Name

New York, NY 88444 · 444-555-1111

[email protected]

PROFESSIONAL PROFILE

Results-oriented and outcome-focused Operations Manager with 17+ years of experience applying superior analytical skills and leadership direction for the development of high performing individuals and teams across various industries. Continuously driven to implement improvements and efficiencies for clients. Possesses the ability to develop tactical strategies and disciplines to maximize production opportunity within the territory. Skills and qualifications also include:

• Motivating and educating staff to deliver on external customer satisfaction results and performance goals.
• Developing strategies and processes for interacting with customers to improve their experience while interacting with internal departments to ensure the customers’ and employees’ needs are met.
• Interacting with external partners and vendors in support of initiatives, mandates, projects and day to day operations.
• Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding a resolution to customer escalations.
• Providing operational solutions for driving improvements and serving as an operational subject matter expert.
• Accomplishing results by communicating expectations and instructions while being responsible for planning and monitoring, results.
• Initiating, coordinating and enforcing systems, policies, and procedures.
• Sharing ideas across all departments and brainstorming best practices for success.
• Maintaining operating efficiency by recommending, developing, implementing and maintaining new and existing operational infrastructures with the assistance of managers and support groups
• Maintaining quality within the department by following operational policies and procedures and reporting needed changes.
• Performing all required staff evaluations and managed the training of support staff.
• Striving to drive continuous process improvements and workflows.
• Promoting a positive client experience while navigating the mortgage loan process
• Developing production forecasts and specific business plans outlined with actionable strategies to drive results.

• Managed, trained, mentored, and supported a staff of 7+ loan processors in high-volume office
• Produced all monthly reports required by senior management
• Insured that all aspects of branch operations were QC compliant with the CFPB rules
• Responsible for the formation of numerous corporate policies and procedures
• Processed and provided underwriting for home mortgage loans for both purchase and refinance products
• Awarded direct endorsement authority through HUD (DE underwriter since June 2001)
• Acknowledged winning performance in compliance and audit controls
• Implemented company-wide changes in policy and procedure by developing and executing education plans

OPERATIONS MANAGER | WALLICK AND VOLK, JULY 2003 – DECEMBER 2004

• Trained all new processors for local branches in NY, in addition to maintaining Sr. Mortgage Loan Processor duties
• Underwrote conventional and FHA loan files up to maximum agency loan limits
• Transmitted closing documents to the title agencies, approved settlement statements, cleared all applicable loan conditions as well as distribute loans via company check or wire transfer
• Acted as a liaison with third-party vendors to implement process improvement in software and development
• Maintained a post-funding error rate of less than .9% for all NY branches

SENIOR MORTGAGE LOAN PROCESSOR | WALLICK AND VOLK, FEBRUARY 2001 – JUNE 2002

• Reviewed borrower’s income, liabilities, credit report, employment history, appraisal reports, property title, homeowner’s insurance, flood certificates and other critical documentation to effectively schedule and coordinate document signings with title companies and homeowners
• Processed 20-30 purchase and refinance mortgage loans per month and in doing so continuously fulfilled department goals by meeting and exceeding close of escrow dates

• Worked closely with loan officers and borrowers to compile all required mortgage loan documents. Ensured full compliance with regulatory, state, and federal requirements.
• Prepared mortgage loan application files for underwriting by reviewing loan documents.
• Meet all deadlines necessary and communicated with the client to make sure all supporting documents and supplemental steps are completed appropriately to ensure a timely closing.
• Stayed up-to-date with any new developments in the loan process while troubleshooting any barriers in the process
• Maintain compliance with all state regulations and met monthly production goals.

• business Coursework, Metro State Community College – Denver CO