Provided direction and oversight of the day-to-day operations for the Document Management, Production, Processing, and Quality Control departments within the Home Retention Operations division. Span of control ranged from 50 - 100 resources. Guided teams to cultivate interactive, communicative departments. Highly collaborative with both internal and external partners to create client solutions timely and efficiently. Ensured contractual obligations were fulfilled, and developed a track record of consistently exceeding the client's expectations in all department metrics, which was evidenced by monthly scorecard reports. Responsible for monthly division invoicing approval and accuracy. Focused on Service Organizational Control (SOC) procedures and concurrently analyzed data to discover process improvement opportunities. Involved in the investigation, design, and testing phases of SDLC to ensure operational needs were addressed. End-to-end knowledge of back office loan servicing including document programming, printing, fulfillment, document intake, scanning, physical document inventory/management/disposition, loan modification quality review, and county recording.Accomplishments:Assisted in the planning and testing of transitioning all client document printing from a vendor to an in-house print facility.Managed a project in which work-in-progress from another client vendor was successfully transitioned to Urban with no distruption to Service Level Agreements (SLAs).

Led the Document Management and Production departments (10-20 resources), which handled document programming, data mapping, and order processing in a high volume order queue. By stressing committed customer service and consistent excellence, the teams became known for streamlining processes, achieving results, and providing innovative solutions for clients. Responsible for meeting all client performance metrics. Established daily vendor and client communication routines, as well as department best practices and process documentation. Performed detailed data analysis to proactively resolve issues. Handled resource interviews, scheduling, and corrective action. Became a SME in the Home Affordable Modification Program.Privileged to be involved in the initial phases of the creation of Urban's automated document factory (ADF) workflow.

Monitored order and helpdesk queues. Processed document orders for printing/shipping. Updated clients regularly regarding special requests and order statuses. Handled daily coordination with vendors for programming and shipment of documents. Researched escalated issues and loan statuses. Provided standard reports and created ad-hoc reports for delivery to the client. Performed analysis on large data sets via MS Office Excel pivot tables and VLOOKUPS. Participated in daily client meetings.

Managed the billing process for multiple companies within the Rocky Mountain Division of Complete Production Services, Inc. Supervised 12 accounts receivable resources. Reconciled month end A/R aging to the GL and accrued monthly revenue for each company. Performed new customer credit checks and resolved customer account issues. Maintained Sarbanes Oxley (SOX) procedures. Accomplishments:Built a team environment by cross training amongst companies and utilized team member expertise.Focused on collections, resulting in lowering the company’s DSO to less than 40 days.

Assisted the Controller in all accounting functions including maintaining the chart of accounts, journal entries, accounts receivable, accounts payable, payroll, bank reconciliations, account reconciliations, workers’ compensation, Colorado sales and use taxes, monthly accruals, monthly financial reports, audits, and employee benefits.Accomplishments:Played a key role in the due diligence information gathering that resulted in the successful acquisition of A & W Water Service, Inc. by Complete Production Services in 2004.Implemented electronic billing for two of the company’s largest customers, resulting in better cash flow.