Colleen Nostrand
Ocala,Florida
Summary
Strategic operations leader with 26 years of experience in banking, title/escrow, and healthcare practice management. Led high-performing teams to streamline operations and enhance customer experiences while ensuring regulatory compliance. Expertise in sales management, employee coaching, process improvement, and escalation resolution to drive organizational efficiency and growth.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Practice Manager
Heartland Dental
Ocala, FL
11.2023 - 10.2026
- Lead, coach, and develop team members while supporting performance goals and operational excellence.
- Managed daily practice operations, team performance, patient experience, and scheduling to ensure seamless administrative functions.
- Oversaw office processes and compliance, ensuring adherence to service standards for enhanced patient experience.
- Monitored practice performance and identified opportunities for process improvement to drive growth.
Title Closing Agent
Signature Title & Escrow Services
Ocala, FL
08.2023 - 11.2024
- Facilitated timely completion of real estate closings (escrow).
- Facilitated residential resale, refinance, and builder escrow transactions.
- Conducted customer closings and managed post-closing processes and file warehousing.
- Prepare escrow instructions and amendments; deposit escrow funds; prepare disbursements; and balance escrow-related accounts.
- Secured and maintained escrow and title business in compliance with company policies and government regulations.
Customer Communication Manager
Essex Mortgage
Ocala, FL
04.2023 - 08.2023
- Led correspondence team to ensure timely and accurate responses to internal and external client emails.
- Developed servicing-department letters and mass borrower communications to enhance customer engagement.
- Managed the correspondence team, including internal and external client email responses.
- Oversaw monitoring of regulatory-agency and customer complaints, ensuring compliance with accuracy and response timelines.
- Created and assigned training for new and current employees.
Escrow Officer
DHI Title
Ocala, FL
11.2021 - 11.2022
- Executed timely real estate closings following Branch Manager's instructions.
- Managed escrow funds, disbursements, account balancing, customer closings, and post-closing activities.
- Executed real estate closings within deadlines set by the Branch Manager.
- Oversaw escrow and title operations to ensure compliance with industry standards., ensuring compliance with company policies and government regulations to uphold operational integrity.
Assistant Vice-President /Financial Center Manager
Bank of America
Ocala, FL
11.2014 - 11.2021
- Enhanced operational and sales performance through staff engagement, strategic planning, performance management, and KPI analysis.
- Drove operational and sales excellence through staff engagement, business strategy, performance management, and KPI review.
- Resolved customer escalations and improved client engagement through effective sales management, operational efficiency, risk assessment, and internal controls.
- Facilitated market initiatives and leadership forums, coordinated market calls and meetings, and supported development of emerging leaders.
Education
Bachelor of Science - Business Administration
Louisiana State University at Alexandria
04.2023 - 10.2026
Skills
- Operations Management
- Patient Experience Management
- Performance Management
- Process improvement
- Revenue Growth
- Employee Coaching & Training
- Team Building
- Organizational Skills
- Communication Skills
- Customer Service Management
Timeline
Practice Manager
Heartland Dental
11.2023 - 10.2026
Title Closing Agent
Signature Title & Escrow Services
08.2023 - 11.2024
Bachelor of Science - Business Administration
Louisiana State University at Alexandria
04.2023 - 10.2026
Customer Communication Manager
Essex Mortgage
04.2023 - 08.2023
Escrow Officer
DHI Title
11.2021 - 11.2022
Assistant Vice-President /Financial Center Manager
Bank of America
11.2014 - 11.2021