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Click here or scroll down to respond to this candidateCandidate's Name 552 Bellow Park Court Reynoldsburg, Ohio 43068
PHONE NUMBER AVAILABLE EMAIL AVAILABLE
LINKEDIN LINK AVAILABLE
SUMMARY
Innovative successful professional offering a broad range of knowledge and skills. Specialized skills in leadership,
Customer Service Management, Sales Management, Call Center Management, Sales Representative,
Operations Management, Mortgage Underwriting, Loss Mitigation Underwriting, Credit Risk Management,
Training, and Training Development. Strong proficiency in associate development, managing processes,
organization and analyzing procedures to achieve improvements and increase productivity. Highly organized,
detail oriented, problem solving, superior i nterpersonal and communication skills with a strong inner drive to
succeed.
KEY COMPETENCIES
Leadership/Management Communication
Call/Contact Center Management Customer Service/Sales
Operations Management Training/Coaching
Commented [TA1]:
Developing Policies/Procedures Quality Management
Motivation Conflict Management
Associate Development Process Management
Networking Problem Solving
Budget Management Teamwork
Project Management Time Management
Strategic Planning Decision Making
PROFESSIONAL EXPERIENCE
JP Morgan Chase Columbus, Ohio 2016-2018
Mortgage Underwriter II
Review and analyze complex customer (calculation of income, debt ratios, verification of assets, collateral review,
tax return and credit review), business (balance sheet analysis including cash flow and self -employment income
analysis), and loan financial documentation to ensure compliance with investor requirements.
Achieved and exceeded goals for quality by obtaining 100% in quality reviews for the last 16 months.
Identify potential or innovative solutions to ensure repayment capacity, capital / assets, character, collateral
and property condition guidelines are met.
W ork with internal and external partners and clearly communicate findings and deficiencies to assist
customers in obtaining or retaining home ownership to provide excellent customer service.
Support and uphold fair lending practices, and responsible for productivity targets ensuring the highest quality
and level of customer satisfaction.
Demonstrated expertise of Conventional or Government or Jumbo lending guidelines, thorough knowledge of
Mortgage Insurance policies, and knowledge of Federal and State regulatory requirements.
National Operational Excellence Council and the Spirit Council member for 2017 and 2018.
Huntington National Bank- Columbus, Ohio 2005-2016
Operations Manager
Led four diverse, cross-functional teams within loan operations of the File Room for Consumer Services, File
Room for Commercial Operations, and Mail Services for multiple locations and annual budgets over 1MM.
Developed and maintained over 70 processes and procedures to ensure compliance and efficiency of all
areas which resulted in increased efficiency of the departments, an annual savings of approximately 120K
and service levels to be reduced by 50%.
Provided leadership, coached, mentored and developed the entire staff by coaching their day-to-day functions
and coaching for career development. 79% have excelled into higher positions within the company.
Responsible for providing direction to assist all departments, working with other areas to ensure smooth
collaboration; maintained efficiencies in a fast-paced work environment, while exceeding service levels and
maintaining three balanced annual budgets.
W orked with various auditors, both internally and externally, to ensure successful audits.
W orked with various vendors, negotiating contracts for various products and services.
Candidate's Name Page 2
Home Savers Analyst Senior Underwriter & Credit Risk Analyst
W orked with mortgagors who are in default or facing eminent default to investigate potential options
(modifications, short payoff, payment plans and short sales).
Prepared and executed all workout solutions from beginning to end including underwriting, analyzing credit
risk to the bank, issuing approvals, preparing documents, executing documents, and closing of all
modification and short sale agreements. Monitored work to ensure all gov ernment regulations and policies
were adhered to and met.
Recognized and analyzed customers situations and creatively provided solutions to keep clients in their
homes and mitigate losses to reduce risk to the bank while consistently exceeding the departments required
objectives.
Prepared and monitored reports for the team and department; monitored systems, ensuring quality and
compliance with all policies and procedures, as well as all federal regulatory policies and procedures.
AT&T, Reynoldsburg, OH 1987-2005
Sales & Customer Service Manager-Call Center
Organized and directed the day-to-day activities related to the operation of the Call Center for an office of
over 250 associates. Achieved Gold Club membership every eligible year which is for the top 10% in the
nation for sales and customer service.
Responsible for managing, training & guiding call center agents in performing their duties.
Provide support, reports & resolves problems and complaints.
Monitors agents & contact center performance, utilizing CMS and analyzing various reports to ensure service
levels are met.
National Training Developer and Trainer-Call Center
Facilitate and support the training, education, department policies and procedures within the Call Center.
Testing, and hiring of staff for center of over 250 associates.
Monitors both incoming and outbound calls for agents and provide coaching.
Reviewed and analyzed data to recognize areas for additional training and improvement areas and then
developed and provided the training for the entire center.
Executive Appeals Manager & Implementation Manager
Completed timely resolution of all executive office complaints exceeding 100% of service levels, PUCO
complaints, BBB complaints, and FCC complaints.
Managed a team of order implementors to process all orders received from the Sales
Representatives/Account Executives.
Responsible for 24 hour turn around with 100% accuracy on the orders. O rders involved voice, data, and
phone equipment for businesses.
Account Executive/Sales Representative
Responsible for meeting with business customers both via telephone and face to face to sell AT&T business
services including voice services, data, and t elecom equipment.
Achieved Gold Club membership every eligible year which is for the top 10% in the nation for sales and
customer service.
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