Gia Shannon

Experience

• 

  Thomas Havey LLP

  Jan 1990 - Jan 1995

  Auditor
• 

  GMAC/Residential Capital Corporation

  Jan 1995 - Feb 2013

  Vice President / Director / Manager

  Held various positions for 18 years servicing 2.2 million loan portfolio including Contact Center Operations, Loan Integration, Transfer Management, Repurchase Oversight, Loan Audit, and Sales & Acquisitions.

• 

  Ocwen Financial Corporation - US

  Jan 2013 - Jan 2019

  Responsible for call center operations including customer experience, escalation management and email communication, strategic planning, budget and performance execution for 1.2 million loans. Manage collection strategy and relationships with investors. Responsible for all aspects of management of multiple lines of business in multiple locations including on and off shore staff. Present management includes Pre Foreclosure Timeline Management, Liquidation Claims, Corporate Advance Invoice Reconciliation, ARM Administration and SCRA Compliance. Business lines all require operation oversight, strategic planning, analytical budgeting, and execution of business objectives. Oversaw leadership, strategic planning, budget execution, and overall customer service delivery, including research and correspondence support for servicing operations. Responsible for meeting internal and client-driven service levels as well as strengthening internal and external partnerships to deliver premier customer service. Focused on quality results to limit risk and provide one call resolution to customers.

  • Vice President, Customer Contact Center

    Jan 2015 - Jan 2019

  • Vice President, Pre Foreclosure, Claims & ARM / SCRA Administration

    Jan 2014 - Jan 2015

  • Vice President, Contact Center Escalation Management

    Jan 2013 - Jan 2014
• 

  PHH Mortgage

  Jan 2019 - Sept 2019

  Vice President Customer Contact Center

  Responsible for global Customer Service operations including customer experience, escalation management and email communication, strategic planning, budget and performance execution for 1.4 million loans. Manage call center relationships and strategies with investors and clients.

• 

  Ocwen Financial Corporation - US

  Jan 2020 - Mar 2020

  Business Operations Consultant
• 

  Short's Travel Management

  Mar 2020 - Apr 2021

  Managed all aspects of Operations including staff, customers and clients, vendors, and technologies. Responsible for balancing service level standards, productivity goals, budget, and an ever-changing internal and external environment to achieve excellent service marks from customers while increasing efficiencies from revenue, cost and service deliverables that support company growth and profitability. Served as part of the executive team on strategy and execution in supporting our mission to enhance the experience of getting there, being there, and coming home. Show less

  • Chief Operations Officer

    Jun 2020 - Apr 2021

  • Business Operations Consultant

    Mar 2020 - Jun 2020
• 

  Guild Mortgage

  Oct 2021 - now

  VP, Servicing Operational Excellence