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Self-motivated mortgage professional offering exceptional creativity in helping clients achieve their goals. Works effectively on teams, independently, or in management roles. Has an extensive background in sales, call center environments, management, and maintaining business relationships with clients.

  • Well versed in using Encompass to structure and process mortgages
  • Excellent grasp of mortgage programs, processes, and requirements
  • High proficiency in client relationship building 
  • Excellent communication skills both on and off the phone
  •  Strong work ethic to achieve milestones and goals
  • In depth understanding of Optimal Blue, Mortech, and Encompass Pricing
  • Well rounded comprehension of Conventional and Government loans (FHA and VA)
02/2018 to Current
Senior Mortgage Banker The Money Source/AmeriSave Chandler, AZ
  • Achieved Top Funder in the Internet Aggregate division in both units and volume
  • Usage of Encompass and Velocify for Origination of loans
  • Efficiently converted outbound and inbound leads for rate/term refinance(s), cash out refinances, and purchase mortgages
  • Dealt with both new customer acquisition and current clients
  • High success in collecting all documents, information, and conditions needed to move files throughout the process from "lock" to "fund" 
  • Above average pull through metrics

07/2017 to 01/2018
Mortgage Banker New American Funding - Tempe Tempe, AZ
  • Used Encompass, Bankerview, and Optimal Blue to successfully originate both purchase and refinance mortgage loans that best met my client's goals and needs.
  • Conversion of, primarily, inbound mortgage leads into originations with high proficiency.
  • Achieved President's Club (10 or more fundings) during my third month on the floor.
04/2015 to 08/2017
Senior Loan Officer/Mortgage Banker Cardinal Financial Company, Limited Partnership Chandler, AZ
  • Origination of mortgage loans with Encompass, both purchases and refinances, that best met the borrower's goals and achieved the highest net benefit
  • Used my strong understanding of the mortgage process to collect documentation, and oversee the process from start to finish - helping to overcome any hurtles, or obstacles to achieve a finished product (funding)
  • Was one of the first chosen to be on the inbound-only team due to high application to lock conversion. Dealt, primarily, with Lending Tree leads as well as several other 3rd party transfer leads
  • Achieved the Top Banker award
  • Was in the top 10 for the most fundings in 2016 out of the entire Cardinal Financial Direct division
  • Achieved consistently high conversion and pull through (received pull through bonuses)
04/2012 to 04/2015
Team Lead/Floor Supervisor Consolidated Management Group/Global Recovery Group Chandler, AZ
As a Collector -
  • Dealt directly with consumers regarding collections and claims
  • Helped consumers with feasible approaches to resolving their claims while insuring a positive experience

As a Supervisor -

  • Supervised a team of several agents - making sure they achieved their goals, stayed focused, and kept a positive attitude at all times
  • Worked with Agents to point out strengths and weaknesses to help them learn and grow as an employee and an individual
  • Multi-tasked heavily with monitoring phone conversations, managing personal accounts, reviewing my team's accounts, and dealing directly with consumers while micro-managing (when needed) and macro-managing my team
  • Helped turn around the company culture and in turn both employee's and the company itself reaped the benefits with results that could be empirically measured
02/2010 to 04/2012
Call Center Sells Rep / Field Energy Consultant EPCON Solar Tempe, AZ
As a Sales Rep -
  • Opening and Closing outbound leads for coworkers and myself
  • Training others on a variety of tasks for the call center such as opening leads and closing leads
  • Scheduling energy audits and consultations
As a Field ​Energy Consultant -
  • Face to face/in house sales that involved helping clients understand the benefit of solar on their home
  • Put together full solar packages that included energy efficient additions as well e.g. radiant barriers
  • Helped pencil out net benefit and savings to insure solar was worth client's time and money
  • Closed deals and scheduled installations
Education and Training

NMLS Licsensed and State Licensed to originate mortgages in AZ, CA, FL, MT, NV, NM, OR, SD, TX, MD, MA, OH, IL, MI, PA, VA and AL

Two Years of College Chandler Gilbert Community College - Pecos Campus Chandler, AZ, United States
High School Diploma Basha High School Chandler, AZ, United States
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Professional Summary

Driven Loan Officer with a 17 year track record in mortgage and home lending product sales. Demonstrates strong interpersonal skills and exceptional service throughout the sales process.
  • Practiced at FHA/VA/conventional loan process
  • Disciplined, motivated, and structured
  • Professional and knowledgeable
  • Team player
  • Proficient with loan origination software
Work History
Branch Manager, 08/2016 to Current
Pacific Union Financial Brentwood, TN 37027
  • Oversaw first retail entry into the state of Tennessee and transitioned from temp Regus suite to 3200 square foot office in Brentwood, TN 
  • Developed and maintained relationships with local real estate agents.
  • Recruited and trained loan officers and processors
Loan Officer, 01/2016 to 08/2016
Movement Mortgage Nashville, TN
  • Developed and maintained relationships with local real estate agents.
  • Developed prospects for new loans by conducting 50 cold calls weekly.
Loan Officer, 08/2015 to 01/2016
Legacy Mutual Mortgage Brentwood, TN
  • Developed and maintained relationships with local real estate agents.
  • Developed prospects for new loans by conducting 50 cold calls weekly.
Branch Manager, 07/2011 to 08/2015
Accurate Mortgage Brentwood, TN
  • Recruited and train loan officers and support staff
  • Increased production by 33% from 24 million annually to 36 million
  • Developed and maintained relationships with local real estate agents.
Senior Mortgage Loan Officer, 02/2013 to 07/2013
Summit Funding Brentwood, TN
  • Developed and maintained relationships with local real estate agents.
SGT/E-5, 05/1989 to 05/1997
US ARMY Fort Polk, LA
Bachelor of Science: Finance, 1999
University of Tennessee - Knoxville, TN
BNI member and director since 2014
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Highly educated Legal Assistant who thrives in a professional business environment. Driven to uphold ethical standards while providing top-notch assistance to attorneys, lawyers and administrative staff.
  • MS Office Proficient
  • Westlaw and LexisNexis
  • Strong Presentation
  • Draft and Review Legal Documents
  • Meticulous

  • Self-Directed
  • Excellent Communication
  • Critical Thinker
  • Employee Training and Development
  • Business Correspondence
  • Medical Terminology
Self-driven and dedicated employee. Learns new skills and adapts to industry changes. High-energy enthusiastic, strong work ethic evidenced by promotions from employers. Thrives on improving processes.
Specialties: Magna Cum Laude graduate of the University of Missouri Columbia. Currently, a graduate student at Webster University pursuing a Paralegal Certificate and a Master's in Legal Studies.
Evictions and Foreclosure Specialist
March 2013 to Current
Kozeny & McCubbin Creve Coeur, MO Receive and accept  Eviction and Foreclosure cases for judicial and non-judicial states. Runs military and bankruptcy searches for all defendants. Researches request and review all pertinent documents. Drafts letters and  writs of execution, schedules and coordinates formal evictions.
Commerical Real Estate Administrative Assistant
May 2011 to October 2012
Dutchman Realty O'Fallon, MO Support commercial real estate brokers and Dutchman Realty brand awareness via all marketing activities: Develop property specific marketing materials, publish and maintain/update on company Website and related sites; Develop digital and print presentations for industry-related events; Prepare market research and client briefs; Build and implement internal processes in compliance with MREC regulations; Order and maintain signage for Properties.
Real Estate Sales Person
March 2006 to September 2010
REALPRO INC, TRADEMARK REALTORS & NATIONAL REALTY GROUP CA Riverside, CA Listing & Selling Agent positions. Scope of responsibility included managing 100 plus REO properties and selling, coordinating complex data collection and completing Broker Priced Opinions. Also maintained/updated records while monitoring properties for occupancy and general maintenance, managing utilities and planning showings to potential buyers. Successfully closed over 350 transactions.
Mortgage Loan Officer
December 2003 to March 2006
Clinical Consultant, Medical Sales
August 1999 to December 2003
Registered Respiratory Therapist
August 1993 to August 1999
Saddleback Memorial Laguna Hills, CA
Registered Respiratory Therapist
August 1990 to August 1993
Pali Momi Medical Ctr Aiea, HI
Education and Training
Master of Arts : Paralegal, 2018 Webster University Webster Groves, MO Coursework in Paralegal Studies.  Obtaining Paralegal Certificate in 2018.  Master's in Legal Studies, 2019.
Bachelor of Science : Respiratory Therapy University of Missouri Columbia Columbia, MO, usa Graduated Magna Cum Laude, Member of Dean's List and University Scholar
Activities and Honors
Licensed Real Estate Sales Person in Missouri and California
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Professional Summary
Analytical and strategic Brand Manager with excellent problem solving skills. Organized, efficient and always willing to go the extra mile for on-time content delivery.
  • Social media engagement
  • Digital marketing
  • Creative and innovative
  • Budget development and management
  • Market research
  • Natural leader
  • Natural leader
  • Social media expert
  • Online and mobile consumer marketing tools
  • Special events planning
  • E-mail and direct mail marketing campaigns
  • Corporate messaging
  • Persuasive
  • Story development and brand management
  • Strong time management
  • Multivariate testing knowledge
  • Sales strategies
  • Product marketing specialist
  • Strategic thinker
  • Organized
  • Marketing plan development
  • Thought leadership content development
  • Quantitative and qualitative market research
  • Positioning
  • Sales training
Work History
Wholesale Disclosure 03/2016 to 09/2016
Premier Nationwide Lending Lewisville, TX
  • Responsible for processing of approved loans.
  • Cleared conditions and issued changes to the terms on previously approved loans.
  • Ensure exceptional customer service by maintain thorough knowledge of lending programs, policies, procedures, and regulatory requirements.
  • Monitor the activities and performance of assigned accounts.
  • Analyzed usage patterns to understand ways in which customers used company products and services.
  • Initiated market research studies and analyzed findings.
  • Assist with the creation of new metrics as well as operational analysis.

Director of Marketing Operations 01/2014 to Current
Be What The Ordinary Fear Arlington, TX
  • Improved marketing and advertising campaigns for merchandising line; clothing and accessory design to drive annual revenues and brand awareness on social media.  
  • •   Structuring and building quantitative and qualitative/conceptual analyses.
  • Implemented strategy for overall marketing measurements, dashboards/analytics and marketing attribution.  
  • Structured and analyzed data obtained from analytics on social media and ecommerce.     
  • Bring data to life through visualization and storytelling.
  • Created a strong brand image that reassured online sales, managed the online transaction system, improved customer experience, and updated the online store.  
  • Utilized blogging, email, video, social media, paid advertising and networking as tools to drive organic search traffic to the company sites.  
  • Coached and mentored contemporaries on sales and marketing methods.  
  • Analyzed business developments and monitored market trends.  
  • Consulted with buying personnel to determine projected demand for products and services.  
  • Completed quarterly forecasting and monthly financial reviews.  
  • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.  
  • Coordinated and participated in promotional activities and trade shows.  
  • Analyzed third-party data and investigated new growth opportunities.  
  • Collaborated with developers, advertisers and production managers to market products and services.  
  • Coordinated art and graphics creation for effective merchandising.  
  • Identified value propositions and key messages for all of the company's marketing campaigns.  
  • Preserved brand integrity by monitoring the consistency and quality of marketing content.  
  • Developed and implemented campaigns for email, online advertising, search engines and direct mail.  
  • Analyzed usage patterns to understand ways in which customers used company products and services.  
  • Defined and tracked campaign effectiveness and adjusted strategies accordingly.

Marketing Intern 09/2016 to 01/2017
The Bomb Factory Dallas, TX

  • Assisted with finding and booking artists/bands for The Bomb Factory and Trees Dallas music entertainment venues. 
  • Managed all marketing communications relating to tours and events.  
  • Built and executed social media strategies through competitive research, platform determination, benchmarking, and messaging and audience identification. 
  • Set up and optimized company social media pages to increase the visibility of   company's web presence. 
  • Generated, edit, publish and share daily content that and encourages audience engagement and ticket sales. 
  • Captured and analyzed the appropriate social media data, metrics, insights and best practices, and improve organic search traffic.  
  • Created and managed editorial calendars and syndication schedules.
  • Analyzed usage patterns to understand ways in which customers used company products and services.  
  • Communicated marketing teams' plans and accomplishments to verify alignment with senior management objectives.  
  • Preserved brand integrity by monitoring the consistency and quality of marketing content.

Home Service Specialist II 10/2012 to 01/2014
Bank Of America Plano, TX
  • Responsible for processing of loans approved by Underwriters or an automated decisioning system within designated signing authority limits.
  • Cleared conditions and issued changes to the terms on previously approved loans.
  • Verified conditions of approval which included customer income/assets documentation.
  • Experience in production, process improvement, and/or project management.
  • Resolved routine title issues which included: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances.
  • Processed subordinations, resolved appraisal disputes, and coordinated closing activities
  • Ability to think out of the box and provide input and suggestions on ways to improve reporting process, including but not limited to streamlining the loan processing timeline.

Customer Relations Manager II 12/2011 to 10/2012
Bank of America Fort Worth, TX

  • Cultivated on-going customer relationships. 

  • Analyzing operational and financial data.
  • Managed a portfolio of delinquent loans by working with loan modification and disposition specialists to determine solutions that cured the account in a timely manner. 

  • Created Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure for customers. 

  • Responded to customers, investors, or other 3rd party inquiries, researched, prepared, and procured documentation, and analyzed requests in accordance with established guidelines and determined appropriate course of action. 

  • Maintained proactive communication with customers and banking center associates, realtors, and in the closing process of the loan. 

  • Managed a heavy pipeline 50+ loans simultaneously.
Executed company goals and metrics.

  • Analyzed business developments and monitored market trends.
  • Negotiate contracts to meet retention goals
  • Monitors and analyzes financial consequences of chosen methods and works with clients to minimize their costs.

Customer Advocate/Office of the President 02/2010 to 12/2011
Bank of America Fort Worth, TX
  • Ensured cases from CEO, State Presidents, Consumer Executives, Regulatory Agencies, Media Relations, Investor Relations, Law Offices, Special Interest Groups and Customer Advocacy Groups were handled promptly and accurately.
  • Managed, changed, and processed improvements and integrated with card and deposits to develop consistency across Executive Customer Relations to improve Customer Experience.
  • Balanced, risks, and rewarded appropriately to minimize the impact of the Bank's reputation and image.
  • Responsible complex conflict resolution and problems.
  • Execute complex transactions for a single site/business unit or smaller business unit(s), which included research.
  • Participated in the design, development and implementation of complex products, systems and services in an operations environment.
  • Managed projects and direct activities of team related to special initiatives of an operations nature.
  • Directs the management of all account relationships within an assigned portfolio, through both written and verbal communication channels.

Skills Used

  • Experienced in cross- functional experience: sales, origination, servicing, mortgage, home, equity and insurance services
  • Strong negotiation skills that benefits both a win for the customer and the company
  • Ability to reduce customer complaint volume
  • Strong judgment skills and the ability to act with speed and eliminate barriers and roadblocks
  • Possess strong organizational and time management skills
  • Great management and multi-tasking skills
  • Excellent verbal and written skills

Mortgage Loan Officer Bank of America Fort Worth, TX
  • Identified value propositions and key messages for all of the company's marketing campaigns.
  • Analyzed usage patterns to understand ways in which customers used company products and services.
  • Defined and tracked campaign effectiveness and adjusted strategies accordingly.
  • Developed and implemented campaigns for email, online advertising, search engines and direct mail.
  • Received inbound calls from borrowers requesting loan information regarding possible refinances or home equity lines of credit for their current home mortgages.
  • Originated loans and completed the loan application and send them to the regional branches for the final approval.
  • Mentored other team members regarding job duties, daily activities and processes of the position.
  • Always able to maintain customer focus, while continuing to be an agent of change for Bank of America.
  • Sells value added products or services to existing accounts.
  • Sub prime lending expert

Loan Counselor and Customer Service 11/2004 to 07/2006
Bank of America Fort Worth, TX
  • Received inbound calls from borrowers requesting loan information as well as updating insurance, tax information, escrow analysis, and able to request and discuss amortization schedules.
  • Communicated with mortgagors that were delinquent on their mortgage loans.
  • Managed and assisted employees within the team to carry our daily tasks of the role.
  • Handled all phases of collection activity for real estate loans throughout delinquency (until the loan was cured).
  • Made continuous contact with the borrowers to explore foreclosure alternatives.
  • Completed documentation of collection efforts, which included communications, reason for default, payment plans, updated phone numbers and mailing addresses
  • Making credit decisions for Full Spectrum Lending customers

Personal Administrative Assistant 03/2002 to 03/2008
United States Marine Corps Reserve United States
  • A track record demonstrating a high level of personal initiative, setting and achieving challenging goals, and demonstrating leadership.
  • Operated office machines; photocopies and scanners, facsimile machines, voicemail systems, and personal computers.
  • Answered telephones, direct calls and take messages.
  • Sorted and routed incoming mail; prepare outgoing mail.
  • Proofread data and other information.
  • Communicated with customers and employees to answer questions and disseminated or explained information, which coached other Marines and address complaints.
  • Compiled copied, filed records, and business transactions. •Processed and prepared government forms.
  • Handled leave request.
  • Facilitated PME (Primary Military Education) classes and meetings.
  • Managed over 30 Marines simultaneously for specific trainings and information.

Bachelor of Science: Music Business 2015 Full Sail University - Winter Park, FL
Master of Science: Marketing 2016 Full Sail University - Winter Park, Fl

Google Analytics Certified

Ad Words Mobile Certified

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Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Driven Store Manager skilled in providing creative solutions to customer complaints. Trains retail associates on sales techniques and world class customer service. Hardworking retail management professional versed in all aspects of running a high-end store, including opening and closing procedures, banking, merchandising and recruiting. Store Manager equipped with extensive experience in retail management and sales. Employs excellent leadership skills and multi-tasking strengths.  Experienced Store Manager adept at problem solving, customer service and hiring and training hardworking, quality staff. Results-oriented Store Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
  • Retail inventory management
  • Store opening and closing procedures
  • MS Office proficient
  • Conflict resolution skills
  • Team-oriented
  • Sales professional
  • Skilled multi-tasker
  • Talent development

  • Accurate cash handling
  • Store operations
  • Outstanding communication skills
  • Commission sales
  • Recruiting and Interviewing
  • Management of remote employees
  • Client relations specialist

Home Depot Brunswick, GA Store Manager 08/2010 to 04/2017 Researched current and past business performance using online systems and available reports. Developed rapport with the customer base by handling difficult issues with professionalism. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Determined staff promotions and demotions, and terminated employees when necessary. Trained all new managers on store procedures and policies. Worked closely with the district manager to formulate and build the store brand. Delivered excellent customer service by greeting and assisting each customer. Addressed customer inquiries and resolved complaints. Developed rapport with the customer base by handling difficult issues with professionalism. Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Home Depot Yulee / Copaigue , FL / NY Assistant Store Manager 10/2002 to 08/2010 Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills. Shared product knowledge with customers while making personal recommendations. Maintained friendly and professional customer interactions. Hired and trained all sales staff for new store location. Resolved customer complaints each month regarding sales and service. Addressed and corrected sales staff communication issues in a tactful and effective manner. Trained staff to deliver outstanding customer service.
Atlantic Lucent Technologies Lake Success, NY District Sales Manager 11/1998 to 10/2002 Generated monthly and annual sales reports. Created and directed sales team training and development programs. Managed a regional sales staff of 10 members. Led sales calls with team members to establish sales and customer retention goals. Managed sales transactions with a revenue stream of $15,000,000.00 annually. Negotiated and closed contracts with Large companies, including Modells Sporting goods, Merryl Lynch and Citibank. Partnered with install providers to ensure seamless integration of new IVR and telephone equipment. Executed consistent monthly quality reviews with all installers.
Green Point Financial Corporation Flushing, NY Assistant Mortgage Loan Officer 03/1993 to 11/1998 Researched banking guidelines and statutory requirements to stay updated on new laws and applications. Adhered to all federal and state compliance guidelines relative to retail mortgage lending. Assisted senior-level credit officers with complex loan applications. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Educated customers on the variety of loan products and available credit options. Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports. Researched insurance information and flood certificates.
Education and Training
High School Diploma 1988 North Babylon Senior High School, North Babylon, NY, USA
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Experienced professional dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and an enthusiastic team player dedicated to process improvements and staff development.
  • Multi-operations Management
  • Compliance Auditing
  • Excellent Negotiation Skills
  • Superior verbal and written communication skills
  • Training, Coaching and Mentoring
  • Proficient in MS Office
  • Account Management
  • Profit and loss Management
  • Process Improvement
  • Personnel/Performance Management
  • Financial Planning
Additional Information
Series 6 License, FINRA* Life, Health & Annuity License, State of Ohio * NMLS Licensed/Registered * Notary License, State of Ohio
Work History
Sales and Operations Manager, Mortgage Loan Officer (MLO), 11/2015 to 03/2017
First Federal Bank Berlin, OH
  • Recruited to manage and direct all sales and operations according to the bank's objectives.
  • Key player to work directly with CEO to spearheaded cross-functional initiative to achieve the rebranding of a major product line and supervised all required training.
  • Supported management through risk identification, control testing and process improvement procedures.
  • Supervised and coordinated projects for internal audits and examiner evaluations.
  • Created a new revenue stream and strengthened company's business by leading in the implementation of a new Mortgage Lending Department in Holmes County.
  • Partnered successfully with Vice President of Commercial Lending to acquire new business and deepen existing relationship.
  • Trained, coached and mentored staff to ensure smooth adoption of new program and adherence to existing policies and procedures.
  • Increased profits by more than 50% through restructured business line.
  • Received superior customer service satisfaction scores for 5 consecutive quarters.
  • Originated, reviewed, processed, closed and administered consumer and mortgage loan proposals.
Sales & Operations Manager; Business-to-Business Sales (MLO), 01/2010 to 11/2015
First Merit Bank Akron, OH
  • Recruited to managed high volumes of financial activity in a fast-paced, risk-based multi-unit corporate environment.
  • Conducted internal control audits and supplied comprehensive recommendations to mitigate the associated risks.
  • Collaborated with the compliance department to eliminate procedural errors and margin breaks.
  • Assessed clients' financial situations to develop strategic financial planning solutions.
  • Used investment instruments in complex option hedging strategies and trading scenarios, including fixed income and equity securities.
  • Surpassed annual sales quota by 35% by incorporating several quality process improvements within the branch.
  • Created new revenue streams by cultivating successful partnerships with Commercial Lenders, Wealth Management and Treasury Management with net worth of more than $6,000,000 in revenue over 3 year.
  • Conducted daily huddles and monthly meetings to support staff.
  • Analyzed and managed P&L budgets, financial reports and projections for accurate reporting of financial standing.
Market Sales & Service Wholesale Training Manager (MLO), 01/2006 to 01/2010
JPMorgan Chase Northeast Ohio, Ohio Valley & West Virginia Territory, Ohio
  • Promoted to Sales &Service Wholesaler/ Trainer for a territory including 50+ branches.
  • Responsibilities included, but not limited to,visiting branches daily to audit, administered performance reviews, build action plans, inspect, train, coach staff on proper sales, operations and service procedures.
  • Reported internal control issues to management and supplied comprehensive recommendations to mitigate the associated risks
    • Developed, coordinated and facilitated market-wide sales meetings, classroom training sessions, calling centers and workshops for newly hired and experienced exempted and non-exempted employees
  • Assessed training needs through surveys, audits, observation and interviews with employees, focus groups and consultation with managers.​
  • Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.​
  • Created an online training program to be used during video training conferences.​​
  • Reviewed daily metrics of branches to evaluate their strengths and weaknesses.
  • Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations.
  • Area Business-to-Business Sales Manager (MLO), 01/2005 to 01/2006
    JPMorgan Chase Northeast Ohio Territory, OH
    • Promoted to manage the Retail Business Banking Chase-at-Work Program for the Northeast Ohio Region.
    • Developed metrics, managed pipelines and measured success in order to further penetrate the marketplace.
    • Analyzed contract performance for bids, budgets and forecasts.
    • Earned exceptional ratings and testimonials from clients on customer feedback surveys.
    • Collaborated with Commercial Lending and Business Banking Department leaders to achieve better market penetration.
    • Planned and conducted monthly staff and market meetings for training and process improvement techniques.
    • Coordinated upper management's market visits and key account calls.
    • Managed the highest volume accounts in assigned territory.
    • Formulated custom business plans for incoming account managers.
    • Achieved triple digit growth in territory business base accounts.
    Branch Manager, MLO, 01/2000 to 01/2005
    Bank One/JPMorgan Chase Wooster, OH
  • Oversaw all sales, service,audits and operations ofa branch team consisting of 8 customer service representatives, 3 personal bankers and 2 FT Investment Banker.
    • Accountable for interrupting Profit & Loss data reports to identify opportunities for improvement.
  • Profiled and analyzed investment products to develop customized financial strategies for clients' financial needs.
  • Identified problem areas within the loan portfolio, analyzed risks and suggested appropriate solutions.
  • Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop a financial plan.
  • Increased overall annual sales by incorporating several quality process improvements within the branch.
  • Trained and monitored team members on applying due diligence procedures and regulatory mandates.
  • Relationship Investment Banker, MLO, 01/1998 to 01/2000
    Bank One Wooster, OH
    • Served as a Personal Banker and Investment Banker helping customers by ensuring customized product packaging and exceptional customer service through Profiling to discover ways to help better meet their ever-changing financial needs.
    • Responsible for acquiring, retaining and deepening new and existing personal, business and investment consumer relationships.
    • Planned client relationship cultivating activities to promote growth, resulting in an expansion of clientele and decreased attrition.
    Bachelor of Science: Business Management , Michigan State University - East Lansing, Michigan
    Course work in Business, Management, Marketing and Communications
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    Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
    • Service solutions expert
    • Dedicated to process improvement
    • Strong problem solving ability
    • Proficient with Microsoft Office Suite
    • Customer Relationship Management software (CRM)
    • Troubleshooting skills
    10/2012 to 10/2016
    Operations Analyst Bank of America Plano, TX Excelled meeting production, quality and service standards along with providing direct coaching and feedback to ensure quality. Developed process improvements to enhance efficiency and effectiveness of inter-department operations. Facilitated information flow between customer service, account management operations, quality assurance and training to guarantee objectives were met. Developed effective relationships with all departments through clear communication. 
    10/2009 to 12/2012
    Loan Modification Specialist Bank of America Plano, TX Considered Subject Matter Expert selected to assist with the development of the call center's operations, quality and training processes. Achieved customer satisfaction rating of 95% within a month, exceeding targeted goal. Built customer loyalty by placing follow-up calls for internal and external customers who reported issues. Provided accurate and appropriate information in response to customer inquiries in a timely fashion. 
    02/2009 to 10/2009
    Mortgage Loan Officer Bank of America Plano, TX Adhered to all federal and state compliance guidelines relative to retail mortgage lending. Performed daily maintenance of the loan applicant database. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Educated customers on the variety of loan products and available credit options.
    Education and Training
    Texas Woman's University Denton, TX, United States Coursework in English, Legal Research and Government Studies