Areas of Expertise Professional Experience Citi Irving, Texas 2009 - Present Quality Specialist III * Provides detailed account research and analysis supporting compliance measures * Researches, evaluates and interprets inconsistencies in data and processes and provides coaching and feedback to business partners via conference calls, emails and/or Global 360 Feedback * Independently researches and corrects client loans that are considered out of compliance relevant to the MAT waterfall. * Executes within service level agreements to minimize risk associated with the OCC or other regulatory requirements * Analyzes and summarizes quality results to identify and initiate procedural and or training education * Provides compliance and audit a resource interpreting, writing procedural tests and providing sampling data for testing requirements * Assists with training team members * Communicates regularly with department management to ensure consistency and quality of processes * Supports an expansive array of processes related to all aspects of loan modifications and forbearance agreements * Case 170 review, Mat Reset Credit Solutions of America Addison, Texas 2004 - 2009 Assistant Vice President of Settlement * Increased the Monthly Client Settlement amount from an average of $20 million per month to over $30 million per month by increasing negotiated settlement letters received by 67% overall. * Increased volume from an average of 75-80 calls per individual a day to an average of 100 calls per day, through decreased recover/drop rate of calls by 50%. * Increased service level for clientele by decreasing average answer time by 66% * Customized department specific software page within Company-wide program (SalesLogix) that transformed client's general account information into pertinent data for the Settlement Department. * Created and led implementation of Management Development Program for Non-Managerial employees. * Developed and managed direct reports in line with corporate objectives: Forecasting Department Production, Budget Control, employee excess/shortage, and performance. * Improve relationships with client and creditor by establishing an open line of effective communication and mutual understanding between parties. Silver Leaf Resorts Irving, Texas 1999 - 2004 Manager of Legal Review * Increased Company Profits through Collection Department by 42%. * Implemented Tiered Bonus Structure to increase drive of individual's production. * Performed Multi-Functional Role, including assisting Human Resources with on-boarding and development of new employees. * Implemented new policies and procedures through weekly and monthly staff meetings. * Dealing effectively but sensitively with client/creditor complaints using standard procedures. * Guided employees by assisting them with refinancing, collections, and foreclosure of time-share mortgages through Excellent Servant Leadership skills.

Highlights:

• Policies and Procedures
• Audit
• Quality
• Quality Assurance
• Budget Control
• Budgeting
• Complaints
• Forecasting
• Human Resources
• Legal
• finance