Michelle W. Email & Phone Number

Oklahoma City, Ok, Us

Coppell, Tx, Us

Coppell, Tx, Us

Coppell, Tx, Us

*Managing the title orders/litigation process workflow for real & personal properties in the city of Dallas.*Prepare weekly report for cases filed for judgement/tax foreclosures.*Department liaison for other departments to monitor the court proceedings.*Create, lead and coordinate projects with multiple internal/external business partners. *Research title to determine the parties to include in litigation; perform skip-tracing/research on defendants for proper information for service*Analyze accounts sent to and returned from abstractors prior to lawsuit filing.Researching and edit abstracts, enter data into workflow-based case tracking system efficiently and accurately to support a high-volume workload of the department

OTHER BUSINESS AFFILIATIONS: Cardtronics (Records Management Analyst)Destination Maternity (Retail Sales Associate) All American Loss Mitigation (Foreclosure Unit Manager II,VP), Chemical Bank (Collector III- Team Leader), Household Finance (Team Leader Customer Service/ Collections), WAMU( Master Servicing Lead),Citibank (Customer Service /Collection Rep), Ameritech Cellular ( Customer Service /Collector III-Lead).

San Francisco, California, Us

Recognized for positive leadership impact over Auto Finance National Portfolio with additional executive responsibilities in recruiting, onboarding and staff development training initiatives. Supervisory direct leadership of 5 and oversight of 50+ FTE.*Managed the daily operations of the CarMax Regional Collections Center. Monitoring its performing and non- performing national portfolio. Developing and monitoring collections goals/results to ensure reduction of delinquency and gross monthly charge off balance *Evaluated daily recovery performance (i.e. settlements, repossessions, deferments, collections activities) to ensure team members are on target to meet assigned financial objectives as aligned*Responsible for all recruiting, staffing, and training; ensured staff is adequately trained, coached and educated to attain maximum performance

Mclean, Va, Us

Directly managed daily functions of the Foreclosure Timeline team to ensure daily pull through rate of foreclosures are successfully secured and in alignment with investor guidelines *Performed monthly review of team referral packages for SLA and proper instructions for foreclosure counsel (breach-post sale)*Created training guides to enhance and refresh the business unit’s frontline associates & train new hires to reach peak performance metrics upheld by the department objectives

Mclean, Va, Us

Responsible for daily management of the REPO collections call center teams; motivated and created a positive working environment (Best Place to Work) to excel beyond productivity objectives and KPI standards.*Managed associate’s performance to ensure high levels of quality for a one call resolution in order to avoid repo reversals, maintain SLA/and CSAT metrics*Executed strategies with loss mitigation business partners; worked as a liaison with business partners and Senior Leadership to identify gaps in processes for resolution and implemented changes in policy/procedures*Manage department associate engagement/morale team, Responsible for coordinating all department quarterly town halls and off site events2015 Manager of the Quarter (1st & 3rd)Manager ranking scores 89%/80 NPS Compass Mentoring Coach

Charlotte, Nc, Us

Managed multiple verticals of Centralize Foreclosure Postponement call center sites operations (OOP, Social Media/Short Sales/ foreclosure/2nd look reviews; 75 -100 FTE, 7 Team Managers,1 Unit Manager. *Re-engineered teams to support project initiatives, remediate foreclosure litigation/ mediation/credit bureau impediments, property preservation & bankruptcy reviews of foreclosure properties, handling foreclosure holds, reviewing disaster territory urgent request (FEMA)*Responsible for daily pull through rate of foreclosures through liquidation; successfully secured <1% wrongful foreclosure rate *Provided daily direction/coaching as well as 1.1 monthly performances reviews/mentoring meetings to unit manager, team managers, team leads and holding departmental biweekly huddles to ensure all staff is operating at peak performance and informed of all business updates *Site Leader/coordinator responsible daily for decisions /business continuity planning and execution for LOB within managed locations. Identified in Sr. leadership meetings as a SME for line of business*Responsible for establishing/executing all monthly associate engagement events within managed sites

Charlotte, Nc, Us

Advocacy Site Group Operations Manager of (24-125 associates) overseeing daily Loss Mitigation multiple site operations ensuring associates commitment to getting out timely/quality modification decisions to Homeowners/advocates *Directly responsible for the execution of site initiatives/associate engagement /all hiring & staffing model decisions and MIS reporting methodologies to ensure the unit’s operational efficiency reflected in Sr.leadership’s daily reports.*Executed site planning/managing budget.Reviewed and reconciled daily production numbers for the sites overall success for Sr. Leadership level case management production calls*Responsible for establishing / executing full CRM/SPOC conversion of frontline associates. Identified by the organization as a subject matter expert on projects/nationwide calls and all business needs*Managed operations of the India (offshore) Document execution intake teams as well as the state side (onshore)intake process team

Charlotte, Nc, Us

Managed multiple sites (24-100 FTE) of the Advocacy for Profit LOB. (Intake/Workout SPOC / Escalations/ Internal Relationship management/Vendor management /Quality Control (document control). *Responsible for daily operational efficiency of the department to ensure minimal losses; transition of pipelines from non-performing to performing; managed site to peak performance goals with unit’s compliance of all Federal and local rules accordingly (ex: Fair Debt Act, ECOA, bankruptcy laws) *Conducted weekly/monthly performance calls with external partners to ensure quality service through pipeline management of external vendor's portfolios and immediate resolution to escalated issues resulting in reducing complaints by 35%

Charlotte, Nc, Us

Responsible for establishing gap analysis for all issues to establish a team of SME's to resolve the self-identified audit issues (SIAI). *Worked closely with multiple departments to resolve issues, mitigate losses and determine potential company (risk) exposure from a credit risk management standpoint*Analyzed daily loan delinquencies, REO, and MI Claims; Approved bids, modifications, short sales, settlements, charge-off, and DIL

Chicago, Illinois, Us

Overseeing all aspects of the consumer mortgage foreclosure portfolio/team functions(30days-REO rollbacks (pre/post sale areas)*Managing of foreclosure law firm nationwide network, cradle to grave foreclosure processing, risk management reporting, departmental strategic planning of monthly charge-off/recovery loans *Review/approve/manage all loss mitigation workouts in accordance with governing guidelines/timelines/negotiations regulations, Review/prepare all foreclosure packages (i.e.; credit reports, appraisals, title reports, bid sheets, complaints, affidavits).*Process foreclosure/REO sale results, Vendor billing/ management securing external relationship to maintain all REO properties preservation /resell nationwide. *Identify/refer fraudulent or suspicious mortgage accounts while working closely with investigations and underwriting department.* Evaluate and resolve internal/external disputes, handling of irate escalated calls, serving as full liaison to internal legal counsel, fraud, servicing, insurance, recovery, bankruptcy departments. *Strategically developing new collection/solicitations procedures for potential loss mitigation workout candidates. Providing ongoing managing/development/team building within the department while monitoring daily workflow. Interviewing/training/coaching of new hire associates.

Business Administration, Management And Operations

Real Estate

Insurance