Summary
Overview
Work History
Education
Skills
Websites
Timeline
AdministrativeAssistant
DAVID MEZA

DAVID MEZA

Dallas,TX

Summary

Results-driven Assistant Vice President of Operations with extensive experience in strategic planning and team leadership. Proven track record of optimizing business processes to enhance productivity and efficiency, leading to significant revenue growth. Recognized for strong decision-making skills and effective problem-solving capabilities that have consistently driven operational success. Seeking to leverage expertise in a challenging role that values innovation and strategic development.

Overview

18
18
years of professional experience

Work History

Assistant Vice President of Operations

Mariner Finance
Dallas, TX
02.2024 - Current
  • Developed and implemented operational strategies to improve efficiency and reduce costs.
  • Provided direction during critical incidents that may impact overall business continuity or customer experience; implemented corrective measures as needed in order minimize disruption and impact.
  • Managed staff training programs for operations personnel, including development of onboarding materials, job-specific competency training, and continuing education courses.
  • Evaluated existing procedures to identify areas of improvement; developed action plans to streamline workflow processes while ensuring regulatory compliance.
  • Provided technical guidance regarding operations-related issues; consulted with team members on best practices for meeting deadlines or resolving conflicts.
  • Maintained records of all operational decisions made throughout the organization; updated documentation regularly according to established protocols.
  • Assisted the Vice President of Operations in developing and implementing operational strategies to meet organizational objectives.
  • Monitored daily operations activities; troubleshoot problems quickly and efficiently when they arise.
  • Organized meetings with other senior leaders across multiple divisions in order to coordinate efforts towards achieving common goals and objectives set forth by executive leadership team.
  • Created and maintained reports on operational performance metrics, such as cost savings, productivity, customer satisfaction, and quality.
  • Collaborated with other departments to ensure alignment between operational objectives and companywide goals.
  • Established key performance indicators that measure the efficiency and effectiveness of each department within the operations division.

District Manager

Toledo Finance Corporation
El Paso, TX
08.2018 - 01.2024
  • Opened up and managed a network of nine retail branches throughout West Texas, the Permian Basin, San Angelo, and the Texas Panhandle.
  • Drive district growth through program quality, sales initiatives, and customer service.
  • Oversee and train new employees on collection methods, documentation requirements, and performance strategies.
  • Develop and enhance sales and merchandising programs, positively impacting bottom-line profitability, with strong growth.
  • Mentor team members by demonstrating best practices for sales and customer service.
  • Identify and develop top talent within the management structure to promote a performance-oriented culture.
  • Assess compliance risk, develop audit work plans, and document findings.
  • Work with direct reports to develop and implement action plans, while improving branch operation results.
  • Source and recruit top talent for various branch positions, and verify recruiting processes to meet new store opening timelines.
  • Resolve customer inquiries and complaints requiring management-level escalation.
  • Evaluate individual and team business performance, and identify opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Hold regular one-on-one meetings with employees to review performance, priorities, and provide feedback.
  • Review employee performance, and provide ongoing feedback and coaching to drive performance improvement.
  • Inspect financial statements, credit information, and title data to complete the underwriting process.
  • Determine level of acceptable risk by reviewing applications for coverage and loss control reports.
  • Complete investigations of customer accounts and payment histories.
  • Reduce losses by restructuring loan payment plans.
  • Regularly communicate updates regarding changes in corporate policies or procedures down to store-level employees.
  • Develop and implement district-wide sales strategies to increase revenue and market share.
  • Conduct regular store visits to ensure compliance with company policies, standards, and regulations.

Global Fraud Manager

ALORICA
El Paso, TX
07.2015 - 08.2018
  • Spearheaded preventive measures to reduce fraud losses by analyzing trends and vulnerabilities for all regions in North America, Latin America, and Asia Pacific site locations
  • Instituted everyday risk processes and monitored control to protect the integrity and security of the company
  • Oversaw fraud loopholes at various touch points, including internal fraud to develop exception reporting to identify early warning signs
  • Monitored all suspicious activities for online products, customer information, and services for all regions of Global Security
  • Supported internal preparation efforts for upcoming PCI and Compliance audits for non-mandated North American client programs
  • Conducted unannounced PCI and Compliance walk-throughs at various sites in North America to ensure all BPO clients are compliant as directed
  • Debriefed with site leadership on findings and remediation recommendations to ensure compliance of Alorica standards
  • Ensured all North American site locations are prepared in all aspects of compliance & risk management for both internal/external audits
  • Point of Contact for all site PCI Audit findings via site safety committees for all of North America
  • Provided training to employees on risk and compliance policies and procedures
  • Immediately responded to alleged violations of company policies, procedures, rules, regulations, and standards of conduct by evaluating or recommending the initiation of investigative procedures
  • Developed and oversee a system for uniform handling of such violations
  • Monitored operations, analyze data, and document reports resulting in recommended actions to reduce company exposure and losses
  • Coordinated with HR leadership in establishing site "Safety Committees" in a cooperative effort to promote the safety and health of our employees in each North American site location
  • Assisted Human Resource Departments on workers compensation claims, OSHA issues, and return to work programs

Senior Mortgage Banker

STRATEGIC LENDING GROUP, INC
El Paso, Texas
06.2012 - 12.2014
  • Served as a senior loan specialist with extensive experience and knowledge in all aspects of FHA, VA, HARP, conforming, and non-conforming mortgage originations under the consumer direct lending platform.
  • Played a key role in the development of sales and operations training programs for a start-up, consumer-direct lending mortgage company.
  • Cultivated relationships and supported clients, real estate agents, operations, and title officers.
  • Effectively executed credit report analysis, R.E.S.P.A.
  • Disclosures, appraisal review, lead tracking, analyzed rates and pricing, title examination, and income/asset documentation are conducted to ensure compliance with lender programs and credit underwriting guidelines.
  • Organized, tracked pipeline loans, and coordinated loan files in advancement of loan processing and underwriting (Fannie Mae, Freddie Mac, Ginnie Mae).
  • Expertise leverages core strengths to originate and structure loans.
  • State of Texas-licensed mortgage loan originator and NMLS-registered (Nationwide Mortgage Licensing System).
  • Was instrumental in training newly hired employees.
  • Presented detailed explanations of the mortgage process to potential customers during consultations.
  • Provided guidance on loan programs, payment options, interest rates and other financing details.
  • Monitored market conditions to identify trends that could affect mortgage products or services offered by the organization.

Loan Administration Manager

WELLS FARGO HOME MORTGAGE
San Antonio, Texas
04.2011 - 05.2012
  • Recognized performance strengths and deficiencies of direct reports, maintaining appropriate documentation, providing timely feedback, and taking appropriate action regarding performance.
  • Assisted the team with loan processing, documentation, pre-closing/closing tasks, quality monitoring, and loan servicing, which includes negotiations and underwriting activities.
  • Led the department in recruiting, hiring, coaching, developing, and supervising home preservation specialists, with the implementation of the SPOC (Single Point of Contact) program.
  • Monitored the team and evaluated department call center results while assuring the achievement of all Wells Fargo Home.
  • Developed strategies for streamlining the loan administration process, resulting in improved efficiency and cost savings.
  • Assisted with direct customer contact for escalated calls.
  • Monitored staff calls for quality assurance while ensuring that all calls were in compliance with all Wells Fargo, investor, legal, regulatory, and business policies.
  • Participated in the implementation of new and revised call center metric systems, policies, and guidelines, which have a significant impact on the department.
  • Guided the day-to-day supervision of 10 home preservation specialists who performed a variety of loan servicing tasks under the Wachovia Pick-a-Pay Portfolio loan modification program (HAMP, MAP2, Short Sale, and Deed in Lieu).
  • Reviewed loan applications for accuracy and completeness before submission to underwriting.

Collections Supervisor 2

WELLS FARGO HOME MORTGAGE
San Antonio, Texas
02.2010 - 04.2011
  • Responsible for day-to-day supervision of 10 to 15 collection agents who performed inbound and outbound calls supporting the Wells Owned and 'Service for Others' portfolio.
  • Developed standards for monitoring the quality of inbound and outbound customer calls.
  • Ensured that the feedback programs provided collection agents with guidance to correct performance and made sure all agents abided by state, federal laws, and regulations governing the mortgage collection industry and FDCPA.
  • Monitored and supervised the daily collection of outstanding receivables with the management of a collections team to optimize performance and results, while minimizing the impact to Wells Fargo.
  • Helped establish dialer campaigns and dialer focus based on delinquency trends and service levels.
  • Led groups responsible for developing call center metrics, and provided strategic overviews of business operations in the areas of SLA (service level) compliance and employee productivity.
  • Conducted daily, weekly, monthly, and yearly performance evaluations, assisted in employment decisions, and set performance standards.
  • Identified potential problem accounts and developed plans of action to prevent delinquency.
  • Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.

Senior Branch Manager

WELLS FARGO BANK
Austin, Texas
10.2006 - 05.2010
  • Recruited, hired, trained, supervised, and managed several employees in branch operations and sales strategies.
  • Built business relationships with all Wells Fargo entities to establish strategic partnerships, enhance the customer experience, and identify cross-selling opportunities.
  • Executed a strong working knowledge of lending laws and procedures.
  • Introduced effective employee communication programs that increased productivity, employee satisfaction, and strong customer service.
  • Set and communicate clear performance expectations to the sales force, create SMART goals, and provide consistent follow-up and direction to ensure team members are accountable for results.
  • Motivated and inspired to create a desired culture and behavior, with a focus on promoting career growth opportunities, monetary incentives, and recognition.
  • Responsible for reviewing financial statements, applicable ratios, credit reports, examining and evaluating transitions to certain accuracy, fraud detection techniques, renegotiation of loans, compliance review administration, providing performance feedback, communicating with customers, closing loans, and staff training.
  • Monitored sales goals and objectives for the branch, ensuring that they were met or exceeded.
  • Ensured compliance with banking regulations, policies, procedures, and standards of conduct.
  • Oversaw the daily activities of branch personnel, ensuring that all tasks were completed on time and accurately.

Education

BACHELOR OF ARTS - Psychology/Business

St. Mary's University

Skills

  • Corporate Compliance and Risk Management Negotiation Skills
  • Staff Training and Development Performance Analysis
  • Global Fraud Prevention Problem Resolution
  • Six Sigma Lite Certified Yellow-Belt, business operations, call center management, Fraud Manager, Global Security
  • Call center metrics systems, closing, coaching, credit, customer service, direction, documentation, loan processing, quality assurance, pricing, reviewing financial statements
  • Recruiting, reporting, selling, sales management, service levels, strategic, supervising, training programs, underwriting
  • Home Preservation Management
  • Mortgage banking, cross selling, communication, conflict resolution skills, motivator, Microsoft Office, Encompass 360,
  • Velocify, Brivo, Verint/Impact 360, IDentiPASS, IC Business Manager, Ellie Mae Web Portal, Optimal Blue, Freddie Mac,
  • Fannie Mae, Ginnie Mae, product servicing, call center and branch development
  • Key accounts and territory management (West Texas, Permian Basin, Texas Panhandle, San Angelo)
  • Underwriting oversight

Timeline

Assistant Vice President of Operations

Mariner Finance
02.2024 - Current

District Manager

Toledo Finance Corporation
08.2018 - 01.2024

Global Fraud Manager

ALORICA
07.2015 - 08.2018

Senior Mortgage Banker

STRATEGIC LENDING GROUP, INC
06.2012 - 12.2014

Loan Administration Manager

WELLS FARGO HOME MORTGAGE
04.2011 - 05.2012

Collections Supervisor 2

WELLS FARGO HOME MORTGAGE
02.2010 - 04.2011

Senior Branch Manager

WELLS FARGO BANK
10.2006 - 05.2010

BACHELOR OF ARTS - Psychology/Business

St. Mary's University

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DAVID MEZA