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David Bagley
151 Live Oak Trail  Liberty Hill, TX 78642
512-920-7800  d.bagley@outlook.com  www.bagleyteam.com
Sr. Project Manager | Director
Expert in Operational Efficiency, Risk Mitigation, Process and Change Management
Energetic and proven Leader with over 20 years of expertise in administering successful initiatives in operations
management, strategy awareness, risk management, human capital management, people/process/technology
improvement, regulatory compliance, and business development. Accomplishments include developing a Business
Control model for over 7,000 Customer Relationship Managers at Bank of America and to help facilitate | manage
CFPB (Consumer Financial Protection Bureau) requirements for the complaint resolution transformation program.
CORE COMPETENCIES
Leadership  Strategic Planning  Process Management  Program Management  Change Management 
Project Logistics  Operational and Financial Analytics  Regulation Controls Design  Process
Improvement  Governance  Risk and Compliance Analysis  Risk Remediation  Call Center and Data
Management  Quality Control Audit and Reporting  People/Process/Technology Integration 
Performance Management  Coaching and Mentoring  Data Migration  Sales Implementation  Metric
Development | KPI Improvement
EXPERIENCE AND ACHIEVEMENTS
PROVIDENCE PARTNERS, Cedar Park, TX. 2015 - Present
Providence Partners is a technology/management-staffing firm focused on Fortune 500 clients.
Senior IT Change Manager | Project Manager
Leading functional change management, software implementation, and ERP strategic initiative for the PMO.
 Design Technical Business Model for SVP/VP’s ERP centralized solution and consolidation requirement.
 Manage implementation and corporate communication related to impact analysis and ERP release.
 Maintain change, risk assessment, and strategic management from development through production.
 Manage knowledge distribution schedule and security tracking protocol for global business units.
 Develop project plan and forecasting for supporting ERP Software development objectives.
 Maintain transformational initiatives and project rigor for a 1 billion dollar SaaS client.
APEX SYSTEMS / PRINCETON INFORMATION, Austin, TX. 2011 – 2014
Apex and Princeton Information are technology/management-staffing firms focused on Fortune 500 clients.
Senior Project Manager | Senior Change Manager  April 2011 – December 2014
Led strategic cross functional Audit, Risk Control, Process and Change Management initiative projects at
Bank of America using Six Sigma/Waterfall/Agile methodologies. Managed up to 10 FTE’s, direct partnership
with Third Party Vendors and positively sustained Servicing Business Models for over 25 SVP / VP’s.
 Participated in major regulatory | compliance initiatives where I led & provided direct SVP / VP support.
 Developed over 45 new metrics and historical and trend reports for 10 business units to clarify and
communicate key daily key performance indicators (KPI’s) and facilitated weekly roll up to Senior VP’s.
 Reduced over $25M in operating loss by conducting root cause analysis and driving risk remediation for
change management efforts.
 Led assessments for risk, legal, compliance; aligned business directives by developing remediation plans
for more than 30 technology and operations (projects impacted Consumer loans and Home Loan Servicing)
 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.
David Bagley Resume, Page 2
t Maintain routine cadence with internal project and development teams to manage each project and ensure
lessons learned are being shared throughout the line of business as well as validate results post UAT.
t Establish compliance operational strategies by evaluating trends, establishing critical measurements,
determining production, productivity, and quality with a customer-service approach.
IRON HORSE PERFORMANCE CONSULTING, Austin, TX. 2009 – 2011
Director of Operations and Project Development  December 2009 – April 2011
Led strategy, automation, logistics, and customer service projects for the organization. Consulted for various
clients on opportunity identification, process flow creation, and organizational efficiency for SVP/VP’s.
t Automated virtual business management platform for startup client, including daily financial documentation
and client database allowing for tracking and operational efficiency.
t Improved supply chain practices for 10 clients by an average of 5%–40% in areas such as logistics,
controls, and contract negotiation.
t Enhanced process for commodities to Vendor and improved GL ledger profit by 10%.
t Adopt areas of ownership within the client’s scope for internal and external development of organizational
objectives, processes, procedures, and methodologies to drive transformation excellence.
MORGAN STANLEY, Fort Worth, TX. 2009
Morgan Stanley’s Saxon Mortgage Services manages loan payments and transactions for U.S. home loans.
Sr. Project Manager (AVP HAMP Modification Processing)  May 2009 – December 2009
Implemented metrics and document management process design, completed SOX and internal audit review
requests. Provided direct guidance on a MSP to LPS servicing system conversion to include data warehousing
/ data integrity and custom reporting. Bridged communication gap for Business to Technology. Managed 35
FTE’s for Pre and Post HAMP modification process.
t 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.
t Reduced vendor file turn time from 21 days to 1 day and saved $600K annually by implementing and
negotiating the contract on a new vendor management solution.
t 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.
t Provision audit projects/process to ensure quality assurance checkpoints are supported and quality control
objectives are maintained (SOX Audit / SOX Controls).
t Develop reports for Senior Management on high-risk compliance issues, relevant developments, and action
plan updates.
t Work with Leadership to enhance internal processes that maximize success throughout all phases of the
client life cycle.
INDYMAC FEDERAL BANK, Austin, TX / Scottsdale, AZ 2005 – 2009
Indymac was a U.S. banking institution purchased by OneWest Bank in 2009.
Loss Mitigation Servicing Manager | Customer Account Manager  March 2005 – May 2009
Managed and Aligned Closing, Process Design / Improvement, Fulfillment, Customer Outreach, IVR/Dialer,
Collections, HELOC, and Audit teams for Home Loan Servicing with over $200M modifications per month.
Directed teams responsible for performing tasks such as quality control, reporting analytics, inventory
tracking, payments, research, workforce planning, and process validation testing. Maintained $80-90M in
monthly sales transactions to help and maintain Wholesale client relationships ensuring customer satisfaction and
retention. Managed up to 100 Call Center agents that helped drive positive results for the Bank.
t Escalation point of contact for Legal, Third Party Vendor’s, Office of the Treasury, and Federal Regulators.
t Received HLS Award for management retention strategy and enterprise-wide contributions.
t 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.
t 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 (KPI’s).
t 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 (RPC) data integrity by up to 30%.
t Saved $2M annually by implementing a process improvement for pre-foreclosure tracking that eliminated
erroneous third-party sales.
t Implemented a “Pay for Performance” plan that increased employee productivity to 93%.
t Managed account and customer escalations; facilitate on-site client meetings; articulate issues and provide
resolution options clearly and concisely to Sr. Executives.
t Increased target number and speed of completed loan modifications by 180% by setting pre-validation
David Bagley Resume, Page 3
process and implementation guidelines for FDIC loan modification program.
t Work with Enterprise SVP’s and Internal Line of Business Managers to identify project risks and resource
gaps; develop and refine action plans to mitigate risk.
t Review project success criteria ensuring stakeholder alignment and positive long-term business impact.
t Maintained client accounts for 7 States while processing an average of 88 million in monthly sales
transactions utilizing BYTE loan origination software (integrates with Calyx Point, Genesis, Contour and
Encompass), QuickPricer, and e-MITS (automated loan origination software, ALS).
t Provide leadership across a portfolio of accounts with concentration on Client & Team Success, Respect,
Process Integrity, Results Orientation, and Customer Satisfaction.
ANGEL FIRE WATER COMPANY, LLC Angel Fire, NM 2001 – 2005
Angel Fire Water delivers alternative bottled water products for health purposes.
VP of Operations (Human Resources, Sales, and Business Management)  May 2001 – March 2005
Designed and managed manufacturing operations, B2B sales initiatives, corporate communications, contract
negotiation, vendor management, cost center and budget forecast, HR, and product-to-market strategies.
t Held consumable supply to under 1% loss through vendor relationship management.
t Devised sales and marketing strategy that increased revenue 100% annually for 5 years.
t Collaborate with sales during the presales stage to research and understand client business challenges and
drive towards value added solutions by providing a value proposition during contract negotiations.
t Work with sales and delivery at early stages of project life cycle to ensure project is set up for success.
t Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery
while supporting Sales team in a direct support capacity.
t Identify cross-sell and upsell opportunities by understanding the client’s business requirements, analyzing
and presenting strategic solutions that align with their needs; enable Sales team to respond to client's
future business strategy and organizational change management needs.
t Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery
while supporting Sales team in a direct support capacity.
t Serve as the primary Business Development interface from initial implementation to development of the
final Sales team.
t Maintained all HR requirements and managed the human capital investment for the firm.
t Acting CEO and Plant Operations Manager as needed.
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.
EDUCATION AND TECHNICAL PROFICIENCIES
Master of Science, Human Resources and Business, Amberton University, Garland, TX, 2016
Bachelor of Applied Arts and Sciences, University of North Texas, Denton, TX, 1996
Six Sigma Green Belt
CAPM
♦ Enterprise/Cloud Applications: SIEBEL, SalesForce (CRM), AS/400, COGNOS, Documentum, MSP, LPS, ALS,
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
PROFESSIONAL AND COMMUNITY AFFILIATIONS
Board of Directors, Angel Fire Water Company, 2000 – 2015
Member, American Management Association, 2008 – Present
David Bagley Resume, Page 4
Member, Angel Fire, NM Chamber of Commerce, 2001 – 2005

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DBagley Resume-2015

  • 1. David Bagley 151 Live Oak Trail  Liberty Hill, TX 78642 512-920-7800  d.bagley@outlook.com  www.bagleyteam.com Sr. Project Manager | Director Expert in Operational Efficiency, Risk Mitigation, Process and Change Management Energetic and proven Leader with over 20 years of expertise in administering successful initiatives in operations management, strategy awareness, risk management, human capital management, people/process/technology improvement, regulatory compliance, and business development. Accomplishments include developing a Business Control model for over 7,000 Customer Relationship Managers at Bank of America and to help facilitate | manage CFPB (Consumer Financial Protection Bureau) requirements for the complaint resolution transformation program. CORE COMPETENCIES Leadership  Strategic Planning  Process Management  Program Management  Change Management  Project Logistics  Operational and Financial Analytics  Regulation Controls Design  Process Improvement  Governance  Risk and Compliance Analysis  Risk Remediation  Call Center and Data Management  Quality Control Audit and Reporting  People/Process/Technology Integration  Performance Management  Coaching and Mentoring  Data Migration  Sales Implementation  Metric Development | KPI Improvement EXPERIENCE AND ACHIEVEMENTS PROVIDENCE PARTNERS, Cedar Park, TX. 2015 - Present Providence Partners is a technology/management-staffing firm focused on Fortune 500 clients. Senior IT Change Manager | Project Manager Leading functional change management, software implementation, and ERP strategic initiative for the PMO.  Design Technical Business Model for SVP/VP’s ERP centralized solution and consolidation requirement.  Manage implementation and corporate communication related to impact analysis and ERP release.  Maintain change, risk assessment, and strategic management from development through production.  Manage knowledge distribution schedule and security tracking protocol for global business units.  Develop project plan and forecasting for supporting ERP Software development objectives.  Maintain transformational initiatives and project rigor for a 1 billion dollar SaaS client. APEX SYSTEMS / PRINCETON INFORMATION, Austin, TX. 2011 – 2014 Apex and Princeton Information are technology/management-staffing firms focused on Fortune 500 clients. Senior Project Manager | Senior Change Manager  April 2011 – December 2014 Led strategic cross functional Audit, Risk Control, Process and Change Management initiative projects at Bank of America using Six Sigma/Waterfall/Agile methodologies. Managed up to 10 FTE’s, direct partnership with Third Party Vendors and positively sustained Servicing Business Models for over 25 SVP / VP’s.  Participated in major regulatory | compliance initiatives where I led & provided direct SVP / VP support.  Developed over 45 new metrics and historical and trend reports for 10 business units to clarify and communicate key daily key performance indicators (KPI’s) and facilitated weekly roll up to Senior VP’s.  Reduced over $25M in operating loss by conducting root cause analysis and driving risk remediation for change management efforts.  Led assessments for risk, legal, compliance; aligned business directives by developing remediation plans for more than 30 technology and operations (projects impacted Consumer loans and Home Loan Servicing)  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.
  • 2. David Bagley Resume, Page 2 t Maintain routine cadence with internal project and development teams to manage each project and ensure lessons learned are being shared throughout the line of business as well as validate results post UAT. t Establish compliance operational strategies by evaluating trends, establishing critical measurements, determining production, productivity, and quality with a customer-service approach. IRON HORSE PERFORMANCE CONSULTING, Austin, TX. 2009 – 2011 Director of Operations and Project Development  December 2009 – April 2011 Led strategy, automation, logistics, and customer service projects for the organization. Consulted for various clients on opportunity identification, process flow creation, and organizational efficiency for SVP/VP’s. t Automated virtual business management platform for startup client, including daily financial documentation and client database allowing for tracking and operational efficiency. t Improved supply chain practices for 10 clients by an average of 5%–40% in areas such as logistics, controls, and contract negotiation. t Enhanced process for commodities to Vendor and improved GL ledger profit by 10%. t Adopt areas of ownership within the client’s scope for internal and external development of organizational objectives, processes, procedures, and methodologies to drive transformation excellence. MORGAN STANLEY, Fort Worth, TX. 2009 Morgan Stanley’s Saxon Mortgage Services manages loan payments and transactions for U.S. home loans. Sr. Project Manager (AVP HAMP Modification Processing)  May 2009 – December 2009 Implemented metrics and document management process design, completed SOX and internal audit review requests. Provided direct guidance on a MSP to LPS servicing system conversion to include data warehousing / data integrity and custom reporting. Bridged communication gap for Business to Technology. Managed 35 FTE’s for Pre and Post HAMP modification process. t 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. t Reduced vendor file turn time from 21 days to 1 day and saved $600K annually by implementing and negotiating the contract on a new vendor management solution. t 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. t Provision audit projects/process to ensure quality assurance checkpoints are supported and quality control objectives are maintained (SOX Audit / SOX Controls). t Develop reports for Senior Management on high-risk compliance issues, relevant developments, and action plan updates. t Work with Leadership to enhance internal processes that maximize success throughout all phases of the client life cycle. INDYMAC FEDERAL BANK, Austin, TX / Scottsdale, AZ 2005 – 2009 Indymac was a U.S. banking institution purchased by OneWest Bank in 2009. Loss Mitigation Servicing Manager | Customer Account Manager  March 2005 – May 2009 Managed and Aligned Closing, Process Design / Improvement, Fulfillment, Customer Outreach, IVR/Dialer, Collections, HELOC, and Audit teams for Home Loan Servicing with over $200M modifications per month. Directed teams responsible for performing tasks such as quality control, reporting analytics, inventory tracking, payments, research, workforce planning, and process validation testing. Maintained $80-90M in monthly sales transactions to help and maintain Wholesale client relationships ensuring customer satisfaction and retention. Managed up to 100 Call Center agents that helped drive positive results for the Bank. t Escalation point of contact for Legal, Third Party Vendor’s, Office of the Treasury, and Federal Regulators. t Received HLS Award for management retention strategy and enterprise-wide contributions. t 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. t 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 (KPI’s). t 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 (RPC) data integrity by up to 30%. t Saved $2M annually by implementing a process improvement for pre-foreclosure tracking that eliminated erroneous third-party sales. t Implemented a “Pay for Performance” plan that increased employee productivity to 93%. t Managed account and customer escalations; facilitate on-site client meetings; articulate issues and provide resolution options clearly and concisely to Sr. Executives. t Increased target number and speed of completed loan modifications by 180% by setting pre-validation
  • 3. David Bagley Resume, Page 3 process and implementation guidelines for FDIC loan modification program. t Work with Enterprise SVP’s and Internal Line of Business Managers to identify project risks and resource gaps; develop and refine action plans to mitigate risk. t Review project success criteria ensuring stakeholder alignment and positive long-term business impact. t Maintained client accounts for 7 States while processing an average of 88 million in monthly sales transactions utilizing BYTE loan origination software (integrates with Calyx Point, Genesis, Contour and Encompass), QuickPricer, and e-MITS (automated loan origination software, ALS). t Provide leadership across a portfolio of accounts with concentration on Client & Team Success, Respect, Process Integrity, Results Orientation, and Customer Satisfaction. ANGEL FIRE WATER COMPANY, LLC Angel Fire, NM 2001 – 2005 Angel Fire Water delivers alternative bottled water products for health purposes. VP of Operations (Human Resources, Sales, and Business Management)  May 2001 – March 2005 Designed and managed manufacturing operations, B2B sales initiatives, corporate communications, contract negotiation, vendor management, cost center and budget forecast, HR, and product-to-market strategies. t Held consumable supply to under 1% loss through vendor relationship management. t Devised sales and marketing strategy that increased revenue 100% annually for 5 years. t Collaborate with sales during the presales stage to research and understand client business challenges and drive towards value added solutions by providing a value proposition during contract negotiations. t Work with sales and delivery at early stages of project life cycle to ensure project is set up for success. t Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery while supporting Sales team in a direct support capacity. t Identify cross-sell and upsell opportunities by understanding the client’s business requirements, analyzing and presenting strategic solutions that align with their needs; enable Sales team to respond to client's future business strategy and organizational change management needs. t Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery while supporting Sales team in a direct support capacity. t Serve as the primary Business Development interface from initial implementation to development of the final Sales team. t Maintained all HR requirements and managed the human capital investment for the firm. t Acting CEO and Plant Operations Manager as needed. 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. EDUCATION AND TECHNICAL PROFICIENCIES Master of Science, Human Resources and Business, Amberton University, Garland, TX, 2016 Bachelor of Applied Arts and Sciences, University of North Texas, Denton, TX, 1996 Six Sigma Green Belt CAPM ♦ Enterprise/Cloud Applications: SIEBEL, SalesForce (CRM), AS/400, COGNOS, Documentum, MSP, LPS, ALS, 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 PROFESSIONAL AND COMMUNITY AFFILIATIONS Board of Directors, Angel Fire Water Company, 2000 – 2015 Member, American Management Association, 2008 – Present
  • 4. David Bagley Resume, Page 4 Member, Angel Fire, NM Chamber of Commerce, 2001 – 2005