Summary
Overview
Work History
Education
Skills
Certification
Timeline
SoftwareDeveloper

Tracy Allen

Operations Manager
The Villages,FL

Summary

Seasoned Operations Manager and talented leader with 25+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Operations Manager

Benchmark Mortgage
Houston, Texas
06.2021 - 06.2022
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Reviewed shift reports to understand current numbers and trends.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Investigated and resolved departmental non-conformances.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.
  • Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Supervised 18 employees on processing shift, overseeing efficiency of Pipeline management and meeting all close dates early.
  • Reduced operational risks while organizing data to forecast performance trends.

Sr Vice President/Mortgage Division Operations Mgr

Cadence Bank
The Woodlands, TX
09.2018 - 03.2021
  • Managed 4 Processing and Closing Supervisors (Associates) and 30-35 processing and closing specialists.
  • Manage 1st lien processing, 1st lien closing department, 1st lien pre-closing department as well as 2nd lien processing, 2nd lien closing department with dotted line for Underwriting on both 1st and 2nd lien.
  • Productivity improvements: within first year more than doubled production of funded loans from 80 - 300 per month. Maintain and improve process efficiency and qualify standards adherence. Ensured staff performance exceeded Key Performance Indicators (KPI's).
  • Monitor departments, team and individual pipelines to prioritize files, load balance units for adherence with regulatory requirements and standards.
  • Proven experience of achieving and exceeding business targets.
  • Recruited, trained and developed staff including timely performance assessments related to career and performance coaching and guidance.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Build functioning processing, underwriting and closing team with employees onsite and remote.
  • Productivity improvements: within first year more than doubled production of funded loans from 80 - 300 per month. Maintain and improve process efficiency and qualify standards adherence.
  • Proven experience of achieving and exceeding business targets.
  • Review and monitor daily production reports to ensure compliance and oversee pipeline movement.
  • Oversee all daily production within my teams and each individual.
  • Customer Service: Work with key management team and operations staff to ensure customer needs are met, expectations are exceeded, and all concerns satisfied. Went from multiple weekly complaints to almost zero complaints by working with staff and pipeline to ensure closing dates were met and customers were contacted regularly.
  • Demonstrate and consistently apply highest standards to assure compliance and mitigate operational risks.
  • Build team sprit and morale through inclusive behavior and respect for diversity. Minimal attrition
  • Manage and control of operation costs.

Director of Operations

Sutherland Global Services
Houston, TX
12.2016 - 05.2018
  • Build and oversee successful Processing, Underwriting and Closing center supporting daily business for USAA Bank.
  • Managed 12-15 Team Supervisors (Associates) & over 150 processing, underwriting and closing specialists.
  • Daily oversight of processing, underwriting and closing departments to ensure that all Service Level Agreements (SLA's) were met.
  • Ensure loan quality scores were met with 99% or better in each department and that customer service was top priority.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Successfully outranked USAA staff with our superior success and improved process efficiency and quality standards across board.
  • Defined, implemented and revised operational policies and guidelines.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Review and monitor daily production reports to ensure compliance and oversee any aging loans in pipeline for resolution.
  • Daily pipeline management with each team manager to ensure targets were met or identify quick resolution on aged loans.

Regional Operations Manager

DHI Mortgage Company
Conroe, TX
08.2014 - 12.2016
  • Helped to build and manage successful Regional Processing Center. Started as one Regional Processing Center (RPC) and split into two separate, fully functioning locations within first year supporting North and South Houston.
  • Successfully moved Conroe, TX rankings from #27 amongst all processing sites to #9 in country to be one of top 10 processing site for DHI Mortgage by having lowest cost structure, highest builder capture rate, lowest Quality Control (QC) and top customer service.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Enhanced regional branch performance by implementing proven management processes to increase revenue.
  • Proven experience of achieving and exceeding business targets.
  • Review and monitor daily production reports to ensure compliance and oversee daily builder backlog for new added loans.
  • Daily meetings to review production with my team as well as builder directly.
  • Work with key management team and operations staff to ensure customer needs are met, expectations are exceeded and all concerns are satisfied.
  • Recruited, trained and developed staff including timely performance assessments related to career performance coaching and guidance.
  • Maintained up-to-date knowledge of industry practices and trends; identified opportunities for improvement of established process and enhanced customer service.

KYC Operations Manager

JPMorgan Chase
Houston, TX
05.2014 - 08.2014
  • Managed team of Know Your Customer (KYC) analysts who performed risk rating reviews on consumer and business bank accounts based on internal Anti Money Laundering (AML) guidelines.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Analysts were required to research customer business accounts and transaction activity to identify any risk to bank.
  • Maintain quality score of 98% or better
  • Reviewed shift reports to understand current numbers and trends.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.

Vice President/ Sr Processing Manager

JPMorgan Chase
Houston, TX
04.2012 - 05.2014
  • Helped to build and manage operations team in Retail line of business; started as overflow site supporting West Coast region, developed into independent site with our own volume within 1st year.
  • Implemented and standardized operating procedures to successfully fulfill mortgage loan originations in Texas, Louisiana and Oklahoma markets.
  • Ranked #1 in efficiency and productivity. Achieved #1 ranking in Retail Mortgage Banking by having lowest cost structure, highest output and funded loans per employee for last 5 months. Maintain and improve process efficiency and quality standards adherence.
  • Managed 6 Purchase Processing Team Supervisors (Associates) & over 60 loan processors.
  • Recruited, onboarded, coached and trained new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Improvements were seen in all company measured metrics.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Oversee all daily production within my teams to ensure staff performance exceeded established Key Performance Indicators (KPI's). Responsible for daily and monthly reporting requirements.
  • Conduct effective daily huddle with management to review daily performance and address any escalations immediately for resolution.
  • Build team spirit and morale through inclusive behavior and respect for diversity. Minimal employee attrition

Associate - Processing Team Manager

JPMorgan Chase
Downers Grove, IL
09.2006 - 05.2012
  • Mortgage Banking fulfillment supporting West Coast sales team in Consumer Direct and Retail lines of business.
  • Successfully managed team of 8-10 mortgage loan processors, 2 loan closers and 2 loan underwriters in a POD environment.
  • Ensured staff performance exceeded established Key Performance Indicators (KPI's). Responsible for daily and monthly reporting requirements, file preparation, clearing of title and vendor work to prepare files for signing at closing table within line of business service level agreements and turn times.
  • Daily disciplined pipeline management with team as well as sales. Monitored pipeline to loan balance units for adherence with regulatory requirements and standards.
  • Recruited, trained and developed new team members as well as completed mid year/year end performance assessments related to career guidance.
  • Month over month we were recognized for being top performing teas in department.
  • Nominated to work and assist on pilot project to improve efficiencies.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.

Senior Mortgage Loan Processor/Team Leader

JPMorgan Chase
Downers Grove, IL
01.1999 - 09.2006
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Prepared file for final clear-to-close by branch management.
  • Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Communicated with originator and applicant concerning progress of loan file.
  • Processed pipeline of loans ranging from 30-90 loans for month.
  • Processed loans for all top producing Loan Officers (LO's) on our team per their request due to being dependable, knowledgeable and team player.
  • Handled any conditions sent from underwriting departments.
  • Set up and completed loan submission packages.
  • Completed denial and cancellation procedures on applicable files.
  • Coordinated closing process with attorneys, title companies and government clerks.
  • Reviewed and validated details of loan applications and closing documentation.
  • Worked closely with my team manager to coach/mentor other processors within our team for success.
  • Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
  • Recognized month over month as top producer by Sr. Management.
  • Promoted to Processing Team Manager.

Education

Lake Central High School
Saint John, IN

Skills

  • Maintaining Compliance
  • Workflow Optimization
  • Budget Development and Management
  • Problem Anticipation and Resolution
  • Loan Origination
  • Credit Analysis
  • Team Management
  • Fair Housing Regulations
  • Recruiting
  • Onboarding and Orientation
  • Customer Service
  • Department Oversight
  • Focus and Follow-Through
  • Human Resources Oversight

Certification

NMLS #426795

Florida Notary Public

Timeline

Operations Manager

Benchmark Mortgage
06.2021 - 06.2022

Sr Vice President/Mortgage Division Operations Mgr

Cadence Bank
09.2018 - 03.2021

Director of Operations

Sutherland Global Services
12.2016 - 05.2018

Regional Operations Manager

DHI Mortgage Company
08.2014 - 12.2016

KYC Operations Manager

JPMorgan Chase
05.2014 - 08.2014

Vice President/ Sr Processing Manager

JPMorgan Chase
04.2012 - 05.2014

Associate - Processing Team Manager

JPMorgan Chase
09.2006 - 05.2012

Senior Mortgage Loan Processor/Team Leader

JPMorgan Chase
01.1999 - 09.2006

Lake Central High School

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Tracy AllenOperations Manager