Susan Reddecliff Email & Phone Number

Virginia Beach, Va, Us

Richmond, Virginia, United States

Virginia Beach, Virginia

Established the Marketing Concierge Team to improve the customer service experience for our mortgage bankers. Created protocols, culture, and a success manual so that the team all rowed in the same direction. A self-described data nerd, who believes that numbers tell the true story of success. A tech enthusiast, who loves learning and implementing new technology. A hands-on coach and trainer that loves to see others add to their skill set.

Supervise 18 personnel of the Lien Release Department and co-supervise 31 employees of the combined Document Control and Lien Release Departments for the 4th largest loan subservicing company in the United States. Manage document imaging, data processing and workflow for an offshore team of 11 personnel. ♦ Search for qualified candidates, conduct employment interviews for vacant positions, and make hiring recommendations.♦ Train and develop staff to meet company needs in both group settings and on a one on one basis.♦ Counsel staff on best business practices to promote professional growth.♦ Monitor and evaluate compliance time frames, as well as data processing accuracy.♦ Respond to customer service reviews and requests from various interoffice departments.♦ Communicate processes and systems with outside auditors and vendors.♦ Complete monthly department reporting, to include financials, production figures, trends, backlog, training hours, employee reviews, and improved procedures for presentation to upper level management.♦ Effective conflict resolution to create a strong team environment. ♦ Written and oral evaluation of staff for probationary and annual reviews.

Virginia Beach, Va

Supervise 14 personnel across three departments managing post foreclosure documentation and processing for legal firm. Liaise between law firm and Commissioners of Accounts offices across Virginia. ♦ Met with management team to review emerging requirements and provide training to team to ensure compliance. Organized workflow among the departments for efficiency. ♦ Managed incoming shipments of legal documents for storage and image retention and coordinated their return upon completion of legal process.♦ Developed procedures and job aids for firm’s training and quality controls.♦ Identified obstacles and issues; strategized resolutions and improvements including consolidation of processes, secondary review and requirements tracking to promote quality work products and meet all legal obligations.♦ Prepared Excel spreadsheets with summary analysis of data. Wrote memos, polished and professional formal correspondence and issue reports.

Green Run High School

Taught World Geography and World History II to high school remedial classes of 2 to 10 academically at-risk and below grade-level students. Designed curriculum and performance criteria directly aligned to Virginia Standards of Learning (SOL) and course objectives. Presented highly interactive lessons incorporating audio, visual and kinesthetic activities to address all learning styles. Mentored and oriented new tutors on classroom management and curriculum ideas. ♦ Built strong rapport with students. Provided guidance to struggling students, counseling on vocational, higher education and career paths, prerequisite requirements and paths to accomplishment. Encouraged underachieving students to perform at higher levels, more in line with their academic abilities.♦ Conducted ongoing assessments. Reviewed and revised lessons, provided individualized instruction to overcome obstacles. Provide feedback to course teachers, special education teachers and guidance counselors. ♦ Taught test taking strategies and presented opportunities for practice to alleviate anxiety. Developed and maintained webpage with study and practice resources. Leveraged site as outreach for students unable to attend class. Created online tools and presentations to appeal to computer savvy students.♦ Proctored standardized testing in compliance with the State of Virginia requirements.