Monica Shepherd
Phoenix
Summary
Operations leader with 25 years of experience in process optimization and team management. Achievements include enhanced productivity and increased employee satisfaction through strategic problem-solving and collaboration. Expertise in developing high-performance work environments that consistently drive results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director, Collections & Recovery Support
BECU
Tukwila
06.2023 - Current
- Lead strategic solutions for loan loss recovery, bankruptcy/foreclosure management, and real estate owned (REO) to minimize risk exposure and maximize financial returns for members.
- Empower and mentor a high-performing team, ensuring compliance with federal and state regulations, and driving operational excellence.
- Develop and implement departmental goals aligned with BECU's portfolio management strategy.
- Oversee resource allocation, budget management, and performance optimization through data-driven reporting and dashboards.
- Enhance member experience by delivering timely, accurate, and effective recovery services.
- Drive continuous improvement in asset loss management policies and procedures to strengthen financial security and operational efficiency.
- Ensured compliance with all relevant regulations, policies and procedures.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for process optimization through data analysis.
Operations Director
Progress Residential
Scottsdale
04.2022 - 06.2023
- Managed a team of 60 phone agents in the Evictions Call Center, ensuring efficient handling of sensitive resident situations, and compliance with legal standards.
- Oversaw a separate team of 40 agents in the Account Services Contact Center, focusing on rent payment inquiries, account maintenance, and customer support.
- Led and developed cross-functional teams in QA, Telephony, and WFM.
- Managed an offshore team of 15 collections agents.
- Implemented performance tracking, provided ongoing coaching, and drove initiatives to improve call resolution times and customer experience.
- Played a key role in training, onboarding, and developing agents for advancement within the company.
- Reduced processing time by 7% through cascading departmental goals.
- Improved production using performance benchmarking and weekly reviews.
- Streamlined processes to enhance production and market relationships.
- Implemented new payment processes, increasing accuracy and efficiency.
- Thrived in ambiguity, proactively developed business areas and multiple priorities
- Collaborated with other departments to ensure that all operations were running smoothly and efficiently.
- Resolved customer complaints promptly and professionally.
Vendor Operations Manager
LoanDepot
Scottsdale
03.2020 - 04.2022
- Reduced processing time by 7% through cascading departmental goals
- Improved production by 30% via performance benchmarking and weekly reviews.
- Lead cross-functional teams (invoicing, appraisal, and vendor management).
- Streamlined processes to enhance production and market relationships with branches and appraisers nationwide.
- Implemented new payment processes, increasing efficiency for residents.
- Negotiated pricing and terms with existing vendors on behalf of the company.
- Assisted in the development of policies and procedures related to vendor oversight.
- Managed day-to-day communications with multiple vendors simultaneously.
- Maintained accurate records of all vendors and their contracts.
- Monitored vendor performance against contracted service level agreements.
- Identified opportunities for process improvements within the vendor management program.
- Analyzed vendor performance data to identify areas for improvement or cost savings opportunities.
Training & Development Specialist II
Cenlar
Tempe
04.2016 - 04.2020
- Managed and developed eight trainers in a high-volume environment.
- Designed and implemented new training programs and SOPs.
- Addressed ongoing training needs in collaboration with business leaders.
- Developed onboarding guides and tools for consistency.
- Trained new hires and managers across multiple business functions.
- Partnered with business units to close performance gaps
- Collaborated with subject matter experts to develop content for courses offered by the organization.
- Recommended changes based on feedback from learners or other stakeholders.
- Delivered technical training sessions for new hires and existing staff members.
- Coached and mentored new hires on the job skills needed to succeed in their positions.
- Assisted in developing strategies for ongoing professional development plans.
- Analyzed performance metrics to measure effectiveness of training initiatives.
- Developed and implemented comprehensive training programs to meet organizational objectives.
Loss Mitigation Supervisor
Chase
Scottsdale
03.2007 - 04.2016
- Leadership: Progression from agent to supervisor, managing teams (up to 30 agents).
- Ensured compliance with all regulatory guidelines.
- Implemented new business models to increase production.
- Developed audit tools, and managed recruiting, hiring, and training initiatives.
- Partnered with business units to close performance gaps.
- Identified and implemented process improvements to enhance efficiency.
- Made informed decisions using data, documented policies, and data analysis.
- Maintained accurate records of all communications with customers regarding their accounts.
- Participated in training sessions related to consumer protection laws, best practices in customer service, and risk management procedures.
- Researched new regulations related to consumer protection laws impacting loss mitigation activities.
- Evaluated escrow accounts associated with loans being modified or restructured.
Education
MBA - Strategic Human Resource Management
Grand Canyon University
Phoenix, AZ01.2015
Bachelor of Science - Management
University of Phoenix
Phoenix, AZ01.2009
Associate of Arts - General Studies
Cuyamaca College
El Cajon, CA01.2004
Skills
- Operations management
- Process improvement
- Team leadership
- Strategic planning
- Cross-functional collaboration
- Vendor and stakeholder management
- Training and development
- Data analysis
- Change management
- Communication skills
- Budget management
- Performance optimization
References
Available upon request.
Certification
- Six-Sigma greenbelt in progress
Languages
English
Native/ Bilingual
Timeline
Director, Collections & Recovery Support
BECU
06.2023 - Current
Operations Director
Progress Residential
04.2022 - 06.2023
Vendor Operations Manager
LoanDepot
03.2020 - 04.2022
Training & Development Specialist II
Cenlar
04.2016 - 04.2020
Loss Mitigation Supervisor
Chase
03.2007 - 04.2016
MBA - Strategic Human Resource Management
Grand Canyon University
Bachelor of Science - Management
University of Phoenix
Associate of Arts - General Studies
Cuyamaca College
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