• Road Waivero Process daily waiver for Total Loss, Fair Market Value and non FMV populationo Partner with payment them & created a sheet to help waivers to be completed more efficient• Collaborate on P&P updates for multiple processeso Created a work job aids for IQor• Worked closed with designated DA’s and Process Managers for enhancement and process breakdowns• Worked with law firm for bad sale tax debt revenue of 13 million brought back to company in completion• Deficiency manager process reviewer, validate to daily work for off shore associates.

• Stand in floor supervisor, supporting Vendor Support Relation • Coordinated working with our partner departments on process improvement, sharing best practice• Training and developing the team, providing real time feedback and problem solving• Implementing process improvements on current day to day reports• Reviewing incentive for our experience proving updates to upper management • Provided weekly updates to phone team on possible settlements breaks

• Support invoice review, reconciliation and payment process for units sold at the auction.• Corrective action - Identify and track events and issues to mitigate risk to Capital One.• Resolve performance related issues/escalations with third parties.• Support business units primary point of contact for third party and conduct appropriate communication and interaction between Capital One and assigned third parties• Actively contribute to the Circles and Building Associates Moral (BAM) team while successfully managing day to day activities.• Setup and assigned units to auctions.• Awards include Silver, Gold, Rockstar winner February 2017.

I served as a single point of contact and trusted advisor for these borrowers. Sensitivity to the nature of a distressed customer situation and professional demeanor are important attributes to possess in communicating with customers, as well as setting expectations, about loan status and possibly difficult decisions up to the final resolution. I oversaw broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/ DIL, and answer technical foreclosure questions. In many cases, (e.g., short sale/DIL/foreclosure) the CRM will be need to initiate a three-way conference call to facilitate connecting the borrower with the appropriate expert who can address specific questions and situation. Documented notes in the customer-facing system and monitor accounts for trial payments, including lengthy repayment plans and special forbearances. Worked closely with process support staffs that are able to assist with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals.

Train, coach, develop and engage a group of department associatesServe as resource to others in the resolution of complex problems and issues distribute to workflow and given direction to ensure that the client requirements are met daily.Help identify changes needed in procedure manual, writing updated processes as needed.Engage in basic quality assurance activities Assume duties of Unit Manager when they are not onsite.

Oversee and manage the day to day operations of the Loss Mitigation department ensuring loss mitigation reviews are conducted timely and accurately.Manage, mentor, and coach a team of loss mitigation representatives (specialists, phone reps, coordinators, & account analysts).Complete and maintain individual performance plans for each direct report; meet regularly to set goals and groom, to ensure personal and professional development (e.g. monitoring task queues and e-mails, quality review, etc. and assisting in achieving team/departmental goals and objectives).Work with Loss Mitt Management to set monthly department productivity goals; monitor department productivity and time management.Hold regularly scheduled staff meetings to ensure open communication and promote positive team environment.Maintain staffing model on monthly basis and ensure department metrics are reviewed on monthly basis.

Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.