Tiffany Sariah Hayes
Georgetown,ID
Summary
Operations Executive Outcome-oriented, dedicated, and highly meticulous professional with vast experience spearheading efficient management of operational, sales, program/project, business development, and team leadership functions across diverse sectors. Proven success overseeing and streamlining operations, conducting interviews and recruiting qualified candidates, capitalizing on profitable opportunities to enhance business development and production. Demonstrated SQL data mining as well as virtual and in-person leadership expertise, designing and developing audit review and reporting programs, while ensuring complete compliance with regulations and standards. Well-versed in delivering online education to students by utilizing various platforms, driving enhanced academic performance, and achieving excellent ratings. Instrumental in hiring, motivating, and leading high-performance teams to increase growth by meeting customer-specific requirements.
Overview
27
27
years of professional experience
Work History
Online Instructor
Grand Canyon University
01.2010 - Current
- Instruct online courses, including servant leadership, organizational behavior, and volunteerism through usage of online school platforms
- Deliver feedback on course curriculum and materials and responding to student comments and questions posted online
- Interact with students who fall behind and aid in catching up with current curriculum
- Address student queries, and grade assignments through usage of University Classroom programs
- Demonstrated exceptional academic performance and receives excellent rating and comments from students in each course
- Collaborate with academic advisement and financial team to recommend and utilize best plan for students.
MERS Program Administrator and SQL Data Miner
Guaranteed Rate, Inc
01.2020 - 01.2022
- Administer MERS Program including reporting, transfers, oversight of sub-servicers, oversight of 10 Joint-Venture accounts
- Collaborate with team members on daily reporting and validation of Transfer of Servicing/Transfer of Beneficial Rights and direct sale and loan sale loans
- Maintain MERS mailbox with nothing outstanding day-to-day
- Maintained Corporate Resolution Management System for company and 10-Joint Venture accounts ensuring signing officers were properly authorized by MERS Corporate resolution
- Submitted request for information to MERS electronically using SFTP process
- Completed monthly reconciliation of loans not assigned to sub-servicers and validated sub-servicer information to ensure compliance
- Build SQL Queries from scratch
- Matching 26 Fields one to one (accounting)
- Trained 2 Joint Venture accounts on the complete e-Note process including eRegistry and compliance
- Spearheaded reduction in number of exceptions through close collaboration with sub-servicers, while addressing emails from MERS across all levels
- Appointed as a MERS Signing Officer
- Coordinated execution and ensured compliance of eNotes through close collaboration with joint venture partners.
Certified Automobile Sales and Leasing Specialist
Murdock Hyundai, Cache
01.2019 - 01.2020
- Engaged customers on daily basis to sell or lease new and used cars, trucks, and SUV’s in a small-sized market
- Established strong client relationships and ensured delivery with superior service, while driving revenue and sales growth
- Tasked to complete the first interview for all new sales applicants
- Led sales department in customer service based on top survey responses on each new car sold receiving 70 maximum surveys throughout my tenure
- Received excellent survey results on all other deliveries.
Program Manager, Manager of Quality Assurance
MetaSource
01.2017 - 01.2019
- Administered Mortgage Electronic Registration System Monthly Reconciliation proprietary point of service system for use by clients to complete their monthly reconciliation
- Optimized audit contract program processes by securing extensions and effectively renegotiating contracts prior to expiration of current contract leading to increased retention by 30% YoY
- Provided coaching and oversight for new and continuing users to help overcome issues they may have during reconciliation
- Served as Senior Auditor and Project Manager for the MERS Year-end review process
- Grew this process 80% YoY and increased project revenue 120% by streamlining the program
- Appointed Manager of Quality Assurance
- Designed and implemented company-wide mortgage audit review and reporting program, hired and trained auditors, and received laudatory review and comments from Corporate Counsel
- This program was an integral part of the company receiving their first Standard and Poor’s rating.
Director
01.2014 - 01.2017
- Document Custody | Program Manager Mortgage Electronic Registration System, Loan Sale Document Accountability (In and outbound) and Custodial Document Management - Ditech–Tempe, Learned and implemented full range MERS Program for a Mortgage Servicing Company servicing over a million active MIN’s
- Learned and maintained eNote custodial system including monthly reconciliation
- Trained and hired Inbound/Outbound Sales Transfer Team resulting in an 85 Percent reduction in transfer errors
- Developed and implemented Transfer of Servicing/Transfer of Beneficial Rights electronic verification program that reduced time to complete transfers daily by 80% allowing us to take on more MERS Tasks
- Responsible for document compliance, assignments, and releases along with title research
- Created and implemented Document Custodian Yearly Audit for onsite visits, streamlining the process and saving the company over $100,000.00 the first year in time and travel costs
- Appointed Corporate Resolution Management System Manager maintaining Signing Officer appointments for over 100 Signing Officers, and 3-Signing Authority Agreements for outside companies
- Planned and coordinated movement of critical documents from 5 document custodians consolidating to 2 custodians without any losses making finding and moving documents much easier and improving performance by 25 percent YoY
- Selected as panelist at Annual MERS conference for three years running for MERS Reconciliation best practices
- Created and implemented final document tracking program from existing database and fine turned program to add a new exception management program to ensure all final documents were received and all exceptions were cleared ensuring complete servicing files on all loans
- Recognized by Corporate President for ingenuity and collaboration on this program.
Manager
Grand Canyon University
01.2008 - 01.2014
- Leadership to develop a National Outside Sales/Enrollment Team including a training program for new team members
- Recruited and trained team over a 6-month period
- Travelled the country speaking to Chambers of Commerce, Military Groups, state Education Conventions and others working to bring awareness to GCU Educational Opportunities
- Enhanced enrollment 12% YoY for military sector by directing military enrollment team with associates across all 50-states
- Played an integral role in designing and executing military scholarship program
- Suggested and participated in military training credit review process by utilizing military definitions for military training to further translate into college credit
- Served as key spokesperson to effectively negotiate two major contracts with military installations, enabling GCU to teach on installations
- Drove increase in production by 110% YoY by leading recruitment and training team of 10 business development managers
- Military Experience
- Various Roles of increasing responsibility from Squad Leader to Senior Operations Non-commissioned Officer
- US Army/Army Reserve and Utah Army National Guard
- Honorable Discharge with 3-Meritorious Service Awards among other citations for excellence.
Education
Master of Business Administration - Leadership
Grand Canyon University
Bachelor of Arts - Management
Ottawa University
Skills
- Operations Management
- Regulatory Compliance & Auditing
- Sales & Revenue Growth
- Resource Allocation
- Valuing relationships
- Remaining open to possibilities
- Business Development & Growth
- Program & Project Supervision
- Virtual & On-site Leadership
- System Administration
- Accepting change
- Marketing & Social Media Coordination
- Team Development & Leadership
- Recruitment & Training
- Effective Negotiation
- Being resilient
- Technical Proficiencies:
- Microsoft SQL Data Mining Microsoft Access Programming
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Timeline
MERS Program Administrator and SQL Data Miner
Guaranteed Rate, Inc
01.2020 - 01.2022
Certified Automobile Sales and Leasing Specialist
Murdock Hyundai, Cache
01.2019 - 01.2020
Program Manager, Manager of Quality Assurance
MetaSource
01.2017 - 01.2019
Director
01.2014 - 01.2017
Online Instructor
Grand Canyon University
01.2010 - Current
Manager
Grand Canyon University
01.2008 - 01.2014
Master of Business Administration - Leadership
Grand Canyon University
Bachelor of Arts - Management
Ottawa University
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