DINA DALPORTO
Business Quality Methods Team Lead
WEIRTON,WV
Summary
Focused Quality Control Supervisor offering strengths in team training, management and monitoring. Dedicated to improving system procedures and controls to maximize quality and minimize errors. Observant and detail-oriented in monitoring and improving production activities.
Overview
24
24
years of professional experience
1
1
year of post-secondary education
Work History
Business Quality Methods Team Lead
National General Lender Service
02.1998 - Current
- Supervised: Flood Team, Cash and Disbursement, Data Entry , Data Verify, EP Mortgage and Auto departments to ensure that SLA’s and standards are met for several clients and functions
- Trained new hires on various programs and processes
- Reported to upper management and clients when needed with quality results and trending
- Assisted with the implementation of the Callout department for multiple clients
- Responsible for Quality checking employee’s work and reporting their monthly standards to management
- Inbound customer care operator for three years
- Assisted with the implementation of the RCBAP Flood department and reviewed flood requirements for the client
- Forecasted and approved billing for Offshore vendors
- Monitored offshore vendors volumes and work flow
- Interviewed prospective employees
- Implemented Condo Hazard HO6 tracking for client
- Reviewed Windstorm requirements for client
- Supervisor over the Business Quality methods department, responsible for all clients and processes, provided trending to the departments and offered ways to potentially improve
- Created and revised procedures for multiple processes
Education
Business Management/Communications
Robert Morris University
Coraopolis, PA 08.1991 - 01.1993
High School Diploma -
Burgettstown High School
Burgettstown, PA 06.1991 - 06.1991
Skills
Employee supervision
Staff training and development
Operational budget forecasting
Knowledge of quality systems
Accomplishments
- Documented and resolved a review of Critical and Non Critical errors and presented to upper operations management which led to implementing a new Error Root cause Matrix, therefore ensuring the errors presented to the lenders are correct and truly loan impacting.
- Collaborated with team of six in the development of Hybrid EP call Audit to ensure that our offshore partners are validating the correct information when performing a call.
- Achieved recognition for Operations management for doing a deeper dive into Due diligence errors, which led to Operations discovering call outs were not being made, when they were supposed to.
- Documented and resolved the combing of queues for Auto EP when offshoring stared for the process which led to an estimated cost savings of over $30,000.
- Achieved the recognition for having supervised the first team to meet quality goals and production goals for the month.
Timeline
Business Quality Methods Team Lead
National General Lender Service
02.1998 - Current
Business Management/Communications
Robert Morris University
08.1991 - 01.1993
High School Diploma -
Burgettstown High School
06.1991 - 06.1991