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Senior Product And Customer Success Executive Resume

Charlotte, NC

SUMMARY:

  • Seasoned leader and successful entrepreneur with an established track record of measurable positive change within mortgage, financial, legal, medical and manufacturing sectors.
  • Strong liaison and facilitation skills between business leaders, internal stake holders, external clients, and technology services.
  • Unique combination of exceptional business and marketing skills and the application of technology solutions to deliver bottom line results.
  • Strong ability to navigate through chaos and underperforming organizational capabilities to lead individuals, teams, and entire organizations to unprecedented levels of success.
  • 25 years of expertise in corporate restructuring and transitional leadership spanning organizations with annual revenues more than $100B.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Senior Product and Customer Success Executive

Responsibilities:

  • Monthly and quarterly reporting to the investment board on growth of existing products, “ideas” and where they are in the iPDLC, as well as overall portfolio performance.
  • Consulting with business partners, potential clients, existing clients and competitors to understand current and future service needs and opportunities.
  • Prioritizing of product development aligned with market trends and evolving business needs.
  • Planning and managing budgets, maintaining project d Confidential relating to tracking and financials.
  • Building and leading a high - functioning team of Product Managers to drive monetization and optimization of products.
  • Owning quality of customer experience and the evolution of product offerings to facilitate the growth of customers’ financial and market objectives.
  • Driving the vendor selection and alignment process, maintaining vendor relationships, and drive build in house vs. buy analysis partnering with key cross-functional stakeholders.
  • Presenting product capabilities, vision, value propositions, and roadmap briefings to customers, prospects, the sales team and at other public events (conferences, strategy sessions, leadership summits).
  • Collaborating with Product Marketing, Marketing, Solutions Consulting and Business Development.
  • Leading, managing, and motivating organizational resources regardless of report structure.
  • Demonstrating technical leadership, solid communication and analytical skills with thorough understanding of product development and successful problem definition, decomposition, estimation and resolution.
  • Driving organizational efficiency, accountability and ownership.
  • Leveraging strong persuasion skills to influence internal and external decision makers.
  • Ownership of vision and championing internal/external best practices, tools, and ideas to improve product execution and quality.
  • Mentoring, coaching and supporting team members to reach their aspirations and find professional satisfaction.
  • Enabling a consultative culture of growing customers’ businesses through extensive knowledge and understanding of their objects and developing enabling productized services.

Confidential - Boston, MA

Senior Program/Project Consultant

Responsibilities:

  • Created the product “WeissView” containing individual historical house index (back to 1987), current Weiss Value (AVM), and 12 month forecast to be leveraged by any entity involved in the origination/warehousing/insuring of mortgages, buying, selling, or managing of residential assets as well as entities wanting high precision neighborhood and asset type trends.

Confidential - Charlotte, NC

Senior Product Management

Responsibilities:

  • Responsible for providing subject matter expertise in the development of service driven processes and alignment of underlying technological capabilities to meet business partner requirements.
  • Established critical processes for the alignment of Product Managers and associated services to organizational components (architecture, engineering, operational, financial, vendor management, executive leadership, stakeholders, business partners, and project resources) to establish a cross functional transformation away from technology tools and alignment with business needs and the services they consume from technology resources.
  • Assumed leadership responsibility for the creation and deployment of a properly aligned services delivery model and associated product lifecycle management for the Product Management Group. This includes gathering and prioritizing product and customer requirements, defining the product vision, working closely with various organizational partners to ensure financial and customer satisfaction goals are met, as well as the strong coupling of service delivery to customer requirements to meet overall strategies and goals.

Confidential

SVP-Mortgage Technology

Responsibilities:

  • Managed various simultaneous technology application development (SDLC/Agile) and system configuration projects involved in maintaining legacy mortgage platforms (5 primary applications and 650 downstream applications) for alignment with regulatory, investor, and business driven changes. Projects named projects of the year. Projects leveraged both onshore and offshore resources.
  • Instituted an ITSM framework driven by key performance indicators (KPIs) and service level agreements. Service delivery driven by business case support, financial management, demand management, and strong business relationship management. Scorecards produced monthly for report out and continuous services management.
  • Technology project management (people, processes, technology, time, and budget) leveraged a combination of Microsoft products (Project, Visio, Excel, PowerPoint as well as offshore and onshore resources.
  • Technology project lead for the replacement of the origination technology within the legacy mortgage technology environment. Applications selected were SaaS applications being rewritten from client server and .Net versions. Leveraged both an SDLC/Agile blend for development.
  • Technology lead for large d Confidential team (DBAs, Architects, Analyst) to identify and manage all sources of d Confidential, all consumers of d Confidential, triggers, and timing to feed new origination d Confidential into d Confidential warehouse and corporate BI appliance.
  • Worked with the bank PMO to create highly integrated operational project plans to cover origination system development and deployment as well as nine sub-projects to ensure global visibility and ownership accountability.

Confidential - Charlotte, NC

Senior Program/Product Consultant (Mortgage)

Responsibilities:

  • Provided project leadership as well as mortgage subject matter knowledge in the separation of mortgage services from ResCap (formally GMAC) and the establishment of internal mortgage operations/capabilities. New mortgage operations included the selection of vendor platforms, customization and development of the applications, and execution across the bank. Projects included all people, processes, and technology activities converting current state to a future state operational environment. Projects delivered on time and on budget leveraging Microsoft tools.
  • Standing up all new mortgage capabilities within the bank included the creation of a SQL d Confidential warehouse (landing zone) for the feeding of mortgage d Confidential to all consumers of mortgage d Confidential to include critical financial and risk systems. D Confidential warehouse capabilities included the feeding of various reporting systems to include Hyperion, SQL Reporting Services, and Crystal.

Confidential

Senior Program Consultant

Responsibilities:

  • Led the development and deployment effort for new automated workflow technology solutions to meets the business needs and provide the level of visibility expected both internal to the organization as well as to clients.
  • Conducted in depth gap analysis to realign services to the needs of the emerging asset liquidation market.
  • Transitions increased revenues 300% in the first year.
  • Developed project plans and received stakeholder support necessary to transform the organizations’ operations and aggressively measure critical milestone execution.
  • Focused heavily in the selection and automation of various business processes and underlying technology services provided to clients to ensure granular visibility, measurement, and continuous improvement into all tasks performed throughout the buy and sell processes. Technology services in this sector of business required highly customized and newly developed solutions to meet the unique needs of each business in the market.

Confidential

SVP Mortgage Products, Services and Sales

Responsibilities:

  • Lead application development and deployment projects to ensure the meticulous delivery of business services to external clients at very strict service levels. Technology included both developing internal applications as well as strategic partnering with external providers to develop and deploy market changing applications. Development efforts leveraged a DMAIC approach along with Agile methodology to create a hybrid approach to application development.
  • Lead the evolution of Zenta’s residential services into the re-origination space leveraging their national mortgage lender licensure. This effort included the melding of portfolio evaluation and decisioning services into a trading desk approach assisting strategic buyer and sellers to achieve their accusation and liquidation strategies.
  • Services included a complete spectrum of loss mitigation and mortgage retention processes for 10,000 new loans per month (Aegis, PHH, Saxon, AHMSI).
  • Key member of the Saxon migration team migrating servicing from Fiserv to MSP. This migration included an entire portfolio of loan types including subprime purchased from NovaStar.

Confidential

Senior Project Manager (Functional)

Responsibilities:

  • Development and deployment of mortgage services to fulfill the rapidly expanding mortgage loss mitigation market.
  • Resources at HRS were all nationwide licensed loan officers who possessed the financial acumen to find a solution to save the borrower from an inevitable foreclosure. Clients include, Confidential, Stewart Title’s Home Retention, Sterling Home Retention, LLC, United Mortgage Services, Heart Financial Services, LLC and borrowers nationwide.

Confidential

SVP Mortgage Default Products, Program/Project Executive

Responsibilities:

  • Lead the project to rebuilding of all mortgage services and underlying technology solutions (Early Resolution, Back in the Black, TruResolution) to provide Stewart a competitive market advantage with key mortgage servicers and banks nationally. Technology platforms were SaaS (SQL, C#, HTML,) with extensive workflow configuration and development requirements.
  • Organization added 350 resources within six months and transformed from an organization loss leader to an organizational profit center. Annual revenue grew from less than $5M to more than $50M.
  • Lead the interaction and coordination of mortgage operations with other Stewart companies, departments, units and business segments to provide market integrated solutions.
  • Deployed DMAIC project structure for cohesive management of all stakeholder milestones and deployment of “best in class” mortgage services. Services followed a re-origination approach by proactively managing all loans as if they were new originations through the development and deployment of TruLoan (ASP LOS).
  • Technology development included critical integration to various clients’ servicing system (MortgageServ, MSP).
  • Built out additional business processes to include processing performing, yet in danger, loans. On the most difficult loans - no borrower contact loans (lender, servicer, investor unable to reach within sixty days), the center averaged an 80% contact ration and 60% successful workout solutions to include forbearance agreements, reinstatements, loan and note modifications, short sales, as well as short pays.

Confidential

Senior Project/Product Consultant

Responsibilities:

  • Conducted extensive market research and in depth requirements gathered and documented from multiple mortgage default target market segments to include mortgage servicers, loss mitigators and default law firms. This multifaceted project leveraged federally constructed PACER d Confidential warehouses in 93 distinct districts, rolling this d Confidential on a live basis to validate chapter 7, 11, 12 and 13 bankruptcy filings by individuals and businesses regardless of original geographic location.
  • First phase included the dissection of ChoicePoint’s technology organization, current services, needs of anticipated new clients, and defining the “new” technology service delivery model required.
  • Upon redesign of the technology services model under adherence to ITIL standards and approaches, reengineered the family of user driving applications to deliver “right information” with heavy emphasis on availability, security, and change management.
  • This business service and underlying technology enablement was sold to LexisNexis for $600M.

Confidential

Founder and CIO

Responsibilities:

  • Provided strict oversight of an aggressive development lifecycle to maintain the organization’s position in the marketplace as an Application for Service Provider. All aspects of technology services were designed “ground up” leveraging ITIL standards. The family of applications falling under the needs of the clients as an any person, any process, any place approach required the strictest adherence to ITIL and ITSM practices. D Confidential was considered extremely confidential, the applications considered critical to all lines of business, and extremely time sensitive. Availability, security, service, change, capacity (application ran in conjunction with voice services), and asset management were extremely vital to all lines of business.
  • Built and led a unique team of 43 technology resources, business resources, 150+ off shore development resources (Russia) and subject matter experts to develop an all-enabling automated workflow platform (J2EE/Java/HTML/C++) for the processing of foreclosures and bankruptcies in all 50 states. Platform integrated into various servicing platforms (MSP).
  • Leveraged automated workflow and business process outsourcing to provide company clients with a documented 25% return on investment.
  • Spearheaded the company’s transition from a funded to a self-funding product development organization.
  • Embraced PMI methodologies (initiation, planning, execution, control and close) to assist in deploying this industry revolutionary tool to 35 law firms nationwide within 12 months with more than 100 projects simultaneously running.

Confidential

Founder and CEO

Responsibilities:

  • Created the organization as the first true ITIL based consulting and outsourcing partner in the Southeast with 125 top technologist and business leaders generating annual revenues of $25M.
  • Created Process Driven Systems Management and iworkwize to deliver clients two approaches to evolving technology services, evolutionary the consulting or revolutionary through outsourcing.
  • Developed and leveraged critical partnerships with ITIL tool providers to assist in the continued evolution of their functionality. Partnerships included, Network Associates, Computer Associates, Remedy, BMC, Symantec, and Confidential and many others.
  • Built a SAS 70, HIPAA compliant d Confidential center and world class support center in Charlotte, NC for the delivery of ITIL based outsourced service delivery to include nationwide VoIP services.
  • Oversaw the project services portfolio, the design and deployment of best in class technology and business processes, project methodologies, marketing and financial strategies and the recruiting of top-performing personnel to drive the attainment of annual goals. Company’s clients included 48 medical clinics, MTV Viacom, Confidential, Insignia ESG, Fidelity Investments, Aegis Mortgage. Indymac Bank, Farmland, Scholastic Books, Cendant and LOGS Financial Services and Confidential .
  • Formed and led an automated workflow panel for the Mortgage Banker Association, which hosted both servicing and technology conferences, to educate hundreds of business and technology professionals regarding the methodology of automated workflow, proven benefits and methods for initiating automated workflow projects and the needs for very disciplined technology service delivery.

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