- Handle IT related issues such as printing trip labels, password issuance and resets, and hardware PM's- Act as liaison between facility and Wal-Mart IT departments- Ensure accuracy of inventory records in the facility- Monitor, analyze, adjust, and report on activities including customer P&L, billing, and system access- Oversee DP department to achieve high levels of safety, productivity, and customer service- Ensure adherence to safety policies and practices- Prepare work procedures, schedules, and analyze repair needs- Provide creative ideas to improve operational productivity and maintain a safe work environment- Participate in operations, safety, and labor meetings- Ensure timely and accurate reporting in ADP ezLabor and the attendance tracker for the hourly associates. - Communicate effectively with other departments and Operations Managers- Meet customer and Company key performance metrics- Foster a team environment and demonstrate strong leadership skills- Mentor warehouse colleagues to ensure compliance- Coordinate with Managers and Human Resources to ensure adherence to Company policies- Conduct audits, checks, and systems maintenance

• Traveled to the Addison, TX site to train multiple classes for consumer card.• Selected by management to be part of the remediation team.• Volunteered to be the SPOC for system access for the entire department.• Provide support and training to other researchers within the department.• Selected to assist with a special project to handle Monetary Adjustments.• Created a new process for the department to help improve proficiency and prevent the bank from over remediating accounts.• Subject Matter Expert for User Acceptance Testing and trained associates for a new project. • Performs root cause analysis of data to determine common findings that are trending to report to leadership.• Manage reporting to monitor assignments to ensure monthly SLA’s are met.

•Provided complaint resolution information to high-level business managers.•Auditing the work of peers on a daily basis and sent a coaching to management when needed.•Reviewed all correspondence daily that fall within default servicing to ensure the bank stays within compliance.•Responsible for monitoring all stages of the modification process up to countersigned documents.•Adapt to a constantly changing business environment.•Escalate issues to the appropriate line of business.•Assist in Lead duties when needed such as auditing the work of peers by checking for any errors in the SharePoint and document labeling then sending coaching’s to management when needed.•Effectively communicate with the Business Support Manager to ensure all required documents are sent to the Attorney General’s office.

•Responsible in auditing inbound/outbound calls for Customer Relationship Managers to ensure compliance with FDCPA and other fair lending guidelines. •Provided guidance and coaching for areas of opportunity for associates within the customer relationship manager function which includes Multi-Property and BK loans.•Accurate with overall auditing scores resulting in a ranking of “EXCEEDS” for internal PDP ratings.•Demonstrated ability to make decisions independently.•Coached associates on best practices and procedures for handling difficult situations.•Constantly reviewed and monitored changes to the product and policy guidelines to certify findings for possible coaching opportunities.

•Continued role as a Customer Service and Sales Specialist II due to redeployment from previous role.•Resolved various mortgage servicing issues for customers and third parties in a high paced inbound call system while providing excellent customer service.

•Primary auditor for the Root Cause Audit to find irritants and trending through multiple payment systems.•Assisted in the development and continued audit process for post-closing after a modification has been completed.•Worked directly with project managers to improve process design.•Traveled to the Simi Valley site to certify Back Office representatives for payment research.

•Selected as OJT acting manager and OJT coach for the Glendale and Brea Site.•Helped integrate a new system in the reorganization of the Glendale site.•Managed 12 OJT coaches while overseeing 30 new temp-to-hire associates.•Assisted with evaluating which associates would selected based off of their performance to be hired on as a permanent employee.•Assisted with evaluating temp associates for permanent positions.