OPERATIONS MANAGEMENT Energetic and motivated Professional with ••••• years experience in credit approval, operations, fraud prevention, call center leadership, customer service and business development-relationship management. Proven leader with expertise in analysis, development, delivery of effective processes and leadership skills. Skilled in coaching and mentoring to optimize individual and team performance. A proven producer with excellent interpersonal, communication, and business presentation skills. Professional Strengths Include: • Problem Solving • Leadership • Implementation & Execution of Processes • Sound Judgment in Decisions • Performance Management • Execution of Policies and Procedures
Professional Experience Business Process & Administration Director Customer Solutions Online (CSO) – McLean, VA••••••••••Present
Develops and ensures efficient processes are documented and executed on all internal business policies and procedures. I direct administrative staff on the daily operations of the company in the general accounting and human resource department. • Monitor and coordinate compliance activities to ensure department units are in compliance with federal, state, and local regulatory requirements. • Set up Human Resource procedures for new employees and developed and executed company policy manual, EEO, Wage & Hour, Labor, ADA, FMLA • Created a new company in QuickBooks Pro Software application. o Ability to reconcile accounts, maintain chart of Accounts, payroll, Federal, State and County taxes, vendor billing, accounts payable and receivable. • Performs audits on defaulted portfolios thru company customer agreement • Enable wholesale partners to implement service offerings across a broad array of devices and platforms. • Write requirements and manage implementation of connection managers. • Coordinate services with road-mapping • Ensure responsibilities and processes are clearly defined between the parties in support of product development and implementation.
Operations Manager/Bookkeeping •••••Present D.E.W. Enterprises, dba Big & Lil D’s Diner – Strasburg, VA••••• Successfully designed and launched casual restaurant from the ground up – developed and created financial and daily operations. • Responsibilities include accounting duties of AP, AR, GL, PL, daily bank deposits, bank reconciliation, FDMS processing, daily batching and reconciliation • Intuit Quick Books Pro Software Applications • Tax functions, in-house payroll financial analysis, and staff development and training • Project management, menu design, lease negotiations; inventory control procedures • Developing, writing and executing Standard Operating Procedures. • Recruiting, interviewing, hiring process, Human Resource Administration duties
••••• E. ••••• PAGE 2
Vice President – Operations ••••• Director of Loan Operations Manager of Fraud and Business Processes Loan to Learn, a Program of Educap, Inc. -Sterling, VA Directed and managed daily operations of departmental teams to accomplish company objectives. Provided leadership and direction to automation and technology projects; Building a scalable call center customer service/loan processing function of a ‘start-up’ lending company. Recommend and design comprehensive solutions that enhance performance, increase productivity, and minimize potential fraudulent losses. • Plan, direct and manage the functions of the Operations Call Center Environment of a staff of ••••• employees to include, assignment of pipeline workload, production, quality, call-center environment transition and performance of company metrics while providing first call resolution customer service. • Administered the daily activities of loan production, responsible for loan processing, documentation, credit underwriting (manual and automated underwriting application system) and funding of loans; using software systems of Risk Wise, ACCURINT, D&B, Lexis Nexis and other data bases. • Train and review loan documentation for authentication and verification of income/assets/debt-income ratio • Managed compliance and regulatory requirements, such as Patriot Act, FCRA, BSA, AML and SAR Reporting. • Coordinated an internal audit team on procedures and policies providing documentation on issues, observations and suggested improvement of practices, re-engineer processes to improve efficiencies and quality. Stream line the process generating an even flow with no back tracking within the process. • Administer company policies in unit. Participate in review and revision of existing company policies. Establishes functional department policies and procedures • Participates in development and implementation of procedures pertinent to the effective and efficient operation of the Customer Care/Operations Department. • Monitors and evaluates the results of operations regularly and systematically, including program(s) metrics and procedures to ensure customer satisfaction and other key metrics • Participated and worked closely with Default Management on defaulted portfolio with collection monitoring, skip tracing and reporting
Vendor Operations Manager •••••••••• Navy Federal Settlement Service, a Program of Navy Federal Credit Union, Vienna, VA • Managed and maintained new and existing business vendor relationships with local attorney’s and notaries, independent contractors for researching titles, liens to ensure a successful home closing and to met SLA • Implementation of system workflow using best practices and regulatory compliance • Project Leader: Automation of System, s, understanding each business units requirements, needs, issues and impacts to ensure the system modifications resolve and streamline the production process of property settlement. • Applied security measures by auditing services for potential fraudulent activity within title search results and Vendor activity. Random verifications would take place to ensure honesty with the vendors • Managed the daily functions of the Settlement Services of ••••• employees, to include workload, production, quality and performance. Focused on team management • Reviewed automated orders for mortgage settlements and lien clearance on mortgage titles • Responsible for the team pipeline and ensuring all closing dates and commitment dates are met
••••• E. ••••• PAGE 3
Assistant Vice President ••••• Loan Operations Manager Assistant Fraud Manager Loan Processing Senior Fraud Analyst Fraud Analyst Loan Processor Customer Service Representative Servus Financial, a Program of Wells Fargo, Sterling, VA
• Reviewed applications documents, credit reports, debt to income ratio and financial statements. • Identified and managed processes for continuous improvement ensuring operational efficiencies and seamless process to our customers. Implemented loan processing efficiencies to decrease processing time allowing 5 loans to be processed an hour opposed to 4 per hour per processor. • Managed staff selection, performance assessment, motivational programs, and disciplinary actions of staff. • Managed an underwriting staff of sixteen who reviewed and processed all loan applications prior to funding that were incomplete or potentially fraudulent. • Effectively managed Fraud Prevention, Credit Processing, Loan Origination and Facilities Departments involving a staff of ••••• employees. • Monitoring of applications with high risk triggers for potential fraud losses, filed SAR reports. Complied with BSA and AML regulations. • Successfully investigated and communicated with law enforcement of fraudulent loan activity resulting in prosecution and restitution of more that $1 million dollars. • Participated with local law enforcement and corporate security in an internal investigation • Decreased losses due to fraud by 6% year to year due to new processes prevented funding of $••••• million in fraudulent loans.
EDUCATIONAL& SYSTEM BACKGROUND
Private Investigator Registration, Central Training Academy, Chantilly, VA ••••• Fraud Prevention Training VA Bankers Association ••••• Fundamentals of Fraud Proving Fraud Cases, Associated Certified Fraud Examiners, ••••• Fundamental of Fraud Examination, Association of Certified Fraud Examiners, ••••• Investigating Fraud, Association of Certified Fraud Examiners, ••••• Finding Fraud, Association of Certified Fraud Examiners, ••••• Northern Virginia Community College ••••• & ••••• Intuit Quick Books Pro Accounting Software; FD••••• FDMS Processing Microsoft Windows Suite (Word, Excel, Project, VISTA) Adobe Acrobat; On-Base Imaging, ARGO, APPRO, ACCURINT, RISK WISE LEXIS/NEXIS AVAYA ACD Phones, National Student Clearinghouse Verification Website, Employment Verification Applications