Professional Documents
Culture Documents
CORE COMPETENCIES
Client Relationship Management Operational and Financial Analysis People/Process/Technology
Business Process Management Program Management Change Management Process Improvement
Risk Analysis and Remediation Conflict Resolution Talent/Performance Management Coaching and
Mentoring Regulations and Compliance Strategic Planning Call Center and Data Management Process
Automation Auditing/Reporting Sales Project Logistics Data Migration/Integration Leadership
Participated in 8 major regulatory / audit initiatives where I led & provided direct SVP/VP business support.
Developed over 45 new metrics and historical and trend reports for 10 business units to clarify and
communicate key daily key performance indicators (KPIs) and facilitated weekly roll up to Senior VPs.
Reduced over $25M in operating loss by conducting root cause analysis and driving risk remediation /
change management efforts.
Led assessments for risk, legal, compliance and aligned business directives by developing remediation
plans for more than 30 technology and operations projects while remaining within budget.
Designed and developed custom reporting in a CRM business control model for more than 7,000 Customer
Relationship Managers using Salesforce.com and lead analytics team to validate SaaS results.
Generated an immediate 4th-quarter savings of more than $10M to the general ledger by establishing
process improvements that allow for tracking of loan-level details to loan maturity for balloon note.
Created a 100%-compliant process control to eliminate legal issues resulting from an error that impacted
more than 30,000 borrowers per month, which saved more than $12M by reducing attorney general
complaints and borrower/investor confusion.
Onboard, Train, and mentor Jr. Project Managers on moderating operational risk, compliance, change
control strategy, and analytics reporting.
Facilitate meetings with executive management to define solutions and drive outcomes by effectively
communicating gap opportunities and delivering results to top-level stakeholders at the company.
Maintain routine cadence with internal project teams to manage each project and ensure lessons learned
are being shared throughout the line of business as well as validate results post UAT.
Establish compliance operational strategies by evaluating trends, establishing critical measurements,
determining production, productivity, and quality with a customer-service approach.
Automated virtual business management platform for startup client, including daily financial documentation
and client database allowing for tracking and operational efficiency.
Using predictive sales and marketing, improved supply chain practices for 10 clients by an average of 5%
40% in areas such as logistics, controls, and contract negotiation.
Enhanced process for commodities to Vendor and improved GL ledger profit by 10%.
Adopt areas of ownership within the clients scope for internal and external development of organizational
objectives, processes, procedures, and methodologies to drive transformation excellence.
David Bagley
Resume, Page 2
Increased annual retention by $250K by creating an efficient business model for tracking HAMP
modifications from conception through maturity to include key performance indicators and reporting.
Reduced vendor file turn time from 21 days to 1 day and saved $50K per month by implementing and
negotiating the contract for a new vendor management program.
Improved the efficiency of a review process for $18M in Home Preservation funds to reduce loss by 164%
through detailed evaluation and analysis on aged accounts.
Provision audit projects/process to ensure quality assurance checkpoints are supported and quality control
objectives are maintained (SOX Audit / SOX Controls).
Develop reports for Senior Management on high-risk compliance issues, relevant developments, and action
plan updates.
Work with Leadership to enhance internal processes that maximize success throughout all phases of the
client life cycle.
Escalation point of contact for Legal, Third Party Vendors, Office of the Treasury, and Federal Regulators.
Received HLS Award for management retention strategy and enterprise-wide contributions.
Developed / Implemented employee performance metrics for effective enterprise-wide leadership of
coaching and team development, yielding a 65% improvement in customer interaction metrics and a 15%
reduction in service time.
Delivered strategic application of Advanced Performance Management Program (APMP) designed for
effective enterprise-wide leadership of coaching and team development through scorecard / metric
measurement and call quality measurement key performance indicators (KPIs).
Managed outbound dialing/skip-trace team to include 100% ownership and development of programs for
70 Agents in the Collections Call Center to improve right party contact (RONA) data integrity by up to 30%.
Saved $2M annually by implementing a process improvement for pre-foreclosure tracking that eliminated
erroneous third-party sales.
Developed a Pay for Performance plan that increased FTE productivity to 93%.
Managed account and customer escalations; facilitate on-site client meetings; articulate issues and provide
resolution options clearly and concisely to Sr. Executives.
Increased target number and speed of completed loan modifications by 180% by setting pre-validation
process and implementation guidelines for FDIC loan modification program.
Work with Enterprise SVPs and Internal Line of Business Managers to identify project risks and resource
gaps; develop and refine action plans to mitigate risk.
Review project success criteria ensuring stakeholder alignment and long term business impact.
Maintained client accounts for 7 States while processing an average of 88 million in monthly sales
transactions while maintaining 99% service levels and 100% customer loyalty using Salesforce.com.
Provide leadership across a portfolio of accounts with concentration on Client & Team Success, Respect,
Process Integrity, Results Orientation, and Customer Satisfaction.
David Bagley
Resume, Page 3
SUPPLEMENTAL ACCOMPLISHMENTS
ADVANCED INTERACTIVE SYSTEMS, Denver, CO. Deployed over 600 TSA personnel for the Department of
Defense during OJT in a 3-week roll out. Developed follow up training for after deployment validation.
RELERA INTERNET DATA CENTERS, Denver, CO. Developed Customer Solutions and Interaction training
program for customer facing and back-shop data center Engineers.
CEDANT/AVIS, Denver, CO. Maintained staffing levels and HR readiness at Denver International Airport and
satellite locations within 9% of budget.
SEARS, Denton, TX. Awarded HR Manager of the Year among 803 store locations.
Enterprise/Cloud Applications: SIEBEL, SalesForce (CRM), AS/400, COGNOS, Documentum, MSP, LPS,
KRONOS, Microsoft Dynamics
Tools: MS Project, HP Quality Center, Remedy, VISIO, WebEx, MS Office, PEGA, SharePoint, Discovery
System Development Methodologies: Standard Waterfall, Agile, DMAIC, SDLC, CQI, FMEA
Server/Network/Databases: Design, Installation, configurations, production support
Mergers and Acquisitions: Database Systems Integration resulting from site expansion or acquisitions
Reporting: Operational Data Store, Data Marts, Report generation, Remedy, Crystal Reporting, ERP
PBX/Call Center Operations: Inbound/Outbound Call Management, Warm/Cold call transfers, Skip Trace,
IVR / Dialer Management, Payment Processing, CISCO, SAP, Contract Negotiations, Vendor Management