Mike Harris Email & Phone Number

Dallas/Fort Worth Area

Oversee the development, staffing and performance management for 95 FTEResponsible for the operational success and budgeting for two operational functions – Document Processing and Mail CenterDesign and maintain departmental metrics used internally and externally for both reporting and development purposesEstablished workflows and procedures for over 4 million auto and hazard loansMonitors and reviews “Best Practice” procedures and policies, making changes where necessaryIntroduced system enhancements used to streamline processes and eliminate client and borrower-facing errors

Ft. Worth, Tx

• Worked with internal and external teams to analyze their operations, provide recommendations for process improvement and automation, and capture metrics to be used in the base lining and evaluation of results.• Created strong document imaging teams that consistently exceeded daily operational and project related expectations for quality, service level, and productivity.• Increased span of control from 40 to 90 employees as recognition of operational excellence and leadership.• Identified a redundant process and championed the implementation of the automation of the indexing and categorization of over 100K documents per month and saved over $1 million in FTE costs.• Standardized employee goals by creating a productivity tracking database that provided employee performance metrics for each employee and teams. Used the monthly scorecard in monthly performance conversations with employees.• Managed multiple production teams across the U.S. and designed the operational space with an eye for work flow, safety, and operational efficiency.

Irving, Texas

- Reviewed process flows to increase productivity and removed or automated unnecessary steps to increase overall efficiency.- Managed multiple client operations providing document imaging services with various service levels and fluctuating volumes.- Implemented operational reporting to capture performance metrics, determine staffing requirements, and provide employee feedback and reporting.- Implemented new client project to provide document prepping, scanning and indexing which was completed ahead of schedule and within budget.

Ft. Worth, Texas

- Directed the teams and systems that receive, image, and index all credit files. Volumes peaked at 47,000 files and nearly 14,000,000 pages per month.- Increased processing of closing and collateral files to a volume of 55,000 files and 7,000,000 pages per month by designing and implementing process and workflow changes.- Unit exceeded 98% success rate for throughput service level agreement (SLA); exceeded 99% success rate for image quality SLA; exceeded 98% accuracy for indexing and document identification.- Coordinated both domestic and off shore resources to meet production objectives for the department.

Greater Atlanta Area

- Led all facets of remote business unit including customer contact, day to day operations, and financial accountability for the unit’s fiscal performance. Results include enhanced profitability with positive profit results after three months.- Directed daily production and quality reports. Improved methods to meet contract and budget requirements while maintaining optimal performance.- Improved morale and increased productivity of employees operating in a high volume transactional environment through the implementation of mentor management. - Received perfect scores on client managed quality assurance audits.- Multiple recipient of “ACS Presidents Club” award.

Coppell, Texas

- Managed the conversion of paper mortgage loan files to digitized images stored on the in-house FileNet system.- Improved the average through put time on 72-hour turn time items by 55.6%; the average through put time on 24-hour turn time items by 19.2%.- Increased average monthly volumes from 13,000 loans to 30,000 loans.- Managed a staff responsible for the delivery of servicing transferred credit files and the receipt of incoming acquisition servicing files.- Organized all aspects of the delivery of over 100,000 loan records associated with four bulk servicing transfers in 10 months.- Coordinated the receipt of 20,000 incoming acquisition files.

Bachelor’S Degree, Business Administration, Management And Operations, 3.0

Activities and Societies: Sigma Phi Epsilon Fraternity Vice President and Social Chairman, Young Republicans - Vice President, Lacrosse.

Industrial Distribution

Activities and Societies: Sigma Phi Epsilon Fraternity