Pt Harbin 🛠️ Email & Phone Number

Charlotte, Nc, Us

Baltimore , Md, Us

▪Coordinate multiple projects across the credit cards vertical to create efficiencies, reduce costs and improve customer experience ▪Identify quarterly OKR’s and drive to completion by creating PRD’s, Jira stories and participating in agile ceremonies▪Serve as project manager and product manager for many initiatives ▪Identify feedback themes through mobile app ratings and work with the product team to prioritize and implement changes to improve the app experience▪Led a project to create an internal agent portal tool that increased monthly collections settlement production by 100% per agent by automating manual processes▪Build bill codes, block/reclass codes and change parameters through credit card payment processing vendor to accomplish team goals▪Reengineered process to issue lost & stolen credit cards through automation to save $310k in expenses in 2024

Ann Arbor, Michigan, Us

▪Led operations, sales support, Salesforce, and performance/product marketing teams consisting of over 300 employees while focusing on partner experience and bridging the gap between sales, technology, and operations▪Delivered company growth of 330% YOY 2019-2020 and 83% 2020-2021▪Led project creating self-serve technology enhancements and process improvements to increase efficiency ▪ Improved file intake process, resulting in 33% production increase and 2-day cycle reduction ▪Transitioned Salesforce team from IT to sales channel by designing workflow and dashboards, integrating 150 executives, and improving data-driven decision making▪Liaised between departments to identify areas for process improvement and implement technology enhancements while improving client experience ▪Served as product owner for Homepoint portal to prioritize new offerings andEnhancements while partnering with technology to meet design requirements▪Oversaw account acquisition, activation/renewal of account goals, marketing automation, and roadmap creation for partner experience projects▪Functioned as a process expert to champion an appraisal ordering platform, enhancedpricing engine, cash buyer product, and sales model redesign

Detroit, Michigan, Us

▪Founding member of wholesale division that achieved $12 billion annual volume in 2018; Focused on automation and client experience to increase production ▪Led operations team consisting of 8 teams, 7 leaders, and 85 team members in supporting over 13,000 monthly applications nationwide▪Partnered with a 3rd party vendor to create a product that automated income, increased productivity, and improved cycle times▪Guided team through unprecedented growth while building and developing 5 new ops teams to scale company growth and improve client experience ▪Hired over 150 team members 80% of which were later promoted

Austin, Tx, Us

▪Part-time realtor (Licensed in NC and SC) for the world’s largest real estate franchise▪Listed and sold 25 homes since joining the team in 2009

▪Generated leads and identified opportunities for local advertising to build a pipeline of future tenants▪Negotiated vendor contracts and supported all maintenance requests

London, Gb

▪Promoted in 2004 to lead a team of 14 account managers, underwriters, and closers for mortgage applications in 7 states in the southeast▪Processed 750 applications monthly, increasing the team’s volume from $20 to $35 million monthly by focusing on outstanding customer service and process improvement.▪Selected to lead and implement a company-wide paperless project and a branch-wide efficiency initiative, which was later expanded to 5 additional teams ▪Rallied the team to take on an additional $20 million in volume due to a temporary closing of a branch in New York, successfully maintaining service level expectations for 3 months until the branch reopened▪Coached and mentored team members, focusing on empowering each individual to set professional and personal goals, leading to 7 internal promotions.

London, Gb

▪Primary liaison for 150+ real estate brokers and 5 outside sales representatives▪Selected as Employee of the Year in 2002, for volume, quality, and customer service out of 80 branches▪Supported Decision One’s largest account, increasing monthly volume from $10 million to $30 million.▪Restructured branch process to improve customer turnaround times

Bs, Marketing & Management

Education record