Carrie Tarpy
Independence,IA
Summary
A highly-dedicated and results-oriented business optimization specialist, with demonstrated experience in contact center management, off-shore operations, vendor management, operational controls, gap analysis and tracking, internal compliance, complaint resolution, policy and procedure development, and process improvement. Leverages excellent leadership, communication, and negotiation skills to work with diverse internal and external organizations and interface effectively with a wide variety of customers. An innovative and resourceful problem-solver, with a proven record of providing exceptional customer service while reducing costs and ensuring compliance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Business Optimization Specialist
GUARANTEED RATE AFFINITY
04.2021 - Current
- Track and trend issues from VPs, following up with Business Unit leaders to ensure issues are addressed and resolved
- Counseled on project management, change management or leadership in introduction of new technology to support reporting and analytics.
- Managed technical documentation for new and existing processes.
- Worked collaboratively and managed deadlines through project management.
- Experience with SQL queries and reporting
- Experience with Excel and Visio.
Redisclosure Desk Specialist
COMMUNITY LOAN SERVICING
12.2020 - 04.2021
- Review loan changes during loan application process to issue re-disclosure documents and send to borrowers within three-day compliance window
- Paying close attention to detail to ensure all changes are included and accurate and ensuring compliance with all regulations for re-disclosing loan origination documents
- Experience with Ellie Mae Encompass system.
Senior Manager, Contact Center Operational Controls
OCWEN LOAN SERVICING, INC.
10.2016 - 08.2019
- Worked with all levels of management across multiple business units and project teams to implement new or improved current processes for call centers and ensured all procedures met legal and compliance requirements
- Responsible for all letters sent to borrowers for Customer Care, Home Retention Department (HRD), Research and Payoff Department
- Reviewed borrower complaints to trend and reduce escalations related to loss-mitigation options, including agent knowledge issues, process gaps, system issues and P&P gaps
- Managed team responsible for creating policies and procedures, user reference manuals, communications and control reports to ensure compliance for all internal and external audits, including CFPB, NMS, Attorney General and New York monitor
- Identified areas of improvement for systems and processes and submitted proposals to senior management
- Worked with internal legal, compliance, risk and auditing teams to identify and resolve process gaps
- Participated in implementation of iCasework System for complaint-tracking
- Partnered with Borrower Communication Committee to improve correspondence sent to borrowers and streamline letter-writing procedures across all business units
- Implemented new letters for CFPB successor in interest directive
- Consolidated multiple letter templates across multiple business units to reduce volume of letters going to borrowers, resulting in annual savings of over $300,000
- Temporarily relocated to St. Croix, U.S Virgin Islands, to assist with managing call center and to meet state licensing requirements.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager, HRC Operational Controls
OCWEN LOAN SERVICING, INC.
02.2014 - 10.2016
- Worked with all levels of HRD and project teams to implement new or improve current processes for call centers and ensure all procedures met legal and compliance requirements
- Reviewed borrower complaints to trend and reduce escalations related to loss- mitigation options, including agent knowledge issues, process gaps, system issues, and P&P gaps
- Managed team responsible for creating policies and procedures, user reference manuals, communications, and control reports to ensure compliance for all internal and external audits, including CFPB, NMS, attorneys general, and New York monitor
- Identified areas of improvement for systems and processes and submitted proposals to senior management
- Partnered with internal legal, compliance, risk, and auditing teams to identify and resolve process gaps
- Participated in iCasework project to roll out new system to centralize complaint tracking across all business units
- Worked with Borrower Communication Committee to improve correspondence sent to borrowers and streamline letter-writing procedures across all business units.
Manager, Key Partnership
OCWEN LOAN SERVICING, INC.
08.2009 - 02.2014
- Oversaw relationship with outsourcing vendor for customer care call center sites in Mexico City, Mexico, and Manila, Philippines
- Managed domestic team that supported offshore sites by processing elevated customer requests
- Made annual site visits to international offices
- Participated in writing and updating policies and procedures manuals for call centers
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Created processes to reduce customer escalations.
- Achieved departmental goals by executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Key Partnership Specialist
GMAC MORTGAGE, LLC
07.2005 - 08.2009
- Supported off-shore customer care call centers by responding to e- mails and answering immediate questions by phone
- Handled elevated customers with concerns regarding mortgage
- Ran daily, monthly, and weekly reports for trending and analyzing calls to reduce customer escalations.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Customer Service Representative
GMAC MORTGAGE, LLC
08.2004 - 07.2005
- Answered inbound calls in customer care call center
- Assisted multi-channel unit with document request for customers
- Averaged 98% quality score.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
B.A., Graphic Technology -
UNIVERSITY OF NORTHERN IOWA
12.2021
B.A., Technology Management -
UNIVERSITY OF NORTHERN IOWA
12.2021
B.A., General Studies -
UNIVERSITY OF NORTHERN IOWA
01.2007
Skills
- Root Cause Analysis
- Quality Assurance
- Customer Relations
- Vendor Management
- Problem Solving
- Cross-functional Collaboration
- Technical Understanding
- Relationship Building
- Business Communications
- Organizational Skills
- Microsoft Suite
Websites
Certification
National Platinum Certification ACT WorkKeys NCRC
Certificate ID: 9FZ491R0QQ5P
Timeline
Business Optimization Specialist
GUARANTEED RATE AFFINITY
04.2021 - Current
Redisclosure Desk Specialist
COMMUNITY LOAN SERVICING
12.2020 - 04.2021
Senior Manager, Contact Center Operational Controls
OCWEN LOAN SERVICING, INC.
10.2016 - 08.2019
Manager, HRC Operational Controls
OCWEN LOAN SERVICING, INC.
02.2014 - 10.2016
Manager, Key Partnership
OCWEN LOAN SERVICING, INC.
08.2009 - 02.2014
Key Partnership Specialist
GMAC MORTGAGE, LLC
07.2005 - 08.2009
Customer Service Representative
GMAC MORTGAGE, LLC
08.2004 - 07.2005
B.A., Graphic Technology -
UNIVERSITY OF NORTHERN IOWA
B.A., Technology Management -
UNIVERSITY OF NORTHERN IOWA
B.A., General Studies -
UNIVERSITY OF NORTHERN IOWA
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