Manager Quality

April D. Peterson **************@*****.***

**** **** ********* ****** || Brandon, FL 33510 813-***-****

SUMMARY OF QUALIFICATIONS

Decisive, creative, and insightful professional with managerial experience, business education, and computer and software skills. Proficient in resolving client issues by utilizing strong problem solving and communication skills. Communicates with diverse populations in written, verbal, and presentation formats. Equipped with an excellent work ethic; possesses a strong sense of management responsibility and a commendable track record of dependability, pooled with absolute integrity. Detail-oriented and conscientious about meeting deadlines.

PROFESSIONAL EXPERIENCE

HSBC Mortgage Brandon, FL

Foreclosure Review Unit Manager November 2011 – Present

• Supervises the daily activities of loan servicing staff within assigned unit for Default Support Services.

• Consistently ensures and monitors daily operational statistics, controls operating costs, implements, and manages department, including: policies/procedures, guidelines, and regulations (SCRA and HERA) act.

• Ensures departmental goals and objectives are clearly communicated to staff on a daily, weekly, monthly basis; provides supervision to lead the staff in hitting or exceeding department’s quality expectations.

• Holds team meeting with the staff each month and 1-on-1 meetings with each individual staff member.

• Develops service standards and goals; monitors staff performance against performance targets and provides updates to Team daily. Measures and monitors unit’s productivity through use of observation, MIS reports and other resources. Ensures appropriate documentation is maintained.

• Ensure employees apply compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

• Responsible for the tracking of attendance, approving paid and unpaid time off, reviewing and approving weekly payroll. Responsible for monitoring and tracking performance. Provides recommendations for hires, salary treatment, promotions, transfers, disciplinary actions and terminations. Responsible for completion of associated forms

• Proactively identifies opportunities to improve operational effectiveness. Implements and monitors processes and performance standards. Provides feedback for improvements to process and product owners. Removes obstacle

Foreclosure Specialist IV – Team Lead July 2011 – November 2011

• Performed multiple tasks assigned by manager while maintaining own performance goals and production.

• Organized and held monthly round tables with business partners in the Foreclosure Department to establish and support collaboration. Provided training to all new hires within the Foreclosure Review Group.

• Provided strategic coverage to the floor when management was out in meetings or away from the floor.

• Responsible for all UAT and regression testing for system enhancements for the Foreclosure Review Group.

• Was rated top in production and quality in the department. Assisted management in writing procedures.

Foreclosure Specialist III October 2005 – July 2011

• Performed detailed and tedious loan reviews using checklists, procedures, and policies to ensure that all options and programs had been exhausted for each customer. Ensured that HSBC had met state mandated guidelines as outlined in Nationwide Foreclosure Summary and regulatory standards and policies.

• Demonstrated ability in maintaining high production and great quality while keeping a blend of doing what was right for bank customers – protecting HSBC’s assets as well as company reputation and brand.

Collections Representative II May 2002 – October 2005

• Contacted customers by telephone whose accounts were past due – negotiated appropriate resolutions.

• Responsibilities included: sending correspondence to customer in accordance to company policies and procedures, updating and verified customer information on computer system, as well as recognizing potential high risk accounts and developing techniques to help collect money and streamline processes.

• Recognized high risk accounts and developed techniques on how to successfully deal with those accounts.

Courtesy Lincoln Mercury Isuzu Kia Tampa, FL

Warranty Administrator December 2000 – May 2002

• Established and maintained relationships with the manufacture's designated warranty representatives.

• Reviewed warranty repair orders written for completion, accuracy, and legibility according to policies.

• Conducted audits of warranty, scheduled reviews of all old claims, and addressed adjustments or write-offs.

• Complied with federal, state, and local regulations, such as safety requirements, waste disposal, OSHA, etc.

• Analyze problems, identify trends and develop strategies for maximizing claim process.

• Handle and resolve all claim corrections and charge-backs.

COMPUTER SKILLS

Microsoft Office (Word, Excel, PowerPoint, Access, Visio, and Outlook), and Internet Explorer. HSBC systems: CII, Share Point, Mortgage Serv HMS/CMLS, MARS, PANAGON, IAW, LPS System, Quality Center, AMS Faces of the Nation, and United States Government DOD.

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