Sr VP Operations

Posted on: 2006-03-09

Kathi Harvey 1430 E. FOOTHILL BLVD, GLENDORA, CA 91741 (626)914-4146 Home (626)340-9956 Cell LSI CREDIT SERVICES/FIDELITY NATIONAL FINANCIAL, PASADENA, CA. SR V.P. OPERATIONS 2001-Present Creation and implementation of Quality Control program, employee incentive program, Cstat survey creation, deployment and tracking mechanisms, along with other various reporting matrixes such as production volumes, ACD call reports, maintaining acceptable full time equivalent counts and budget objectives. Interact with various Mortgage Lenders and Brokers in both retail and wholesale environments. Interrelate with Sales Staff to resolve escalated issues and manage customer expectations. Manage and motivate Operations Manager, Training/Development Manager, Team Leaders and Production/Customer Service staff. Review and/or approve staff acknowledgments, performance evaluations, disciplinary actions, payroll and scheduling. Reporting directly to Divisional Chief Operating Officer. LANDSAFE CREDIT, ROSEMEAD, CA. V.P. OF OPERATIONS 2000–Present Research, development and implementation of new product lines, production workflow analysis and operational cost saving enhancements. Creation, maintenance and review of production and call volume reports. Manage and motivate Divisional Managers, Supervisors and Production/Customer Service staff of 130. Review staff acknowledgements, performance evaluations, disciplinary actions, payroll and scheduling. Reporting to Senior Vice President of Operations. DIVISIONAL MANAGER 1998-2000 Manage and motivate Supervisors, production and customer service staff of 95. Interact daily with various divisions of Countrywide Home Loans, broker mortgage companies and consumers to resolve issues requiring management attention. Development and maintenance of production charts. Employee acknowledgments, evaluations, disciplinary actions, payroll and scheduling. Reporting directly to Senior Vice President of Operations. FACTUAL DATA SOUTHWEST DALLAS, TX. CUSTOMER SERVICE MANAGER 1997-1998 Interact daily with mortgage companies, consumers and the corporate office to solve various issues. Developing and maintaining charts and procedures required by the owner and Regional Director. Manage and motivate production and customer service employees. Employee acknowledgments, reviews, disciplinary actions, payroll and scheduling. Reporting directly to the Regional Director. FIRST AMERICAN R/E INFORMATION SERVICES INC. IRVING, TX. DISTRIBUTION/MAILROOM SUPERVISOR 1995-1997 Daily communication with express carriers and postal services to resolve various shipping and mailing issues; employee acknowledgments, reviews and disciplinary actions. Manage and motivate distribution employees towards achievement of daily goals; interact daily with area service centers in the production and shipment of Tax Amount Reports to clients. Reporting directly to Tax Pay Vice President. PRODUCTION/CUSTOMER SERVICE SUPERVISOR 1986-1995 Responsible for meeting daily production goals, monthly status reports, creation and maintenance of charts and procedures required by upper management. Manage and motivate production employees and customer service employees. Interact daily with mortgage companies and consumers to solve various problems. Employee acknowledgments, reviews and disciplinary actions. Direct assistant and back up to the branch Manager. TECHNICAL SKILLS 10-KEY, MICROSOFT WORD, EXCEL, LOTUS NOTES, 40-45 WORDS PER MINUTE TYPING SKIL