1. Robyn Brandenburg
998 Little Den Dr.| Lewisville, Texas 75067| (214) 587-6364| RobynKBrandenburg@gmail.com
SUMMARY OF QUALIFICATIONS
 More than 7 years of progressive managementexperience in the financial services industry, with a
proven record of ofproductivity, quality and integrity.
 Analytical and detail oriented, seeks out opportunities to identify and implementprocess improvements
that increase accuracy, consistency, efficiency, and reduce operational costs.
 Results oriented, decisive leader that thrives in dynamically changing environments.
 Charismatic communication skills that enable me to partner with people ofall ages and backgrounds, to
work collaboratively to resolve problems,and motivate team members to achieve personal and
organizational objectives.
CORE AREAS OF EXPERTISE
✓ Mortgage Servicing
✓ Loss Mitigation/Collections
✓ Business Support& Operations
✓ Enterprise Change Management
✓ ProjectManagement
✓ Customer Experience
✓ Training Development/Implementation
✓ Creative/Efficient Problem Solving
EDUCATION
Bachelor of Business Administration in Interdisciplinary Business, December 2007 Tarleton State
University, Stephenville, TX
PROFESSIONAL EXPERIENCE
Business Support Manager, Assistant Vice President
Bank ofAmerica, (Work from home) Nov. 2011-Sep. 2015
● Managed a team of Operations Consultants/Operations Analysts (5)
● Championed the organization’s change from waterfall to agile methodology; (managing and prioritizing
Default Servicing’s portfolio of500+ initiatives)
● Developed/Owned Change ManagementProcess for all orgs within Loss Mitigation
● Hosted weekly calls with senior leadership to evaluate and remediate roadblocks
● Owned Enterprise Customer Complaint Program (eliminated 85% ofall complaints older than 30 days)
● Owned SME Database (broker ofexpertise within Case Management; later all of Loss Mitigation)
● Owned the Technology SER (Small Enhancement Request) prioritization routine
● Developed/Owned the Quarterly Centralized Audit of the Case ManagementDesktop Procedures
● Partnered in the developmentofthe Operational Playbook for Case Management
● Championed the developmentofweb based training to improve effectiveness offrontline associates
● Owned the Daily Production Call for the Loan Modification Group
Operation Consultant
Bank ofAmerica, Plano, TX March 2010-Nov. 2011 (Promoted)
▪ Created weekly executive summaries on the state of the business
▪ Owned the Hoshin for the Loan Modification Group
▪ Owned Associate Experience for two sites
▪ Coordinated communication plans to drive outchange
▪ Performed audits and hosted round tables to analyze processes and improve usage ofpolicies and
procedures
▪ Developed and maintained business continuity plans

2. Collections Risk Operations Team Manager (Interim Unit Manager)
Bank ofAmerica, Plano, TX Oct. 2008-Feb. 2010
▪ Managed a team of 10-30 Risk Operations associates
▪ Interim OJT Unit Manager, 4 manager directreports
▪ Ranked in the top 3 teams across the nation 13/17 months
▪ Handled escalated calls to resolution/resolved complex customer issues
▪ Created training manual for the company on how to perform Unit/Team Manager job duties
▪ Created training manual for associates on how to perform their role successfully
▪ Responsible for meeting all productivity targets while mitigating delinquencies/losses
▪ Ensured compliance with federal laws and company guidelines
▪ Coached, trained, evaluated and counseled staffbased on performance
▪ Created and maintained excel reports in order to monitor staff’s daily performance metrics
Collections Call Center Representative/ Account Manager
Bank ofAmerica, Plano, TX Feb. 2008-Oct. 2008 (Promoted)
▪ Recognized as site’s top collector 6/9 months
▪ Receiving, responding to and resolving customer telephone
▪ Inquires regarding real-estate loans in a high-volume call center
▪ Maintaining departmental quality and productivity standards
▪ Cross-referring a variety of products and services
▪ Participating in dialing campaigns
ADDITIONAL EXPERIENCE
Parade-Audience Control Coordinator (College Internship)
Walt Disney World, Orlando, FL Aug. 2005-Jan. 2006
▪ Administered ideas from top level management
▪ Customer service representative
▪ Initiated guestinteraction during parades
▪ Entertained hundred plus people ata time with impromptu performances
▪ Responsible for ensuring guestsafety