Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Keith E. Jones

Chandler,AZ

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

18
18
years of professional experience

Work History

Operations Manager

Cenlar FSB
Tempe, AZ
02.2018 - Current
  • Executive resolution Department
  • Reviews, researches and responds to all Level 3 complaints as defined by approved Complaint Policies and within required due dates
  • Rapidly assimilates a range of complex information and make expert decisions/judgments to accurately respond to L3 complaints
  • Accurately identifies root cause and follows through with remediation and/or process improvement recommendations
  • Responds in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionally and with accurate information
  • Utilizes effective de-escalation skills to create exceptional borrower experiences
  • Partners with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements and/or client Service Level Agreements
  • Effectively handles competing demands ensuring key priorities and deadlines are met through organization and time management
  • Works closely with internal/external business partners (clients, vendors) on daily requests/inquiries
  • Manages workload in conjunction with performance and quality metrics, utilizing resources and escalation processes
  • Through effective problem solving, identifies complaints that require escalation to supervisors for exception resolution
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.

Operations Supervisor

Cenlar FSB
Tempe, AZ
12.2015 - 01.2018
  • Customer Interaction
  • Lead and managed team of Mortgage Servicing Professionals by focusing on daily performance measurements
  • Establishes and monitors goals for acceptable performance in accordance with company standards
  • Responsible for the handling of incoming and outbound call needs to meet department/client goals.
  • Responsible for overseeing and responding to real time customer issues and incidents that impact
  • Companywide initiatives
  • Ensures all tasks, emails, correspondence and research functions are handled in conjunction with Service level agreements.
  • And compliance standards
  • Identifies trends and escalates issues to managers in a timely manner to minimize corporate risk and
  • Enhance customer experience, while adhering to root cause policies and procedures
  • Responsible for the facilitation of weekly/monthly reporting of Outbound Call programs
  • Responsible for the facilitation of weekly direct reports for performance metrics review and professional
  • Development
  • Performs annual staff reviews and establish individual staff goals for development
  • Trains and assists staff to handle work volume and issues in accordance with company policy and
  • Procedure and with RESPA compliance
  • Acts as direct back up to the Service Leader and Quality Coordinator in their absence
  • Motivates employees to reach department goals and objectives
  • Demonstrates leadership by role modeling in actions and words
  • Presents a professional demeanor and appearance
  • Responsible for minimum of one monthly enhancement to department/company for efficiency, cost
  • Benefit or service improvement
  • Partners with other managers throughout the company, acting as a Liaison for continuous improvement
  • Works in conjunction with Business Analysts/Traffic Coordinator on daily scheduling for call volumes
  • While adhering to client/company overall Service Level Agreements
  • Works in conjunction with Quality Coordinators with regard to all quality programs, development and
  • Execution of policies and procedures, campaigns and incentive programs

Operations Manager

Sun West Mortgage Corporation
Scottsdale, AZ
03.2012 - 11.2015
  • Responsible for managing the administration and coordination of all mortgage loans from application intake to closing
  • Oversees the development of new residential mortgage business, and the expansion of business relationships and servicing of customers
  • Define and document business requirements for ongoing system enhancement initiatives
  • Provide on-site application expertise to assist user base with application problem resolution
  • Identify business opportunities and develop recommendations/drive
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance

Site Manager Customer

Bank of America, Loans
Phoenix, AZ
10.2010 - 02.2012
  • Lead and managed 20+ specialists (Mortgage Specialists, underwriters and short sale specialists in a fast pace environment
  • Solely responsible for end to end processing loan mitigation.
  • From intake to Short Sale
  • Create developmental plans to support direct reports in daily/weekly and monthly sales goals associated with their performance
  • Responsible for new business acquisitions and development of nonprofit, banking center and Home Loan partner relationships
  • Ensure completion of regulatory compliance, training and payroll weekly for all direct reports
  • Conduct and review monthly/annual performance evaluations for associates providing coaching and development plans for all direct reports.

Business Support Manager

Bank Of America, Customer Assistance Center
Phoenix, AZ
10.2008 - 10.2010
  • Lead efforts in opening of 50 Customer Assistance Centers across the country
  • Responsible for site Acquisitions and build out
  • Hiring of all associates and site managers
  • Training, Customer Satisfaction and customer experience
  • Responsible for Local market delivery, nonprofit and banking center relationships.
  • Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
  • Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.

Project Manager

American Express
Phoenix, AZ
03.2006 - 11.2008
  • Provided Project Management to meet and exceed objectives and produced deliverables, Global integration group
  • Managed project issues, project budgets, deadlines and system change requests

Business Systems Analyst

American Express, Card Services
Phoenix, AZ
06.2004 - 03.2006
  • Supported the development of Main Frame technology
  • Worked closely with the project management team developing effective resource assignments and successful completion of projects.
  • Designated as team leader for documenting requirements, completing analysis documents, comprehensive test plans and test cases to ensure quality delivery.
  • Organized system operating procedures to strengthen controls.
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Created and maintained standard operating procedures governing system functions and features.
  • Gathered, reviewed and reported on findings.

Education

Bachelor of Science - Business Management

University of Phoenix
Tempe, AZ
05.1996

Skills

  • Managing Operations and Efficiency
  • Managing Employee Relationships
  • Strategic Planning
  • Project Management

Timeline

Operations Manager

Cenlar FSB
02.2018 - Current

Operations Supervisor

Cenlar FSB
12.2015 - 01.2018

Operations Manager

Sun West Mortgage Corporation
03.2012 - 11.2015

Site Manager Customer

Bank of America, Loans
10.2010 - 02.2012

Business Support Manager

Bank Of America, Customer Assistance Center
10.2008 - 10.2010

Project Manager

American Express
03.2006 - 11.2008

Business Systems Analyst

American Express, Card Services
06.2004 - 03.2006

Bachelor of Science - Business Management

University of Phoenix

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Keith E. Jones