Allison Olson Email & Phone Number

Remote

• Trained and developed a team of up to 2 Operation Support Specialists. Supported new product launches through procedures and conditions development and testing and validating product functionality within the LOS in UAT.
• Supported 127 new product launches, including conventional, FHA, USDA, VA, non-agency, jumbo, renovation, one-time close construction, non-QM, bond and brokered out
• Identified over 1,000 product errors prior to launch
• Identified 3 LOS technical issues during foreign national product launch requiring development fixes prior to product launch
• Improved efficiency of Conditions Support processes by 75% through establishment of a Smartsheet intake process within 3 months of owning the process
• Served as editor for the monthly Bond Newsletter

Remote - Texas

• Recruited by department leadership to contribute to the launch of a new Retail Operations Product Support Team.
• Promoted to lead the team within 4 months

• Recruited by department leadership to contribute to the launch of a new Customer Experience Management Department and escalation management process. Conducted root cause and trend analyses on customer complaints and.
• Recognized in internal CX newsletter for contributing to a 76% reduction in unrecorded files and an 86% reduction in related escalations over 7 months
• Partnered with operations to reduce aged properties falling out of contract repeatedly resulting in movement of over $7M in assets and a 37% reduction in the fall out rate over 12 months
• Developed instructor-led and web-based training modules for escalation management
• Wrote commentary and presented updates for monthly escalation management reports for an anchor client, monthly business reviews for several lines of business and monthly CX internal department reports
• Wrote commentary for quarterly Board of Directors report

Arlington, Texas And Lewisville, Texas

• Selected by senior management to lead start-up efforts for new List Assist Department. Hired, recruited and trained a production team of up to 16 List Assist Specialists in Asset, Private, FNMA, FHA, USDA and VA short.
• Successfully established benchmarks, standards of performance, protocols and processes for new department
• Chosen to participate in AVP Swap Program in 2012 that helped develop future leaders through training and succession planning
• Achieved 18 awards for top performing team in production and quality
• Active member of the Communications Team: researched and developed processes, wrote departmental communications

Lewisville, Texas

• Coached and developed a team of 13 employees, which included up to 9 short sale negotiators and up to 4 short sale closers in the FHA, USDA and VA portfolios. Audited inventory through a variety of reports measuring.
• Selected by senior management to transition a team of processors into negotiators and closers through on-going training and professional development
• Successfully transitioned workload from San Diego to Lewisville due to RIF
• Mitigated losses of up to $25M in mortgage loans monthly

Arlington, Texas

• Hired, trained and developed a team of up to 20 Specialty Solutions Advisors who underwrote credit card repayment and settlement plans. Analyzed and assigned workable volumes to maintain SLA in various processes.
• Hired by department VP to establish the Specialty Solutions Group in Arlington
• Contributed to significant process improvements resulting in an 8% increase in CSAT ratings from Card Members and improved internal response times by 54%
• Wrote and distributed all internal communications for department
• Achieved 2 awards for Excellence in Leadership and 1 for Exceptional Process Management for process improvement contributions during the transition from Washington Mutual to Chase Card Services

Austin, Texas And Arlington, Texas

• Oversaw and led a team of 75 direct reports, which included up to 70 front line non-exempt Collections Specialists and up to 5 exempt Team Managers. Managed the Customer Satisfaction Team, in charge of escalations and.
• Developed and monitored outbound dialing strategies, increasing file penetration by 33%
• Consistently achieved monthly roll rate goals in a sub-prime portfolio ranging from 61 to 150 days delinquent with a value of $300M to $700M
• Selected by VP to be the first AVP to move from Austin to head the launch of the Late Stage Collections Department at the new Arlington site
• Trained new hires in call quality, monthly incentive and collector performance metrics
• Contributed to policy and process improvements

Austin, Texas

• Hired, trained, managed and coached a production team of up to 14 Collections Specialists. Responsible for call quality and production of all team members.
• Chosen by senior management to serve as Call Quality Liaison
• Partnered with Customer Satisfaction Team to resolve customer issues and escalations
• Achieved 23 awards for top performing team in production and quality

Master Of Arts, Latin American Studies

Bachelor'S Degree, Latin American Studies

Activities and Societies: Special Honors Program