Kelli Martin
Jacksonville,IL
Summary
Dynamic Sr. Operations Consultant with a proven track record at Bank of America, excelling in operational excellence and compliance. Expert in business analysis and process mapping, successfully streamlined vendor performance, enhancing service quality. Strong problem-solving abilities led to effective risk mitigation strategies, ensuring adherence to regulations while fostering cross-functional team collaboration.
Overview
22
22
years of professional experience
Work History
Sr. Operations Consultant
Bitar Advisory Group
01.2019 - 09.2023
- Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
- Formulated risk mitigation strategies, proactively addressing potential challenges before they escalated into larger issues.
- Conducted comprehensive audits for regulatory compliance adherence while minimizing risks associated with non-compliance penalties for each third party vendor.
- Managed vendor relationships to ensure consistent service quality and secure favorable contract terms.
- Monitored corporate policies and procedures, ensuring compliance with federal regulations.
Senior Operations Specialist
Bank of America
01.2012 - 01.2018
- Administer third party oversight testing and reporting for asset recovery mortgage venders and student lending vendors.
- Worked directly with vendor management to identity risk and resolve subserving issues.
- Ensured compliance with industry regulations by maintaining detailed documentation of all procedures and policies related to operations functions.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of vendor performance to maintain high service standards.
- Responsible for the execution of 23 test scripts per month. Including, TCPA, credit reporting, MERS, fraud and regulatory testing.
Operations Manager Short Sale Division
Bank of America
01.2010 - 01.2012
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed compliance guides for FHA and USDA QA teams to ensure federal and corporate regulations were met.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Instrumental to the formation of the FHA short sale process flow and division for the Jacksonville site.
- Developed P&P for USDA and FHA short sale and foreclosure process.
MLO- Servicing Team Manager
Bank of America
01.2006 - 01.2010
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies. Increased resolution cycle time from 79% to 86%.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment. Maintained 96% QC rate while increasing FTE levels.
MLO- Post Closing Specialist
Bank of America
03.2002 - 01.2006
- Maintained a comprehensive understanding of industry guidelines, staying informed on updates and changes that could impact the post-closing process.
- Contributed to the development of new policies and procedures aimed at improving overall post-closing operations within the company.
- Kept detailed records of all post-closing activities, providing accurate and up-to-date information for management reporting purposes.
- Leveraged strong interpersonal skills to build rapport with clients, colleagues, and external partners, fostering a collaborative environment that contributed to the successful completion of loan closings.
- Managed a high volume of loan files, maintaining organization and accuracy throughout the post-closing process.
Education
High School Diploma -
First Coast High School
Jacksonville, FlSkills
- Operational excellence
- Business analysis
- Organizational development
- Incident management
- Problem-solving abilities
- Multitasking
- Quality assurance
- Process mapping
- Service level agreements
- Compliance
- Cross-functional team leadership
Timeline
Sr. Operations Consultant
Bitar Advisory Group
01.2019 - 09.2023
Senior Operations Specialist
Bank of America
01.2012 - 01.2018
Operations Manager Short Sale Division
Bank of America
01.2010 - 01.2012
MLO- Servicing Team Manager
Bank of America
01.2006 - 01.2010
MLO- Post Closing Specialist
Bank of America
03.2002 - 01.2006
High School Diploma -
First Coast High School
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