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KAREN METAXAS

3143 Rutledge Way * Stockton Ca., 95219


(209) 815-1122 * km54cbd2@westpost.net
OPERATIONS MANAGEMENT
Strategic Initiatives & Processes / Workforce Management / Goal Definition & Ach
ievement
Driven, accomplished leader with proven record of success developing and impleme
nting strategic operational and staff processes to propel goal achievement withi
n fast-paced environments. Results-driven, motivational team leader with experti
se in recruiting, developing, and mentoring teams to peak performances. Expertis
e in quality assurance and improvement, resource and staff allocation, and top-f
light customer satisfaction; able to optimize efficiency and productivity while
ensuring compliance to regulatory policies and procedures. Exceptional communica
tion, problem-solving, and organization skills.
CORE COMPETENCIES
* Strategic Operational Direction
* Quality / Performance Improvements
* Recruiting, Staffing & Training Initiatives
* Staff Coaching & Development * Client / Staff Relationship Management
* Staff Incentive Programs
* Team Building & Leadership
* Process Redesign & Change Management

PROFESSIONAL EXPERIENCE

Operations Manager, 2009 - 2010


Green Tree Servicing, San Ramon, CA
Oversee hiring, training, and motivate the collections department staff. Work wi
th senior management to formulate and interpret policies, set goals, and create
ways to increase overall productivity. Ensure operations are within standards of
the Company's guidelines as well as state and federal compliance regulations. M
anage team of Collectors and Collection Supervisors to perform at expected produ
ctivity, customer service, and efficiency standards; Ensure the department meets
or exceeds assigned delinquency goals and objectives. Assist collection supervi
sors with performance management and personnel issues.
Selected accomplishments:
* Consistently met delinquency goals
* Maintained a 1% turnover rate
* Continually provided positive, constructive feedback to staff members leveragi
ng relationship-building skills to develop top-performing and motivated teams
ASSOCIATE DIRECTOR, LOAN SERVICING AND DEFAULT, 2006 - 2009
COLLECTION / BANKRUPTCY MANAGER, 2001 - 2006
IRWIN HOME EQUITY, San Ramon, CA
Spearheaded operations and team leadership for call center staffed with 65 emplo
yees. Drove loss mitigation, collection claims, and operational strategies to en
hance efficiency and performance. Recruited, trained, and oversaw staff; coached
managers on effective motivational techniques. Created and organize motivationa
l staff contests. Conducted performance evaluations and wrote policies and proce
dures. Led monthly departmental meetings. Managed departmental budget. Resolved
client and staff issues.
Selected accomplishments:
* Successfully established new escrow department, including all operational poli
cies, team building, and customer service activities.
* Effectively streamlined processes to maintain an inbound abandonment rate of 1
%, significantly below 5% industry average.
* Reduced loan delinquency rate from 5% to 2.96% by developing improved hiring c
riteria for collectors, enhancing screening for job candidates, and providing mo
re comprehensive training.
* Maintained a zero turnover rate within collection unit.
* Continually provided positive, constructive feedback to staff members, leverag
ing open-door policy and relationship-building skills to develop top-performing
and motivated teams.
SENIOR UNIT MANAGER, HOME LOANS, 1999 - 2001
SENIOR UNIT MANAGER, LEGAL COLLECTION UNIT, 1997 - 1999
LEGAL COLLECTION SUPERVISOR, 1995 - 1997
PROVIDIAN FINANCIAL / FIRST SELECT CORPORATION, Pleasanton, CA
Advanced to oversee operations for Call Center and Collections, Legal Collection
s, and Support departments. Managed up to 50 staff members; developed and implem
ented training and motivational programs to improve employee performance. Coache
d supervisors on effective methods to resolve team performance issues. Tracked c
ustomer-focused campaigns to drive maximum productivity. Ensured compliance with
established policies and procedures.
Selected accomplishments:
* Consistently identified and established successful process improvements to boo
st efficiency while minimizing risk and loss.
* Decreased turnover and improved collection results by developing promotional t
iers for staff based on skill set and performance, providing incentives and enab
ling career and compensation growth.
* Played a key role as member of Change Management Team; composed and implemente
d workflow procedures to streamline operations.
* Fast-tracked into supervisory role for outstanding performance as Collector (1
993 - 1995)

EDUCATIONAL BACKGROUND

UNIVERSITY OF PHOENIX, San Ramon, CA


Bachelor of Science in Business Management , (2009)
Professional Development:
Mortgage Banking Certification in Servicing - Default Administration (2006)