Summary
Overview
Work History
Education
Skills
Certification
Criticalcompetencies
Timeline
Generic

MARK J. DICKMAN

Plano,Texas

Summary

Highly Experienced Operations Director - Financial Services/Customer Success/Client Delivery/Customer Experience Professional FINANCIAL OPERATIONS & CLIENT SERVICES: I have over 20+ years of strategic leadership in operations management, including 12 years in call centers. I excel in budget creation and management across multiple sites. TEAM LEADERSHIP: Demonstrated ability to manage and motivate teams of up to 250 employees, consistently delivering error-free results and surpassing expectations. STRATEGIC LEADERSHIP: Successfully led local and global teams, driving business outcomes, implementing strategic plans, and improving processes within regulated environments. OPERATIONAL EFFICIENCY: Led and optimized workflows across client contact to reduce waste in time, effort, and materials as much as possible. BUSINESS ANALYTICS: Leveraged over 10 years of experience to align reporting and analytics with leadership strategies, effectively achieving business objectives. Customer Success & Experience (CX) Management: Expertise in building and managing high-performing customer success teams, driving customer retention and expansion, and implementing best practices to optimize the customer journey, resulting in a 91% improvement in customer satisfaction scores and an increase in Net Promoter Score (NPS) by 87 points.

High-achieving senior executive bringing expertise in business planning, revenue development and change management. Offers 20 years of leadership in Financial Operations Management industry along with entrepreneurial, forward-thinking mindset and demonstrated track record of accomplishment.

Objective Financial Services leader with demonstrated success leading financial systems and programs. Knowledgeable about regulatory requirements and successful strategies for maintaining optimal controls. Well-organized, proactive and adaptable to changing markets.

Skilled Executive with 20 years of business development and strategic planning expertise. Adept at implementing improvements to optimize efficiency in business operations. Highly skilled in process optimization, performance management consulting and people management.

Skilled Executive with 20 years of business development and strategic planning expertise. Adept at implementing improvements to optimize efficiency in business operations. Highly skilled in process optimization, performance management consulting and people management.

Overview

2025
2025
years of professional experience
1
1
Certification

Work History

Assistant Vice President, Workforce Capacity Planning

CitiMortgage, Inc.
  • Managed analysts in the Command Center for inbound/outbound calls, overseeing service levels, occupancies, ASA, and abandonment rates
  • Developed scheduling and forecasting strategies to meet client needs
  • Created training modules and workbooks, reducing training time by 2 weeks
  • Reduced errors by 65% and achieved a 100% pass rate for new analysts
  • Optimized service levels by managing telephone staffing to match inbound volume
  • Established contingency plans for uninterrupted operations during emergencies

Assistant Vice President, Loss Mitigation/Collection/Call Center (Remote)

CitiMortgage, Inc.
  • Provided expert assistance to borrowers to prevent foreclosure in a call center environment
  • Specialized in high-risk cases and served as the primary contact for the Home Affordable Modification Program (HAMP)
  • Managed a portfolio of 250-300 accounts monthly, implementing loss mitigation strategies
  • Identified and executed solutions such as modifications, forbearances, extensions, short sales, and repayment plans
  • Resolved escalated high-risk management calls, mitigating potential risks
  • Earned multiple awards including 'Rising Star,' 'Top Performer,' 'Employee of the Month,' 'STAR PLAYER,' and 'GALAXY OF THANKS.'

Assistant Vice President, Pre-Foreclosure & Offshore

CitiMortgage, Inc.
  • Led a team of 15 foreclosure specialists and 30 offshore specialists
  • Handled foreclosure package requests, bid placement, and manual transfers from Loss Mitigation and Litigation
  • Fostered partnerships with attorneys, loss mitigation, bankruptcy, REO, property preservation, and RMV teams
  • Ensured accuracy and compliance in daily reports, including reveal reports, write-down reports, and CMI 3rd party reports
  • Processed senior lien sale wires and transferred to default accounting
  • Approved 2nd lien bids and coordinated senior lien payoffs
  • Reviewed foreclosure files for default timeframe adherence
  • Finalized loan sales, and managed sales calendar for timely completions

Personal Care and Support

Family Care
01.2023 - 03.2024
  • I took a sabbatical to provide full-time care for my ailing mother overseas while reconnecting with family across two continents
  • During this time, I also focused on continuing education and personal development

Director of Operations, Customer Experience-Truist Bank

Cognizant Mortgage Services Corporation
03.2021 - 12.2022
  • Company Overview: Cognizant Mortgage Services Consulting
  • Directed end-to-end mortgage projects for North American clients, managing all operational aspects of the mortgage department
  • Led client engagement and coordinated across delivery, operations, and finance teams, ensuring seamless collaboration
  • Developed strong vendor relationships, achieving a 30% reduction in project costs
  • Directed a team to achieve a 100% quality rating, optimizing credit qualification standards and underwriting procedures, resulting in a 65% boost in project efficiency and reduced operational risk
  • Successfully managed budgets totaling $90 million, delivering detailed annual financial reports, monitoring expenditures, and implementing corrective actions while staying within financial targets
  • Supervised daily operations to ensure compliance with Service Level Agreements (SLAs) & (KPIs), improving service delivery and maintaining consistent operational performance
  • Spearheaded transformation initiatives, driving process improvements, and fostered a continuous improvement culture across the department
  • Acted as a key escalation point between clients and the team, resolving complex issues that resulted in a 20% increase in client satisfaction and retention
  • Executed additional duties as assigned by management, contributing to overall operational success
  • Cognizant Mortgage Services Consulting
  • Reason for Layoff: Company-wide downsizing due to an industry-wide downturn in the mortgage sector

Divisional Operations Director, Customer Experience-Wells Fargo Bank/Call Center

Digital Risk Corporation
09.2020 - 03.2021
  • Ensured operational efficiency of mortgage loan modifications by conducting comprehensive credit analysis and underwriting reviews
  • Served as primary contact for client communication and senior management, consistently meeting expectations
  • Led and managed onshore teams across 10 U.S
  • Locations to optimize performance
  • Oversaw a remote BPO team utilizing Teams and Dropbox, comprising 10 SPOCs and managers with 150 agents across the U.S., improving quality accuracy rate from 60% to 95%
  • Ensured strict adherence to budgetary and contractual compliance, effectively managing the budget totaling $90 million
  • Consistently achieved and maintained KPI scores above 90% across my U.S
  • Teams
  • Implemented a Loss Mitigation Manager scorecard to monitor performance and initiate corrective actions
  • Monitored inbound call production and performance, ensuring staff met and exceeded defined production expectations
  • Continuously enhanced quality metrics, surpassing client goals and expectations
  • Trained, coached, and coordinated staff performance across 10 locations, ensuring consistency and high performance
  • Contract Successfully Completed

Senior Funding Analyst, Auto/Call Center

Capital One Inc.
06.2019 - 09.2020
  • Managed loan caseload for processing funding, underwriting, reviewing, verifying, and processing loan documentation for Capital One customers
  • Utilized outbound calls, zoom meetings with third-party partners, and customer communication to obtain necessary documents
  • Secured contracts for 47% of total contracts funded within two hours
  • Contributed to the company's record-breaking net income of $1 billion in 2019
  • Achieved the highest team productivity by processing an average of 156 daily loans

Account Manager, Collections/Call Center

Fay Servicing Inc.
07.2018 - 06.2019
  • The primary responsibility is to resolve early delinquency through collections activities the administration process and risk management tasks
  • Collaborated with other account managers to provide high-quality client service through outbound calls to loan customers
  • Managed a portfolio of mortgage-backed securities, focusing on loss mitigation and non-retention options
  • Handled an average of 125 calls daily, using Zoom to resolve mortgage account issues with third parties
  • Reduced non-performing loans from 12% to 3% through quality enhancements
  • Served as the primary point of contact for team members and managed investor relationships

Area Operations Manager, Quality Assurance/Call Center

Teletech Inc.
09.2017 - 12.2017
  • Led training for call center representatives handling inbound calls for national disaster relief efforts for FEMA clients across multiple states
  • Supervised a team of 30 QA analysts
  • Onboarded 600 agents, providing comprehensive call and product knowledge training and risk management guidance
  • Established a SharePoint site to generate detailed reports for internal and external FEMA executives
  • Launched an operational call center five weeks ahead of schedule, achieving a high-quality assurance rate with 4-6 daily evaluations
  • (180 evaluations per day)
  • Contract Successfully Completed

Program Operations Manager, Customer Experience-Altria Group/Call Center

PFSWeb
03.2016 - 12.2016
  • Revamped a failing call center with a $55 million budget, managing a team of 60 employees and 6 analysts
  • Provided clients technical assistance through a 3-tiered support center, resolving issues via phone, chat, or email
  • Implemented project tracking for timely delivery and presented B2B status in monthly client meetings as a leadership team member
  • Reduced call escalations by 80% within 90 days
  • Maintained over 95% in various metrics including Average Call Abandonment Rate, Percentage of Calls Blocked, Average Time in Queue, Service Level, Average Speed of Answer, Average Handle Time, After Call Work Time, and First Call Resolutions
  • Improved combined SLAs to 90%+ within 90 days, transforming the department from failing 7 of 8 SLAs to passing 8 or 8 SLA requirements
  • Consistently resolved escalated client/consumer issues within the required 72-hour period, with an average resolution time of 24 hours
  • Reduced attrition from 20% to 12% by implementing a $50K client-approved employee incentive program and enhancing communication channels to boost morale
  • Decreased appeasement/fulfillment escalations from 36% to below 15% month-over-month
  • Developed a new onboarding training manual, reducing training time from 5 weeks to 2 weeks, and hired a full-time trainer to create and manage employee e-learning tools

Director of Operations, Co-Owner

Estate Liquidations Sales
07.2014 - 04.2016
  • Managed estate sales operations, overseeing multiple new accounts and serving as the primary contact for clients and hourly employees
  • Handled bookkeeping responsibilities, including payroll for 6 employees, and managed funds received and client payouts
  • Successfully managed a portfolio of multiple new accounts, ensuring client satisfaction and retention
  • Streamlined estate sale operations, improving overall efficiency and profitability
  • Maintained accurate bookkeeping, including payroll processing and fund management, ensuring timely and precise client payouts
  • Built and maintained strong client relationships, resulting in repeat business and positive referrals
  • Supervised and coordinated a team of 6 employees, fostering a productive and positive work environment

Assistant Vice President, Bankruptcy, Collections

CitiMortgage, Inc.
11.2008 - 07.2014
  • Led the restructuring of Bankruptcy operations, managing a team of 30 employees and overseeing over 100,000 loans annually
  • Specialized in resolving complex bankruptcy matters including adversary proceedings, motions, and sanctions
  • Directed the Bankruptcy team to effectively handle the default portfolio, collaborating with internal and external legal counsel, and overseeing the Residential Attorney Vendor Review Team
  • Increased QC/QA pass rate to 99.7% and reduced vendor fail rate to less than 1%
  • Negotiated effective settlement agreements with opposing counsel and business owners, minimizing losses and risk
  • Surpassed the goal of reviewing 12 accounts per agent within 30 days, achieving 20-25 accounts per agent within 60 days
  • Maintained Auxiliary time consistently below 1% for 12 months, exceeding performance expectations
  • Recognized with the Most Improved Team award for Q3 and Q4, consistently meeting goals for 11 months out of the year

Education

Bachelor of Arts (BA) - Public Relations & Advertising, Business Management

University of Arkansas

Skills

  • Operations
  • Project Management
  • Process Improvement
  • Policy & Procedures Development
  • Training & Development
  • Change Management
  • Quality Control
  • Budget Planning & Management
  • Audits
  • Vendor Management
  • Report Generation
  • Multi Site Operations
  • Analytics
  • Capacity Planning
  • Forecasting
  • Scheduling
  • Stakeholder Collaboration
  • Continuous Improvement
  • Recruiting
  • Performance Evaluations
  • Strong Customer Service Standards
  • Industry Trends
  • Adaptive
  • Value Add
  • Microsoft Office Suite
  • SharePoint
  • BPO
  • Nice
  • Avaya
  • Amazon Connect
  • MSP
  • FileNet
  • Teams
  • One Driver
  • Green Lean Six Sigma
  • DocVelocity
  • VendorScape
  • Citilink

Certification

  • Residential Mortgage Lender NMLS Credential ID, 736457
  • Inventory Quality Control
  • Introduction to Lean Six Sigma Yellow Belt
  • Lean Six Sigma Green Belt
  • Standard ISO 9002 Quality Management System (QMS)

Criticalcompetencies

Operations, Project Management, Process Improvement, Policy & Procedures Development, Training & Development, Change Management, Quality Control, Budget Planning & Management, Audits, Vendor Management, Report Generation, Multi Site Operations, Analytics, Capacity Planning, Forecasting, Scheduling, Stakeholder Collaboration, Continuous Improvement, Recruiting, Performance Evaluations, Strong Customer Service Standards, Industry Trends, Adaptive, Value Add, Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook), SharePoint, BPO, Nice, Avaya, Amazon Connect, MSP, FileNet, Teams, One Driver, Green Lean Six Sigma, DocVelocity, VendorScape, Citilink

Timeline

Personal Care and Support

Family Care
01.2023 - 03.2024

Director of Operations, Customer Experience-Truist Bank

Cognizant Mortgage Services Corporation
03.2021 - 12.2022

Divisional Operations Director, Customer Experience-Wells Fargo Bank/Call Center

Digital Risk Corporation
09.2020 - 03.2021

Senior Funding Analyst, Auto/Call Center

Capital One Inc.
06.2019 - 09.2020

Account Manager, Collections/Call Center

Fay Servicing Inc.
07.2018 - 06.2019

Area Operations Manager, Quality Assurance/Call Center

Teletech Inc.
09.2017 - 12.2017

Program Operations Manager, Customer Experience-Altria Group/Call Center

PFSWeb
03.2016 - 12.2016

Director of Operations, Co-Owner

Estate Liquidations Sales
07.2014 - 04.2016

Assistant Vice President, Bankruptcy, Collections

CitiMortgage, Inc.
11.2008 - 07.2014

Assistant Vice President, Workforce Capacity Planning

CitiMortgage, Inc.

Assistant Vice President, Loss Mitigation/Collection/Call Center (Remote)

CitiMortgage, Inc.

Assistant Vice President, Pre-Foreclosure & Offshore

CitiMortgage, Inc.

Bachelor of Arts (BA) - Public Relations & Advertising, Business Management

University of Arkansas

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