Project Management Operational Excellence

Albert Williams

*** ****** *****, ***** ** ***** 469-***-****

ad7n9n@r.postjobfree.com

Operations Risk and Compliance Professional

Degreed business professional with exemplary operations and leadership skills. Comprehensive experience in workforce management and mortgage finance loss mitigation, administration, financial and project management, and driving operational excellence. Exceptionally customer-centered; considered an expert at client relationship building and maintenance. Dynamic and transformational leader with employee development, mentorship, team building, reporting and implementation skills. Respected and admired for mature judgment, accuracy, integrity, initiative, dependability, credibility and meticulous attention to detail. Strict adherence to all functional and governmental provisions, rules and regulations with high moral and ethical standards. Results-driven strategic business ideation with exceptional communication skills and process improvement acumen. Profound understanding of business, operational issues and trends affecting tactical execution. Highly organized with a talent for unpacking complex scenarios and creating deliverable results.

Core Competencies

Operational Excellence

Loss Mitigation

HMDA

FNMA (HSSN) Guidelines

FDCPA

MERS

RESPA

ASPECT Solution

IEX Workforce system

SYMPOSIUM

FISERV

NICE

AS400

EWFM

ER

CISCO Solution

SAGENT

MSP

CSW

TILA

People Soft

Professional Experience

CALIBER HOME LOANS, IRVING, TX April/2016 – Present

SPOC Analyst

Educate customers on the various programs being offered such as modifications, short sale, deed in Lieu and special forbearance plan to enable them to make informed decisions

Make inbound and outbound calls to meet the monthly goals.

Take escalated calls if supervisor and manager are not available.

Secure payments by been assertive and always maintain professionalism at all time.

Perform account reconciliations as needed to resolve customer issues.

Utilize strong analytical ability to evaluate end to end customer experience across multiple channels

Apply knowledge and understanding of individual customer accounts, to resolve billing problem, customer account balance, disputes and making sure that we provide customer with their escrow analysis and escrow balances.

CAPITAL ONE JULY 2011 – OCTOBER 2014

PRINCIPLE COORDINATOR /WORKFORCE ANALYST

Responsible to utilize workforce management tools to create accurate, effective and efficient.

Create ways for collectors to follow FDCPA and company policies.

Schedules for department staff to meet forecasting demands of high-volume call center.

Ensure proper administration for the work force management tools to keep system updated and ensure positive results. Utilize Real Time Solution and generate service levels all department

Produce staffing schedules, manage vacation database and maintained daily exceptions reporting. Train and mentor employees for future management positions.

Responsible to manage the associate’s annual PTO balances, as well as reconciled the balances in the system. Terminate employees access code when requested by mangers or supervisors

Assist with collections training on various systems and provide knowledge to hit their goals.

Responsible for creating new accesses for new hires to ensure they had all the necessary tools and equipment. Generate daily reports for employees, supervisors and managers.

Assist with 20 collections training on various systems and provide knowledge to hit their monthly goals.

Create and implemented professional development plans for exempt employees.

AMERICAN HOME MORTGAGE, JUNE 2009 – 6/2011

Workforce Analyst/ mortgage Analyst

Monitored adherence to scheduling and forecasting models and made immediate adjustments to staffing levels based on projected business needs.

Monitored the department’s attrition trends, analyzed the size and frequency of new hire trainings to meet our forecasting demands.

Monitor the daily campaign and start the daily campaign to run smoothly.

Work as a liaison with HR to predict how many new employees will need to be hired based on staffing level and needs.

Function, coordinated and communicated between support and business functions.

Play a significant role in long-term planning, including forecasting and adherence process.

Directs resources to develop and maintain policies/procedures, objectives.

Initiatives of the department. Review capacity models and projected to insure adequate staffing.

Develops staff with limits of authority, including coaching, counseling and writhing performance reviews

Managed a team of 7-10 employees whose primary responsibilities were to perform collections and or Settlements deals on customer’s delinquent accounts.

Make appropriate and intelligent decisions regarding deficiencies identified during the review of loan files to ensure compliance with company, industry and federal guidelines.

CREDIT SOLUTION MAY /2004 – MARCH/2007

Team Lead Workforce Analyst

Perform sufficient investigative work to detail and resolve any fraudulent issues that have been identified. Accurately record data and compile a review of the circumstances and applicable conclusions.

Responsible for providing performance analysis to ensure accurate and timely reporting.

Also, responsible to set up training classes for new hires on various systems requirements.

Ensure system integrity while supporting a corporate vision of processing in a paperless environment.

Managed teams responsible for escalated research, collections and resolution.

Work directly with the Bankruptcy, Legal department and Remediation teams with highly sensitive research.

Develops staff with limits of authority, including coaching /counseling and writing performance reviews.

Review capacity model and projected portfolio volume to insure adequate staffing.

Develops staff with limits of authority, including coaching, counseling and writing performance review.

ARCADIA FINANCIAL Feb 2002- April 2006

Collection Supervisor

Review documents for moderately complex auto loans and using comprehensive knowledge to the loan processing and closing.

Verify all loans to make sure that the customer information and documents are correct.

Review all loans to determine all customer service and origination information are correct.

Worked across various lines of business, instruct other unit/groups how to handle accounts.

Manage the HR function in the areas of staffing and training.

Manage, coach and train a team of 10 associates.

Delegated additional task to employees to ensure maximum productivity.

Recruited and interviewed potential new hires that fit the open position available. Take inbound and outbound calls base on the account status.

To reflect quality audit including the FDCPA laws and regulations.

Review progress report and provide QA report each month.

Display patience and problem-solving skills when taking escalated calls

Education

Business Management, University De Sorbonne France

Vehicle Receivables – Management Activities

Ensure the collection of funds of approximately $5B/month for all vehicles sold to Toyota and Lexus Dealers, U.S. private distributors, and foreign distributors

Manage the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are received

Manage the reconciliation of Treasury reports

Responsible for the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are received

Manage the processing of returns and redrafts

Monitor and review the reconciliation of vehicle receivable receipts to Treasury reports to ensure that collections are made timely

Manage the resolution of payment overages or shortages with TMCC

Ensure that all vehicle draft returns are identified, recorded, and re-processed

Global Netting Process

Responsible for TMNA internal accounting processes to support Global Netting solution which settles roughly $4.5B/month

Responsible for the Global Netting, through Citigroup, processes as Americas Regional Netting Center for TMC

On boarding of new Americas GN Participants, (e.g. Contracts, Security Setup…)

Issue resolution of systematic GN issues for all Americas Participants

process for reclassification items from clearing account

Special Projects: 50% or more of this positions time will be spent on special projects and will include:

Inclusion of Vehicle Receivables into the PeopleSoft receivables module

Transition of the department to Plano TX

Setup and inclusion of 2 affiliates in Global Netting

Successful Candidate Will Have

A Bachelor’s degree or higher in Accounting, Finance with at least 30 hours of accounting college credits

At least 2-3 years of Supervisory Experience

At least 7 years of accounting experience

PeopleSoft or major ERP experience

Strong experience with relational databases (NVS, SAS Query, data queries)

Experience in receivables with a Fortune 100 company

Management Activities

Ensure the collection of funds of approximately $5B/month for all vehicles sold to Toyota and Lexus Dealers, U.S. private distributors, and foreign distributors

Manage the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are received

Manage the reconciliation of Treasury reports

Responsible for the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are received

Manage the processing of returns and redrafts

Monitor and review the reconciliation of vehicle receivable receipts to Treasury reports to ensure that collections are made timely

Manage the resolution of payment overages or shortages with TMCC

Ensure that all vehicle draft returns are identified, recorded, and re-processed

Global Netting Process

Responsible for TMNA internal accounting processes to support Global Netting solution which settles roughly $4.5B/month

Responsible for the Global Netting, through Citigroup, processes as Americas Regional Netting Center for TMC

On boarding of new Americas GN Participants, (e.g. Contracts, Security Setup…)

Issue resolution of systematic GN issues for all Americas Participants

Training of participants

Responsible for the monthly cash reconciliation and general ledger accounts

Manage and ensure proper documentation exists to support all additions and adjustments to Global Netting

Ensure the accuracy and timeliness of monthly GN transactions into the general ledger

Manage the monthly reconciliation of Global Netting relief journal entries

Manage the coordination and movement of affiliate disputed invoices

Monitor process for reclassification items from clearing account

Ensure that the contact list is updated

Special Projects: 50% or more of this positions time will be spent on special projects and will include:

Inclusion of Vehicle Receivables into the PeopleSoft receivables module

Transition of the department to Plano TX

Setup and inclusion of 2 affiliates in Global Netting

Successful Candidate Will Have

A Bachelor’s degree or higher in Accounting, Finance with at least 30 hours of accounting college credits

At least 2-3 years of Supervisory Experience

At least 7 years of accounting experience

PeopleSoft or major ERP experience

Strong experience with relational databases (NVS, SAS Query, data queries)

Experience in receivables with a Fortune 100 company

Contact this candidate