CHARRA JONES
Glenn,CA
Summary
Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
Work History
Paycom Services Leader
Paycom
04.2022 - 11.2023
- Train and develop a group of 8 Specialists in the areas of quality customer service, issue resolution tactics, and consultative methods through observation and Calabrio monitoring queue.
- Provide guidance to Specialists regarding complex system issues and advise appropriate solution options for clients
- Collaborate with the leadership team to ensure alignment and engagement in quality improvement initiatives
- Provide performance feedback to Specialists in the form of one-on-one coaching sessions and to management for personnel recommendations
- Research and resolve escalated and complex client issues in a prompt and professional manner
- Delegate tasks as necessary to ensure goal achievement and a manageable workload
- Identify training needs for Specialists beyond those initially provided and conduct one-on-one training sessions or assign additional learning and development courses to further their Paycom product knowledge
- Conduct interviews and provide recommendations for next-level interviews and hire
- Identify areas for process improvement within the product and the department and relay recommendations to the appropriate parties
- Monitor key performance indicators (KPI) and quality metrics to assess performance and identify areas for performance improvement
- Communicate company and department goals through casting vision and setting clear expectations.
Default Operations Manager
US Bank NA
09.2014 - 04.2022
- Manages Bankruptcy Quality Analyst, monitors productivity and performance to ensure daily assignments by Analyst are completed timely and accurately
- Monitor procedures, controls, reporting, and workflow to identify areas of opportunity for process improvement, implementation and change management to reduce errors and customer complaints
- Provides daily oversight, coaching, training, and development to staff to guarantee company and department goals and key performance indicators (KPIs) are met
- Document staff performance, disciplinary actions, performance improvement plan, attendance and compliance with job duties, expectations, regulations, guidelines, policies, and procedures
- Assist staff in audits and loan level reviews
- Monitor vendor and attorney queue to confirm files are worked in accordance with all investors, insurer, regulatory and state guidelines
- Daily review of Quality Management exception queue to find root cause and mitigate errors
- Review vendor rebuttals with the intent to uphold or overturn exceptions that negatively impact the vendor's scorecard
- Coordinates with internal departments to minimize losses and mitigate risk.
Vendor Liaison- Change Control
US Bank NA
- Procedure writing, submitting, and introducing issues/changes to change control forum, management and Legal
- Provided training to the team once procedure/policy based approved by Change Control
- Actively engage in reporting and rebuttals to the vendor; tracking, compiling, record keeping, and data maintenance
- Distribute daily work assignments to the team.
Q/A Claims Specialist/Receivables
JPMorgan Chase
07.2009 - 09.2014
- Responsible for a designated population of claims, ensuring accurate filing, reconciliation, and processing suspense accounts
- Responsible for verification and distribution of Mortgage Insurance refunds due to investor
- Maintain a work queue adhering to strict metrics and productivity expectations
- Comply with investor guidelines and Loss Mitigation Claims process, advising management of discrepancies
- Identify error trends and notify the appropriate areas for correction, communicate/educate the necessary parties while tracking daily scorecards for monthly quality and production score.
Senior Operations Specialist-Document Execution
JPMorgan Chase
- Review Proof of Claims, Declarations and Affidavits for accuracy and completeness
- Provide written feedback to analysts for corrections and assist with training and audit side by side as needed
- Sign Declaration, Affidavits and Proof of Claims on behalf of Chase
- Communicate with local counsel regarding Cram down
- Communicate with other departments to validate cram down/ work out orders are implemented
- Review and process payment change letters and customer payments
- Distribute workload among Doc Ex
- Group
- Speak to homeowners, title companies and attorneys via phone regarding payments, payoffs, and account information.
Education
Paralegal -
American Public University
Online2014
Skills
- Strong analytical and decision-making skills
- Good organizational and project management skills
- Well-developed knowledge of human resources functions
- Strong supervisory and management skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Risk assessment
- Adaptability
- Technical knowledge
- Process improvement
- Performance monitoring
- Quality Assurance Controls
- Expense Control
- Audit Reporting
- Expense Control
- Expense Control
- Audit Reporting
Accomplishments
- Reduced Qualitative monthly exception totals from 10.26% to 1.22% within 3 months.
- Collaborated with senior management in evaluating, improving, and implementing department procedures for efficiency.
References
Promptly furnished upon request
Timeline
Paycom Services Leader
Paycom
04.2022 - 11.2023
Default Operations Manager
US Bank NA
09.2014 - 04.2022
Q/A Claims Specialist/Receivables
JPMorgan Chase
07.2009 - 09.2014
Vendor Liaison- Change Control
US Bank NA
Senior Operations Specialist-Document Execution
JPMorgan Chase
Paralegal -
American Public University
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