* Responsible for National Service & Solutions Brea call center servicing financial centers* Managed over 140 specialized agents and leaders committed to world class servicing* Focused on single call resolution, client care, operational excellence, retention, expense management, employee engagement, and environmental social governance* Reduced expenses by 30% in 2018, while maintaining # 1 Site Performance across the region

* Responsible for 76 FTE supporting the Retention Operations \ Modification Fulfillment Group for the Default Mortgage Servicing portfolio* Focused on reducing average cycle time production for mortgage and loan mod deals* Managed Underwriting teams and focused on reducing underwritten decision times by an average of 12 days * Vendor Manager for CVL (Consumer Vehicle Lending) satellite sites in Reno, NV and McAllen, TX* Led highly specialized teams to own numerous executive escalations throughout the enterprise while earning several Global Recognition Awards* Customer Advocate

* Piloted first Customer Relationship Manager (CRM) unit in Legacy Asset Services, which required frequent contributions from Global Learning, Reporting & Analytics, Business Controls, Strategy, & Transformation executives* Presented for various internal \ external exam auditors including MHA-C SPOC Audit Presentation (1/13)* Delivered continuous outstanding Call Quality results averaging 96% over a three year span.* Responsible for average $5.5 million portfolio in Unpaid Principle Balances (UPB)* Experience managing large teams including personnel of 109 FTE across various sites.* Division recognition for numerous customer satisfaction letters received for responsible associatesAdditional experience includes the following: Managed and coordinated the HFI Multi Property customer segment unit of the Case Management organization for the Simi Valley site. Supervised appropriate curing actions that ensured compliance with Federal Laws and guidelines in order to minimize losses and legal concerns. Monitored workflow and operational efficiency in order to recommend changes and operational improvements. Primary focus on day to day operational execution with regular contribution to broader planning within areas of expertise and/or outside realm of responsibility. Responsible for the direction and training of subordinate team managers and servicing associates. Oversaw staffing, allocated and coordinated resources and handled personnel related issues. Responded to complex customer, investor, or third party inquires. Also, jointly responsible for the execution of site level initiatives as identified by site leadership. Required the understanding and utilization of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure and has thorough understanding of entire servicing function. Broad general servicing knowledge of the FNMA, FHLMC, FHA, SFO, 2nd Lien, and HFI investor portfolios.

Managed teams of multiple service & sales associates that provide sales, service and/or fulfillment support within a specific geographic region for the Small Business Card portfolio. Resolved complex issues and managed work flow to ensure appropriate coverage is available to meet client demand. Promoted operational excellence by implementing processes and procedures to control operational losses and other expenses. Responsible for performance reviews to assess strengths and development needs while providing feedback and opportunities for growth. Coaches, trains and develops associates and may lead other call center quality initiatives. Assigns appropriate authority levels to associates and ensures associates have the tools, training and resources to deliver an optimal experience. Project management skills are a key component to role utilized daily. Executed the sales and service strategy and implements changes to enhance efficiency and high quality interactions.

Accountable for the production, quality, & unsecured loan underwriting of 18 Credit Analysts servicing the non-bilingual Gold Option portfolio. Direct responsibilities include daily interpreting of core production reports and the senior sign-off review of unsecured personal lines of credit ranging from $5,000 to $100,000. Analytical review of the loan application process is routinely applied while ensuring our analysts have a thorough understanding of the customer’s stability, ability, & willingness to pay. Thorough review of each pertaining application along with the correct cash flow, balance sheet, and credit bureau analysis are critical components of these positions which my role was responsible for.

Jointly responsible for the call center production, quality, & contributions of 18 Senior Account Managers servicing the Bank of America Consumer Card portfolio with the direct focus on minimizing contractual losses. Additional duties included the continuing training, development, & talent planning of these specially selected associates. Further responsibilities included the thorough review of high-risk customer’s credit bureau reporting, weekly department strategy & tactics and daily systematic reporting. Efficient in various software applications & computer troubleshooting.