for National MS Society Denver Walk (annually) Since 2006
DESIGNATIONS and LICENSES
(CMB) Certified Mortgage Banker – MBA –candidate
(CML) Certified Mortgage Lender – CMLA
(CMT) Certified Mortgage Technologist – MBA
NMLS # 51200 (individually licensed in 48 states)
References Available Upon Request
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