Monica Shepherd, Mba Email & Phone Number

Tukwila, Wa, Us

Scottsdale, Arizona, Us

•Rebuilt a collaborative and productive working environment •Set Cascading goals for department that reduced processing time for returning deposits •Set Benchmarks of performance for team •Review weekly reporting for individual performance metrics and improved overall production •Manages a team of Evictions Coordinators, Supervisors and Managers •Manages a Telephony Analyst, WFM Analyst, a team of QA Analysts and their processes •Manages a team of Account Services Coordinators •Streamlined process to increase production and build relationships with Market teams and Progress Residential •Ability to thrive in ambiguity and proactively create a path forward in developing business areas •Exceptional organizational skills and proven ability to manage multiple priorities successfully •Proven track record of strong internal and external communication

Irvine, California, Us

•Enhanced the process for onboarding vendors to the appraisal department and improved the vendor onboarding turn time by 2.5 days •Ability to work independently and drive projects forward while being an active participant in cross-functional efforts •Experience mentoring seasoned and new management •Ability to thrive in ambiguity and proactively create a path forward in developing business areas •Exceptional organizational skills and proven ability to manage multiple priorities successfully •Proven track record of strong internal and external communication •Managed a team of invoicing Specialists and Team Lead, 6 Vendor Operations Analysts, 10 Appraisal Team Administrators and 2 joint venture analysts and their processes •Identified the need for new processes across multiple operation groups; implemented and staffed accordingly to forecasted workload •Oversaw the daily operations for the invoicing department and weekly payment(s) for 32 appraisal management companies •Streamlined process to increase production and built relationships with branch leadership and loanDepot appraisers; Improved production •Background in establishing operational objectives and aligning team contributions to key business priorities •Strong ability to lead through influence, including cross-functionally •Implemented new process to increase accuracy and efficiency in paying Vendors

Ewing, Nj, Us

•Collaborated with business leaders at all levels to develop and manage a large-scale training program •Developed learning programs and solutions to improve competency of production staff •Managed, trained, and developed a team of 8 trainers in a fast-paced training environment •Monitored and worked with the design team to develop training programs •Identified the need for new training and networked with the line of business to create, schedule, and implemented it •Created standard operating procedures for the training teams/department •Identified and assessed future and current training and uptraining needs •Trained personnel for collections, loss mitigation, claims, processing, coaching, and training roles •Hired and trained new managers, trainers, and training coaches •Implemented new business model within the training department •Created a training guide and a training manual for new trainers •Designed new tool to assist with on-boarding consistency •Partnered with the line of business to close gaps between training and production

New York, Ny, Us

•Maintained policy and procedures for loss mitigation functions, ensuring compliance with investor, state, regulatory, and CFBB guidelines •Managed a team of 25 employees in Loss Mitigation role(s) •Coached and mentored staff members by offering constructive feedback and taking interest in their long-term career growth •Improved productivity by eliminating production constraints •Implemented new business model within the department •Designed new tool to assist with audit consistency •Facilitated team meetings, department meetings, and conference calls •Vast knowledge of all FHA, VA, USDA, FNMA, FHLMC loss mitigation guidelines and policies •Implemented change management for new programs and developed and deployed process updates for all teams •Assessed and trained personnel for promotion(s) •Recruited, hired, and trained new employees for numerous positions in the organization •Coordinated and managed recruiting efforts, including attending career fairs •Delivered high customer satisfaction (CSAT) scores •MSP/BK experienced

Master Of Business Administration (Mba), Human Resources Management/Personnel Administration, General

Bachelor’S Degree, Management Information Systems, General

Associate’S Degree, General Studies