Pat Congleton Email & Phone Number

Greater Denver Area

• Leading and managing development of client specific process documentation, job aids, and application guides for multiple product lines and operating systems• Managed and coordinated staff of 5 technical writers and 1 business analyst for major documentation project that developed and deployed over 400 client specific procedures, policies, job aids and application guides• Worked cross-functionally with application developers and management in identifying process flow and testing to determine computer software and hardware changes to achieve client’s requirements• Created technical application guides for the customer deployment and training of in-house application system• Initiated and instituted change management process to effectively manage projects, communications and cost within the business segment• Preformed data mapping of multiple client’s data to an internal relational database to create automated uploads of assigned records• Built and produced queries and reports through a BI and PM software in an effort to create KPI • Developed annual Disaster Recovery test plan of multiple internal web based applications • Spearheaded the application system automation for inventory control and billing to maintained the internal system of record and properly bill for services for REO’s largest client• Promoted and cultivated customer focus and a quality culture for segment’s management team to identify gaps and to effect process improvement• Improved operational efficiencies and reduced cost by 25% through identification, deployment and training of operational REO and Accounting processes to offshore staffing• Advocated and controlled the Quality Assurance, Information Security, Disaster Recovery and Business Resilience programs for the REO segment of the company• Performed yearly risk assessments of internal controls and external vendors

Greater Denver Area

• Championed the Quality Assurance, Information Security and Business Resilience programs for the REO segment of the company• Produced and maintained a formal Business Continuity / Disaster Recovery Plan with annual testing to meet SOX and client requirements• Authored and managed the Quality Assurance Plan, receiving the corporation’s DIS Quality Assurance Award for the program• Produced and cultivated acceptance of standard operating procedures aligning with clients’ statement of work• Collaborated with the managers to set quality expectations and scoring metrics• Reviewed all processes for optimization, including international employee balance, and operational system enhancements to meet business goals and objectives• Established, implemented and administered SharePoint site for management of documentation and communication within the business segment• Implemented administrative procedures, technical controls, and physical security measures required to support corporate and client requirements and regulations• Participated in all client audits and provided executed responses for passing those audit

Greater Denver Area

•Produced extensive HUD RFP which resulted in an invitation to submit a final bid.•Managed client accounting team processing $1.3 million invoices per month and collection of over $500,000 in fees from the sale of REO properties. •Directed system developers in the design and continued enhancement of three web-based management / marketing systems. •Supervised team of asset managers and asset specialists in the marketing and sale of clients’ REO properties.•Maintained consistent relationships with clients to ensure proper handling and disposition of their assets. •Coordinated all legal matters through in-house counsel, providing recommendations for final resolution.•Completed market strategies, valuation reconciliations and offer negotiations for a portfolio of 250 – 300 files for disposition from assignment to close. •Created and maintained high performance vendor relationships with regional brokers, agents, appraisers, attorneys, and title / escrow offices.

Greater Denver Area

Greater Denver Area

Greater Denver Area

Greater Denver Area