Project Manager Management

MARK L. PETERS

**** ********* ***, *******, ********** 94521 510-***-**** *************@*****.***

PROJECT MANAGEMENT AND OPERATIONS PROFESSIONAL

Highly analytical, self motivated, and results driven professional, offering comprehensive experience in problem

resolution, economic and business functions, all in time critical, fast paced, and high volume settings. Accurate and

ethical in all work related assignments, combined with efficiency in synthesizing ideas and producing results in

highly stressed situations. Possess proven expertise in analyzing processes and procedures. Articulate communicator

with demonstrated ability in establishing and maintaining positive relationships based on professionalism and

integrity with clients and team members.

AREAS OF EXPERTISE

Leadership and Supervision Business Development Tactical Planning & Implementation

New Technology Integration Change Management Production & Efficiency Improvement

Program Management Strategy and Analysis Vendor Management

PROFESSIONAL EXPERIENCE

Charles Schwab Bank San Francisco, CA 2011 – Present

MANAGING DIRECTOR OF LENDING OPERATIONS / VENDOR MANAGEMENT TEAM

Led a cross functional project team through a major transition to a new vendor. Developed a co branded servicing

model and successfully transferred servicing of a $14 billion mortgage and HELOC portfolio with over 65K loans

being transferred and an exception rate below 2%.

Managed a team of associates with responsibilities including lending compliance oversight, servicing oversight,

phone quality monitoring, bank complaints, HELOC reconciliation, corporate advance reconciliation, and vendor

service levels.

Acknowledged for accomplishments achieved with Business Excellence Awards in Q1 and Q3 of 2012 and Aligned for

Success recognition in March 2012.

Bank of America Concord, CA 2010 2011

Vice President

SR. CHANGE MANAGER SERVICING GOVERNANCE

Performed cross functional program management surrounding a suite of initiatives related to development of

enhanced agency reporting to the US Treasury, HUD, Freddie Mac, Fannie Mae, and others.

Led a team of six project managers through the project life cycle utilizing Six Sigma methodology.

Managed program resources, $12 million budget, project timelines, tollgate approvals, and executive

communication.

Member of the Servicing Governance team which provided oversight to corporate project prioritization, funding,

and resource alignment.

Managed SOW with corporate supply chain for consultants assigned to program work.

Wells Fargo (Consultant) Concord, CA 2009 2010

SR. PROJECT MANAGER WEALTH MANAGEMENT GROUP MERGER INTEGRATION

Key member for strategic planning and change management for the merger with Wachovia regarding system and

process conversion for Private Client Services Lending.

Developed processing and underwriting end to end process maps for current, interim, and target states to assist

phased implementation across multiple fulfillment locations.

Identified and implemented an existing workflow tool that significantly improved departmental efficiencies by

developing a parallel workflow, reducing the overall turn around time by greater than 10%.

Facilitated project communication with leadership team through regular routines and status reporting.

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MARK L. PETERS

1302 Waterfall Way, Concord, California 94521 510-***-**** *************@*****.***

RISK MANAGEMENT / MORTGAGE LOAN QUALITY

Monitored and managed loan quality in the retail fulfillment site.

Executed audit and process testing through random and targeted reviews of specialized loan programs (FHA,

non Conforming, and Conventional lending), review of compliance issues and policies, and implementation of

new requirements.

Conducted group and individual training for associates to decrease loan defect frequency within the site.

Focused effort on loan quality reduced overall site loan defects by greater than 20%. The site’s FHA loan quality

experienced a dramatic lift with a greater than 35% reduction in the FHA defects.

Wachovia (formerly World Savings) San Leandro, CA 1999 2008

Senior Vice President

SENIOR ENTERPRISE PROJECT MANAGER / NATIONAL SALES SUPPORT MANAGER 2007 2008

Effective key leader on various merger integration related technology projects.

Managed project budgets and timelines for National Sales Support team.

Provided primary leadership to a product help desk supporting more than 8000 calls monthly.

Served as principal liaison with several corporate teams including Secondary Marketing, Underwriting

Administration, Corporate Communications, Construction Lending, and Loan Administration.

NATIONAL DIRECTOR OF HOME EQUITY OPERATIONS 2006 2007

Managed overall functional areas of origination related to portfolio home equity (HELOC) programs offered by

the association. Utilized strong leadership skills in directing eight departments consisting of over 160 associates

including technical development and support teams.

MARKETABLE PRODUCT HELP DESK LEADER 2006 2008

Successfully developed call center for internal account executives and external brokers. Proactively involved in

training development and implementation for the origination of secondary market products.

Managed corporate communications and marketable product communications to legacy World Savings employees

during integration to Wachovia

Developed and maintained heavily utilized internal website with over 10 pages of content for marketable product

updates, reports, and training.

EXCEPTION UNDERWRITING DIRECTOR 2004 2007

Worked collaboratively with mortgage insurance providers; played a pivotal role in the development and

execution of higher LTV/CLTV lending programs and technology.

Led the development and the day to day operations of our centralized underwriting center for lending exceptions

to policy and the sales support for these programs.

OTHER POSITIONS HELD AT WORLD SAVINGS/WACHOVIA 1999 2004

Home Equity Operations Manager, Corporate Website Project Team, Internet Business Development Manager,

Internet District Loan Manager, Internet Lending Account Executive, and Retail Field Account Executive.

EDUCATION

BACHELOR OF ARTS IN BIOLOGY Purdue University School of Science

PROFESSIONAL AFFILIATIONS

Project Management Institute Member

(PMP Certification targeted for Q1 2013)

COMMUNITY INVOLVEMENT

ServeFirst / Vitamin Angels

Attitudinal Healing Connection of Oakland

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