SUMMARY:

Expert in Operational Efficiency, User Experience, Process and Change Management. Proven Leader with over 20 years of expertise in administering successful customer initiatives in operations management, strategy awareness, business development, human capital management, people/process/technology improvement, regulatory compliance, user/customer experience, and risk management. Accomplishments include developing a Business Control model using Salesforce for over 7,000 Confidential Customer Relationship Managers to help facilitate and manage CFPB (Consumer Financial Protection Bureau) requirements for the complaint resolution transformation program.

PROFESSIONAL EXPERIENCE:

Confidential, Cedar Park, TX

Senior IT Change Manager

Responsibilities:

• Leading functional change management, software implementation, B2B sales initiative for Confidential .
• Successfully launched a 35M project consolidating Oracle and EBO legacy operating systems
• Developed the end - to-end customer experience and strategic plan for an Ecommerce B2B contact solution with 3.5M in annualized revenue
• Designed Technical Business Model for ERP centralized solution and consolidation requirement.
• Manage implementation and corporate communication for C level executive managers related to impact analysis and ERP release.
• Maintain change, risk assessment, and strategic management from development through production.
• Manage knowledge distribution schedule and security tracking protocol for global business utilizing and understanding experience metrics, while architecting and implementing the new ERP strategy.
• Develop forecasting, budget/PO tracking, and report analysis for ERP Software development objectives.

Confidential, Austin, TX

Senior Change Manager

Responsibilities:

• Participated in major regulatory | compliance initiatives where I led & provided direct SVP and VP support.
• Developed over 45 new metrics and historical and trend reports for 10 business units to clarify and communicate key daily key performance indicators (KPI’s) in and facilitated weekly roll up to Senior VP’s.
• Reduced over $25M in operating loss by conducting root cause analysis and driving risk remediation for change management efforts.
• Led assessments for risk, legal, compliance; aligned business directives by developing remediation plans for more than 30 technology and operations (projects impacted Consumer loans and Home Loan Servicing)
• Designed and developed custom reporting in a CRM business control model for more than 7,000 Customer Relationship Managers using Salesforce.com and lead analytics team to validate SaaS results.
• Generated an immediate 4th-quarter savings of more than $10M to the general ledger by establishing process improvements that allow for tracking of loan-level details to loan maturity for balloon note.
• Created a 100%-compliant process control to eliminate legal issues resulting from an error that impacted more than 30,000 borrowers per month, which saved more than $12M by reducing attorney general complaints and borrower/investor confusion.
• Onboard, Train, and mentor Jr. Project Managers on moderating operational risk, compliance, change control strategy, and analytics reporting.
• Facilitate meetings with executive management to define solutions and drive outcomes by effectively communicating gap opportunities and delivering results to top-level stakeholders at the company.
• Maintain routine cadence with internal project and development teams to manage each project and ensure lessons learned are being shared throughout the line of business as well as validate results post UAT.
• Establish compliance operational strategies by evaluating trends, establishing critical measurements, determining production, productivity, and quality with a customer-service approach.

Confidential, Austin, TX

Director of Operations and Project Development

Responsibilities:

• Automated virtual business management platform for startup client, including daily financial documentation and client database allowing for tracking and operational efficiency.
• Improved supply chain practices for 10 clients by an average of 5% - 40% in areas such as logistics, controls, and contract negotiation.
• Enhanced process for commodities to Vendor and improved GL ledger profit by 10%.
• Adopt areas of ownership within the client’s scope for internal and external development of organizational objectives, processes, procedures, and methodologies to drive transformation excellence.

Confidential, Fort Worth, TX

Sr. Project Manager

Responsibilities:

• Increased annual retention by $250K by creating an efficient business model for tracking HAMP modifications from conception through maturity to include key performance indicators and reporting.
• Reduced vendor file turn time from 21 days to 1 day and saved $600K annually by implementing and negotiating the contract on a new vendor management solution.
• Improved the efficiency of a review process for $18M in Home Preservation funds to reduce loss by 164% through detailed evaluation and analysis on aged accounts.
• Provision audit projects/process to ensure quality assurance checkpoints are supported and quality control objectives are maintained (SOX Audit / SOX Controls).
• Develop reports for Senior Management on high-risk compliance issues, relevant developments, and action plan updates.
• Work with Leadership to enhance internal processes that maximize success throughout all phases of the client life cycle.

Confidential, Austin, TX / Scottsdale, AZ

Loss Mitigation Servicing Manager

Responsibilities:

• Escalation point of contact for Legal, Third Party Vendor’s, Office of the Treasury, and Federal Regulators.
• Received HLS Award for management retention strategy and enterprise-wide contributions.
• Developed / Implemented employee performance metrics for effective enterprise-wide leadership of coaching and team development, yielding a 65% improvement in customer interaction metrics and a 15% reduction in service time.
• Delivered strategic application of Advanced Performance Management Program (APMP) designed for effective enterprise-wide leadership of coaching and team development through ‘scorecard’ / metric measurement and call quality measurement key performance indicators (KPI’s).
• Managed outbound dialing/skip-trace team to include 100% ownership and development of programs for 70 Agents in the Collections Call Center to improve right party contact (RPC) data integrity by up to 30%.
• Saved $2M annually by implementing a process improvement for pre-foreclosure tracking that eliminated erroneous third-party sales.
• Implemented a “Pay for Performance” plan that increased employee productivity to 93%.
• Managed account and customer escalations; facilitate on-site client meetings; articulate issues and provide resolution options clearly and concisely to Sr. Executives.
• Increased target number and speed of completed loan modifications by 180% by setting pre-validation process and implementation guidelines for FDIC loan modification program.
• Work with Enterprise SVP’s and Internal Line of Business Managers to identify project risks and resource gaps; develop and refine action plans to mitigate risk.
• Review project success criteria ensuring stakeholder alignment and positive long-term business impact.
• Maintained client accounts in Salesforce for 7 States while processing an average of 88 million in monthly sales transactions utilizing BYTE loan origination software (integrates with Calyx Point, Genesis, Contour and Encompass), QuickPricer, and e-MITS (automated loan origination software, ALS).
• Provide leadership across a portfolio of accounts with concentration on Client & Team Success, Respect, Process Integrity, Results Orientation, and Customer Satisfaction.

Confidential, Angel Fire, NM

VP of Operations

Responsibilities:

• Held consumable supply to under 1% loss through vendor relationship management.
• Devised sales and marketing strategy that increased revenue 100% annually for 5 years.
• Collaborate with sales during the presales stage to research and understand client business challenges and drive towards value added solutions by providing a value proposition during contract negotiations.
• Work with sales and delivery at early stages of project life cycle to ensure project is set up for success.
• Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery while supporting Sales team in a direct support capacity.
• Identify cross-sell and upsell opportunities by understanding the client’s business requirements, analyzing and presenting strategic solutions that align with their needs; enable Sales team to respond to client's future business strategy and organizational change management needs.
• Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery while supporting Sales team in a direct support capacity.
• Serve as the primary Business Development interface from initial implementation to development of the final Sales team.
• Maintained all HR requirements and managed the human capital investment for the firm.
• Acting CEO and Plant Operations Manager as needed.