Summary
Overview
Work History
Education
Skills
Certification
References
Work Preference
Timeline
Open To Work
Hi, I’m

Monica Shepherd

Avondale
Monica Shepherd

Summary

Self-motivated operations leader with a proven track record in process optimization, team leadership, and strategic problem-solving. Recognized for driving measurable improvements in productivity, efficiency, and employee satisfaction while fostering a collaborative, high-performance work environment

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

19
years of professional experience
1
Certification

Work History

BECU
Tukwila

Director, Collections & Recovery Support
06.2023 - Current

Job overview

  • 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

Progress Residential
Scottsdale

Operations Director
04.2022 - 06.2023

Job overview

  • Reduced processing time by 7% through cascading departmental goals
  • Improved production using performance benchmarking and weekly reviews
  • Lead and developed cross-functional teams in Evictions, QA and WFM
  • 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

LoanDepot
Scottsdale

Vendor Operations Manager
03.2020 - 04.2022

Job overview

  • Led cross-functional initiatives, influencing stakeholders to drive operational improvements
  • Managed multiple teams (Invoicing Specialists, Analysts, Administrators, joint venture team) across invoicing and appraisal operations
  • Streamlined workflows, boosting production 15% and saving ~$1M in vendor fees/disputes
  • Oversaw daily invoicing operations and weekly payments for 32 appraisal management companies
  • Identified needs and implemented new processes across operations groups, aligning staffing with forecasted workload
  • Established operational objectives and aligned team performance with business priorities
  • Mentored leaders and thrived in ambiguity, independently driving projects

Cenlar
Tempe

Training & Development Specialist II
04.2016 - 04.2020

Job overview

  • Managed and developed 8 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

Chase
Scottsdale

Loss mitigation Supervisor
03.2007 - 04.2016

Job overview

  • Led a team of 25, ensuring 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

Education

Grand Canyon University
Phoenix, AZ

MBA from Strategic Human Resource Management

University Overview

University of Phoenix
Phoenix, AZ

Bachelor of Science from Management

University Overview

Cuyamaca College
El Cajon, CA

Associate of Arts from General Studies

University Overview

Skills

  • Operations Management
  • Process Improvement
  • Team Leadership & Development
  • Strategic Planning
  • Cross-functional Collaboration
  • Vendor & Stakeholder Management
  • Training & Development
  • Data Analysis
  • Change Management
  • Excellent Communication

Certification

  • PMP (Pursuing), PMI, Expected 2026
  • Arizona Real Estate License #SA708294000, Arizona Department of Real Estate
  • Lean Six Sigma Green Belt, Process Arc

References

References
Available upon request.

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

Remote

Salary Range

$161000/yr - $200000/yr

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
Grand Canyon University
MBA from Strategic Human Resource Management
01.2015
University of Phoenix
Bachelor of Science from Management
01.2009
Cuyamaca College
Associate of Arts from General Studies
01.2004
Monica Shepherd