•Manage and facilitate the default business overview and audit process for all of Wells Fargo Default and Retention Operations.• Serve as a primary default liaison between audit and WFHM business units.• Coordinate with investors, GSE, CRM Groups and Rating Agencies with the receipt of organizational information utilized for assessments.

• Managed a team of twelve plus calling agents and two team leads.•Trained, Coached and Developed team members. • Monitored quality and productivity utilizing various measurement tools•Managed automated dialer campaigns.•Developed strategies for special calling campaigns.•Produced monthly performance analysis and summaries for risk and upper management.• Managed internal skip tracing process, working with both internal & external customers.•Worked with external vendors, monitor performance and negotiation pricing.

• Performed monthly portfolio analysis, delinquency trending & reporting for the HSC and ASC Collection business lines.• Produced and prepared monthly HCS Servicing Effectiveness presentation for risk management. • Produced daily, weekly & monthly agent tracking and accountability reporting.• Prepared statistics and provide data for both internal & external audits for quality control.• Assisted in project development and process improvement. • Worked closely with Risk Management to insure compliance measurements are met.• Worked cross functionally with other default business lines to understand and improve process flows.

• Built and developed default oriented queries and reports for management.• Provided special reporting and deep analysis on various loan types and different investors.• Managed special projects which required working with internal and external customers. • Produced monthly compliance reports, summaries and presentations. • Determined delinquency statuses, and develop calling campaigns for various portfolios.• Supplied external entities with WFHM statistical data and summary information for auditing purposes.• Suggested automation and developed specifications with technology teams to improve business operations.