Damon Gadie

Responsibilities

• Managed team of 7-12 employees to ensure customer service KPI’s and Federal Mortgage Guidelines (FHA, VA FHLMC, FNMC, USDA) were met and adhered to daily.

• Responsible for coaching/mentoring associates to ensure performance standards and quality measurements were obtained/surpassed.

• Ensured timely completion of annual reviews for all employees was completed. Insured (via loan-level audits) that all staff is performing at a high-quality level.

• Performed monthly audits in compliance with investor guidelines.

• Developed action plans to improve gaps in performance.

• Part of the Project Management Team for Customer Engagement

• Review and approve repayment plans for customers

• Followed up with customers to assure certain disputes were addressed in a timely manner.

Achievements

• Increased team production by 30% within 3 month period by developing and implementing monthly action plans focusing on KPI's (VOC, Quality, Metrics).

• The team consistently ranked in Top 5% for Performance for Q1, Q2, and Q3 of 2019

• Delegated to work on special projects and high profile initiatives for VP of Servicing.

• Partnered with the Marketing Department to implement a process that would increase customer experience.

• Liaison between Servicing and Origination Department to address concerns or disputes with Origination Department.

• Administrator of Customer Care Escalations Mailbox.

• Responsible to produce Origination's reporting to our Servicing Management Team.

• Monitored compliance risks while adhering to safety protocols.
• Evaluated interactions between associates and customers to assess personnel performance.
• Scheduled and attended meetings with clients and prospective clients as requested.

Responsibilities

• Supervised the Self Pay Medical Collections team of 12 members.

• Hired, trained, scheduled and developed Self Pay Medical Collections staff.

• Ensured timely completion of annual reviews for all team members

• Completed quality monitoring on all staff to ensure HIPPA and FDCPA regulations are being followed.

• Demonstrated productive management techniques and consulted with Operations Manager to implement processes.

• Effectively led team members to attain desired K.P.I. results

Achievements

• Led team to recover $810k in bad debt revenue over 12 months.

• Top Gun Winner for best performing Team for Q1 and Q3 of 2017

• Responsibilities
• • Managed team of 7-9 team members in Auto Collections Department
• • Insured team adhered to Company Policy and Procedures
• • Monitored and coached team members to ensure Quality and Customer Experience were met.
• • Initiated approval of repossession of assets
• • Assigned Field Chases to increase payment/recovery efforts
• • Collaborated with Sales and Credit team to increase sales and reduce losses
• Achievements
• • Led team to lowest delinquency rate in Department for 6 consecutive months
• • Represented Branch in Small Claims Court
• Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
• Identified needs and provided training to clarify expectations of collections agents.
• Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
• Accessed credit records to evaluate customer credit histories.

Responsibilities

• Managed, trained and monitored the daily activities of Collections/Customer Service Offshore Operations and departmental management for over 400 personnel servicing Mortgage, Consumer Lending, Auto and Credit Card Operations portfolios.

• Implemented changes to several process flow to improve performance and increase customer experience scorecards.

• Led and facilitated daily activities by conducting weekly performance touch bases and call calibrations with offshore management staff to ensure KPI's are met

• Strategized and implemented employee training/development plans to help improve performance and customer experience.

• Benchmarked metrics annually for Performance Level Agreements for Offshore Operations.

• Co-facilitated several portfolio migrations partnering with offshore management with an effort to coordinate and support the business model and internal policy and procedures. Traveled offshore 2-3 times a year to offer additional support and to ensure measurements were being met.

• Supported migration of heavily regulated US businesses to the Philippines by addressing, reviewing, and resolving any compliance-related issues.

Achievements

• Led offshore teams in both India and the Philippines to consistently outperform domestic counterparts in various K.P.I. Metrics, 10 out of 12 months per year. Saving the company within a range of $250,000 to $500,000 per month

• Developed Action Plans aligned with the Performance Level Agreement to drive results saving the company $10+ million in recoverable assets.

• Supported opening migration of Operation Centers in the Philippines (Manila) and India (Hyderabad, Vizag). Ensured minimal disruption of performance and customer experience.

Responsibilities

• Managed teams of 7-12 employees from various stages of delinquency (Front End, Back End, Charge Off)

• Coached, trained and mentored team members to ensure compliance, performance and customer experience were being met.

• Performed management duties such as interviewing, hiring and administrating disciplinary action plans.

• Was tasked to travel overseas to support offshore collections/customer experience teams.

Achievements

• Promoted to A.V.P. Global Consultant

• Assigned responsibility to facilitate monthly Best Practices Meeting between domestic and offshore sites (India and Philippines)

• Achieved Six Sigma Certification