Colleen Davies
Operations Manager
Long Beach,CA
Summary
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.
Overview
27
27
years of professional experience
Work History
Retail Operations Manager
JMAC Lending , Inc
11.2019 - 06.2023
- Developed and implemented strategies to maximize customer satisfaction.
- Directed training and performance monitoring for 10 staff members.
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to.
- Increased client/customer relationship satisfaction on average of 14% from previous years.
- Supported human resources by responding to candidates and pre-screening, interviewing and hiring team members.
- Planned, directed, coordinated and assigned manpower to efficiently meet daily production requirements and goals.
- Contributed to leadership team for implementing company policies and procedures.
Sr Loan Processor / Office Manager
Sierra Pacific Mortgage, Inc
05.2015 - 11.2019
- Serve as main point of contact for title companies, real estate agents, mortgage loan advisors and borrowers to facilitate a smooth closing.
- Solid knowledge of various mortgage loans FNMA, FHA, VA, USDA, Jumbo and Non QM.
- Out performed company average in achieving loan processing turn time to 18 days, compared to typical turn time of 25-30 days.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Evaluated approvals against established bank and government lending standards.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
Sr Loan Processor
Metropolitan Home Loans
12.2013 - 05.2015
- Processed for mortgage loans for multiple loan officer branches
- Performed credit, income and asset analysis to determine credit risk
- Processed multi-layered loans that were made up of county, city down payment assistance along with state down payment assistance
- Strong client referrals by maintaining excellent customer service.
- Regarded as top company processor for 2016.
Sr Loan Processor
Wells Fargo Home Loans
04.2011 - 11.2013
- Performed credit, income and asset analysis to determine credit risk
- Strong client referrals by maintaining excellent customer service
- Coordinated closing process with attorneys, title companies, and government clerks.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Loan Technician
USDA Rural Development
01.2009 - 01.2011
- Provided technical information along with guidance to applicants and borrowers concerning USDA loans, grants and guarantee programs.
- Performed credit, income and asset analysis to ensure credit worthiness.
- Provided support in clerical and administrative functions for office.
- Strong client referrals by maintaining excellent customer service.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
Branch Manager
Our Town Mortgage
01.2006 - 01.2009
- Supervised efficient and profitable operations of branch
- Generated sales report for branch and set sales goals
- Provided support in clerical and administrative functions for office
- Strong client referrals by maintaining excellent customer service
- Recruit, develop and retained loan advisors.
- Launched new training program to boost employee skills and staff retention rate.
Lease Renewal Manager
Ken Grody Ford
10.1996 - 04.2003
- Develop and maintain customer relationships to advance referral business
- Work with sales managers to ensure monthly sales goals are met
- Overcome objectives in an efficient manner to close deals
- Strong product knowledge and organizational skills
- Qualified customers by understanding their requirements.
- Created, coordinated and engaged in marketing campaigns.
Education
Liberal Arts And General Studies
Long Beach City College
Long Beach, CASkills
- Policy Development and Enforcement
- Operational Standards
- Operations Oversight
- Improve Performance
- Oversee Administrative Functions
- Recruitment and Retention
- Payroll Administration and Timekeeping
- Manage Operations
- Operational Efficiency
- Employee reviews
- Coaching and mentoring
- Delegation
- Staff training/development
Timeline
Retail Operations Manager
JMAC Lending , Inc
11.2019 - 06.2023
Sr Loan Processor / Office Manager
Sierra Pacific Mortgage, Inc
05.2015 - 11.2019
Sr Loan Processor
Metropolitan Home Loans
12.2013 - 05.2015
Sr Loan Processor
Wells Fargo Home Loans
04.2011 - 11.2013
Loan Technician
USDA Rural Development
01.2009 - 01.2011
Branch Manager
Our Town Mortgage
01.2006 - 01.2009
Lease Renewal Manager
Ken Grody Ford
10.1996 - 04.2003
Liberal Arts And General Studies
Long Beach City College
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