Dwight Kline Email & Phone Number

Lewisville, Texas, United States

Lewisville, Texas, United States

• Testing mortgage origination tool that is currently using AI technology to aid in the use of loan origination programs.• Sourcing mortgage and business contacts to generate marketing leads for potential sales.• Researching pricing and current market trends to provide valuations on inventory of product.

Dallas-Fort Worth Metroplex

• Managed projects for ATS and other AHP, Inc., companies that resulted in faster product turn time and improved internal reporting.• Created job proposals based on client requirements that turned into immediate cash flow for this startup company.• Developed internal process flows to help procure the client’s requirements while reducing our handling time (internal costs) for the product. • Designed efficiencies with legal staff to reduce cycle times by 15%.

• Handled all client communication, escalation, and responses in a timely and productive manner which helped to retain my clients during my tenure.• Created a monthly audit on a client’s scorecard discrepancies. This improved our results (+95% monthly) and standing with our client and set a new best practice across the client base.

Dallas/Fort Worth Area

• Managed our top hazard claims client relationships, which accounted for 70% ($2m) of the company revenue.• Improved client satisfaction through better communication, scorecard development, regularly scheduled meetings, and ongoing discussion and feedback. This resulted in several clients signing contract extensions.• Developed a standardized new client onboarding process which allowed the company to board clients and realize revenue faster.

Westminster, Co

• Created a new standard monthly Business Reviews presentation for all my clients. This allowed senior management to better understand each of my clients’ impact on staffing, revenue, and potential new opportunities.• Worked with our Sales and PMO team to create and standardize the onboarding process. This allowed for consistent onboarding of new clients and the ability to generate revenue sooner in the process.

Westlake, Tx

• Brought into the role by senior management to turn around the relationship of our two largest clients (65% of our revenue). Both clients signed contract extensions during my tenure.• Worked with product and engineering teams to create new contracts, service level agreements, and standardized reporting. This allowed for a more consistent contract process, reduced our production setup time, and cut our IT programming costs in half.• Involved in an extensive companywide project to identify root causes for our failure points that caused financial exposure.

Westlake, Tx

Helped create and sell the global offshore product and also managed the day-to-day involvement with our clients and the offshore teams.- Managed seven Legal BPO clients with 180+ offshore seats (revenue of $3m)- Conducted client sales calls and led initial discussions, including the creation of assessment documents for presentation for prospective clients- Helped re-design and implement current workflow methodology for the offshore business model, which included pricing analysis on a per seat all in cost

Westlake, Tx

Worked with both internal business units and external clients to conduct business reviews, create workflows and audit parameters, in an effort to report on non-compliance and opportunities for improvement.- Conducted internal process audits, which included reviewing current procedures and creating process maps to validate against procedures and processes outlined at the company level- Defined, created, and collected monthly critical-to-quality metrics from all business lines; if metrics were repeatedly failing, 'corrective action plans' were created and metrics were monitored until they returned to acceptable levels- Worked with external clients to create process improvement ideas and solutions aimed at reducing cycle time and costs and increasing productivity; final results included detailed process maps, condition explanations, cost/productivity evaluations, and improvement responses

Westlake, Tx

Managed over 400 field vendors, created and communicated new quality plan across different products. Helped transition the move from VA to TX.- Created National Quality Plan for three separate companies within the First American Default Information Services Group- Monitored and reported all critical quality indicators and operational audits each month to the National Quality Director - Constructed a project to write and record 300 separate process procedures along with developing our training plan to infuse Quality Management throughout our organization

Charlotte, Nc

Responsible for creating our internal and external refinance populations. Created reporting and analysis around the workflow of our refinance efforts.- Developed marketing strategies to target potential refinance applicants; this included our current Wells Fargo mortgagors along with other lender clients- Created reporting and analysis team to monitor and report on all aspects of the refinance process. Examples include: penetration rates, life cycle reporting and adverse selection reports- Interviewed and selected outside vendors to partner with the refinance at home product- Created mechanisms to monitor processes and exception reporting- Managed the document retrieval and file management group for refinances and recording for the pooling / sale of loans