John Villaluz has over 15 years of experience in business management, project management, team leadership, account management, collections, and sales. He is currently a Team Lead at Ally Financial where he provides daily direction to employees, monitors performance, handles escalated issues, and makes process improvement recommendations. Previously he held roles as a Business Owner at Light House Outsourcing where he developed and led teams in various functions, and as a Mortgage Servicing Team Manager at Bank of America where he supervised loan workouts and ensured compliance. He seeks a new challenging position that utilizes his well-rounded skill set.

1. John Villaluz
Phone: (904) 334-2920
E-mail: jivillaluz@yahoo.com
1767 Eagle Crest Drive
Fleming Island, FL 32003
OBJECTIVE:
To obtain a challenging position within a growing organization that utilizes my experience in developing
business strategies, project managing, training, team management, account management, collections
management and telesales.
EXPERIENCE:
Oct15 to Current
Ally Financial – Jacksonville, FL
Team Lead – Personal Property Tax, Sales Tax, License Plate Cancellations
 Providedaily direction and communication to employees to ensure administrativetasks and
functions areperformed efficiently.Continuously monitor employees’ progress against
performance and leadership expectations,providingongoingcoaching,development,
training,and feedback culminatingin the delivery of written and verbal performance
reviews.
 Maintain knowledge of policies and procedures in order to research/handle
escalated/complex issues and to accurately respond to employees, dealers and customers’
inquiries.
 Monitor process volume and performance to identify unusual volumefluctuations,
variances or deterioration;develop action plans to reverse negative trends. Develop
subordinateunderstandingof drivers that influencevolume fluctuations and utilization rates
and recognize deterioration that effect adherence to the process capacity plan.
 Monitor operational metrics,observetrends and make process improvement
recommendations. Work in tandem with the Business Process Excellence(BPE) team on
process improvement projects (collect& analyzedata).
 Find innovativesolutions to more complex or difficultissues with appropriateescalation to
higher level staff. Understand and effectively educate team on all risksassociated with
managed processes and implement controls to mitigate any and all risks wherenone
currently exist.
Jan 14 to June 15
Light House Outsourcing Fleming Island, FL
BPO Business Owner
 BPO - Developed, trained and lead a group of teams which included
o Data Entry
o Process support
o Underwriting
o Quality Control
o Customer support
o Outbound sales
 Oversee the day-to-day operations of the business along with office and management duties
 Responsible for hiring, training, terminating and managing employees. Marketing, bookkeeping,
payroll, and IT.
 Forecasted call volumes, daily file intake, and budget purposes.

2. April 12 to Jan 14
Bank of America - Jacksonville, FL
Mortgage Servicing Team Manager II – Retention Operations Quality Assurance
 Supports the Case Management Servicing Default function.
 Supervises appropriate curing actions that ensure compliance with Federal Laws and guidelines in
order to minimize losses and legal concerns.
 Supervises the execution of transactions and responses to customer, investor,or 3rd party related
inquires. First level of management, supervising day to day activities of a team of 2-20 Case
Management associates.
 Requires the understanding and utilization of appropriate options for borrowers, such as
Collections, Repayment plans,Special Forbearance, Modifications, Short Sales, and/or
Foreclosure. Has an in-depth understanding of governing rules and regulations and the implication
of processes on othergroups within the department and other divisions in the firm.
Nov 10 to April 12
Bank of America - Jacksonville, FL
Mortgage Servicing Team Manager I – Foreclosure Review
 Managed a team of 10-15 loan workout associates work in a high volume, deadline or production
driven environment
 Provided daily coaching and feedback to their associates.
 Conducted bi-weekly associate loan monitoring and account auditing.
 Compiled team and departmental performance related reports using Word and Excel.
 Participated in management meetings/conference calls.
 Conducted employment interviews.
 Scheduled and monitored team workflow.
Sept 04 to Jan 10
North West Plumbing - Jacksonville, FL
Plumbing Superintendent
 Managed Multiple new construction crews (all phases)
 Designed plumbing systems
 Managed Quality Control
 Held accountable for daily scheduling and payroll
 Liaison between sales and customer, often offered problem resolutions and recommendations to
new products
 Investigated,determined, and resolved problems with plumbing systems
 Developed systems to increase efficiency and profits
July 02 to June 04
Metris Co. - Jacksonville, FL
Collections Supervisor
 Controlled delinquency and reduced credit loss through maximum account management,
understanding accounts and offering suggestions to collections staff.
 Managed assigned workload on queue/ portfolio and exceed performance/ attendance guidelines.
 Determined and distribute call strategies.
 Held accountable for the efficient and effective operation of the collection unit.
 Implementing training on the center for business solutions call model and influencing behaviors deliver on
Able t o get t o t he hear t of pr oblem s