Erika Copeland Email and Phone Number

· Responsible for achieving an annual client budget of $5 million. · Maintains client relationship.· Monitors project results and provides weekly executive summaries to clients. · Ensures all billing is accurate and timely via established rules and guidelines to include a review of current client bill rates and addresses.· Ensures CROSSMARK receives payment for all invoiced work.· Actively seeks opportunities to up-sell existing client base.

· Helped establish the objectives and operational processes of the Ulta Beauty Client Team from inception.· Managed relationships with Ulta Beauty, as well as 30+ Cosmetic Brands.· Planned, executed and oversaw $5 Million multi-brand cosmetics realignment and reset initiatives.

· Responsible for developing national sales plans for our clients and retailers operating within the approved financial guidelines.· Responsible for achieving annual client budgets.· Maintain sound client relationships.· Monitor and report project results to clients. · Ensure all billing is accurate and timely via established rules and guidelines to include a review of current client bill rates, addresses, and authorized retailers.· Ensure CROSSMARK receives payment for all invoiced work.· Actively seek opportunities to up-sell existing client base.

· Successfully planned, executed, and oversaw an $8 Million multi-retailer, multi-brand cosmetics project. · Served as the main contact between the Client Engagement team and Field Operations· Managed a team of Operation Coordinators and monitor their performance· Collaborate with multiple channels to ensure all company processes are followed and project deadlines are met· Helped establish multiple new company processes including ways to reduce overall costs/expenses and increase efficiency within our day-to-day operations· Monitor project execution and team output with reporting metrics/analytics· Assign all work across the team and manage employee bandwidth

· Maintained client relationship with Rite Aid and applicable manufacturers· Worked closely with multiple teams to align our priorities and reduce inefficiencies· Provided detailed market analysis when forecasting work with clients· Successfully planned and executed several multi-million dollar, multi-brand cosmetic projects, as well as several smaller projects. · Helped train and transition our team to a new organizational model we now utilize across the company

· Created detailed sales plans and monitored/provided reporting on the execution of running and completed projects· Provided additional support in various areas for project building process; developed store lists, project recaps

· Conducted full and comprehensive audits of Short Sale documents and determined compliance with bank requirements· Provided detailed feedback to short sale negotiators regarding audit results· Anticipated and responded to monthly changes in bank requirements and priorities· Familiarity with large banking institution applications and FHA, HUD, and CFPB guidelines· Completed 2nd level reviews for our quality team to ensure accuracy and provided training of the quality process· Contributed an integral role resulting in a 12% increase in our quality score to achieve 100%

· Managed daily access issues, compliance testing, and password resets · Responsible for equipping 200+ REDC employees with access to client systems and compliance testing, as well as developed and managed access reports around Equator and Citrix · Identified and resolved access delays and escalated when needed· Trained staff by creating and providing detailed instructions and guidelines for client system use· Communicated change-control from the client to the product managers· Involved in the business requirements, development, testing, training, and enhancements integrating a vendor portal

· Coordinated with the bank and preservation company to ensure properties were secure and free of debris and damages· Analyzed and cleared property title to allow conveyance of interest from the homeowner back to the investor· Reviewed homeowner provided documents, information and credit to confirm Deed-in-Lieu qualification· Negotiated settlements needed to release any 3rd party interests to property title (Interests consist of, but are not limited to, Jr. Mortgages, property tax liens, HOA liens, Municipal Liens, etc…)· Assumed responsibility as the main source of contact throughout the Deed-in-Lieu process while giving industry leading Customer Service through advising, working with, and providing assistance to homeowners transitioning out of the property

· Worked to preserve and restore properties to HUD standards via insurance proceeds and HUD approvals· Coordinated with MCS clients, hazard FHA team, and vendors to convey properties in a timely manner· Prioritized and reviewed incoming work, contacted appropriate resources as needed· Monitored queue and ensured necessary property preservation work is completed

· Worked with the Regional Sales Managers on leads in assigned territories, distributed mailers and follow-up, helped create promotions for company use· Registered and assisted planning regional and national trade shows· Answered calls in the queue for new sales and made outbound calls to potential buyers