Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KARA STUDYMIRE

New River,AZ

Summary

As a highly accomplished and visionary leader in business operations, I possess over 20 years of experience in the financial services industry. With a proven track record of successfully spearheading strategic initiatives, I excel in optimizing processes, driving organizational change, and cultivating high-performing teams. My expertise in project management, communication, and stakeholder engagement has consistently delivered exceptional results, fostering collaboration across all levels of the organization. As a passionate advocate for continuous improvement, I seek to leverage my diverse skill set and industry knowledge to contribute to the success of a forward-thinking organization.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Closing Operations Manager

LoanDepot
12.2020 - 02.2022
  • Collaborates with technical project teams to identify process gaps and work to produce optimal solutions
  • Utilizes Tableau for data analytics management
  • Developed and implemented efficiency tools and enhanced process flows that led to a reduction in loan cycle time by 25%
  • Provides project management support for multiple work streams within Operations, including people, policy, and process
  • Participated in UAT for enterprise software transition to Genesys Cloud
  • Hired, trained, and cultivated the top performing closing operations team
  • Received Leadership award for 2021.

Processing Operations Manager

BBVA
06.2020 - 12.2020
  • Managed multiple projects which facilitated the streamline of processes and implemented operational efficiencies
  • Provided ongoing support to maintain and uphold compliance programs
  • Led a cross functional mortgage fulfilment team in meeting organizational objectives and KPIs
  • Managed third party relationships including real estate agents, appraisers, attorneys, title companies and investors.

Contact Center Operations Manager

GTE Financial
05.2019 - 06.2020
  • Maintained department knowledge base in SharePoint to include design, creation of new SOPs, and implementing cross-functional knowledge approval process
  • Implemented strategies that facilitated the increase of CSAT, NPS, CES, and other critical KPIs
  • Scaled contact center from the ground up including strategy development, workforce planning, training, and talent management in an omni channel environment
  • Hired, coached, trained, and developed supervisors and omni teams to achieve excellence in service, quality, sales, and productivity.

Real Estate Loan Officer Manager

USAA Real Estate
08.2015 - 03.2019
  • Assess training requirements, evaluates individual training needs, and promotes the development of effective team relationships and business partners
  • Proactively identifies gaps to improve operational effectiveness by developing training sessions with enterprise partners to capitalize on business opportunities and improve results
  • Developed a low performing team (bottom 5%), within 4 months performance level was in the top 10%
  • Utilized Salesforce for performance management
  • Received Leadership and Service Excellence Award (2016-2018).

Closing Operations Manager

USAA Real Estate
09.2010 - 08.2015
  • Collaborated with project teams in planning, development, testing, and implementing the roll out of a new loan origination system
  • Created, documented, communicated, and delivered change management roadmap, communication plan, coaching plan, training plan and resistance management plan
  • Facilitated regular compliance meetings for the Closing Department which led to a 10% decrease in error rate
  • Developed and facilitated training curriculum to optimize operational efficiencies within fulfilment operations.

Sr Mortgage Loan Officer

USAA Federal Savings Bank
09.2007 - 09.2010
  • Developed new business relationships through leads generated from strategic client and business partnerships
  • Built positive member relationships and resolved all problems throughout the application process after analyzing potential risks and benefits for each loan option
  • Maintained productivity in the top 5% of peer group to include volume, quality, and member satisfaction
  • Analyzed borrower's financial statements, credit, and property appraisals to determine lending feasibility.

Bank Counselor

USAA Federal Savings Bank
07.2005 - 09.2007
  • Identified borrower financial needs and recommended/established products to include, consumer loans, deposit accounts, credit cards, investments, and insurance
  • Maintained knowledge of current market conditions, products, services and competitors through ongoing research and analysis to ensure effective sales strategies
  • Complied with regulatory requirements including the Bank Secretary Act, AML, US Patriot Act, Privacy Act and Community Reinvestment Act.

Education

Bachelor of Science, Business Management -

University of Phoenix
Phoenix, AZ
05.2011

Skills

  • Strategic Planning
  • Team Leadership
  • Customer Experience (CX)
  • Operations Management
  • Project Management
  • Change Management
  • Communication and Stakeholder Engagement

Certification

Certified Scrum Master - Scrum Alliance (2022)

Timeline

Closing Operations Manager

LoanDepot
12.2020 - 02.2022

Processing Operations Manager

BBVA
06.2020 - 12.2020

Contact Center Operations Manager

GTE Financial
05.2019 - 06.2020

Real Estate Loan Officer Manager

USAA Real Estate
08.2015 - 03.2019

Closing Operations Manager

USAA Real Estate
09.2010 - 08.2015

Sr Mortgage Loan Officer

USAA Federal Savings Bank
09.2007 - 09.2010

Bank Counselor

USAA Federal Savings Bank
07.2005 - 09.2007

Bachelor of Science, Business Management -

University of Phoenix

Certified Scrum Master - Scrum Alliance (2022)

KARA STUDYMIRE