Carrollton, Texas, United States
I'm an experienced senior level leader, team builder and advocate for both customers and employees. I am a skilled communicator capable of quickly understanding, embracing and relating company vision and strategies to employees in order to create and meet annual business line goals. I am quick to assess customer satisfaction impact of business situations and make value based decisions to create customer satisfaction, employee satisfaction and success of organization. I am a knowledgeable leader who utilizes extensive analysis to direct future automation opportunities that result in cost savings and/or revenue. Consistent track record for selling concepts and building consensus with executives, business, customers and peers. Most importantly, I've grown to realize the value in balancing faith, family and career. I'm committed to "giving back" whether it be related to my staff, my community or abroad.
GlobalGrace is an evangelical, non-denomenational missionary agency that assists people in answering God's call to cross-culture service. GlobalGrace has missionaries serving in more than 30 countries around the globe who implement Community Development, Business as Mission, Bible Translation, and Leadership Training.
Quality Assurance performs scheduled and unscheduled (ad-hoc) audits designed to assess risk and ensure that all processes are operating within the established guidelines and in compliance with company policies, investor protocols, and mortgage insurer requirements, including those of HUD, VA, Fannie Mae, Freddie Mac, Ginnie Mae, and MHA-C.
Support the enterprise in managing the current and future requriements of mortgage banking regulatory environment impacting MetLife Home Loans Servicing. The Compliance team functions as an independent and objective body that reviews and evaluates compliance issues/concerns within the organization. The team ensures the Board of Directors that management and employees are in compliance with the rules and regulations of regulatory agencies and that company policies and procedures are being followed.
September 1, 2008 - MetLife Bank acquired a portion of the First Horizon loan portfolio along with the servicing and production platforms. - Managed 3.5 million dollar annual operating budget - Managed all servicing contact channels (IVR, web, call center), Executive Response, Operations, Branch Hotline - 125+ employees - Launched Work @ Home Program in 2009 for redundancy, employee satisfaction, and space constraints. May 2011, 60% of agent population works from home. - Created “Fast Track Program” for college graduates with business related degree which fostered a culture of high performing, motivated employees. May 2011, 47% of Customer Relations department is degreed or working toward degree. - Implemented Interactive Intelligence telephony platform and later added Recorder, Screen Capture and Interaction Feedback to the product suite. - Integrated Blue Pumpkin (workforce management) and Swyft (cross sell tool) to platform - Incorporated evolving customer behavior analysis to drive a customer-centric, cross-channel approach to servicing. - Managed outsourcing / off shoring relationships - Rated by J.D. Powers in the Top 7 Servicers for Customer Satisfaction for 9 years - Business owner over enterprise wide development of Quality First Program which included Bank and Mortgage Customer Service and Default - Implemented Focus Group Meetings with servicing peers in order to open communication channels and stay ahead of upcoming change - Served on LPS Customer Service FAQ Committee and CCN (website) Product User Group