Handled vendor oversight and project management in support and implementation of company correspondence. Acted as vendor relationship manager for multiple print vendors. Supervised multiple projects in support of correspondence enhancements. Monitored and communicated multiple vendor scorecard metrics to hold vendors accountable to established service levels. Responded to staff issues and concerns. Conducted first-level review of new or enhanced correspondences through formal approval process and procedure. Facilitated Conflict Resolution. • Managed and coordinated implementation of multiple projects with print vendors. • Led testing between company and print vendor to successfully deploy custom file used in creation of monthly account statements. • Achieved annual savings of $1M.

Oversaw and implemented consumer-focused initiatives centered on execution and reporting of company net promoter score. Translated voice of the customer (VOC)/net promoter score (NPS) through complaint data and surveys into measurable action plans. Performed vendor oversight and project management in support of enterprise complaint management system, iCasework. Prepared and facilitated weekly Customer Experience meeting with all levels of senior management. Launched multiple projects designed to enhance customer experience. Identified complaint cases for review for improvement opportunities. Collaborated with business units to identify preventative actions and corrective measures to improve customer experience. • Monitored and responded as applicable to social media postings via Twitter, Facebook, and ConsumerAffairs. • Contributed as key player in Servicing Excellence program, participating in Servicing Measurement and Service Obstacle System subteams.• Created and implemented social media customer outreach policy and procedure in 2016, resulting in star rating increase from 1.14 to 4.0+ and successful maintenance 4.0+ rating within six months. • Executed multiple projects in complaint management system, including integration with IdentifyNow to automate security permissions, integration with internal Call Management System (CMS) to automate complaint case entry by call center agents, and integration of Complaint Management System with Reverse Servicing, Reverse Lending, and Forward Lending.

Managed numerous projects, including implementation of several technical and process improvement initiatives. Served as relationship manager in support of call center operations, working with business leadership to prioritize and implement initiatives in support of call center. Monitored and completed LoanServ code cross testing for call center. Partnered with end users to identify and document business requirements, develop timelines for project delivery, and manage projects and resources for successful completion. Developed and maintained policies and procedures, as well as any applicable training documentation as needed.• Managed MIS workstream as a part of the consent order and AG Settlement.• Implemented Computer Telephony Integration (CTI) Phase II.• Facilitated the project for the Avaya Dialer.• Oversaw the IEX Workforce Management System integration.• Spearheaded the Witness Call Recording System implementation.• Executed the migration of ancillary system during the serving system conversion to the LoanServ Platform.• Named “Best in Class” for all the projects facilitated throughout the year. The prize was a trip to Sedona.

Acted as system conversion analyst in support of post-sale and REO. Completed system conversion to Excelis servicing system. Coordinated project analysis, research, data gathering, etc. Supported project manager with the implementation of multiple projects. Participated in Telecom projects, including Speedpay/Pay by Phone, multiple IVR enhancements, and Computer Telephony Integration (CTI). Performed user acceptance testing.

Conducted audit of loans in foreclosure process to ensure departmental staffing and attorney firms adhered to all guidelines and procedures.

Completed foreclosure processing on all company risk foreclosure accounts. Reviewed accounts for loss mitigation options to reduce loss exposure to GMACM.

Monitored bankruptcy accounts and referred delinquent accounts to attorney firms to proceed to obtain relief from automatic stay. Observed attorney firms to ensure proper handling of accounts and observance of all procedures and guidelines according to investor or insurer requirements.

Collaborated with team to handle all aspects of defaulted FNMA account.

Ensured prompt collection actions taken on delinquent accounts through payment commitments and repayment plans for loss mitigations options to avoid foreclosure. Handled accounts to ensure adherence to all investor and insurer regulations.

Assisted Senior Loan Counselor in fulfilling position by completing mass mailings and return checks and completing follow-up if necessary.