Keith Malloy Email & Phone Number

Austin, Texas, United States

● Conducted outbound solicitation calls to address delinquent accounts exceeding 30 days.● Collaborated with borrowers to assess and discuss potential loss mitigation options.● Facilitated the submission of various document requests for borrowers, including Occupancy Certificates, Payoff Quotes, Payment Plan Changes, HUD1 Requests, Third Party Authorization Forms, etc.● Processed and accepted payments, handling transactions of up to $15k through inbound payment processors and issuing confirmation numbers.● Maintained comprehensive documentation of all inbound and outbound calls, creating a chronological history for each loan.● Initiated HUD counseling as mandated by FHA/HUD regulations.● Offered guidance and advice to reverse mortgage clients.● Managed both HECM and non-HECM loans.

● Utilized problem-solving skills and exercised judgment when dealing with account limits, selling performance, and account restrictions for members.● Effectively communicated through various contact channels, employing active listening and clear articulation to engage customers.● Provided coaching to sellers on trading practices that foster positive buyer experiences and contribute to safe, sustainable growth on the platform.● Evaluated the seller's business model and suggested adjustments to align with eBay's processes and policies.● Collaborated with peers and leaders to identify customer pain points, proposing changes to enhance processes and/or policies.● Demonstrated an understanding of eBay policies to inform decision-making and mitigate the platform's exposure to risk.● Attained high standards in quality, satisfaction, and operational metrics.

● Provided support for credit-related memberships, services, and product offerings, advocating for solutions to enhance consumers' creditworthiness.● Assisted consumers in comprehending credit bureau processes and educated them on the necessary steps to request corrections.● Addressed customer requests for assistance, identifying the required support and either providing help or redirecting inquiries to the relevant functional area.● Professionally and promptly managed escalated customer issues, ensuring resolution in a timely manner.● Initiated restoration/resolution cases for instances of fraudulent activity.● Managed the freezing and unfreezing of Experian credit reports.

● Investigated, assessed, and managed disputes/chargebacks.● Maintained a commitment to continuous learning to stay abreast of updated network regulatory requirements and client guidelines.● Monitored systems for potential fraudulent behavior related to card usage and proactively contacted cardholders to investigate suspected fraud.● Ensured a positive customer experience through proper phone etiquette in both inbound and outbound calls with clients and cardholders.● Tracked and promptly addressed cases within specified time frames, adhering to regulatory guidelines and client requirements.● Made recommendations for process improvements as part of ongoing efforts to enhance efficiency.● Implemented compliance and verification procedures to accurately process cardholder information.● Responded to inquiries from internal and external stakeholders concerning chargeback requirements, system processing and functionality, dispute life cycle, claim status, and data input.● Entered data into client-specific systems to maintain accurate records of cardholder, card, transaction, and case information.

● Develops and maintains an organizational structure of Security Services to ensure high productivity at the lowest cost. ● Develops, implements, and ensures maintenance of Security systems, closed circuit television (CCTV), electronics, and controls, such that all metropolitan CHI facilities are appropriately and efficiently monitored and secured; Plans for system upgrades and expansion, as appropriate. ● Analyzes security operations, key control and other access control programs for deficiencies and initiates improvements as required: Administers key control program for the system. ● Coordinates the development of performance standards which provide a means of measuring, evaluating, and improving significant and value added Security processes; monitors and reports indicators and statistics to appropriatecommittees, service lines, etc. ● Provides significant input for operating and revenue budgets, and participates in long- and short-range planning. ● Maintains communication with all internal and external customers and management regarding Security operations, programs, and problem resolution. ● Collaborates and architects, vendors, and support services personnel in developing Security operations, programs, and problem resolution ● Develops and maintains departmental policies and procedures, complying with all applicable federal and state legislation/regulation, and any appropriate voluntary accreditation requirements. ● Completes annual and six-month performance review assessments within proper scope of judgment and accountability.

● Adhere to, interpret, advocate for, and elucidate established company policies, procedures, and relevant local, state, federal, and regulatory guidelines.● Uphold cleanliness and timeliness standards set by the property/department.● Maintain a consistently high level of professional appearance, demeanor, ethics, and uphold a positive image for both oneself and subordinates.● Responsively address reasonable guest requests, offering assistance directly or facilitating contact with the appropriate personnel.● Conduct patrol services in the casino area, parking lot, and designated auxiliary areas as required, actively identifying suspicious or undesirable patrons, minors, and potential safety hazards.● Generate detailed reports on security-related incidents occurring on company property.● Transport, provide escort services, and verify funds during the transfer of money, chips, or tokens when necessary.● Promptly respond to disturbances and alarms, providing or dispatching appropriate medical services or other necessary assistance for gaming patrons or team members.

●Performed a variety of routine electro-mechanical assembly operations, troubleshooting, and repairs. Adjusted, aligned, and performed "go-no-go" tests using test fixtures or non-diagnostic electronic testing devices. Identified and corrected errors, followed by retesting.●Applied skills to wire, assemble, test, troubleshoot, and calibrate equipment and sub-assemblies. Made own set-ups, alignments, and adjustments, maintaining tolerance according to instructions. Disassembled, modified, reworked, refurbished, reassembled, and tested units as required. Followed basic work orders, schematics, wiring diagrams, sketches, assembly shop, and production operations sheets, as well as parts and wire lists, written and/or verbal instructions to construct electro-mechanical, vacuum, and/or pneumatic assemblies, sub-assemblies, and components.●Maintained a secure, safe, clean, and healthy work environment. Attended required health and safety training, and followed safety and security policies, procedures, and practices. Promptly reported accidents, injuries, safety hazards, or emergencies to the supervisor or Safety department. Followed operating instructions, used protective equipment when required, and used equipment and materials properly. Actively strived to prevent accidents and injuries.●Recorded basic data and provided status updates. Utilized standard hand tools and fixtures for precise locating and positioning of parts. Typical tasks included connecting components or assemblies into housings, panels, or chassis. ●Maintained the cleanliness of the work area and ensured the proper handling of tools, equipment, and stock to prevent loss or injury. Detailed finished work by removing fingerprints, etc., and then properly packaged to prevent damage during transportation or storage.

● Conducted general building foot patrols.● Signed in and notified shared offices of client arrivals.● Monitored CCTV bays while on dispatch duty.● Performed building lock down and opening procedures.● Documented all incidents via internal reports.● Coordinated and facilitated all law enforcement contact when necessary.

● Coordinated and assisted clients with move-in and move-out activities.● Served as the point of contact for the department/facility in the absence of the Event Coordinator.● Communicated and collaborated with the Event Coordinator regarding the status of events, event changes, special client/event needs, etc.● Briefed and provided information and instructions to facility services staff to meet client/visitor needs.● Responded to visitor/client questions and provided assistance.● Observed and enforced department/facility safety and operational policies and procedures.● Monitored security and fire systems.● Coordinated emergency responses, including the evacuation process.● Trained and evaluated the walk-through metal detector process and hand-wanding, as well as target pat-down resolution procedures in response to a target alarm.● Conducted a monthly inventory of Sharps Containers, Fire Extinguishers, AED Units, and First Aid Kits.● Held FEMA National Incident Management System Certification.● Possessed State of Texas Level II Security Certification.

● Implemented a data-driven approach to monitor and oversee yearly certification, training, and testing details through the TSA internal LMS, leading to increased compliance, decreased errors, and enhanced training efficiency for a national audience.● Designed detailed presentations to promote computer literacy and self-sufficiency among employees; conducted basic computer training and created "how-to" guides for new hires and SMEs.● Instructed and mentored over 600 security officers across varying seniority levels and teams, utilizing both internal and external training programs to optimize departmental performance.● Delivered webinars and virtual training sessions, consistently receiving positive participant evaluations.● Collaborated with cross-functional teams to align training initiatives with organizational objectives.● Demonstrated success in enhancing employee skills and productivity through the implementation of remote learning solutions.● Identified and analyzed training department needs, assessed the relevance and accuracy of information, generated and evaluated alternative solutions, and provided recommendations to the department head and upper management.● Optimized instructional guidance for screening processes, streamlining workflows and reducing time spent by 15-30 hours per week, resulting in increased team productivity and improved efficiency metrics.

● Served on the forefront of the TSA, an agency established to enhance security at airports and other transportation providers across the United States following the 9/11 attack.● Recruit​ed, interviewed, trained, and/or supervised hundreds of security screeners at airports in Texas, Colorado, Massachusetts, New York City, and Washington, DC, adhering to policies and procedures specified by Homeland Security and the Transportation Safety Act.● Successfully managed their lodging arrangements, scheduling, timekeeping, leave records, payroll, training, and occasional disciplinary actions.● Oversaw and supported the collection of various performance metrics to identify areas in need of process improvement and systemic or individual weaknesses, vulnerabilities, or inefficiencies in the screening process.● Implemented safety procedures at airports and government properties to ensure compliance with contract agreements and government regulations, following policies and procedures established by the Department of Homeland Security.● Monitored individual performance and provided frequent communication to promote screener development.

● Contributed as a member of the investigative team tasked with evaluating financial statements, performance, contracts, and other data to identify potential fraud or non-compliance with laws and policies.● Gathered and analyzed data to uncover deficient controls, duplicated efforts, extravagance, fraud, or non-compliance with laws and regulations.● Prepared detailed reports outlining audit findings and recommended corrective actions. Reviewed data related to material assets, net worth, liabilities, income, and expenditures.● Examined and assessed financial and information systems, proposing controls to ensure system reliability and data integrity. Utilized statistical procedures to analyze and verify financial statements and other records, assessing the financial status.

● Engaged with customers to offer information in response to inquiries about Dell products and services and effectively address and resolve complaints.● Orchestrated and supervised the delivery and installation of products and equipment. Initiated contact with regular and potential customers to showcase products, elucidate product features, and solicit orders.● Estimated prices, clarified credit or contract terms, warranties, and delivery dates during customer interactions.● Kept a close eye on market conditions, product innovations, and competitors' products, prices, and sales. Engaged in negotiations regarding contract details and payments. Prepared estimates, bids, sales contracts, and order forms to facilitate the sales process.