PROFILE:

• Seasoned and proven leader specializing in strategic planning and development, project management, process reengineering, and data analytics.
• Implemented long - term operational and technology strategies including core system consolidation, new service development, website redesign/refresh, and customer experience enhancements.
• Experienced in merger integration, industry/competitor analysis, cost reduction, and improving employee engagement and diversity awareness. Negotiated numerous SLA’s, vendor contracts and cost proposals.
• Successfully completed multiple servicing system conversions and managed project budgets from $200K to $15 million. Quick study, analytical, team builder/leader, resourceful, results oriented and successful change agent.
• Excellent verbal and written communications skills.

TECHNICAL SKILLS:

• Proficient in MS Office Suite (including Project, Visio, Lync, PowerPoint, and Access), SharePoint, Clarity, Outlook, and Lotus Notes.
• Worked with various project management practices/environment such as waterfall, agile, SLDC, WBS, and SAS.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Project Manager

Responsibilities:

• Project Managed key Product and Marketing efforts supporting key strategic initiatives including new public website design/content/messaging, new product development, and market testing.
• Established the Operational Excellence Project Management Office for Confidential .
• Created the Operational Excellence SharePoint site to streamline and standardize project data sharing across all business lines including the project reporting database for tracking and reporting status including financials.
• Establish Operational Excellence project reporting meeting structure, governance and methodology.
• Managed multiple Operations projects including E-signature and Account Adjustments Notification Automation.
• Managed the outsourcing of key ATM and Debit Card processes and services to First Data.
• Planned and managed the debit card conversion to EMV-chip enabled cards including card replacement for 750,000+ active debit cards, card redesign, cash advance reader replacements, and ATM upgrade.

Confidential, Rancho Cordova, CA

VP, Project Management Office and Strategic Planning

Responsibilities:

• Managed the Project Management team of 12 Confidential with 60+ active projects at any time.
• Facilitated and managed strategic meetings with Senior Leaders, Risk Management and Legal to identify project priorities, budget and target dates.
• Partnered with enterprise groups and vendors to successfully delivery projects.
• Established the project submission, prioritization, and tracking of division projects/systems enhancements.
• Consolidation of 10+systems, 2000+personnel, 10+locations, phone traffic, hours of operation/support, portfolio and correspondence.
• Converted over $900 million Wachovia Student accounts to Confidential Student Lending Platform.
• Outsourced over $2 billion non-performing Confidential Student Loans for servicing and collections.

Confidential, Rancho Cordova, CA

VP, Project Management Office, Analysis, and Management Reporting

Responsibilities:

• Established the Project Management Office and Process and Quality Team with a staff of 60+.
• Developed key performance measures and indicators database with standardized reports, which were utilized for monthly department review with the COO.
• Developed a project database allowing senior leader reporting, tracking and resolution archiving. It also provided information during risk and regulatory agency reviews/audits.
• Managed Serving Support functions including data storage, imaging, mail processing, facilities, Business Continuity Process (BCP), and Policies and Procedures.
• Completed the first industry wide student loan portfolio sale to the Department of education.
• Partnered with offshore resources to transition several IT development efforts and quality testing.
• Partnered with the senior leadership team in developing a diversity leadership council to promote diversity in the workplace.

Confidential, North Highlands, CA

Servicing Support Manager

Responsibilities:

• Managed the Project Management, Process Improvement, Government Loan Servicing, Fee Administration, BCP, and Customer Advocacy team.
• Established the Process Improvement Team resulting in streamlined processes that supported a portfolio growth with little to no staffing increase.
• Identified fee revenue opportunities that resulted in over $250K/year income stream.
• Facilitated an annual BCP simulation to ensure managers and senior leaders are aware of process/procedures and appropriate certification.
• Established, trained and implemented a standard for project lifecycle including documentation and reporting.
• Led the conversion of mortgage loans from other financial institutions for internal servicing and collection resulting in over 5K new loans per month.
• Partnered with corporate legal and outside legal counsel in responding/managing class action lawsuits. Also led all activities in ensuring compliance/closure of these suits.
• Founding member for Diversity Leadership Team.
• Partnered with Risk Management, Internal Audit and Legal to ensure project direction and direction is within compliance.

Confidential, Sacramento, CA

Servicing Manager

Responsibilities:

• Planned and managed the centralization of 4 regional mortgage servicing centers (NJ, KY, CA, NY). Centralizing payment processing, call center, escrow management, government reporting, and all non-collections functions.
• Established key performance indicators, standards, and monthly management reporting for all servicing functions.
• Led the Servicing system conversion from the Loan Receivable (LNR) system to Loan Servicing and Management (LSAM) system. This single system was utilized for all mortgage servicing processes and reporting.
• Partnered with First Union leadership in planning and organizing the acquisition of The Money Store and Wachovia Bank.
• Managed the mortgage servicing platform conversion from Loan Servicing and Management (LSAM) system to Mortgage Servicing Platform (MSP) and the implementation of a GUI interface for the call center.
• Created desktop procedures for payment processing, escrow processing, payoff processing, year-end processing, etc.
• Coordinated OCC audit preparations and managed resolution of post audit findings.
• Established the Sarbanes-Oxley (SOX) testing and attestation process for mortgage servicing.
• Led all non-Collections integration of HomEq and Wachovia Mortgage portfolio and processes.