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Madeline C. Schiff

Madeline C. Schiff

1990 Moortown Drive

1990 Moortown Drive, Dallas, TX 75025 Home 944-***-**** Cell 323-***-**** abqeer@r.postjobfree.com

C: 323-***-****-H: 944-***-**** Dallas, Texas 75025 abqeer@r.postjobfree.com

SUMMARY Operations Manager

Versatile Senior Leader with diversified experience in the Financial Services and Customer Service industries, encompassing

Resourceful and flexible manager with 11 years experience running operations for diverse businesses that include

roles focused on operations and process management. Flexible manager with proven performance in results oriented and

mortgage lenders and a community college. Repeatedly commended as outstanding contributor, leader and team

metrics driven environments. Proven ability to successfully launch and supervise site operations. Resourceful and skilled

motivator by management of top companies. Expertly analyzes existing workflows and improves effectiveness.

executive with subject matter expertise and business acumen across multiple business disciplines, including:

Consistently meets business-critical goals for operations, finance and human resources. Trusted with personal signature

authority for multi-million dollar loan transactions. Known for financial acumen and ability to build and motivate

Retail Lending Risk Management

effective teams.

Conforming, Non-Conforming and Government Lending Leadership Development

Areas of Expertise

Change Management

Quality Control, Regulatory and Compliance Mortgage Lending School Administration Project Management P&L Cost Control

Team Building Risk Management Workflow Improvement Business Process Redesign Change Management

Process Improvement and Workflow Design Regulatory Compliance Quality Control Leadership Development Team Building

Professional Experience

PROFESSIONAL EXPERIENCE

WELLS FARGO, Southfield, Michigan/Irving, Texas 2001-2008 WELLS FARGO, Southfield, Michigan and Irving, Texas 2001-2008

AVP, Operations Manager Residential mortgage originator and servicer (subsidiary of CitiGroup). Does $1.2 billion annually through branch network, wholesale and

Reported to the National Operations Director. Managed teams from ten to thirty through one direct report in the capacity of a correspondent channels.

team lead. Eleven years of human and process management. Responsibilities included supervision of team leads, processors,

Assistant Vice President, Operations Manager

underwriters and support staff responsible for the processing, closing and funding of Wells Fargo Employee, Branch, and

Reported to National Operations Director. Personally accountable for $600 million annual closings and trusted with

telesales-sourced products including conventional, FHA, VA, and second mortgage products.

signature authority up to $1.5 million. Selected by top management to build and lead high-profile Fargo North America

Gained extensive experience developing risk management strategies to ensure quality products were delivered to the

and FargoGold process teams. Directed processing, closing and funding of FHA, VA and second mortgages. Supervised

secondary market. .

processors, underwriters and support staff managed all aspects of employee evaluations including hiring, performance

Developed process improvement strategies with channel directors to increase employee job satisfaction and customer

reviews, merit increases and disciplinary actions.

satisfaction simultaneously. .

Reduced risk and operational losses by developing and executing new Quality Control processes. Won Quality of Excellence Award and Champion Award for superior customer service (2001 and 2002) by developing

Thoroughly experienced in leading successful integrations of new acquisitions to include training of products, programs, new loan-origination processes that cut decision time by 36%.

process flow and software platforms. .

Increased units funded (mortgage closings) by 20% during nine-month period in 2007. Collaborated with sales

Served as a consistent leader in turn time, key metrics, units and dollars closed, status calls, and anticipated settlement

management to meet company objectives and key metrics that included: Achieved better timeliness of closings,

dates, thus increasing units funded by 20% in nine months. .

improved turnaround time and higher number of units and dollars closed.

Improved overall site morale by creating a more team-oriented environment using team building activities and contests to

Achieved highest customer satisfaction levels (91%) in retail loan-origination channel during 2005. Exceeded

reengage staff and provide better customer service.

targets for loan production and base processing unit cost by 10%.

Continuously mentored all employees on every aspect of position requirements to include compliance and regulatory

issues, action plans, training, communication skills, customer service initiatives, vendor relationships, risk management Rolled out of leading-edge technologies in 2007 and 2002: Recognized by management for exceptional support

and quality with an attrition rate of 0% over a seven-year span. A total of nine direct reports have been promoted to and mastery of new technologies, for example: conversion to paperless environment (2007) and upgrade of core

management level positions. loan processing system with minimal interruption to customers or staff during 2002 conversion (SourceLink

Energetically cultivates open relationships with sales management to achieve respective company objectives and increased

to CFI ).

productivity of 2007 fundings by 25%.

Improved quality-control processes that reduced risk and operational losses, for example: Called for Manager

Professionally managed all aspects of employee evaluations to include hiring, mid-year, and annual reviews, merit increases,

Self-Audits (MSAs) for entire channel, and reported results to audit department. Slashed quality control (QC)

and disciplinary actions.

errors and corrected loans for salability into secondary market.

Proven experience dealing with day-to-day management and leadership of a team within a demanding, high-pressure

Set up company s first mixed team of on-site and remote employees (2006). Established field headquarters in

production-lending environment with direct involvement in creating strategies and solutions that result in delivering

Irving, TX and managed employees in five remote locations.

efficiencies and reduction in errors within a servicing/operations environment.

Achieved zero employee attrition over seven-year period (2001-2008) by mentoring employees and creating team

Led many tactical and strategic projects to enhance customer satisfaction, increase productivity and reduce costs, which

environment. During 2002-2007, coached nine individuals into management positions.

included movement to a paperless environment

COUNTRYWIDE HOME LOANS, Atlanta, Georgia 1998-2001

MADELINE C. SCHIFF Page Two

Nation s largest home loan originator, now part of Bank of America.

Branch Operations Manager

Reported to Regional Operations Manager. Trusted with underwriting signature-authority to $1,500,000. Managed team

of seven employees that included processors, underwriters, and Loan Consultants. Balanced pipeline loads to operations

COUNTRYWIDE HOME LOANS, Atlanta, Georgia 1998-2001

Branch Operations Manager staff. Increased overall production within the group through the building of morale and teamwork.

Reported to the Regional Operations Manager. Managed a team of seven employees consisting of processors, Won Circle of Excellence award in 1999 (one of 60 chosen among 3000 employees): Consistently achieved number

underwriters, and Loan Consultants. Responsibilities included branch operational component and the supervision of one ranking based on units and dollars funded among 11 branches in Greater Atlanta area.

its operations personnel. Consistently maintained the number one ranking of eleven branches in the Greater Atlanta

Underwrote and closed full pipeline of $10 million each month.

area for units and dollars funded. .

CENTRAL TEXAS TECHNICAL COLLEGE, Killeen, Texas 1997-1998

Prepared and submitted all required operations audits and reports to regional office. CTC has four campuses in Metro Dallas area and serves 6,000 students. associate of applied science degrees

Coached loan specialists through product, program, and process enhancements.

Program Manager

Performed quality control audits. Reported to Director of Continuing Education. Managed four-person team that researched, developed, and evaluated all

Balanced pipeline loads to operations staff. aspects of CE curriculum, including: subject matter, classroom materials, interviewing, hiring of instructors, scheduling

Obtained underwriting signature authority to $1,000,000. classes, registering students and issuing certificates.

Motivated employees in both operations and sales capacities to maximize efficiency and communication. Created quarterly curriculum catalog that detailed classes and schedules.

Significantly increased overall production within the group through the building of morale and teamwork. Ran purchasing operations and ensured compliance with strict purchasing regulations imposed by State of Texas.

Processed, underwrote, and closed a full pipeline each month.

GMAC MORTGAGE CORPORATION, Detroit, Michigan and Atlanta, Georgia 1994-1997

Now GMAC Financial Services, approximately 31, 000 employees and $22 billion annual revenues.

CENTRAL TEXAS TECH, Killeen, Texas 1997-1998

Program manager Processor and Closer

Central Texas Technical College offers AAT degree programs. Central Texas Tech has four campuses in the Metro Dallas area. Managed high-volume pipeline of relocation loans. Ensured on-time closing and superior customer service.

The college is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award technical

Planned, implemented and rolled out of one and done processing and closing, which achieved complete and

certificates of credit, diplomas, and associate of applied science degrees.

thorough customer contact throughout the loan process.

.

Processed loans for demanding, high-profile borrowers who were relocated by their employers (required

Reported to the Director of Continuing Education. Managed a team of four direct reports.

exceptional degree of professionalism and expedience due to caliber of borrower).

Researched, developed, and evaluated class curriculums to include subject matter, classroom materials, interviewing, and

hiring of instructors, scheduling classes, registering students and issuing certificates of completion. Creator of quarterly

TITLE INSURANCE CORPORATION, Bloomfield, Michigan 1993-1994

curriculum catalog, detailing classes and schedules

Now Lawyers Title Corporation. Protects financial interests of owners and lenders due to real-estate title defects or liens.

.

GMAC MORTGAGE CORPORATION, Detroit, Michigan/Atlanta, GA 1994-1997 Escrow Closer

Processor/Closer Prepared all closing documents from the lender, including HUD-1, Warranty Deed and title policy. Directed actual

closing with all parties (buyer, seller, realtor and loan officer). Managed payables, receivables and ensured timely payment

Responsible for managing high-volume pipeline of relocation loans to ensure on-time closing while providing superior of invoices.

customer service to our contracted business partners.

Planned and implemented roll out of one and done processing and closing, to maintain complete and thorough customer

EDUCATION

contact throughout the process of the relocating borrower, offering the utmost in quality customer service.

BA, University of Michigan, Ann Arbor, Michigan

TITLE INSURANCE CORPORATION, Bloomfield, Michigan 1993-1994

Communications and Advertising

Escrow Officer

Responsible for the preparation of all closing documents from the lender and the final preparation of the HUD-1, Warranty

Deed, and title policy for the borrowers. .

Performed the actual closing with all parties (buyer, seller, realtor, loan officer, etc) to explain legal documents being

executed, including but not limited to the HUD-1, TIL, Deed of Trust, etal.

Responsible for all accounts payable/receivable at the branch, ensuring timely payments of any invoices or bills received.

Supervised and recorded use of in-house public records plant to outside contractors/vendors and ensuring all accounts paid

current.

MADELINE C. SCHIFF Page Three

GATEWAY MORTGAGE, INC. Lansing, Michigan 1992-1993

Closer

EDUCATION

Bachelor of Arts-Communications and Advertising

University of Michigan, Ann Arbor, Michigan

Graduated December 1990

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