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Summary

SENIOR UC Engineer, Sales Engineer and Systems Architect with 20 + years of experience in direct and indirect information communication technology (ICT) channels. *Ability to create long-term partnerships with vendors and customers. *Creative sales approach, problem solver with entrepreneurial experience and point of view. *Extensive experience selling, Installing and supporting CRM applications ( Salesforce) , Contact Center premise and Cloud applications , Unified communications ( SIP/VOIP ) premise and cloud applications, Telepresence applications, Security and Networking experience. Experience with Software Demos and end user training .

Accomplishments
  • Entrepreneur started and sold three different IT businesses with over 10 million in annual revenue
  • One of the top 10 wireless resellers in the nation in less than two years of business
  • Awarded in top 20 fastest growing businesses in Washington and made the top 10 list of minority businesses in Washington
  • Creative approach in Sales and marketing
  • Fully Certified ShoreTel/Mitel Engineer and Systems Architect
  • Shoretel/Mitel Sales engineer with over 15 million in sales
  • Numerous successful CRM , Contact Center, voice and Telepresence system replacements as project manger and lead implementation engineer
  • UC practice manager and Tier 3 engineer
  • Managed numerous carrier voice conversions from TDM to SIP
  • Expert in SIP integration with voice and 3rd party applications
Skills

    

  • Network assessment management
  • Strong collaborative and analytical skills
  • Project management - CRM, Voice and Contact center
  • Security and Networking experience 
  • Excellent problem solving skills
  • VM ware server 
  • Mobile app's development and deployment 
  • WiFi deployments
  • Layer 2 and 3 Switches experience 
  • SIP protocols and SBC programmer
  • Mitel/ShoreTel Tier 3 Engineer
Experience
Consultant | 10/2017 to Current Marathon Voice Data Solutions - Mountain View , CA

Managing clients needs by providing application and network solutions to continue to improve the Customer Experience.

Creating out of the box Marketing solutions with social media tools.

Engineering and programming SIP installations using SBC gateways.

Solutions Architect and lead engineer for Wireless systems, point to point wireless connections, desktop services, MS server Hyper V and VMware . Managing layer 2 and 3 switches. TDM to SIP conversions, carrier solutions for voice and data, Supporting Mitel/ShoreTel on premise systems.

Unified Communications Manager | 05/2011 to 08/2017 Network Computing Architects Inc. (NCA) - Bellevue, WA

Managed UC department sales support, installations and ongoing customer support services .

Maintained certifications for ShoreTel: Sales, Installer, Contact Center, Mobility and Advanced VoIP Engineer. Earned 100% customer satisfaction scores on all VoIP installations. Application integration including Salesforce and Microsoft Voice products . Create and expand marketing programs for voice services leveraging lunch and learns, blogs and trade shows, email campaigns. Switched customers from enterprise support to partner support increasing on going yearly margins.

Hire and manage technicians.

Technology Services Developer | 01/2010 to 06/2011 VECA Electric and Technologies Inc - Seattle, Washington

Launched ShoreTel VoIP sales, installation and support departments with over 500,000 dollars in sales the first year.

Earned certifications for ShoreTel: Sales, Installer and Advanced VoIP Engineer.

Added Voice and Data services to VECA's portfolio.

Earned 100% customer satisfaction scores on all VoIP installations.

Create and expand marketing programs for technologies services including trade shows, email campaigns, Microsoft CRM customer records system.

Assist project managers in building relationships with data center owners and operators.

Hire and manage Technicians and Sales people.

Develop time saving installation methodologies for VoIP services, in conjunction with VECA's agile construction practices.

Network Services Manager | 12/2008 to 01/2010 United Communications Services Inc - Bellevue, Washington

Created and updated marketing sales material for voice and data service.

Established agent contracts with various Telecom providers.

Identified and managed direct and indirect sales channels for Telecom services and equipment.

Familiar with vendor product suites for AT&T, Integra, Paetec, Qwest, Verizon, Covad, New Edge and various other voice and data vendors.

Turned around company from non-producer to top ten sales agent.

General Manager | 06/2005 to 11/2008 WTI, LLC-CLEC - Bothell, Washington

Managed direct sales group and customer service departments with over 30 direct reports.

Product offering included Broadband, hosted PBX, SIP trunk replacement, and TDM services using WTI's class 4/5 VoIP Switch.

Created marketing programs and established relationships for indirect channels partners.

Worked with multiple vendors to negotiate contracts, rates, and regulatory/legal issues for new and existing products.

Million dollar producer for Telecom services.

President | 01/2003 to 05/2004 Mwireless Inc - Seattle, Washington

Created and implemented a national marketing program.

Negotiated contracts, developed direct and indirect sales channels.

Managed all aspects of outbound and inbound sales call center.

Sold over 24,000 units in 18 months; one of WorldCom's wireless top agents.

Ended all operations prior to WorldCom's bankruptcy.

General Manager | 02/1994 to 10/1997 Cyberspace Inc ISP - Seattle, Washington

Developed and maintained the network for one of the earliest ISP's.

Managed technicians and customer service.

Created and executed sales and marketing plan, increasing revenue over 500%.

President | 04/1991 to 06/2005 Marathon Communications Inc CLEC/IXC and Cellular Reseller - Seattle, Washington

Responsible for overseeing the company's operations in three states.

Accountable for sales, customer service, network operations, central office and technical support.

Developed and implemented an operating plan that included all aspects of marketing, financial and billing systems, customer sales and support, carrier interconnect agreements, vendor agreements, regulatory matters and product development.

Created and managed direct and indirect sales channels which included telemarketing companies, telecom consultants, marketing companies and charitable organizations.

Directed operations, sales, accounting, and customer service with over 50 direct reports.

Managed networks that provided product offerings which included ISP, content delivery, Broadband, Hosted PBX, SIP trunk replacement, and traditional voice services.

Oversaw the Deployment of IP and voice network from building out the collocation space to hiring the necessary personal to manage equipment while keep in the frame work of the allocated budget.

Responsible for CLEC certification in 3 states and negotiated interconnection agreements with Qwest and Verizon.

Built a IXC and CLEC business from the ground up using minimal start up capital and resources.

The company's revenue went from 0 to over 7 million annually.


Education and Training
San Diego State University - | B.A Economics
Activities and Honors
Top ShoreTel Dealer 
5 annual awards of 100% customer satisfaction 
Languages
Bilingual (English, Spanish) and available for travel
Skills

Accounting, agile, billing systems, broadband, budgets, call center, contracts, negotiating contracts, Cloud services, CRM, customer satisfaction service and support, direct sales, engineering, finance, hiring, ISP, IP, legal, marketing, networking, networks, PBX, product development, production, sales support, technical support, Telecom, telemarketing, trade shows, VoIP.

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Summary

Driven and personable EDC Study Builder with over 4 years of experience interfacing with clients and managing data. Dedicated and outside-the-box strategic thinker with expertise in data analysis, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player seeking to leverage background into a EDC Study Builder role with a progressive organization.

Skills
  • Strong organizational skills
  • Excellent communication skills (verbal/written)
  • Attentiveness
  • ​Producing high level excel reports
  • clinical trial analysis experience 
  • Strong database and data processing
  • Strong logic and matrix merging experience  
  • Time management
  • Adaptability
  • Continuous improvement
  • Hands on applications to datasets
  • Analysis of variance (clinical trial based)
Computer Skills
Statistical Analysis Software (SAS), VBA, SQL, C++, Java, Matlab, Minitab, High Proficiency in MS Office(Suite,Word, Extensive Excel, Outlook, PowerPoint)
Education and Training
Bachelor of Science, Mathematics 2016 SUNY University at Buffalo Williamsville, NY, US Concentration: Actuarial Science
Experience
Manager Sep 2016 to Current
Santora's Pizza Pub & Grill Williamsville, NY
  • Expertly estimated staffing needs and adjusted hourly schedules in accordance with demand patterns, budget and local labor laws.
    Provided courteous and informative customer service in an open kitchen format
  • Ensured smooth kitchen operation by overseeing daily product inventory, purchasing and receiving
  • Displayed a positive and friendly attitude towards customers and fellow team members
  • Used Forecasting and Labor Requirements to maintain company profitability on a strict budget program
  • Producing and maintaining complex excel sheets



Manager Feb 2013 to Sep 2017
Zoe Restaurant Amherst , NY
  • Produce statistical values based on sales and profit margins
  • Forcast sales
  • Manage staff
  • Scheduling and labor costs
  • Inventory reports
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Professional Summary

Senior Quality Analyst bringing several years of experience in audits, special investigations, policy reviews, quality assurance, and research and analysis. Customer-centered banking professional with a diverse financial service career in banking including collections, credit card, auto loan debt,  and project management.


Skills
  • Creative problem solver
  • Dedicated team player
  • Audit Reporting
  • Exceptional communication skills
  • Multi-tasking
  • Account management
  • Quality assurance
  • Employee training and development
Work History
09/2016 to Current
Auto Quality Sr. Specialist I JP Morgan Chase
  • Support management through risk identification, control testing, and process improvement for auto loan accounts to ensure compliance meets 100%.
  • Report internal control issues to management and supply comprehensive recommendations to mitigate the associated risks of error on accounts.
  • Articulate audit findings, risks and detailed recommendations to upper management by reviewing customer interactions via phone and email. 
  • Assist on projects for external auditors and examiner evaluations to determine compliance with corporate and line of business procedures.
  • Recommended operational improvements based on tracking and analysis to minimize escalating gaps management.
  • Analyze procedures and create strategies to develop effective call compliance which will result in improved scores at a minimum of 90%.
01/2014 to 08/2016
SCRA Sr. Quality Analyst JP Morgan Chase 3700 Wiseman Boulevard
  • Audit statements of military credit card accounts under the Service Member Relief Act (SCRA) for internal audits through financial research to reduce loss.
  • Communicated audit findings, risks, and detail recommendations to upper management to reduce loss and reinforce customer relationships.
  • Monitor and review (SCRA) representatives work to ensure that all procedures are followed and provide feedback and evaluation of account processes.
  • Met with management to identify and assess business controls, risks, process gaps and work flow inefficiencies to increase productivity.
  • Reviewed and prepared reports to determine the status of collections and the amounts of outstanding balances to ensure state and government compliance.
12/2008 to 12/2013
CLS Portfolio Management Advisor JP Morgan Chase 3700 Wiseman Blvd
  • Conducted careful financial and covenant analysis of proposed transactions by external law firms to verify credit card account closures met legal compliance.
  • Collaborated with management to eliminate procedural errors, margin breaks, and outline the appropriate process to fulfill inquiries.
  • Closely monitored performance of law firms and collection practices on credit cards accounts and recommend changes to achieve compliance targets.
  • Compiled reports, financial spreadsheets and organizational charts to improve office organization and track data presented by law firms.
01/2005 to 12/2008
Litigation Customer Support Advisor III JP Morgan Chase 3700 Wiseman Blvd.
  • Make outbound and inbound calls to investigate, collect, and skip trace on delinquent accounts to provide alternative options for payment in an empathetic manner.
  • Reviewed and updated client correspondence, scheduling payment arrangements, and resolving disputes regarding delinquent credit card accounts.
  • Compiled database of loan applicant credit history, financial statements, and other financial information to reduce bankruptcy filings.
11/2003 to 12/2005
Internal Recovery Collector JP Morgan Chase 3700 Wiseman Blvd
  • Made outbound and inbound calls communicating with customers on charged off credit card accounts to negotiate payment arrangements and settlements.
  • Prepare accounts for litigation, review collection reports, and establish possible garnishment, property, and judgment suits reducing company loss. 
  • Performed invoicing request, researching charge-backs, disputes, send correspondence, and trained new and existing employees.
Education
Bachelor of Arts: Prairie View A & M University - Prairie View, Texas
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Summary
Quality-focused Real Estate Professional who genuinely cares about property conditions, resident satisfaction, revenue expansion and fulfilling property owner needs.
Highlights
  • Collections
  • Industry Accounting
  • Microsoft Office
  • Knowledge of leasing and market conditions
  • Revenue expansion
  • Yardi/Appfolio
  • Sales and marketing
  • Resourceful problem solver
Experience
Maintenance Coordinator/Property Management 05/2018 to 12/2018 ST. Johns Properties Jacksonville, FL
  • Assigned to property to assist Property Manager with community lease up that had been previously mismanaged.
  • Reconciled and updated tenant ledgers, collected tenant past due balances and filed evictions. 
  • Inspected and inventoried down units and coordinated with maintenance team to make rent ready. 
  • Screen rental applications and assisted with tenant move ins. 
Portfolio Property Manager 05/2016 to 01/2017 BSP&M Jacksonville, FL
  • Hired as Independent Contractor to take over management of an unstable portfolio of  rental homes.
  •  Prepared weekly reports on occupancy,delinquency and other key performance factors.
  •  Determined market rental rates, photographed homes and listed homes on Zillow, Appfolio and other social media platforms. 
  • Daily lead follow up, hosted open houses and screened perspective tenants.
  • Performed weekly vacancy checks, conducted rent ready, move out and renewal inspections. Outsourced bids for turn key projects and monitored maintenance team and contractor's progress.
  • Created and posted legal notices along with leases and supporting addendums. Outsourced bids for turn key projects and monitored maintenance team and contractor's progress.
  • Reduced average outstanding collections through contact with residents and securing higher quality credit tenants.


Portfolio Property Manager 05/2015 to 04/2016 Market South Management Savannah, GA
  • Oversaw all aspects of property management for portfolio of 135 rentals comprised of  homes, duplexes and 4-plexes.  
  • Checked out keys, promptly followed up on leads and screened rental applications.
  • Responsible for coordination and assignment of all tenant work orders and updating WO status in AppFolio.
  •  Developed relationships with contractors, outsourced bids and presented bids to property owners for final approval. Monitored contractor's progress of turn key projects and major repairs.
  •  Assisted Accountant by reconciling delinquencies, monthly invoices and tenant move in/out charges.
  •  Effectively reduced tenant delinquency by 80% upon taking over portfolio. 
  •   
  • Effectively reduced delinquency and increased NOI
  • Effectively reduced delinquency and increased NOI
  • Effectively reduced delinquency and increased NOI
Property Management Team 07/2013 to 06/2015 Lanier Realty Savannah, GA
  • General management of company owned rental homes, mobile homes and apartment communities.
  • Acted as mobile property manager and staffed community offices to lease up community to favorable occupancy rate. 
  • Checked out keys, lead follow up, screened rental applications, created legal notices, leases and conducted lease signings.
  • performed  rent ready and move out inspections, input tenant move in/move out data into AppFolio, posted delinquency notices.
  • Responsible for filing all  monthly disposseories, writs and attending eviction court.

 

Multifamily Property Manager 08/2012 to 07/2013 Strategic Management Partners Savannah, GA
  • Retained as Manager of Stillwater Apartments while in receivership and stabilized to a point for favorable sale.
  • Executed operational and capital budget for community.
  • Tracked and reported financial performance of community and implemented strategies to enhance the value of the asset in preparation for sale.                                                                                                                                                                                                    
Multifamily Property Manager 09/2011 to 08/2012 Emperian DBA Elon Management Savannah, GA
  • Managed Stillwater Apartments, community consisting of 53 units.
  • Implemented marketing strategies, screened rental applications, supervised maintenance team, complied weekly leasing reports.
  • Successfully managed community upon property going into foreclosure with out operating capital from owner or support of Regional Manager.
Property Manager 04/2008 to 08/2008 Kingman Investments Des Moines, IA
  • Managed 4 brownstones consisting of 60 units.
  • Showed vacant units, screened rental applications, performed light maintenance duties and supervised Maintenance Tech.
  • Worked with city inspectors to bring buildings up to code due to previous mismanagement.
  • Increased revenue by improving occupancy from 75% to 96% by implementation of  renovating outdated units and improving overall curb appeal and safety of properties.
Lead Generator/Realtor 02/2006 to 08/2008 RE/MAX Des Moines, IA
  • Hired to generate leads for real estate office through cold calling and inbound toll free advertising inquires by potential clients and setting appointments with agents.
  • Increased existing client base through follow up, prospecting and accurately recording prospect information into CRM.
  • Promoted to Realtor upon earning real estate license.
  • Successfully guided home buyers and sellers through sales and purchase of properties.Coordinated sales process from contract negotiations to the execution of services such as inspections, repairs, financing, and title services.
  • Sold over a $2,000,000.00 in residential real estate.
Education
Associate of Arts: Liberal Arts University of Northern Iowa Cedar Falls, IA
Licenses
Iowa Real Estate License 2006
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Executive Profile

Accomplished Executive with demonstrated ability to deliver mission-critical results. Highly adaptable with diverse business management and marketing expertise spanning both B:B and B:C. Strong analytical, thought leadership, influencing, consulting, negotiation and people management skills.

Skill Highlights
  • Business / Marketing Strategy
  • Market Research & Analysis 
  • Brand Management
  • Brand and media measurement
  • Customer acquisition
  • New product development  
  • P&L responsibility
  • Direct Mail Marketing
  • Digital Marketing 
  • Vendor management
Core Accomplishments
  • Thought leader with established record driving strategy through execution to deliver against P&L objectives.
  • Adept at identifying market trends and customer needs and translating insights into business opportunities.
  • Proven ability to conceptualize, develop and launch innovative and compelling financial services products and programs that deliver breakthrough growth and transformational change.
  • Hands-on brand development and cross-channel targeted marketing at Fortune 300 companies.
  • Consistently rated as a top people manager in employee satisfaction surveys.
Professional Experience
Director, Consumer Insights 06/2015 to Current Discover Financial Services Riverwoods, IL
  • Act as a strategic thought partner for senior level business partners, leveraging consumer and marketplace insights to shape top strategic initiatives across the credit card, bank and network businesses.
  • Drive research to identify and prioritize innovations and to optimize product concepts, positioning statements, digital experiences, advertising and other cross-channel communications. 
  • Measure and track advertising effectiveness and brand/product awareness, consideration, customer satisfaction and brand drivers relative to competitors.
 

Senior Manager, Digital Marketing 04/2013 to 06/2015 Discover Financial Services Riverwoods, IL
  • Led marketing plan and creative strategy development to promote Discover's mobile app and digital features in display, site marketing, social and email channels.
  • Managed the email channel, including offer prioritization, contact strategy and execution of email offers, driving $350MM+ in incremental sales annually.
  • Built digital capabilities and effectiveness through design standardization, predictive modeling, data integration and customer segment-focused strategies.
Senior Manager, Customer Acquisition 06/2011 to 04/2013 Discover Financial Services Riverwoods, IL
  • Responsible for segmentation, pricing, creative, profitability, campaign management, budget and forecasting for the direct mail channel.
  • Delivered year-over-year new account growth for 3 years straight at a flat cost per account - managing to a $160MM budget to drive 1MM accounts (2012)
  • Met or exceeded profitability goals each year, partnering with Finance to develop more frequent P&L model updates to inform decisions. 
Manager, Customer Acquisition 03/2009 to 06/2011 Discover Financial Services Riverwoods, IL
  • Drove 20% enrollment lifts in all direct mail segments by testing into creatives focused on value in a highly targeted and branded way while saving $16MM via production efficiencies.
  • Launched new Discover card with an integrated cross-channel strategy grounded in customer research.
  • Awarded President's Plate awards for Leadership and Team Excellence (recognizes top 3% of employees).
Manager, New Customer Portfolio Management 09/2008 to 03/2009 Discover Financial Services Riverwoods, IL
  • Launched programs and communications to drive new customer engagement and profitability.
  • Developed strategies for fee and default pricing policies, driving several million dollars in revenue savings.
  • Partnered with Risk and Analytics to develop and launch a program to close high-risk new accounts after 10 months of inactivity, saving over $12MM.
Project Manager, New Product Development 09/2007 to 09/2008 Discover Financial Services Riverwoods, IL
  • Led initiatives to increase revenue, competitive position and product offerings.
  • Introduced interchange tiers to card products, delivering $90MM in revenue.
  • Developed the Business Plan, P&L, customer acquisition plan and full website functionality for a new product.
Program Manager, Call Center Systems Strategy 07/2004 to 09/2007 Discover Financial Services Riverwoods, IL
  • Developed Discover's contact center systems strategy to improve system usability, marketing effectiveness, reporting, process efficiency and time-to-market.
  • Differentiated service by segment, quickly driving $1.6MM in low effort cost savings.
  • Set up Discover's first outsourced service program 75% faster than benchmark.
  • Awarded a President's Plate award for Team Achievement (recognizes top 3%).
Project Manager, Supply Chain Management 08/2001 to 07/2004 Capital One Richmond, VA
  • Led cross-functional (50+ person) outsourcing projects domestically and in India, Costa Rica and the Philippines to deliver $100MM expense savings.
  • Managed call center quality, coaching, cross-sell, productivity and training at Indian supplier.
  • Championed VOIP technology to increase flexibility and reduce timelines by 40%, and cut call transfers by 46%.
  • Awarded the Project Management Excellence Award by the Project Management Office and the 2004 Recognition on Commitments (ROC) Award.
Education
Bachelor of Science: Marketing, Management and Human Resources University of Wisconsin Madison, WI
Phi Eta Sigma Honor Student, recognizing the highest performing Business school students
International Business Specialization American Intercontinental University London, England
Two trimesters abroad focused on international business
Certificate in Project Management George Washington University and ESI International, Aug 2003
Project Management Professional (PMP) Certification, May 2007-2011 Project Management Institute
This resume is created in 7 minutes.
Summary
Dedicated Property Manager and licensed real estate agent versed in all aspects of real estate property management.  

Skills
  • On-boarding new investment properties
  • Drawing up property pro forma and contracts
  • Vacation rental booking software 
  • Sales and marketing
  • Knowledge of leasing and market conditions
  • New construction
Accomplishments
  • Major contributor in doubling the size of property portfolio in first year of employment.
  • Implemented new rent collection procedures, increasing rental income for 2016.
  • Decreased operating costs by implementing new cost control procedures. 
Experience
Luxury Simplified Group Charleston, SC Portfolio Manager 05/2016 to Current
  • Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends
  • Collected and kept careful records of rental payments
  • Conducted apartment tours for potential tenants
  • Managed all day-to-day activities involving tenants, subcontractors and property management
Education and Training
Bachelor of Arts: Business Administration 2016 College of Charleston, Charleston, SC, United States
  • Minor in commercial real estate
  • Junior VP of The Carter Real Estate Club
  • Angel Oak Scholarship Award
This resume is created in 7 minutes.
Summary
Experienced MSP professional with proven success in developing client relationships, business development, and managing accounts. A motivated, engaged, and focused contributor with a passion for achieving results. Diplomatic, strategic leader with ability to create dynamic partnerships, generating new business growth and facilitating positive customer experiences. Highly skilled at problem solving and developing solutions while thriving in rapidly evolving environments.
Core Competencies
  • Client Relationship and Account Management
  • Managed Service Program and Operations Leadership
  • Business Development and Expansion
  • Process Mapping 
  • Customer Service and Client Satisfaction
  • Account Strategy Planning and Execution
  • Team Leadership and Coaching
  • Solution oriented problem solving 
Experience
Director, Portfolio Delivery , 10/2015 to 06/2017
Pontoon Solutions Jacksonville, FL
Leadership role directing a portfolio of 17 Managed Service Programs and $195M spend in the mid- market space.
  • Directed activities leading to the expansion of products and service offering at 58% of accounts.
  • Created focused account plans to generate revenue and improve profitability by 159% from 2015 to 2016.
  • Reduced operating cost by 15% through developing repeatable program standards and servicing through a shared delivery model.
  • Strengthened relationships through effective account management and customer service. Increased client satisfaction ratings by 10% average per quarter.
Managing Director, Enterprise Solutions, 02/2012 to 10/2015
Randstad Professionals Atlanta, GA
Managed a Strategic Account portfolio of 12 accounts and $200M in sales. Provides strategic and operational leadership to account teams. Oversee a team of Client Delivery Managers.
  • 2014 Presidents Club Recipient
  • Developed Account plans and executed successfully upon objectives. Consistently exceeded revenue goals annually on average at 110% to plan individual and 100% to plan for team.
  • Fostered client partnerships and internal operating company relationships as key liaison for MSP accounts. Created quality standards and standard operating procedures to ensure positive client and internal experiences.
Senior Manager, Business Process, 04/2009 to 02/2012
Randstad Managed Services Woburn, MA
    Develop and implement Standard Operating processes to support MSP program operations across organization.
  • Collaborated with clients and executive leaders to optimize program operations and create effective solutions for account management. Recommended operational improvements based on tracking and analysis.
  • Established processes to support day- to- day program operations including; on boarding, quarterly business reviews, supplier management, program metrics, and program governance. Trained program teams and provided support for new employees.
  • Mapped process activities to desired outcomes to rectify operational inefficiencies. Prepared recommendations and solutions to MSP leaders and facilitated change management.
Business Strategies & Analytics Manager, 01/2005 to 01/2008
Ensemble Chimes Global Los Angeles, CA
Collaborated with MSP executive leadership team in the identification and implementation of centralized program operations. Responsible for solution design and process development.
  • Conducted interviews with client stakeholder and key MSP program users to collect information on business processes and requirements. Documented business processes and analyzed procedures to see that they would meet changing business needs.
  • Performed competitor bench marking analysis and identified savings opportunities and potential product enhancements. Provided cost savings through market research totaling $9M across multiple programs.
  • Implemented a set of comprehensive tracking processes to monitor MSP program performance including; VMS, Quarterly Business Review metrics and standards and KPI/ SLA\'s.
  • Promoted from Program Manager
Senior Consultant , 01/2003 to 01/2005
Mission Critical Technologies Los Angeles, CA
Responsible for managing the delivery of a $5M Statement of Work at a Fortune 500 client while managing all project resources. Provided on- site account management and project management in accordance with the SOW.
  • Managed client relationships and ensured customer satisfaction. Ensured delivery of services and contractual requirements were achieved.
  • Awarded Employee of the Year, 2004.
Education
Bachelor of Arts: Psychology, University of Dayton - Dayton, Ohio
Affiliations
Professional of Human Resources (PHR) Society for Human Resource Management (SHRM)
This resume is created in 7 minutes.
Summary
Highly skilled Mortgage Industry Professional and Manager with expertise and demonstrated achievement across the spectrum of mortgage loan servicing functions, including loss mitigation, default services, and bankruptcy and sales including bundle services~ Comprehensive expertise in mortgage, banking and lending services backed by strong technical and operations experience, including budgeting, forecasting, staff leadership, and P&L responsibility.~ Quantifiable record of profitable business development for leading organizations such as GE Capital.~ Excellent organizational, communication, time management, and presentation skills, and proficiency with common management productivity tools (e.g., Windows, Office, PowerPoint, Mac OS, etc.).~ Successful development, motivation, training and management for staffs of up to 350 individuals located at multiple locations. Significant achievements in policy development, program management, business development, and client relationship management. Mortgage Servicing/ FannieMae Mortgage Management / FannieMae Loss Mitigation Foreclosure Bankruptcy Cost Center Analysis Forecasting, Leadership Operations Management Operational Budgets Requirements Analysis
Highlights
Loan Origination Systems, PowerPoint, Windows based products
Experience
03/2009 to 10/2016
Portfolio Manager / Sub-Servicing Manager GE Crotonville University Crotonville, Connecticut
  • GE Crotonville Management Training for professional advancement within GE Capital and other GE businesses, 06/1995.
04/2008 to 08/2008
Vice President/ Subject Matter Expert Stewart eMortgage Solutions
  • Managed the marketing and development of the eMortgage electronic loan file.
  • This included managing the sales team, product roll out and training.
10/2005 to 04/2008
Vice President/Subject Matter Expert First American Subordinate Lien Outsourcing Dallas, TX
  • Manage the business development and operations for National Accounts providing all areas of default servicing such as Loss Mitigation, Foreclosure, Settlement, and Bankruptcy.
  • Provide outsourcing services for senior and home equity lenders in areas of skip tracing, recovery, data analytics and loss mitigation.
  • Manage core sale team and product development to meet the demanding default and loss mitigation arena which is composed of the top 25 national lending institutions.
06/2004 to 10/2005
Vice President National Sales-First American Title Lenders Advantage Santa Ana, CA
  • Directed business development activities targeting top 25 national mortgage originators for the company's bundled solutions in flood, title, credit, and appraisal areas.
  • Key member of the New Business Development team formed by senior executive management to research strategic alliances and recommend new products.
  • Created and conducted corporate sales proposals to senior managers as well as presentations at seminars and conferences.
  • Targeted financial institutions generating loans through call centers and Web systems for the company's e-commerce solutions involving real-time data streaming resources.
  • Cross-trained regional title representatives to utilize a consultative approach with regional lenders, community banks, credit unions, and thrift and loan institutions.
  • Developed a National Account book of new business with the top 20 National Lenders.
  • Developed marketing strategy for bundled services.
  • Researched and compiled competitive analysis quarterly for review by Senior Management.
  • Increased book of business to $6 million in monthly revenues.
  • Trained and developed Regional Sales Representatives as Mid-Tier mortgage originators.
02/2001 to 06/2004
Director First American Real Estate Solutions Anaheim, CA
  • Using a consultative sales approach, target executives at the top 25 mortgage institutions nationwide and promote First American's total solution online systems for improving efficiencies and reducing costs associated with loan production and servicing by improving cycle time and data accuracy.
  • Coordinate needs analysis and proposals with product managers and present comprehensive proposals and demonstrations to division managers and boards of directors at target companies.
  • Create process and training guidelines for product implementation.
  • Conduct product training seminars for large and small client groups.
  • Produce and analyze client and internal reports on productivity, usage and revenue.
  • Contributor to the development of online Legal and Vesting product which provides lenders with the ability to view real-time property characteristics online through First American's database.
  • Increased revenue and product usage with existing customers while substantially expanding revenue stream through new customers, growing division revenue by 200%.
03/1999 to 01/2001
Vice President / National Account Manager Stewart Title Mortgage Information Houston, TX
  • Directed business development activities targeting top 100 national mortgage originators for the company's bundled solutions in flood, title, credit, and appraisal areas.
  • Key member of the New Business Development team formed by senior executive management to research strategic alliances and recommend new products.
  • Created and conducted corporate sales proposals to senior managers as well as presentations at seminars and conferences.
  • Targeted financial institutions generating loans through call centers and Web systems for the company's e-commerce solutions involving real-time data streaming resources.
  • Cross-trained regional title representatives to utilize a consultative approach with regional lenders, community banks, credit unions, and thrift and loan institutions.
  • Developed a National Account book of new business with the top 20 National Lenders.
  • Developed marketing strategy for bundled services.
  • Researched and compiled competitive analysis quarterly for review by Senior Management.
  • Increased book of business to $2 million in monthly revenues.
  • Trained and developed Regional Sales Representatives as Mid-Tier mortgage originators.
03/1998 to 03/1999
National Account Sales Manager Greenpoint Mortgage Corporation Charlotte, NC
  • Managed investor and lender relations for correspondent, wholesale, and retail lenders.
  • Accountable for division P&L, marketing programs, and business development.
  • Increased correspondent regional production by more than 200%.
01/1997 to 01/1998
Western Regional Sales Manager GE Capital Mortgage Services
  • Directed origination, underwriting, processing and delivery activities for GE Capital's western region.
  • Recruited, developed and managed a professional and administrative staff of 40.
  • Forecast and managed budgets.
  • P&L responsibility.
  • Created a new call center in the region to expand business.
  • Diversified sales programs to include mass-market strategies throughout 25 western states.
01/1994 to 01/1997
Operations Manager / Default Management & Servicing
  • Managed complete default portfolio including loss mitigation, bankruptcy, and foreclosure divisions.
  • Created and maintained proactive loss mitigation guidelines for working with investors and M/I companies on accounts perceived to be in jeopardy.
  • Conducted due diligence on defaults and recommended action.
  • Reduced M/I losses by $45 million in the first year by working with other senior managers to develop and implement new default guidelines and procedures.
09/1993 to 02/1998
Operations Manager / Default Management GE Capital Mortgage Services San Bernardino, CA
  • amp; Servicing Received 18 performance awards from GE Capital for achievements in cost reduction, revenue increases, and staff retention.
  • Six Sigma Black Belt, Promoted through three significant positions in three years.
Education
06/1999
Associate Degree Pepperdine University IRVINE Ca
Santa Ana College Santa Ana, California
Skills
administrative, approach, book, budgets, business development, business development and operations, call center, competitive analysis, conferences, cost reduction, credit, client, database, delivery, direction, due diligence, e-commerce, equity, executive management, Senior Management, financial, Legal, Loan Origination, managing, Management Training, market strategies, marketing strategy, marketing, marketing and development, PowerPoint, Windows, needs analysis, New Business Development, presentations, product development, proposals, real-time, research, retail, Sales, seminars, Six Sigma, strategic alliances, treasury, underwriting, view
This resume is created in 7 minutes.
Summary

Innovative financial-services and mortgage background with 24 years of sales, foreclosure, bankruptcy and loss mitigation experience.  My sales and loss mitigation background allow for me to use my creativity to manage, grow and to increase market share, productivity and production in multiple working environments.

Skills
  • Product Training /Seminars / Underwriting
  • Sales, Sales Training, Sales Management
  • Business Development & Market Analysis
  • Servicing Specialist & Sr. Loss Mitigation 
  • Strategic  Planning / Processing
  • MSP / Pulse / OCIE
  • LoanSphere / VADAR / Access
  • Impact / Excel / MS Office
  • OutLook / Powerpoint
  • HSSN (AMN) / Fortracs​
Experience
Safe Officer / Underwriter / Fulfillment Default Analysis 04/2013 to Current Seterus Inc. Beaverton, OR Default Fulfillment Analysis daily activities included reviewing, reporting and correcting default status and reason codes directly to FNMA for accuracy.  A Licensed Mortgage Professional with multiple state licenses throughout the United States, along with NMLS license.  Safe Officer requirements were to underwrite loans per FNMA guidelines for loan modification programs.  Held position as Default Document Manager which reviewed legal documents submitted to the courts for foreclosure and bankruptcy departments.
Portfolio Manager 09/2009 to 03/2013 Anderson Consulting Beaverton, OR Managed 150 mixed commercial loans with Net Value of $75.2 million in assets.  Increased interest collected percentages from 73% to over 96% on a monthly basis, which led to higher returns of revenue.  Led team responsible for recruiting new employees, training sales staff with new products and procedures.  Monitored payroll and billing directly related to defaulted loans, rents and leases.  Held local trade shows, and developed strategic plans for numerous investors and servicing departments.  Created servicing manual, servicing guidelines and operating matrix. Managed REO properties for rent or lease, and created marketing campaign for over 75 real estate agents throughout the Pacific Northwest to liquidate properties.
Sales, Leasing and Financing 07/2007 to 08/2009 NW Jeep Beaverton, OR Leading Car sales representative with primary responsibility to sale and lease yearly inventory. Daily responsibility was to educate myself on current inventory, dealership sales and incentives, marketing campaigns and manufacturer certifications.  Average car sales of over 20-25 new and used cars per month.  Also was part of the Fleet servicing sales team.
Owner / Operator 12/1999 to 03/2002 WIMAX Station Beaverton, OR Owner and Operator of three sales and distribution stores for High Speed Internet Connection devices. Retail sales and wholesale sales in regional market areas for Clear Wireless.  Managed sales staff of 26 individual agents in Portland, OR, Seattle, WA, Dallas, TX and Los Angeles, CA.
Sr. Account Executive / Underwriter / Sr. Loss Mitigation Representative 03/1991 to 11/1999 GE Capital Mortgage Insurance Lake Oswego, OR Responsible to increase Market Share for NIW (new insurance written) in undeveloped markets and to introduce company's products and services.  Managed over 65 mortgage underwriters through contract underwriting services.  Incorporated Excellence in Training for brokers and loan officers.  Loss Mitigation Team Lead and managed regional short sales and modification requests for properties located throughout the West Coast region.  Certified GREEN BELT in Six Sigma.
Education and Training
Bachelor of Science: Speech Communications California State Fullerton University Fullerton, CA, USA
Bachelor of Science: Speech Communication Oregon State University Corvallis, OR, USA