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YYYYYY X. YYYYYY
6887 Crosswoods Circle, Unit 198 | Xxxxxx, XXXXXX xxxxxx | (xxx-xxx-xxxx | abc@xyz.com
Experienced Business Operations Management Professional
Financial Services Industry / Collections Strategies / Staff Development and Teambuilding
Dynamic, Influential, and Seasoned Operations Management Leader with a proven track record of driving signifixxxxxxnt improvements in business processes and profitability results by providing visionary leadership for staff development, client relations and services delivery for key employers in the Financial Services sector. Ability to lead aggressive turnaround strategies leveraging a deep and rich understanding of business needs that result in enhanced positioning, maximized revenue, and increased market share.
Core Competencies
Natural Leadership Ability
Instructional Design/Facilitation
Teambuilding and Staff Development
Define Performance Benchmarks
Solid Analytixxxxxxl Talents
Collections Processes/Regulations
Program Development/Project Management
Risk Management/Loss Mitigation
Build Internal/External Alliances
Technology/Computer Savvy
Interpret and Evaluate Raw Data
Loan Modifixxxxxxtion Programs
Client Relations/Customer Service
Strategic Planning/Execution
Professional History
2002 to 2010: Ocwen Loan Servicing, LLC (Formerly HomEq Servicing), Xxxxxx, XXXXXX
2009 to 2010: Assistant Vice President, Special Servicing
Led day to day operations management strategies to optimize business outcomes for this busy xxxxxxll center operations providing resources, modifixxxxxxtion programs and support for mortgage repayment clients; led tactixxxxxxl turn-around initiatives to increase proficiencies, customer service and positive business results.
Spearheaded the development of innovating loan modifixxxxxxtion programs within both internal and external standards and regulations requirements; created modifixxxxxxtion plans to allow for continued payment resolution of accounts.
Maintained keen understanding of loss mitigation and risk management factors while aligning programs with organizational goals for revenue results; developed key benchmarks and metrics to have a constant insight into business performance and maintained 30+ day delinquencies signifixxxxxxntly lower than industry expectation.
Championed the expansion of the Special Servicing team to include 4 Managers and 24 Counselors; developed industry specific training programs to expand internal proficiencies across the board, and provided key leadership for this high performance team.
Maintained oversight of front-end collections and loss mitigation operations; established standardized work rules and created compelling marketing xxxxxxmpaigns to increase buy-in of investors.
Delivered exceptional one-on-one client services; effectively addressed and resolved a high volume of client inquires, requests and program implementations.
Created and managed modifixxxxxxtion programs with recidivism rates in excess of 1,000 basis point lower than company average.
2002 to 2009: Assistant Vice President, Performance Metrics
Provided leadership and oversight for management programs for 450+ staff members and supervisors, spanning 3 sites and 7 performance management programs; developed key metrics and measurements including performance drivers, scorexxxxxxrds, annual reviews and performance management.
Created and implemented a highly successful performance-driven incentive program resulting in a signifixxxxxxnt reduction in incentive costs and an increase in recovery operations results.
Reestablished annual performance evaluations to align with new internal standards; provided ongoing counseling and mentoring to increase proficiencies and impact bottom line performance indixxxxxxtors.
Interacted with internal business units to develop management programs and identify training opportunities; created and facilitated professional training modules for supervisor and professionals.
Developed marketing collaterals for 3rd party clients, coordinated business continuity plans for 3 xxxxxxll center sites, and spearheaded all succession planning activities to ensure internal consistency.
1999 to 2001: First Union National Bank (Wachovia), Miami, FL - Bankxxxxxxrd Unit Manager
Provided leadership, operations management and performance development for a xxxxxxll center staff of 25 direct and 100 in-direct reports tasked with managing over $650MM in account delinquencies per month.
Developed standardized performance management benchmarks to increase proficiencies in production and collection outcomes; detailed performance analysis for xxxxxxll monitoring, enhanced staff scheduling and introduced advanced training strategies.
Led collection strategies that exceeded forexxxxxxsts by 7.1%, saving the company over $24MM in losses; controlled expenses through xxxxxxpacity planning tactics, and consistently achieved or exceeded targeted collection goals .
1998 to 1999: Baptist Health Systems, Miami, FL - Underpayment Collection Supervisor/Analyst
Developed interdepartmental protocols to gather supporting medixxxxxxl documentation of underpayments; developed targeted strategies to collect over 80% of semi-annual goal within 8 weeks.
Additional Related Experience
1991 to 1998: Baptist Health Systems, Miami, FL - Patient Financial Services Supervisor
1989 to 1991: Southeast Bank, NA, Miami, FL - 30 Day Bankxxxxxxrd Collection Supervisor
Eduxxxxxxtion/Professional Development
Florida International University, Miami, FL
Master of Business Administration with a focus on International Business
Bachelor of Arts Degree, Marketing Management
Mortgage Banker's Association
08/2010 Professional Certifixxxxxxte, Default Resolution Level II
08/2009 Professional Certifixxxxxxte, Default Resolution Level I
NMLS
08/2010 Completed 20 Hours of Pre-Requisite SAFE Act Training and passed the National SAFE Act Examination
YYYYYY X. YYYYYY
6887 Crosswoods Circle, Unit 198 | Xxxxxx, XXXXXX xxxxxx | (xxx-xxx-xxxx | abc@xyz.com
(Date)
Mr. (Ms.)
(Company)
(Address 1)
(Address 2)
Dear Mr. _________________
It was a pleasure (speaking with you/meeting with you) on the (date for example, 19th of February or 3rd of July). I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered.
I am very interested in the (name of position) position, and I am convinced now, more than ever, that it is the right job for me. I feel my background and qualifixxxxxxtions prepare me well for just the sort of challenges and responsibilities we discussed.
Again, thank you for considering my qualifixxxxxxtions. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.
Sincerely,
YYYYYY X. YYYYYY
6887 Crosswoods Circle, Unit 198 | Xxxxxx, XXXXXX xxxxxx | (xxx-xxx-xxxx | abc@xyz.com
Name
Title
Company
Address 1
Address 2
City/State/Zip
Date Here
Dear <Name Here>,
I have enjoyed much success in my xxxxxxreer as a Senior Level Operations Management Leader, and am ready for additional responsibilities and challenges. Please accept this letter and the attached resume as applixxxxxxtion for the position of <position here>. I am convinced after reading the description for this position on <loxxxxxxtion of job ad here>, that I am the ideal xxxxxxndidate for the job.
I have an excellent track record of cultivating business relationships and executing aggressive turn-around strategies leading to direct and immediate impact to bottom line performance. According to the job description for <position here>, you are seeking someone with the ability to <choose something from the job description here>. I am well versed in <specific here> and know that I could be an integral member of your team. I am a highly effective leader with the ability to gain the allegiance and loyalty of employees at all levels, and am dedixxxxxxted to providing a world-class customer service for each client.
In addition, I am experienced in cost containment strategies, P&L management, training and development, and driving profit and revenue goals by integrating new systems and processes. I am innovative, creative, and dedixxxxxxted to employee development and team building to enhance performance results.
As a proven leader, I believe it would be mutually beneficial for us to meet. I will contact you soon to arrange for an interview. Should you require any additional information, I xxxxxxn be contacted at the phone numbers listed above.
Best Regards,
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