Marc Wilson

Experience

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  Montgomery wards

  Nov 1998 - Mar 2001

  Electric Avenue Manager

  • Produced Highest Sales volume increased and gross profit in region for 1999 and 2000• Directly Managed up to 25 employees with limited supervision of up to 103 employees• Hired and conducted training of employees for Electronics, Appliances, Lawn and Garden• Responsible for merchandising and planogram changes to maximize sales opportunities• Improved customer experience through employee Seymour Smiles campaign, diplomatic problem solving and complaint resolution

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  Staples

  Mar 2001 - Oct 2001

  Sales Manager

  • Developed a District wide community out reach program “The Academic Awards Program” for company to recognize student’s academic achievements• Responsible for direct management of technology center, office furniture, copy center and business equipment• Improved store’s sales through retraining of sales staff and securing of commercial accounts resulting in the store going from under performing to exceeding goal within three months• Updated, completed and corrected Human Resource Records to achieve compliance with Federal regulations and company policies Show less

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  AutoNation

  Oct 2001 - Aug 2004

  Servicer Advisor/Internet Sales Manager/Asssitant Sales Manager

  • Top 100 Internet car sales department in the country “Wards” Magazine• Responsible for New and Used car inventory on-line Marketing strategy• Managed internet sales team leading them to the “Wards” magazine top 100 car dealership list• Negotiated sales transactions with consumers, commercial accounts and government entities • Aged inventory audits and formulation of marketing strategy to sale inventory within floor plan• Negotiated and conducted dealer trades• Assist with the training new sales staff and closing of sales transactions• Sold automotive service to consumers, commercial accounts and government entities• Ford Master Certified Commercial Sales, Finance, Sales• Ford certified Sales Manager, Service Advisor and Truck Sales• Represented Payton Wright Ford at Chamber of Commerce, American Business Club, Grapevine’s Festivals and in Tarrant County Shepherd’s Guide Show less

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  Nationstar Mortgage

  Aug 2004 - Jan 2017

  Vice President

  Vice President of Customer Service over Irving call center with up to 120 employees with a leadership role with 800+ FTE on/offshore vendor agents from June 2010 till July 2015. Vice President Servicing Operational Risk July 2015 till January 2017. • Service Quality Measurement (SQM Group Inc) 3 times awarded first call resolution improvement award for 5+ point year over year improvement, Silver Award for Best Coaching Protocol, Bronze Award for Best Agent Recognition Program• Complaint Resolution team performed deep dive analysis of complaint data and research to implement process improvements reducing complaints 64%.• Account Services and Mortgage Insurance Quality Control development, testing and reporting 63% reduction in payment misapplication as % of total transactions• Facilitated voice of the customer centric soft skills training from analysis of survey data 54% reduction in verbal escalations per 1,000 calls taken.• Instrumental in opening call centers in Scottsbluff, NE; Manila, Philippines and Sacramento, CA. and Business Continuity Plan development and owner.• 31% reduction in annualized cost per loan in Customer Service• 43% reduction in vendor call center transfers (as % of total calls) back to NSM Customer Service• 44% increase in Call Center service level and a 78% decrease in abandon rate.• Customer Experience – Increase customer satisfaction scores, improve key performance indicators, reduce complaints and increase customer loyalty • Manage human resources through workforce management principals to meet forecasted needs • Strategic planning and execution for continuous incremental improvement• Quality control develop and manage Account Services quality control processes to ensure quality and accuracy of work performed and score card development and performance tracking• Complaint resolution- perform deep dive analysis of complaint data to drive process improvements and employee soft skill training to dramatically reduce complaints Show less

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  Fay Servicing, LLC

  Apr 2017 - Aug 2018

  Assistant Vice President

  Account Management• Private Label Bankruptcy Mortgage Loss Mitigation and Loss Mitigation-Directly Manage Account Managers performing Loss Mitigation Activities inbound and outbound Loss Mitigation calls, SPOC assignment, outbound call strategies to meet FHA, FNMA and FHLMC call requirements, Manage DMM Portal communications and Bankruptcy Mediations, assist customers with submitting universal borrower assistance packages, successfully cure delinquent accounts, disaster calls, welcome calls, and complaint resolution calls.• Agent level daily call strategy and prioritization, agent and vendor oversight call calibrations for compliance and customer centric call handling, Workforce management to optimize phone coverage, coordinate cross departmentally to ensure customer needs are met timely, employee coaching and development to achieve highest level of productive complaint customer centric experience, Salesforce Voice of the Customer and Case training, tracking and resolution. • Know Your Options Customer Centric Call Handling Training Development and Facilitation, Changes in Policy and Procedure Training and Facilitation. Show less

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  U.S. Bank

  Aug 2018 - now

  Assistant Vice President Business Risk Performing Operations Control

  • Performing Operations Control for Consumer and Business Banking Operations Departments Customer Service Call Center, Branch Liaison Call Center, Consumer Bureau Management, Centralized Receivables Services Call Center, Letters, Statements and Year End.• Process Risk Control build out, enhancement and documentation. Monitoring of Controls being performed and effectiveness of Controls to mitigate risk to an acceptable level.• Review, approval and timely submission of Business Line Audit Responses to Office Comptroller Currency, Consumer Financial Protection Bureau, GNMA, HUD, FNMA STAR, FHLMC, FHLB of Cincinnati, Fair Responsible Banking Division, Corporate Audit Services, Compliance Quality Assurance, S&P, Private Investors and various States.• Work with Business Lines to implement process changes to meet the requirements from regulatory changes, improve operational performance and/or mitigate risk. • Risk and Control Self-Assessment (RCSA) Management including Risk Assessment Unit Signoff, Control Documentation, Inherent Risk Rating and Residual Risk Rating Justifications.• Business Line support with Centralized Issue Tracking (CIT) and Enterprise Compliance Risk Assessment (ECRA)• Risk and Compliance Training Curriculum Review and Assessment for Consumer and Business Banking Operations (CBBO) • Talk to U.S. Bank Employee Survey (TTUS) Champion for Performing Servicing Operations Control and Centralized Receivables Service • Disaster Recovery Planning and Testing for Performing Servicing Operations Control• Exam Management System Exam Manager for Performing Consumer and Business Banking Operations Show less