Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Joseph Calderon

Operations Supervisor
Upland,CA

Summary

Experienced Operations Supervisor eager to contribute to the success of the team. Extremely driven and motivated with exceptional work ethic, professionalism and project management skills. Focused on using industry experience and leadership skills to move the team forward.

Overview

4
4
years of post-secondary education
19
19
years of professional experience

Work History

Operations Supervisor

First American Title Company
Rancho Cucamonga, CA
10.2015 - Current
  • Monitor daily operations. Track all KPI's and ensure SLA's remain on-track and above 95%.
  • Leverage data in DOMO and Salesforce to track quality, process utilization and team capacity.
  • Participate in the planning, testing and implementation of divisional tech goals.
  • Conduct weekly meetings with onshore and global teams to review volume, address escalations and prioritize projects. motivate and train employees to maximize team productivity.
  • Create operational efficiencies by developing and implementing quarterly process improvement plans.
  • Currently leading a team of 8 direct-reports and multiple global teams across 4 sites (ADEC, BLR, Salem and Dominican Republic).
  • Responsible for the daily operations of 5 separate teams - Multi-Sites/Special Projects, Sales Administration Assistants, NCS Customer Service Representatives, Scanning/Post Closing production and Project File Tracking services.
  • Track and evaluate performance data to determine current business conditions and forecast staffing needs.
  • Work directly with Global Management partners to brainstorm, discuss strategy and mitigate quality and attrition issues.
  • Track team headcount and modify shifts as necessary as per the needs of the business. Workload balance and coordinate weekend coverage to complete priority projects.
  • Conduct performance reviews, provide coaching and direction but also make a dedicated effort to recognize team members for their hard work.

Data Quality Analyst

First American Title Company
Rancho Cucamonga, CA
04.2015 - 10.2015
  • Investigated and determined root cause of data quality errors and recommended long-term solutions.
  • Categorized data into several classifications to approach resolutions strategically
  • Evaluated large datasets for quality and accuracy.
  • Liaised between global partners and NCS offices to provide monthly quality scores, review error analysis and resolutions.
  • Implemented testing procedures and analyzed test results. Developed action plans based on findings of testing data.
  • Maintained process documentation regularly to keep policies and procedures current. Provided training to the team on all process updates.
  • Ensured the accuracy of all data for reporting purposes and to present to NCS partners.

Title Coordinator

First American Title Company
Rancho Cucamonga, CA
05.2013 - 04.2015
  • Overseen the intake of requests for all Open Order, Commitment and Policy processing, Imaging and Distribution of files from NCS, Agents and Vendors.
  • Monitored volume to ensure all requests were progressing and being completed within SLA.
  • Consistently communicated with NCS contacts to keep them informed of the status and ETA of their requests.
  • Reviewed all documents received by submitters to validate information and confirm there were no items which required clarification.
  • Tracked the quality of all typing, imaging and distribution processes and addressed all errors accordingly with global team members.

Escrow Support Processor

First American Title Company
Rancho Cucamonga, CA
12.2009 - 05.2013
  • Assessed data and information to verify all entries in the files were correct.
  • Supported Escrow operations by communicating with customers, following up on payoffs, NHD Reports to ensure deadlines were met.
  • Managed and responded to all correspondence and inquiries from submitters and vendors.

Title Searcher

First American Title Company
Rancho Cucamonga, CA
04.2007 - 08.2008
  • Utilized title applications to search and gather tax and title documents per provided APN's.
  • Reviewed legal documents, mortgage documents, liens and property easements to identify possible title issues pertaining to property.
  • Summarized title findings relevant to property in question and provided title search package to global processing teams.
  • Searched and Examined 4-5 commercial properties weekly.

Title Processor

First American Title Company
San Bernardino, CA
03.2001 - 04.2007
  • Prepared Preliminary Reports and Legal Descriptions for customer.
  • Prioritized files for Examiners and obtained all chain of title and general index information needed using provided APN, PIQ and Buyer/Seller information.
  • Searched and obtained copies from title plant to complete chain of title history.
  • Responded to Customer inquiries and provided status updates.

Education

High School Diploma -

San Gorgonio High School
San Bernardino, CA
09.1994 - 05.1998

Skills

    Customer Service and Communication

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Accomplishments

  • Supervise team of 8 staff members and a large global operation.
  • ClarityFirst Champion
  • EaglePro Admin and SME
  • Completion of First American Emerging Leader course
  • Conduct training, development and motivational presentations for Staff and Global Partners
  • Presenter at 2020 National Commercial Services PCM Meeting
  • NCS Citrix Sharefile Administrator
  • NCS FAST and ClarityFirst UAR Auditor
  • Multiple visits to global sites in ADEC, FAI and Dominican Republic.

Timeline

Operations Supervisor

First American Title Company
10.2015 - Current

Data Quality Analyst

First American Title Company
04.2015 - 10.2015

Title Coordinator

First American Title Company
05.2013 - 04.2015

Escrow Support Processor

First American Title Company
12.2009 - 05.2013

Title Searcher

First American Title Company
04.2007 - 08.2008

Title Processor

First American Title Company
03.2001 - 04.2007

High School Diploma -

San Gorgonio High School
09.1994 - 05.1998

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Joseph CalderonOperations Supervisor