David Bagley
Summary
Proven Leader with over 20 years of expertise in administering successful customer initiatives in operations management, strategy awareness, business development, human capital management, people/process/technology improvement, regulatory compliance, user/customer experience, and risk management. Accomplishments include developing a Business Control model using Salesforce for over 7,000 Bank of America Customer Relationship Managers to help facilitate and manage CFPB (Consumer Financial Protection Bureau) requirements for the complaint resolution transformation program. Resourceful professional in management operations known for high productivity and efficient task completion. Possess specialized skills in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless execution of business strategies and enhancement of team performance.
Overview
32
32
years of professional experience
1
1
Certification
Work History
VP of Operations | CFO
RAZORVISION
06.2018 - Current
- Managed daily operations, including budgeting, forecasting, resource planning, and scheduling.
- Established key performance indicators for measuring operational success.
- Analyzed market trends to identify new business opportunities.
- Organized meetings between senior management personnel to discuss operational strategies and objectives.
- Provided training and mentoring support for new employees in the operations department.
- Oversaw the development and implementation of policies and procedures related to operational activities.
- Negotiated contracts with vendors, suppliers, customers, and other stakeholders as required.
- Maintained relationships with external organizations such as government agencies, regulatory bodies.
- Ensured compliance with applicable laws and regulations related to operations.
- Identified opportunities to reduce costs and improve efficiencies across all areas of operations.
- Lead initiatives aimed at improving customer service levels through process optimization.
- Created reports summarizing operational results for management review.
- Delivered expert thought leadership recognized for driving process improvements.
- Supervised daily operations of multi-million dollar divisional operation.
- Hired and managed employees to maximize productivity while training staff on best practices and protocol.
- Traveled to trade shows and client meetings to promote company brand.
- Coordinated staff across multiple locations with stellar record of meeting or exceeding demanding targets.
- Represented company interests before federal agencies, city representatives and regulatory entities.
- Formed and sustained strategic relationships with clients.
Senior Project Manager | Senior IT Change Manager
EPICOR SOFTWARE (through PROVIDENCE PARTNERS)
Cedar Park, TX
05.2015 - 02.2018
- Company Overview: Providence Partners is a technology/management-staffing firm focused on Fortune 500 clients.
- Leading functional change management, software implementation, and B2B sales initiative for Epicor Software.
- Successfully launched a 35M ERP project consolidating legacy Oracle and EBO operating systems.
- Developed the end-to-end customer experience and strategic plan for an E-commerce B2B contact solution (Retail SaaS with 3.5M in annualized revenue).
- Managed corporate communication, project implementation, software QA testing, and Employee perception for all C-level / executive managers, to include impact analysis for ERP software release.
- Maintain change, risk assessment, and strategic management from development through production.
- Manage knowledge distribution schedule and security tracking protocol for global business, utilizing and understanding experience metrics, while architecting and implementing the new ERP strategy.
- Develop forecasting, budget tracking, and report analysis for ERP Software development objectives.
- Maintain data migration, testing, tracking protocol, reporting, & change control of pre- and post-launch.
- Providence Partners is a technology/management-staffing firm focused on Fortune 500 clients.
Senior Project Manager | Senior Change Manager
BANK OF AMERICA
Austin, TX
04.2011 - 12.2014
- Company Overview: Apex and Princeton Information are technology/management-staffing firms focused on Fortune 500 clients.
- Led strategic cross-functional Audit, Risk Control, Process, and Change Management initiative projects at Bank of America using Six Sigma | Waterfall | and Agile methodologies.
- Managed 10 FTE’s, direct partnership with Third Party Vendors; positively sustained Servicing Business Models for over 25 SVPs and VPs.
- Participated in major regulatory | compliance initiatives where I led & provided direct SVP and VP support.
- Developed over 45 new metrics and historical and trend reports for 10 business units to clarify and communicate key daily key performance indicators (KPI’s) and facilitated weekly roll-up to Senior VPs.
- Reduced over $25M in operating loss by conducting root cause analysis and driving risk remediation for change management efforts.
- Led assessments for risk, legal, and compliance; aligned business directives by developing remediation plans for more than 30 technology and operations (projects impacted Consumer loans and Home Loan Servicing).
- Designed and developed custom reporting in a CRM business control model for more than 7,000 Customer Relationship Managers using Salesforce.com and led analytics team to validate SaaS results.
- Generated an immediate 4th-quarter savings of more than $10M to the general ledger by establishing process improvements that allow for tracking of loan-level details to loan maturity for balloon notes.
- Created a 100%-compliant process control to eliminate legal issues resulting from an error that impacted more than 30,000 borrowers per month, which saved more than $12M by reducing attorney general complaints and borrower/investor confusion.
- Onboard, Train, and mentor Jr. Project Managers on moderating operational risk, compliance, change control strategy, and analytics reporting.
- Facilitate meetings with executive management to define solutions and drive outcomes by effectively communicating gap opportunities and delivering results to top-level stakeholders at the company.
- Maintain routine cadence with internal project and development teams to manage each project and ensure lessons learned are being shared throughout the line of business as well as validate results post UAT.
- Establish compliance operational strategies by evaluating trends, establishing critical measurements, determining production, productivity, and quality with a customer-service approach.
- Apex and Princeton Information are technology/management-staffing firms focused on Fortune 500 clients.
Director of Operations and Project Development
IRON HORSE PERFORMANCE
Austin, TX
12.2009 - 04.2011
- Led strategy, automation, logistics, data migration, and customer service projects for the organization.
- Consulted for various clients on opportunity identification, process flow creation, and organizational efficiency for SVP/VPs.
- Automated virtual business management platform for a startup client, including daily financial documentation and client database, allowing for tracking and operational efficiency.
- Improved supply chain practices for 10 clients by an average of 5%–40% in areas such as logistics, controls, and contract negotiation.
- Enhanced process for commodities to Vendor and improved GL ledger profit by 10%.
- Adopt areas of ownership within the client’s scope for internal and external development of organizational objectives, processes, procedures, and methodologies to drive transformation excellence.
Senior Project Manager (AVP HAMP Mod. Processing)
MORGAN STANLEY
Fort Worth, TX
05.2009 - 12.2009
- Company Overview: Morgan Stanley’s Saxon Mortgage Services manages loan payments and transactions for U.S. home loans.
- Implemented metrics and document management process design, completed SOX and internal audit review requests.
- Provided direct guidance on a MSP to LPS servicing system conversion to include data warehousing/data integrity and custom reporting.
- Bridging the communication gap for Business to Technology.
- Managed 35 FTE’s for Pre and Post HAMP modification process.
- Increased annual retention by $250K by creating an efficient business model for tracking HAMP modifications from conception through maturity to include key performance indicators and reporting.
- Reduced vendor file turn time from 21 days to 1 day and saved $600K annually by implementing and negotiating the contract on a new vendor management solution.
- Improved the efficiency of a review process for $18M in Home Preservation funds to reduce loss by 164% through detailed evaluation and analysis on aged accounts.
- Provision audit projects/process to ensure quality assurance checkpoints are supported and quality control objectives are maintained (SOX Audit / SOX Controls).
- Develop reports for Senior Management on high-risk compliance issues, relevant developments, and action plan updates.
- Work with Leadership to enhance internal processes that maximize success throughout all phases of the client life cycle.
- Morgan Stanley’s Saxon Mortgage Services manages loan payments and transactions for U.S. home loans.
Customer Account Manager and Servicing Manager
INDYMAC FEDERAL BANK
Austin, TX
03.2005 - 05.2009
- Company Overview: IndyMac was a U.S. banking institution purchased by OneWest Bank in 2009.
- Managed and Aligned Closing, Process Design / Improvement, Fulfillment, Customer Outreach, IVR/Dialer, Collections, HELOC, and Audit teams for Home Loan Servicing with over $200M modifications per month.
- Maintained $80-90M in monthly transactions to manage Wholesale client relationships, ensuring customer satisfaction and retention.
- Managed up to 100 Call Center agents that helped drive positive results for the Bank.
- Directed teams & responsible for quality control, reporting analytics, inventory tracking, payments, research, workforce planning, and process validation testing.
- Received the HLS Award for management retention strategy and enterprise-wide contributions.
- Maintained client accounts in Salesforce for 7 States while processing an average of 88 million in monthly sales transactions utilizing BYTE loan origination software (integrates with Calyx Point, Genesis, Contour, and Encompass), QuickPricer, and e-MITS (automated loan origination software, ALS).
- Provide leadership across a portfolio of accounts with a concentration on Client & Team Success.
- Implemented a “Pay for Performance” plan that increased employee productivity to 93%.
- Developed / Implemented employee performance metrics for effective enterprise-wide leadership of coaching and team development, yielding a 65% improvement in customer interaction metrics and a 15% reduction in service time.
- Delivered strategic application of Advanced Performance Management Program (APMP) designed for effective enterprise-wide leadership of coaching and team development through ‘scorecard’ / metric measurement and call quality measurement key performance indicators (KPI’s).
- Managed outbound dialing/skip-trace team to include 100% ownership and development of programs for 70 Agents in the Collections Call Center to improve right party contact (RPC) data integrity by up to 30%.
- Saved $2M annually by implementing a process improvement for pre-foreclosure tracking that eliminated erroneous third-party sales.
- Escalation point of contact for Legal, Third Party Vendors, Office of the Treasury, and Federal Regulators.
- Managed account and customer escalations; facilitated on-site client meetings; articulated issues and provided resolution options clearly and concisely to Sr. Executives.
- Increased target number and speed of completed loan modifications by 180% by setting a pre-validation process and implementation guidelines for the FDIC loan modification program.
- Work with Enterprise SVPs and Internal Line of Business Managers to identify project risks and resource gaps; develop and refine action plans to mitigate risk.
- Review project success criteria, ensuring stakeholder alignment and positive long-term business impact.
- IndyMac was a U.S. banking institution purchased by OneWest Bank in 2009.
VP of Operations (Business Management, HR, & Sales)
ANGEL FIRE WATER COMPANY, LLC
Angel Fire, NM
05.2001 - 03.2005
- Company Overview: Angel Fire Water delivers alternative bottled water products for health purposes.
- Designed and managed manufacturing operations, B2B sales initiatives, corporate communications, contract negotiation, vendor management, cost center, budget forecast, HR, and product-to-market strategies.
- Held consumable supply to under 1% loss through vendor relationship management.
- Devised sales and marketing strategy that increased revenue 100% annually for 5 years.
- Collaborate with sales during the pre-sales stage to research and understand client business challenges and drive towards added solutions by providing a value proposition during contract negotiations.
- Work with sales and delivery at the early stages of the project life cycle to ensure the project is set up for success.
- Identify cross-sell and upsell opportunities by understanding the client’s business requirements, analyzing and presenting strategic solutions that align with their needs, enabling the Sales team to respond to the client's future business strategy and organizational change management needs.
- Help build and establish Sales team; processes, procedures, and templates for pre-sales through delivery.
- Serve as the primary Business Development interface from initial implementation to development.
- Maintained all HR requirements and managed the human capital investment for the firm.
- Acting CEO and Plant Operations Manager as needed.
- Angel Fire Water delivers alternative bottled water products for health purposes.
HR Team Manager
ADVANCED INTERACTIVE SYSTEMS
Denver, CO
01.2002 - 12.2002
- Deployed over 600 TSA personnel for the Department of Defense.
- Developed follow-up knowledge management for post-deployment validation and retention verification.
Training Manager
RELERA INTERNET DATA CENTERS
Denver, CO
01.2000 - 12.2001
- Developed “Customer Solutions and Interaction” training program for customer-facing and back-shop data Engineers. (SaaS Model)
Training Manager | Enterprise Project Manager
PROTOCOL COMMUNICATIONS
01.1999 - 12.2000
- Designed product, operations, and technical curriculum for 1100 employee multi-client communications center.
- Directly managed 130 call center agents.
HR Manager
CEDANT/AVIS
Denver, CO
01.1997 - 12.1999
- Maintained HR readiness at Denver International Airport within 9% of budget.
HR Manager
SEARS
Denton, TX
01.1994 - 12.1997
- Awarded HR Manager of the Year/#1 Store in Customer Sales and Customer Retention.
Education
Master of Science - HR and Business
Amberton University
Garland, TX01.2018
Certified Scrum Master -
01.2017
CAPM - Six Sigma Green Belt/Black Belt
01.2014
Bachelor of Science -
University of North Texas
Denton, TXSkills
- Leadership
- Budget forecasting
- Vendor negotiation
- Risk assessment
- Customer relationship management
- Operations management
- Process optimization
- Data analysis
- Problem solving
- Team leadership
- Training and mentoring
- Stakeholder engagement
- Operations oversight
- Strategic planning and execution
- Strategy development
- Budget control
- Business process reengineering
- Business development
- Business administration
- Leadership training
- Logistics management
- Capital spending
- Performance analysis
- Financial controls implementation
- Performance improvement
- Strategic partnerships
- Financial oversight
- Business leadership
- Vendor management
- Performance evaluation and monitoring
- Project management
- Employee engagement
- Continuous improvement
- Performance evaluations
- Operational and financial analytics
- Quality control and reporting
- Strategic planning
- Process improvement
- Integration of people, processes, and technology
- Process management
- Governance and compliance
- Performance management
- Vendor relations
- Risk analysis and compliance
- Coaching and mentoring
- Change management
- Data migration strategies
- Sales implementation
- Project logistics management
- Call center operations and data management
- Metric development and KPI improvement
- Customer experience enhancement
- Regulatory controls design
- Risk remediation strategies
Affiliations
- Board of Directors, Angel Fire Water Company, 2000 – 2015
- American Management Association, 2008 – Present
- Guest Services Lead, NorthPoint Church, 2014 - 2022
Certification
- CAPM, 2014
- Six Sigma Green Belt/Black Belt, 2014
- Certified Scrum Master, 2017
Call Center Operations
- Inbound/Outbound Call Management
- Warm/Cold call transfers
- Skip Trace
- IVR / Dialer Management
- Payment Processing
- CISCO
- SAP
- Contract Negotiations
- Vendor Management
Reporting Tools
- Operational Data Store
- Report generation
- Remedy
- Crystal Reporting
- Tableau
- Cherwell
Methodologies
- Standard Waterfall
- Agile
- DMAIC
- SDLC
- CQI
- FMEA
Timeline
VP of Operations | CFO
RAZORVISION
06.2018 - Current
Senior Project Manager | Senior IT Change Manager
EPICOR SOFTWARE (through PROVIDENCE PARTNERS)
05.2015 - 02.2018
Senior Project Manager | Senior Change Manager
BANK OF AMERICA
04.2011 - 12.2014
Director of Operations and Project Development
IRON HORSE PERFORMANCE
12.2009 - 04.2011
Senior Project Manager (AVP HAMP Mod. Processing)
MORGAN STANLEY
05.2009 - 12.2009
Customer Account Manager and Servicing Manager
INDYMAC FEDERAL BANK
03.2005 - 05.2009
HR Team Manager
ADVANCED INTERACTIVE SYSTEMS
01.2002 - 12.2002
VP of Operations (Business Management, HR, & Sales)
ANGEL FIRE WATER COMPANY, LLC
05.2001 - 03.2005
Training Manager
RELERA INTERNET DATA CENTERS
01.2000 - 12.2001
Training Manager | Enterprise Project Manager
PROTOCOL COMMUNICATIONS
01.1999 - 12.2000
HR Manager
CEDANT/AVIS
01.1997 - 12.1999
HR Manager
SEARS
01.1994 - 12.1997
Master of Science - HR and Business
Amberton University
Certified Scrum Master -
CAPM - Six Sigma Green Belt/Black Belt
Bachelor of Science -
University of North Texas