Kelly McLain
34277 Aspen Park Dr,MI
Summary
Dynamic Mortgage Servicing Manager at Michigan Mutual, Inc., recognized for enhancing customer satisfaction and reducing operational costs through strategic process improvements. Proven leader in team development and conflict resolution, fostering a culture of engagement and high performance. Skilled in project management and effective communication, driving significant organizational success.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
35
35
years of professional experience
Work History
Mortgage Servicing Manager
Michigan Mutual, Inc.
01.2012 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Vice President of Accounting
Flagstar Bank, FSB
03.1990 - 01.2012
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Identified opportunities to improve business process flows and productivity.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Established and directed successful programs focused on Mortgage Accounting Reconciliation.
- Represented organization at industry conferences and events.
Education
Certificate in Accounting -
Pontiac Business Institute
Dryden, MI06-1988
Business Administration And Management
Clarkston High School
Clarkston, MI06-1987
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Strategic planning
- Project management
- Cross-functional teamwork
- Customer relationship management (CRM)
- Performance management
- Staff development
- Policy implementation
- Conflict resolution
- Performance evaluations
- Expectation setting
- Coaching and mentoring
- Work prioritization
- Policy and procedure development
- Teamwork and collaboration
- Computer skills
- Effective communication
- Problem resolution
- Adaptability and flexibility
- Positive attitude
- Attention to detail
- Multitasking
- Hiring and training
- Customer relationship management
- Employee coaching and mentoring
- Active listening
Timeline
Mortgage Servicing Manager
Michigan Mutual, Inc.
01.2012 - Current
Vice President of Accounting
Flagstar Bank, FSB
03.1990 - 01.2012
Certificate in Accounting -
Pontiac Business Institute
Business Administration And Management
Clarkston High School
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