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Wendy J Brown
Lincoln,CA
Summary
Forward-thinking team leader skilled at boosting efficiency to increase production and decrease cost. Proven track record matching employees with roles for maximum performance and higher levels of engagement and retention. Proactive, collaborative, innovative and hardworking. Focused on continuous operational improvement.
Overview
27
27
years of professional experience
1
1
Certificate
Work History
Operations Manager
Pride Global
New York, NY
08.2012 - Current
- Onsite vendor manager responsible for client engagement and satisfaction.
- Manage 40+ staff members providing back-office administrative support to client.
- Responsible for sourcing, interviewing, and hiring production staff embedded into onsite client facility.
- Train and direct production activities of all staff in order to meet strict client imposed SLA's on daily basis.
- Develop, optimize, and update all policies and procedures to ensure process consistency and risk mitigation across department.
- Establish positive and effective communication among client stakeholders, unit staff, and organization leadership, reducing miscommunications and missed deadlines.
- Create and update daily, monthly, and annual department production reports.
- Plan and resource personnel and logistics for operations resulting in highly trained personnel ready to act quickly in critical roles and to achieve historical 99% SLA.
- Manage departmental supply inventory and equipment performance to ensure uninterrupted supply chain and budgetary controls.
- Partner with off-shore colleagues to ensure end-to- end operational cohesiveness between on-shore and off-shore support services.
- Prepare detailed summary supporting monthly invoices for all services billed to client.
Hospice Volunteer
Sutter Health
Roseville, CA
01.2011 - 08.2012
- Prepared meals for individuals and assisted with feeding.
- Went above and beyond to help patients without local friends or families handle day-to-day needs.
- Carried out direct care based on caregiver, family or individual requirements.
- Supported families through difficult transitions and answered questions.
- Made home visits to patients outside of medical facilities to offer additional support.
- Ran errands for patients to collect or purchase needed items.
- Facilitated personal hygiene management, feeding and ambulation.
Vice President of Business Support Services
HomEq Servicing / Barclays Bank
Sacramento, CA
11.2006 - 12.2010
- Identified opportunities to improve business process flows and overall departmental productivity.
- Created and prepared appropriate documentation for annual budgets and senior leadership goals.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits. Assisted in build-out of 3 new facilities in support of divisional sale from Wachovia Bank to Barclays Bank.
- Managed oversight of five departments that supported operational success of HomEq Servicing: Facilities & Mail Services; Vendor Management; Business Continuity & Disaster Recovery; Contract Services; Policy & Procedures
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Member of HomEq Servicing Diversity, Equity and Inclusion Committee
Vice President, Loan Document and Data Mgmnt
HomEq Servicing / Wachovia
Sacramento, CA
01.2000 - 11.2006
- Identified and solved issues with production, workforce material sourcing to drive business objectives.
- Resolved issues and recommended actions based on production and compliance reports.
- Implemented LDDM Research Department team plan, clarified roles of members and introduced new processes to boost quality across departments.
- Oversaw business-wide changes to modernize procedures and organization.
- Managed 15 staff members who consistently met Quarterly KPI's.
- Diminished regulatory risks by overseeing adherence to mortgage servicing regulations
- Established performance goals for department and provided methods for reaching milestones
- Trained and received Diversity Practitioners Certification from Elsie Y. Cross & Associates which allowed the facilitation of DEI workshops across the footprint of the bank.
- Diversity Lead Coordinator for three divisions of Wachovia Bank: HomEq Servicing; Wachovia SBA; Wachovia Educaid
Assist Vice Pres, Loan Document and Data Mgmnt
The Money Store / HomEq Servicing
Sacramento, CA
07.1995 - 01.2000
- Upheld stringent bank standards for loan documentation and legal considerations.
- Enforced use of standardized forms and templates to achieve uniformity of communications across departments and functions.
- Encouraged employee development and training for assigned unit within department.
- Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
- Carefully reviewed all documents and reports for completeness and accuracy.
Education
Some College (No Degree) - Microbiology
Arizona State University
Tempe, AZSkills
- Performance Monitoring and Evaluation
- Workflow Optimization
- Staff Management
- Production Optimization
- Cultural Awareness
- Operational Efficiency
- Policies and Procedures Implementation
- Supply Chain Management
- Cross-functional communications
- Strategic partnerships
- Ability To Lead Teams
- Quality Assurance Standards
- Staff Development
- Written And Interpersonal Communication
- Maintain Quality Standards
Certification
- Diversity Practitioner, Homeq Services - 2005-2010
Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Operations Manager
Pride Global
08.2012 - Current
Hospice Volunteer
Sutter Health
01.2011 - 08.2012
Vice President of Business Support Services
HomEq Servicing / Barclays Bank
11.2006 - 12.2010
Vice President, Loan Document and Data Mgmnt
HomEq Servicing / Wachovia
01.2000 - 11.2006
Assist Vice Pres, Loan Document and Data Mgmnt
The Money Store / HomEq Servicing
07.1995 - 01.2000
Some College (No Degree) - Microbiology
Arizona State University