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Work Background
PromotionalProducts.comOperations Assistant
Sep. 2019 - Jul. 2021
FreelanceVirtual Operations and Project Manager
Jan. 2009Des MoinesWorking for multiple clients in multiple roles: • Operations Manager for small publishing company
• Project/Operations Manager for large online business • Retail Business Manager
• All aspects of inventory management
• Review new retailer applications
• Set-up new accounts
• Handle on-going customer relationships
• Work with vendors to resolve problems
• Edit book that was published
• Provide advice on scope, etc
• Edit e-books
• Use existing videos to create Udemy course
• Write articles, sales copy
• Edit content for social network posting
• Manage social network accounts to promote user engagement
• Create monthly newsletters to deepen the relationship with the customer
• Re-purpose content for social media
• Project manage for website redesign
• Organize, manage and prioritize workflow and project lists
• Write compelling and informative articles and website copy
• Manage social network accounts to promote user engagement
• Built multiple websites
• Social media marketing
• Provide guidance and strategy
• Organize, manage and prioritize project lists
• Recommend new marketing, content and website ideas
• Source and manage other contractors to handle special projects
• Write website copy
• Built websites
• Provide guidance on marketing techniques
• Build membership site
• Complete extensive research on various tools and strategies
• Recommend new marketing, content and website ideas
• Review and test website updates to identify problems, typos and additional updates that are needed
• Handle correspondence from clients
• Review customer requests for new websites and handle additional requests
• Work with vendors and business partners as needed to complete projects
• Organize, manage and prioritize workflow and project lists
• Handle the day-to-day operations of a successful website
Self employedWebsite builder and online marketer
Jan. 2009 - Dec. 2012Websites
• TwoDogTownhouse (personal website)
• YourDesignerJeans.com
• ADietCommunity.com
• AboutRehabs.com
• YourNaturalHealingRemedies.com • Build the website in WordPress
• Keyword research
• Create website content
• Connect to social sites
CitiMortgage, Inc.Operations Supervisor
Jan. 2003 - Dec. 2009Des Moines, IowaOperations Supervisor, Lien Release Department, Des Moines, IA
Led a staff of 11 on-site and 8 off-site for the following functions:
Quality Control, Training, Redo (correspondence from customers, county offices, etc.) to facilitate the cost effective and timely recordation of Release documents. - Oversaw, directed and modified workflow to ensure compliance with Legal, State/County, Company and Department policies. - Reduced department turn times for customer and county correspondence from 30+ days to 15 days. - Designed the Des Moines Redo workflow, trained staff and implemented the work. - Increased Redo quality by creating controls and developing written procedures/standards for QA input and standardization of system memos.
- Developed an automated Redo daily compliance report which allowed tracking of volume, backlog, progress and prioritization of the workflow. - Reduced the training curve for processing a release from 4+ weeks to 2 weeks. - Reorganized and rewrote training material to be more user friendly and include many examples of what processors would actually see on the job. - Restructured training sessions and developed a detailed training plan to allow for better comprehension for class. - Developed, implemented and documented a QC process and new database for the Des Moines site. This helped reduce the QC scores from 90% to 98%.
- Increased efficiency within QC process.
- Developed test scripts, led testing, helped write specs for new programming and was the main problem solving business resource for the software vendor.
- Led the conversion of the (automated) Bulk Process to Citi. This allowed over 30% of the loans to be processed electronically. Continually updated procedures to improve quality. - Helped lead the integration of PRMI and ABN portfolios.
- Helped write specs and was the main tester for this conversion and additional system upgrades.
Principal Residential Mortgage, Inc.Release Manager
Jan. 1993 - Dec. 2003Des Moines, IowaHeld various positions throughout 10 years of constantly increasing levels of leadership and responsibility. Developed and led a knowledgeable, efficient and responsible staff who could handle any challenge given to them. Staff included 13 full-time and up to 52 temporary employees. Led the department as the volume increased from 2,900 per month to a high of 34,500 per month. Increased the number of releases completed per person/per day from 16.1 to 46.
- Defined the details and structure of multiple databases that streamlined processes, added more control over the process and worked together to make significant impacts on the workflow. - Developed and trained staff so they were responsible for a specific portion of the workflow. This gave staff more ownership in the work and allowed them to help identify additional efficiencies. Increased compliance % from 83% to 99%.
- Created reports to show past, existing and estimated future volumes.
- These new reports allowed temp staff to be added/trained before the work volume hit, full time staff to be better prepared and staff to be redirected as the volumes moved through the department.
- Held weekly staff meetings to review compliance numbers and developed staff to help identify ways to increase quality. - Converted the workflow from Microsoft Word to Rekon (vendor) software. Helped define the system needs and necessary software enhancements that were needed. - Oversaw the conversion from Rekon to Rekon 2000 software. This included requesting additional system enhancements, testing and implementation. Integrated the new Citi workflow 6 months earlier than the rest of the company while we continued to meet/exceed goals on the normal PRMI work. Led staff through a challenging transition to new company. Participated in 4 of the 11 projects that won a company contest asking employees to identify ways to save the company over $100,000 per year. Staff turnover during the last 7 years of leadership was 3 people.
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