Cindy Charles
Milwaukee,WI
Summary
Self-motivated, highly experienced, and efficient Supplier Manager and Governance leader who can build rapport easily and maintains productive relationships across multiple organizational teams. Proficient in all areas of supplier management including change management. Excels at multitasking and overseeing various supplier management duties.
Overview
20
20
years of professional experience
Work History
Contract Governance Specialist
BMO Harris Bank N.A.
Brookfield, WI
03.2020 - Current
- Responsible and oversight of 45 suppliers, totaling 760 supplier contractual obligations on an annual basis
- Ensured contractual obligation were collected in a timeline, validated for completeness/accuracy, and filed for record keeping
- Contributed to the designed and implementation of a centralized process (2020) to manage contractual obligations, creating capacity within Supplier Relation Management
- Ensured our team performance metrics of 98% (timeliness and quality), were achieved
- Supported Supplier Managers in achieving their Standard Operating Framework and Risk Management requirements.
- Coordinated with other departments to ensure efficient workflow processes.
- Maintained positive working relationship with fellow staff and management.
Relationship Manager
BMO Harris Bank N.A.
Brookfield, WI
05.2013 - 03.2020
- Accountable for the governance of multiple suppliers
- Maintains a constructive relationship between our internal business partners and our suppliers and service providers
- Measure and monitor service delivery performance and quality against contracts, providing reports to the manager for the purpose of optimizing operational effectiveness
- Manage the ongoing oversight of BMO supplier risk management and ensure suppliers complete all on-going due diligence risk programs
- Coordinate contract on-boarding or contract renewals and support all stakeholders
- Prepare cost allocations for the various departments within M&I Bank.
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Verified accuracy of billing data and revised any errors.
- Researched discrepancies on customer accounts to resolve issues related to billing or payments.
Retail Collections Mortgage Supervisor
M&I Marshall & Ilsley Bank
Brookfield, WI
06.2008 - 04.2013
- Oversee and monitor a staff of 18 employees who perform various functions within Mortgage Collections including dialer calling, taking payments over the phone, 2nd voicing and setting up payment plans
- Responsible for maintaining and updating all policies & procedures within the department
- Performing the annual reviews and goal setting for the staff
- Set monthly goal setting for staff and department.
- Developed and implemented strategies for meeting individual and departmental goals.
- Resolved customer complaints promptly and efficiently.
Mortgage Collections Team Lead
M&I Marshall & Ilsley Bank
Brookfield, WI
08.2006 - 05.2008
- Directed workflow to ensure portfolio coverage
- Focused strong collection efforts on special account handling such as matured loans, notice of default process, and Investor Loans
- Coached and developed new hires
- Respectfully handled customer complaints.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
Collector I & II
M&I Marshall & Ilsley Bank
Brookfield, WI
11.2003 - 07.2006
- Worked with customers to develop arrangements that satisfied both bank and customer
- Focused on Late Stage Auto Repo accounts for State Farm Bank
- Performed Private Mortgage Insurance reporting
- Handled both inbound and outbound calls in a fast-paced collection environment.
- Managed customer accounts by obtaining payment information and updating records.
- Verified customer account balances and processed payments accordingly.
- Negotiated payment arrangements with customers who were past due on their accounts.
- Provided guidance and assistance to customers who were facing financial difficulties.
Education
High School Diploma -
Grandview High School
Milwaukee, WI06-1997
Skills
- Verbal & Written Communication
- Microsoft Word, Excel, and Power Point
- Problem Solving
- Relationship Building
- Governance & Compliance
- Vendor Management
- Learning and Growth
- Quality Assurance
- Customer Relations
- Supply Management
- Self Motivation
- Teamwork and Collaboration
Timeline
Contract Governance Specialist
BMO Harris Bank N.A.
03.2020 - Current
Relationship Manager
BMO Harris Bank N.A.
05.2013 - 03.2020
Retail Collections Mortgage Supervisor
M&I Marshall & Ilsley Bank
06.2008 - 04.2013
Mortgage Collections Team Lead
M&I Marshall & Ilsley Bank
08.2006 - 05.2008
Collector I & II
M&I Marshall & Ilsley Bank
11.2003 - 07.2006
High School Diploma -
Grandview High School
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