SUMMARY Mortgage servicing executive, consultant, and mortgage loan originator, specializing in non-performing assets, regulatory compliance and loan administration. Significant experience implementing and managing mortgage servicing best practices to comply with GSE, CFPB, and National Mortgage Settlement. Dedicated to exceptional Call Center Customer Service and Resolution. Leadership strengths include talent acquisition and development, team building, contract negotiation, strategic vendor partnerships, public speaking, strategic planning and execution, total quality management, customer advocacy, financial accountability, process engineering, and cross functional change management. Implemented Developed the Call Center requirements for Private Label initiative * Established Customer Survey for improved customer experience * Improved Customer Facing Web Site for newly boarded and existing customers * Met with JD Powell, and Government investor to improve current rating * Developed dedicated staff to handle specialty outbound calling efforts to include Welcome Call, New Loan Boarding, FEMA and HAFA solicitation * CFPB and National Settlement default servicing requirements * Developed dedicated staff to handle escalated calls to reduce supervisor escalations and tracking trends to develop process improvements * Developed dedicated GSE teams to improve specific metrics surrounding customer service and loss mitigation roll rates * Established Customer Experience Quality score card to one call resolution

Highlights:

• Call Center
• ACH
• Customer Service
• Engineering
• High Net Worth
• Insurance
• Interactive Voice Response
• Management
• Monitoring
• Planning