Chad D.

Parker
2391 Mossy Bank Drive, #7, Sacramento, CA 95833 (916) 947-1108, cp80bad0@westpos
t.net
Organized, thorough and accomplished Operations Manager with proven success in l
eading others through change, risk reduction, customer satisfaction analysis and
process improvement initiatives while balancing competing priorities. Experien
ced in creating new procedures, reports, proposals and analyses that have become
integral parts of day-to-day servicing operations. Objective and progressive w
ith dynamic leadership and business acumen to produce exceptional results. Exce
llent aptitude to be concise, complete, rational, objective and credible in both
written and oral communications.
AREAS OF EXPERTISE
* Risk Identification & Control * Diversity Training Facilitation / Discussion
* Process Streamlining * Quality Analysis & Program Development
* Change & Project Management * Customer Satisfaction Management

EXPERIENCE & ACHIEVEMENTS

BARCLAYS CAPITAL (HOMEQ SERVICING), Sacramento, CA 1997-Present
Assistant Vice President, Adjustable Rate Mortgage (ARM) Servicing Manager (2008
to Present)
Manage day to day operations of ARM Department ensuring all required interest ra
te adjustments take place in accordance with state and federal requirements. Ov
ersee all maintenance activities performed on adjustable rate accounts (includin
g high volume of modifications).
RISK REDUCTION & PROCESS DEVELOPMENT
* Led the transition of Adjustable Rate Mortgage Division from East Coast to Wes
t Coast site; improving risk assessment from a Significant Improvement Needed to
a Satisfactory rating in less than a year; eliminating exceptions from Federal
Regulation AB audits from outside auditing firm.
* Created exception reports, risk control matrices and assessment requirements t
hat curtailed loan exceptions, FTE requirements and senior management oversight.
* Implemented, developed procedures & trained associates for new processes which
included Payment Option ARMs, modification of loans, buydown/subsidies and Serv
icemember's Civil Relief Act ARM changes reducing exposure to company and reduct
ion in process timeframes.
Assistant Vice President, Service Measurement Manager (2005 to 2008)
Managed customer experience for $25 billion mortgage servicing company including
management of quality review process for verbal and written communications, ove
rsight of vendor relationship with customer satisfaction survey, administration
of customer dispute process and training of 1,200 associates in service measurem
ent philosophies.
INCREASED CUSTOMER SATISFACTION & DIVERSITY AWARENESS
* Increased first call resolution scores from 50% to 79% by increased education
and awareness.
* Increased quality standard results for verbal and written communications throu
gh use of calibration meetings, education, reporting and one-on-one trainings.
* Led company-wide service measurement initiatives to ensure customer-impacting
issues/deficiencies were resolved and permanent improvements were implemented.
* Facilitated Diversity Awareness training seminars to over 300 associates.
* Spearheaded focus group process to ascertain diversity related issues; collabo
rated with other business leaders and consultants to bring diversity awareness a
s a core competency of company; assisted in raising diversity as the strongest m
anagement characteristic in company survey.
Customer Service Manager (2004 to 2005)
Managed call center team of 20+ handling over 100K calls monthly on mortgage loa
ns. Handled customer escalations of a complex nature.
EMPLOYEE DEVELOPMENT
* Initiated, managed and developed Customer Service Career Development Program -
successfully increasing employee skill sets and marketability.
* Managed new hire training program - including content, assessments, follow-up
and refreshers.
Senior Risk Analyst (2003 to 2004)
Analyzed mortgage servicing operations for adherence to state and federal regula
tions as well as procedure guidelines and prepared detailed written reports of f
indings and recommendations for improvement. Reviewed origination and servicing
loan files for identification of suspected fraudulent activity.
RISK & FRAUD IDENTIFICATION
* Conducted detailed analysis of accounts identified as suspected fraud. Commun
icated with business units, external clients and law enforcement to resolve frau
d investigations. Submitted Suspicious Activity Reports to Legal Department.
* Identified risk in business practices that previously went undetected, saving
company exposure to outside agencies / fines.
* Assisted in off-site due diligence efforts of prospective and existing client
portfolios.
Project Manager (2001 to 2003)
Spearheaded in-depth department and process review for identification of improve
ments. Coordinated and lead cross functional teams in large procedure enhanceme
nts for cost, turn time and FTE reduction.
PROCESS IMPROVEMENT & COST REDUCTION
* Saved on average $170,000 in process improvements annually.
* Saved over 5,800 hours by reducing process turn time - increasing capacity and
customer satisfaction.
* Bridged communication gaps between existing departments.
Collections/Skip Tracing Manager, Senior Operations Analyst (1997 to 2001)
Manage call center team consisting of Collection Representatives and Skip Tracin
g Analysts tasked with finding solutions for customers to reduce outstanding del
inquencies. Created and analyzed reports that contained data that assisted in r
educing delinquencies and improving employee effectiveness.
EMPLOYEE MOTIVATION
* Cultivated a competitive environment that resulted in increased productivity a
nd quality results which ultimately increased collection penetration rates and l
oan modification volume.
* Involved associates in incentive discussions and goal setting to obtain buy-in
and ensure success of programs.
RELIANCE INSURANCE COMPANY, Rancho Cordova, CA 1991-1997
Senior Premium Accounting Analyst (1991 to 1997)
Maintain relationship with California Insurance Agents and underwriting associat
es in an effort to cure delinquencies and resolve account discrepancies.
REDUCED DEFICIENCIES
* Brought delinquency levels of previously challenging agencies to acceptable st
andards.
* Increased agency cooperation which allowed for additional workload handling an
d reduced FTE expenses

EDUCATION * TRAINING *MEMBERSHIPS

MASTERS OF BUSINESS ADMINISTRATION, Human Resources, NATIONAL UNIVERSITY, Sacram
ento, California
BACHELOR OF SCIENCE, Business Management, UNIVERSITY OF PHOENIX, Sacramento, Cal
ifornia
ASSOCIATE OF ARTS, General Business, AMERICAN RIVER COLLEGE, Sacramento, Califor
nia
Loan Administration Certification, MORTGAGE BANKERS ASSOCIATION
Senior Member, ASQ (American Society for Quality)