Elvira Cortez: in Garden Grove, CA

Supervise staff and contractors in performance and execution of violation processing and debt compliance functions. ? Ensure department is within KPI guidelines (processing) ? Assist call center with overflow of volume to maintain KPI ? Review and analyze data and reports for conformance with best practices, established policies, procedures, contract requirements, and revenue expectations. ? Serve as business rule administrator by evaluating business rules and best practices and systems to develop recommendations, in consultation with contractors, consultants and attorneys, for the continuous improvement of violations processing and debt compliance functions and/or procedures. ? Effectively supervise staff by interviewing and selecting qualified individuals, training and coaching employees to promote staff development, communicating with staff about project and management issues in a positive manner, providing timely feedback on work assignments including performance appraisals, and coordinating division or unit work with other departments in a manner that moves projects toward successful and timely completion. ? Plans, organizes, coordinates and manages the facilitation of programs/projects and/or marketing promotions/campaigns in collaboration with other staff (e.g. Systems, Information Technology, Communications and Finance)

Demonstrate an aptitude for effectively solving complex customer service issues while delivering best in class service regarding home mortgage loans ? Inbound/outbound high call volume center ? Assist Supervisor with overflow of escalated calls ? Train and do side by sides

? Manage staff of 15 Representatives ? Manage call center wait times and abandon rates ? Perform daily QC call reviews ? Daily interaction with clients ? Review citations for corrections ? Train new staff

? Manage collection staff of 6 collectors ? Perform daily delinquency reports ? Review/ audit accounts ? Review accounts for repossession ? Negotiate settlements ? Prepare small claims ? Manage E-Oscar ? Work with Attorney on filing suits ? Work with several collection agencies ? Review and approve new vendors ? Prepare charge off reports

? Supervise collection staff of 9 ? Review work and monitor phone calls to verify adherence to company policies ? Prepare daily collection reports ? Review and approve accounts for repossession ? Audit accounts ? Prepare monthly calendar ? Train, coach & guide staff ? Hire new associates

? Responsible for collection team of 12 ? Prepare daily goals for staff ? Coach, train & mentor staff ? Annual reviews ? Review accounts for legal or repossession ? Interview/hire

? Collect on charge off shares ? Locate skip charge offs ? Settlements

Huntington Beach, CA - Recovery September 2008 - May 2009 ? Collect on charge off shares ? Locate skip charge offs ? Send accounts to small claims ? Assign accounts to attorney

? Supervise staff of 6 ? Set up dialer campaigns ? Run negative share reports ? Assist members in branch ? Coach, train & mentor staff

? Supervise team of 9 ? Coach, train & mentor ? Account audits/reviews ? Talk offs ? Side by sides

? Manage office of 9 collectors & 5 clerks ? Responsible for collections & operations ? Dealer development ? Day to day branch operations