JAMES H.

WARDWELL
721 Drexel Avenue (610) 453-3071
Drexel Hill, PA 19026 jwf96e76@westpost.net
Accomplished operations professional with technology, business analysis, and pro
ject management experience in mortgage, retail, and technology industries. Expe
rience in business systems project work analysis, design, testing, and user-trai
ning, as well as defining, managing, and implementing program changes. Proven a
bility to work effectively with internal and client management teams, and intera
ct with and manage large staff in multiple locations. Demonstrated capacity to
handle multiple priorities and projects and execute events within tight timefram
es. Talent for analyzing problems and applying innovative solutions.
PROFESSIONAL EXPERIENCE
BRIDGFIELD MORTGAGE, Berwyn, PA 2008-2010
Vice President, Operations
Obtained individual Mortgage Broker, Banker, Secondary Lender licenses in both P
A and NJ and maintained the individual and company licenses and offices in both
states.
Handled various assigned project work relating to systems upgrades and maintena
nce in multiple systems.
Assisted with company marketing campaigns and mortgage collections.
Participated in clearing mortgage loan file document exceptions in preparation
for or in anticipation of loan pool sales.
THREE SCOOPS, INC., Philadelphia, PA 2004-Present
Franchise Owner/Operator
Operations partner in six Ben & Jerrys Scoop Shops located in Philadelphia and S
outhern New Jersey markets and actively managed four Philadelphia stores. Hired
, trained, developed, and managed 40 employees. Analyzed and reported daily sal
es, cost of goods, profit and loss, and payroll. Developed and implemented cost
controls and measures. Responsible for catering invoicing and accounts receiva
ble, inventory control and management, and all aspects of daily operations for a
ll of the Three Scoops Philadelphia market stores.
Drove catering and special events business with $100,000 annual sales.
Selected as East Coast representative to implement franchise pilot programs. A
nalyzed and reported to franchisor and the franchise community the successes and
failures of each program. Provided recommendations to ensure success in system
-wide rollout of programs. Opened and test-marketed nations first and only Ben
& Jerrys ice cream and chocolate store.
Developed and maintained local store operating procedures to ensure that all sy
stems fully support and comply with all franchise operating systems and policies
.
MJRC, Media, PA 2003-2004
Project Manager, Strategic Planning and Marketing Consultant
Managed cross functional team of clinical and policy analysts working to produce
report commissioned by VP of National Accounts for major pharmaceuticals compan
y.
Outlined health priorities, interests and initiatives in six states identified
by MJRC as forward thinking in their approach to addressing costly statewide pub
lic health issues.
Conducted research and analysis of each states Medicaid program, task forces, l
egislation, NGOs, public health policies, budgetary allocations and constraints,
and public health departmental goals, isolating issues as they relate to the cl
ients product offering.
Identified key areas of opportunity for client to approach each state with idea
s for collaborative partnerships through which the client would provide value ad
ded services, or pharmacy donations in exchange for exclusive listing of drugs o
n States Medicaid preferred drug list.
GHR INCORPORATED, Wayne, PA 2002-2003
Project Coordinator, Mortgage Client-Program Management Office
Enhanced existing client account team new hire orientation guide and program, an
d conducted orientation sessions for all new members of client account team. Ha
ndled all client account expenses and invoicing, totaling approximately $1.8mm p
er month. Tracked production support and project hardware and software orders a
nd 3rd party invoices to ensure GHR was appropriately reimbursed, and pursuing a
ged account receivables. Managed and maintained $24mm annual budget. Participa
ted in monthly re-forecasting based on known workload, project status and utiliz
ation analysis. Communicated budgetary risk analysis to PMO managers.
Crafted and maintained resource planning tools for GHR client services. Facili
tated weekly meetings between department managers and project managers to promot
e interdepartmental communication, ensure resource needs were met, identify gaps
, and plan for upcoming work efforts.
Developed and analyzed new client account utilization metrics and reports. Ide
ntified potential resource needs and problem areas. Reported conclusions and re
commendations to Senior Management.
Established and maintained a new document management process, including standar
dized templates, naming conventions, folder structure, and document retention, i
n line with Professional Services business processes.
Participated in development of updated Professional Services Internal Operating
Procedures.
WENDOVER FINANCIAL SERVICES (subsidiary of EDS Corp), Wayne, PA 1995-2002
Business Analyst, Mortgage Client (2001-2002)
Managed project to detail documentation of mortgage origination business model w
orkflow. Managed $300k+ project integrating mortgage origination workflow into
a document imaging system.
Defined and documented business needs, reviewed and approved all stages of tech
nical design development, tracked and resolved issues, wrote and conducted user
training modules, coordinated and managed testing programs, transitioned the sol
ution to production, and provided production support.
Restructured production data reporting package. Performed comparison analysis
between ad-hoc data extracts and existing reports and their requirements, identi
fied problem areas, resolved gaps in consistency, and developed new reports meet
ing both client and internal management needs.
Business Analyst, eClient (1998-2000)
Supported 24x7 primary operations for internet-based consumer credit startup. P
articipated in design, development, and implementation of frontier and legacy sy
stem enhancements and change control deployments affecting the consumer business
model. Performed needs assessments and gap analysis, gathered client and opera
tional requirements, validated policy and procedure consistency, identified syst
em controls, coordinated testing, and provided final business signoffs.
Managed Project to develop and implement new offsite collections startup and op
erations.
Coordinated client and internal teams to develop new product offering, terms an
d conditions for existing products, and consumer correspondence package.
Developed research tracking system interface specifications and performance rep
orting package to meet contractual obligations and service level agreements.
Customer Service Team Leader, Client Group Phone Units and Research Teams (1996-
1998)
Supervised 11 phone and research representatives. Monitored case work, assisted
with complex problem resolution, coached for performance improvement using phon
e system reports, call monitoring, and reports generated from case tracking soft
ware.
Developed and conducted systems and operations training programs for new hires
and client groups.
Senior Customer Service Associate (1995-1996)
Processed consumer inquiries utilizing various software programs. Handled escal
ated customer and branch situations. Managed indirect-loan dealer priority line
. Trained, monitored and coached new hires, and other department members. Supp
orted clients with equity lines of credit, personal and auto loans, and second m
ortgages. Processed applications utilizing a loan processing system integrated
with an imaging system.

EDUCATION
B.S., Business Administration/Management, Albright College, Reading, PA
TECHNICAL TRAINING AND LICENSES
Microsoft Office; Access; Project; PowerPoint; Visio; Shaw and Kranzley Consumer
/Commercial Loan Servicing Systems, ImageViewer and ViewStar Imaging Systems, Re
tail POS Systems. Individual Mortgage Broker, Banker, Secondary Lender Licenses
in Pennsylvania and New Jersey