Dionne Simmons

• Oversees support initiatives for different departments.
• Managing staff, processes and standards, and ensuring company operations are fully supported.
• Collaborated with other departments in developing strategies for improving customer experience through better operations support services.
• Formulating strategy, improve performance, procuring material and resources and securing compliance.
• Monitor and train personnel, manage quality assurance, and develop workflows and processes.
• Build, manage, and develop team, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures.

• Oversees team of Managers, Supervisors, Team leads and Client Services staff.

• Primary point of contact and support for B2B partners.

• Oversee and coordinate timely and successful deliver of new client onboarding and implementation.

• Ensure contractual commitments and service level agreements are being met for all clients.

• In coordinate with Sales teams, forecast and track key account metrics.

• Identify opportunities within existing accounts and collaborate with Sales team to ensure growth attainment.

• Liaison between B2B partner clients and cross-functional internal teams to ensure timely and successful delivery of solutions according to customer needs.

• Manage day-to-day office activities including but not limited to: Managing workflow, setting priorities, and maintain appropriate staffing levels to ensure customer service levels are met

• Manage operational budget and cost.

Operations Manager - Insurance Licensure/Client Ser vices

• Oversees team of Team Leads and Customer Service Representatives staff

• Manage day-to-day operations and activities

• Manages workflow, setting priorities, and maintaining appropriate staffing levels to ensure that customer service levels are met

• Hires, develops, and coaches employees

• Ensure all contract deliverables, Key Performance Indicators (KPI’s) and client requests are met.

• Manage performance of employees

• Manage operational budget and cost

• Identified and developed strategies to improve client services operations.
• Coordinated with internal departments to ensure client needs were met in a timely manner.
• Managed client accounts, ensuring customer satisfaction and resolving any issues that arose promptly.
• Provided leadership and guidance to team members, setting goals and objectives for the department's success.
• Ensured adherence to company policies while providing excellent customer service standards.

• Oversees team of Managers, Supervisors, Team leads and Client Services staff.

• Managed Foreclosure Operations for the states of Georgia, Florida, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, and Alabama.

• Assisted with the development of a Default Servicing processing system proprietary to the firm.

• Ensure compliance and process management to meet the needs of Banks and Mortgage Companies

• Proficient in identifying and exceeding our customer’s needs. Producing nearly perfect client scorecards monthly

Compliance/Client Relations Manager

• Managed team offering operational support including but not limited to, Servicer audits, Scorecards, Chronologies, Financial Audits, and Document Retrieval.

• Ensure acquiescence with compliance standards and regulatory requirements.

• Managed all aspects of compliance across all lines of business (Accounting, Bankruptcy, Eviction, Foreclosure, Litigation and REO)

• Assisted with A/R collection activity.

• Identified compliance risks from every business line. Recommend strategies and create internal processes for Operations to ensure client’s needs are met.

• Audit 10% of all pre and post foreclosure files to ensure files were completed in compliance with GSE, Servicer and investor guidelines.

• Collaborate with Managers/Attorneys/Staff to create department policy and procedures.

• Develop, coordinate, and participate in multifaceted educational and training programs that focus on client operating systems and requirements.

• Worked in Tandem with Law Firm Partners to generate RFP’s for Contracts.

Foreclosure Manager

• Manage and coordinate the smooth operation of a large multi-state Default Serving Law Firm with over 200 employees and a Foreclosure volume of more than eighteen hundred (1800) referrals per month.

• Five (5) direct report Supervisors.

• Developed and maintained excellent client relations.

• Managed personnel, performance evaluations, training, work allocation, and problem resolution.

• Provided functional Management to -paralegals/supervisors and administrative support staff. Perform miscellaneous job-related duties as assigned by Managing Partner.

• Managed day-to-day operations of a large staff in multiple departments.
• Coordinated activities between different departments to ensure successful completion of projects.
• Created policies and procedures for improved workflow processes.
• Provided leadership and guidance to subordinate managers and supervisors.
• Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
• Identified areas where process improvements could be made resulting in increased productivity.