Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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CARI WOYTUS

Queen Creek,AZ

Summary

Operations Management Professional Highly analytical & performance-driven professional with strong leadership experience providing support Strategic Direction in the banking industry. Oversee Hiring, Training & Development of Employees, Performance Evaluations, implementing Policies & Procedures, Quality Assurance & Human Resource (HR) issues. Provides client interaction to ensure optimal client satisfaction with a focus on operations to improve overall client experience while maximizing business performance. Supervision of up to 85-100 Employees direct & indirect. Twelve years of Title of Escrow Branch Manager. Areas of Expertise: Negotiating Process improvement Performance Management Customer Relationship Management (CRM) Relationship Building Regulatory Compliance Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Adept individual with more than 15 years working as Manager for Escrow Company and Banks revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.

Overview

26
26
years of professional experience

Work History

Account Health Support-Third-Party Vendor Manager

Amazon
04.2022 - 03.2023
  • Strong visionary leadership to manage day-to-day processing requirements, providing coaching & feedback to team members to help them reach their full potential
  • Created engaging & successful work environment to ensure optimal workforce with successful launch of new products ensuring quality against schedule, & availability goals
  • Ensured quality control call monitoring of Third-Party Vendor account health
  • Setting goals, meeting & exceeding all objectives including but not limited to performance metrics, efficiencies & operations, improving group performance in all metrics
  • Cultivate strong productive relationships with cross-functional partners, stakeholders, & Third-Party Vendors necessary to drive success, (including data teams, engineering, product, privacy, & legal) & collaborate with them to ensure product responsibility, reliability, quality, compliance
  • Comprehending technical rules & regulations with performing engagement compliance reviews & Risk Management policies.
  • Maintained positive customer relations by addressing problems head-on & implementing successful corrective actions.

Associate Quality Manager

Chase
11.2019 - 04.2022
  • Providing environment in which to succeed &be accountable for their success & growth along with leadership direction
  • Performance management
  • Optimal workforce with successful launch of new products ensuring quality against schedule, &availability goals, overcoming obstacles with solutions
  • Ensured quality control call monitoring of 3rd Party Vendor Collections
  • Setting goals, meeting & exceeding all objectives including but not limited to performance metrics, efficiencies & operations, improving group performance in all metrics
  • Cultivate strong relationships with cross-functional partners necessary to drive success, (including data teams, engineering, product, privacy, & legal) & collaborate with them to ensure product responsibility, reliability, quality, compliance
  • Comprehending technical rules & regulations with performing engagement compliance reviews & Risk Management policies.
  • Performed root cause analysis to identify & resolve quality issues and defects.
  • Conducted risk assessments to identify & mitigate potential quality issues.
  • Implemented new quality assurance & customer service standards.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput & achieving customer satisfaction.
  • Applied coaching techniques & tools to support managers & team members in improving performance.
  • Assessed product quality by monitoring quality assurance metrics, reports & dashboards
  • Collaborated with cross-functional teams to develop & implement process & system improvements

Associate Relationship Manager

Merchant Services
12.2018 - 11.2019
  • Retain, manage & expand client/bank relationships identify areas of opportunity to increase merchant revenue & build on relationships
  • Effectively build & utilize referral networks & centers of influence to independently identify & pursue potential new business clients, looking for ways to cultivate long-term, primary banking relationships
  • Protect firm by following sound Risk Management protocols & adhering to regulatory requirements
  • Manage portfolio of business clients providing financial advice with focus on client experience & risk management
  • Deepen existing relationships with disciplined relationship development process by identifying steps/strategies necessary to effectively maintain & build relationships with clients & prospects
  • Consult with manager, peers & other Lines of Business on strategies & making adjustments as needed.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Built & maintained relationships with new & existing clients while providing high level of expertise.

Team Lead Manager

Chase, Credit Card Services
08.2017 - 12.2018
  • Provided management of call center & operational activities of team of 12-17 non-exempt.
  • Managed day-to-day processing requirements, providing coaching & feedback to team members to help reach full potential.
  • Created an engaging & successful work environment to ensure optimal workforce.
  • Ensured quality control call monitoring & setting goals, meeting & exceeding all objectives including but not limited to performance metrics, efficiencies & operations, improving group performance in all metrics
  • Served as an executive member of Employee Experience Team & Risk Champions Team.
  • Received over 95% Employee Satisfaction Survey rating from Employees.
  • Delegated high volumes of work to empower team, build trust, & assist with professional development.
  • Evaluated employee performance and coached & trained to improve weak areas.
  • Charged with staffing, performance management & reviews, coaching, mentoring, salary development & budget allocations.

Ops Manager, Legal Order Subpoena Processing

Wells Fargo
06.2015 - 08.2017
  • Legal Order Subpoena Processing.
  • Directed team of 15-18 Employees, indirect supervision of 70-85 Employees.
  • Management of operational activities for non-exempt team members to ensure compliance with legal orders.
  • Provided management of day-to-day processing requirements, providing coaching, feedback to team members to help reach full potential, creating engaging & successful work environment.
  • Monitored standards & goals, meeting & exceeding all objectives including but not limited to performance metrics, efficiencies & operations, improving group performance in all metrics.
  • Coordinated staff & resources to provide quality service to improve operational effectiveness, resolving complex problems or inquiries, hiring, training, developing & retaining a high performing diverse workforce.
  • Introduced new methods, practices, & systems to reduce turnaround time.
  • Devised processes to boost long-term business success & increase profit levels.
  • Led hiring, onboarding & training of new hires to fulfill business requirements.
  • Directed initiatives to improve work environment, company culture or overall business strategy.

Direct Auto, Specialist III

Wells Fargo
06.2015 - 11.2015
  • Managed Data entry, posting auto loan payoffs, calculate interest & late fees, posting payments & waiver requests, trustee payments, desktop deposit, CEO Lockbox, wrote procedures for Direct Auto Department, training new Employees, served on IMPACT Committee for 2016 to improve employee morale.
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests & forwarded necessary information to superiors.
  • Assisted with staff training to enforce quality, safety & sanitation guidelines.
  • Developed & managed relationships with key clients and partners to drive growth.

3rd Party Vendor Management

Desert Financial (Temp Assignment Workway)
02.2014 - 07.2014
  • Collaborated & met with Senior & Executive Management to obtain Contracts & Due Diligence documentation for Regulatory Audits required for financial institutions to evaluate & mitigate risk.
  • Developed risk assessment form(s) that managed residual risk, inherent risk, Dun & Bradstreet review
  • Maintained Vendor Management Data Base which includes but is not limited to imputing new Vendors along with all required documents for auditing purposes.
  • Analyzed customer financial records to determine appropriate Risk Analysis.
  • Developed & documented collection procedures and policies to comply with government regulations.
  • Compiled and analyzed data for review by senior management of 3rd Party Vendors Bank utilized to meet business needs, from Janitorial Services to Software Programs used and categorized type of Risk posses off performance of services offered. Should ATM software (camera) go down, what was in place to mitigate risk to bank & customers & how long would it be down?

Escrow Officer

Magnus Title Agency, Inc
04.2013 - 10.2013
  • Performed all duties required to complete residential real estate transactions, conducted meetings with clients & signed loan documents for purchase or refinance of residential transactions.
  • Notarized, funded, recorded & disbursed closing funds on escrow files.
  • Prepared documents for closing & handled complete disbursement and follow up of escrow transactions.
  • Managed real estate closing process in compliance with applicable standards & legal requirements.
  • Followed industry standard escrow procedures & maintained awareness of regulations governing escrow process.
  • Developed & maintained relationships with customers, lenders & other third parties.
  • Explained very technical financial information to applicants in easy to understand language.

Operations Manager

Portamedic
08.2011 - 04.2013
  • Supervised office staff of 4, 1 Supervisor & 85 Examiners in field, recruited for state of AZ & NV.
  • Conducted weekly meetings with senior management, team huddles to discuss any concerns & updates to procedures.
  • Approved timecards, review productivity, monthly coaching's to review performance & set goals to increase their Productivity & Quality.
  • Supervised operations staff & kept employees compliant with company policies & procedures.
  • Developed systems & procedures to improve operational quality & team efficiency.

Operations Manager & HSSII Manager

Bank Of America/Balboa Insurance
09.2010 - 06.2011
  • Supervised group of 17-23 Employees on B of A-Balboa Ins
  • RCBAP Flood Department
  • Approved Timecards, review Productivity, Monthly Coaching's to review Performance & set Goals to increase their Productivity & Quality
  • Monitored Customer phone calls with Employees
  • Conducted morning meetings with senior management, team huddles to discuss any concerns & new procedures
  • Supervised group of 11 Employees on MHA Loan Modifications for B of A; approve timecards, monthly coaching's to review performance & set goals to increase their Productivity & Quality.
  • Supervised operations staff & kept employees compliant with company policies & procedures.
  • Developed systems & procedures to improve operational quality & team efficiency.

NEGOTIATIONS MANAGER

CHOICE NATIONAL LOAN CONSULTING
12.2008 - 07.2009
  • Supervised negotiations office staff consisting of 35 Employees & 3 Supervisors, including any HR issues within department, monitor Customer phone calls with Employees.
  • Developed & maintained Productivity Reports for Loan Modifications obtained by Negotiators for Business Partners & National Sales Team, negotiated Loan Modifications with lenders.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility & performance.
  • Onboarded new employees with training & new hire documentation.
  • Controlled costs to keep business operating within budget & increase profits.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cultivated positive rapport with fellow employees to boost company morale & promote employee retention.
  • Set aggressive targets for employees to drive company success & strengthen motivation.
  • Launched quality assurance practices for each phase of development.

Branch Manager Escrow Officer

Guaranty Title Agency Of Arizona
12.1996 - 12.2008
  • Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.
  • Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.
  • Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
  • Developed and maintained relationships with customers, lenders & other third parties.
  • Evaluated loan requests & documents to verify accuracy & completeness.
  • Explained very technical financial information to applicants in easy to understand language.
  • Identified opportunities to cross-sell and upsell loan products to customers.
  • Supervised loan personnel & motivated to maintain customer service & performance standards.
  • Performed monthly compliance checks.
  • Assessed employee performance & developed improvement plans.
  • Trained employees on proper procedures & strategies to improve productivity.
  • Interviewed & hired talented individuals with top-level strengths, improving organizational talent, & skill set.
  • Engaged employees in business processes with positive motivational techniques.
  • Completed filings & upheld strict compliance with regulatory agencies & supervisors.

Education

High School Diploma -

Red Mountain High School
Mesa
06.1990

Skills

  • Partner Relationship Management, Collaborative Environments
  • Promotional Events
  • Staff Meetings, Team Goals, Client Retention
  • Problem Resolution
  • Customer Care/Creating Workflows

Technical Skills: Proficient with Microsoft Products including Word, Excel, Publisher, First Assist, C3, Dun & Bradstreet, CRM Data Bases, SalesForce, Chase Connect, DocuSign, Tableau, CST, PeopleSoft Salem Titan, AS400, IMPACT, CUVM, EXS, SHAW, NICE, TAS, Webstats, CEO Data Base, Payment Batch Portal, 1SUM, SharePoint

Affiliations

I was an active member to Women on the Move while working at Chase.

Timeline

Account Health Support-Third-Party Vendor Manager

Amazon
04.2022 - 03.2023

Associate Quality Manager

Chase
11.2019 - 04.2022

Associate Relationship Manager

Merchant Services
12.2018 - 11.2019

Team Lead Manager

Chase, Credit Card Services
08.2017 - 12.2018

Ops Manager, Legal Order Subpoena Processing

Wells Fargo
06.2015 - 08.2017

Direct Auto, Specialist III

Wells Fargo
06.2015 - 11.2015

3rd Party Vendor Management

Desert Financial (Temp Assignment Workway)
02.2014 - 07.2014

Escrow Officer

Magnus Title Agency, Inc
04.2013 - 10.2013

Operations Manager

Portamedic
08.2011 - 04.2013

Operations Manager & HSSII Manager

Bank Of America/Balboa Insurance
09.2010 - 06.2011

NEGOTIATIONS MANAGER

CHOICE NATIONAL LOAN CONSULTING
12.2008 - 07.2009

Branch Manager Escrow Officer

Guaranty Title Agency Of Arizona
12.1996 - 12.2008

High School Diploma -

Red Mountain High School
CARI WOYTUS