Operations Director/Project Manager/Analyst call center, banking, lending Resume
|Desired Industry: Computer Software/Programming
|Desired Job Location: Rockville, Maryland
||Date Posted: 11/25/2009
|Type of Position: Full-Time Permanent
||Availability Date: Immediately
|Desired Wage: commensurate with ex
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, Less Than 25%
|Highest Degree Attained: High School/Equivalent
||Willing to Relocate: Yes
Pursue a new and exciting career where I can optimize my strengths and apply recent education to help drive an organization's values, mission and vision and continuously enhance my professional development. Integrity, compassion, and team collaboration in a pro-active culture where recognition is abundant and having fun a must would be most desired.
During career transition I have taken and completed courses in Six Sigma -TQM and will be Lean Six Sigma Certificated by December 2009 (CLSSS). Iplan to continue my education incomputer programming/science.
PROFESSIONAL EXPERIENCE & SELECT ACCOMPLISHMENTS:
Director, Member Support Services, MCT Federal Credit Union, $400 - $419 Million 2007- 2009
Petitioned to spearhead and drive chief organizational change initiative requiring execution of major contact center evolution and the merger and consolidation of the lending and account support operations into the newly evolved structure. Lead Team of 7 direct reports including 5 managers, Quality Assurance and Workforce Analysts and indirect reporting staff of 40.
„X Architect of the quality assurance program deploying agent monitoring, capturing critical process deficiencies, and agent development needs resulting in a continuous member service satisfaction survey results for 6 consecutive months and providing a robust system to ensure ongoing maintenance.
„X Lead the implementation of Verint/Witness 360 Workforce Optimization call center technology solution and leveraging the system metric output, increased call service levels by 40%.
„X Orchestrated the contact center organization project plan for new ¡§industry standard¡¨ structure including, but not limited to human capital recruiting, competencies and performance management, quality and workforce system utilization and programs, reengineering of incentive scorecard to align with KPI goals.
„X Developed metrics, reporting structures, and executive reporting package for call center quality and workforce programs and operational key performance indicators and analysis.
„X Author of revised, Board approved loan underwriting policy manual to mitigate risk, dilute distressed loan portfolio and promote responsible lending practices. Collaborated with CFO to measure portfolio on loans made under new policies to ensure integrity and make adjustments as necessary.
„X Systematically reengineered processes and reallocated resources securing 50% head count reduction and more than $ 220,000.00 annual cost savings as a result of increased efficiency.
„X Developed project plan for and co-lead revitalization of 1st Mortgage program involving research, contract review and negotiations using 3rd party vendor.
Director, Branch/Contact Center Operations, MCT Federal Credit Union, $217 - $400 Million, 2001 ¡V 2007
Solicited by CEO to direct multi-site, retail branch & call center operation sales & service consisting of 6 direct manager reports and 75 staff Managed Youth Development initiatives including In School Branch outlets, and Financial Advisor program.
„X Directed the design and application of contact center and branch network member surveys derived from utilizing data base metrics such as transactional, product & delivery channel usage.
„X Coordinated the project planning, contract negotiation and execution of new Financial Advisors/Wealth Management program resulting in over 100% increase in both internal and external member satisfaction.
„X Lead development & implementation of sales program fostering 30% increase in checking penetration.
„X Implemented integrated online banking contact channel to enhance member service support and convenience and evolve the call center to a contact center operation.
„X Facilitated the start up - through to grand opening of three (3) retail branch locations; Collaborated with Marketing, Facilities and Executive Team to lead relocation of two (2) existing retail branch locations.
„X Advanced youth development initiatives by securing school partnerships leading to the opening of four (4) student run school branch outlets & designation on the Academy of Finance Board of Directors.
„X Examined and refined branch operation manual resulting in improved branch regulatory, security and fiduciary soundness and consistency, and demonstrated through enumerable ¡§perfect¡¨ audits, and nominal losses over a 6 year period.
Consumer Lending Manager, MCT Federal Credit Union, $146 - $217 Million, 1996 ¡V2001
Promoted from Assistant role to manage Loancentre operation including underwriting quality, compliance with applicable regulations and staff of 12.
„X Implemented sound, regulatory compliant risk-based lending program utilizing customized scoring model increasing loan production by 34% while maintaining a CAMEL 1 rated delinquency ratio.
„X Lead development, contract negotiations and implementation of Indirect Auto Loan program which today is a leader in portfolio growth with over $100 million in volume and < 1% delinquency.
„X Bolstered revenue and mitigated risk by increasing credit insurance penetration by 27% through process scripting, service disciplines, staff sales motivation program and performance leadership.
„X Directed implementation of new credit protection program; programmed CUNA Mutual insurance, consumer loan and real estate disclosures for cost savings of over $10,000.00.
„X Collaborated with Symitar programmer and key personnel to design, and enhance lending process including streamlined underwriting, paperless systems, seamless form packet generation, and automated rate by credit score and product type.
„X Designed host system integrated portfolio review and tracking utilizing Experian¡¦s Bankruptcy and FICO scoring models for ongoing risk mitigation and pro-active marketing efforts.
EDUCATION /PROFESSIONAL DEVELOPMENT :
University of Maryland University College ¡V, Currently Enrolled
Villanova University ¡V Lean Six Sigma, Currently Enrolled, CLSSS December 2009
Montgomery College ¡V Six Sigma, Total Quality Applications, Certificate November 2009
Montgomery College ¡V Medical Terminology, Certificate November 2009
Incoming Call Management Institute (ICMI) - Call Center Management & Operations, 2008
Center for Creative Leadership at UMUC- Executive Leadership Development School, 2007
Credit Union National Association - CUNA Regulatory Compliance School, 2001
University of Maryland University College ¡V NAFCU- Management Development Institute, 1999
Credit Union National Association ¡V CUNA Lending and Sales Institute, 1996
Cuna Mutual - Business Development Sales Training, 1995
CUES Online University ¡V Annual, Regulatory Compliance Coursework
CUNA Lending Council Member ¡V Credit Union National Association, 1996 ¡V 2001; 2007 - 2009
CUNA Ops Council/Sales & Service Member - Credit Union National Association, 2001 - 2006
Chair, Academy of Finance Board of Directors¡V Montgomery County Public Schools, 2005-2008
Credit Union Auto Loan Network ¡V Ambridge Indirect Lending CUSO, 2007-2008
Asset/Liability Committee (ALCO) ¡V MCT Federal Credit Union Executive Team, 2007-2008
Incoming Call Management Institute Member - (ICMI), 2007 - 2009
Business Continuity/Disaster Recovery Team Leader ¡V MCT Federal Credit Union, 2000-2009
Lean Enterprise Institute (LEI) ¡V September 2009 ¡V Current
American Society for Quality (ASQ) ¡V September 2009 ¡V Current
Project Management Institute (PMI) ¡V November 2009 ¡V Current
Enthusiastic Leader and Coach
Strategic Planning & Budgeting
Driving Superior Service Delivery
Quality Monitoring, Training, Coaching
Key Performance Indicator Benchmarking
Metric/Portfolio Analysis, Trending & Reporting
Queue/Floor/Lobby Management Disciplines
Policy/Procedure Manual Development
Regulatory / Audit Response & Compliance
Synergistic Team Development/ Collaboration
Project Management & Six Sigma
Marketing & Business Development
Word, PP, Visio, Excel, Outlook, Symitar/Epysis, Avaya CMS, Verint 360 Workforce optimization, quality monitoring & WFM scorecard applications
I have a very progressive track record, strong work ethic and an enthusiastic drive and passion for success that is unsurpassed!
Available upon request.
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