Manager Customer Service

I am an individual with varied and extensive professional experience including over 20 years of

diverse experience in the lending/real estate industry. Some key competencies that I’ve developed

include:

• Leadership / Team Building

• Project Management

• Trouble-Shooting / analysis/ problem solving

• Customer Service

• Creating & delivering Training / Presentations

I excel at multi-tasking and possess outstanding interpersonal and communication skills. I learn and

adapt quickly and am self motivated. I am passionate about providing the utmost in service to both

internal and external customers.

In various management positions, I was the primary contact for my staff in relation to Human

Resource issues. I have extensive experience with the employee lifecycle, included but not limited

to planning, recruiting/staffing/on-boarding (hiring), performance appraisals, development,

promotion, retention, succession planning, rewards (compensation), disciplinary actions and

termination. I am also well versed in conflict management.

Administratively, I am proficient in the use of MS Office software. I have experience planning and

booking travel, event planning/co-ordination, facility functions (space planning/equipment

procurement), vendor management, preparing expense reports, managing budgets/accounting,

managing calendars/scheduling, process improvements, status reports, supply ordering and

inventory management.

I have recent experience volunteering at a performing arts center. Functions performed were: green

room/artist services, event planning, project management, administrative duties, etc.

I have extensive fraud detection and prevention experience. In my position as Risk Mitigation

Manager, I built and managed a team that re-underwrote loan files focusing on fraudulent activities

and operational risk. I also headed a team that performed forensic review on early/first payment

default loans for root-cause analysis. Further, I developed and delivered fraud prevention training

to other departments and groups.

I have provided support to legal counsel as a Senior Legal Assistant. Further, I have worked in

conjunction with both inside and outside counsel as a subject matter expert providing detailed

analysis of loan transactions, appearing at depositions and in court and answering interrogatories.

I am currently taking courses toward my bachelor’s degree and in addition to my AA degree, have

recently earned certifications in Human Resource Management, Business Management and

Accounting. I believe, that these certifications, along with many transferable skills I possess, that I

would be an asset in numerous positions. I have attached my resume for your review.

I would welcome the opportunity to meet with you to discuss how my experience would be

beneficial to your organization in this or other available positions. Please do not hesitate to contact

me with any questions or for further information.

Thank you.

Lisa Jimenez

LISA M. JIMENEZ

13621 Esplanade

North Tustin, CA 92705

714-***-**** - ******@*******.***

OFFICE MANAGER

Demonstrated management and leadership abilities in developing, implementing and managing

administrative/risk mitigation that improved productivity and profitability within the banking and mortgage

industries. Key competencies include:

• •

Leadership / Team Building Audit / Compliance / SOX Testing

• •

Training / Presentations Trouble-Shooting / Customer

Service

• •

Fraud Detection & Prevention Project Management

• •

Credit Risk Analysis Operations Oversight

TECHNICAL

Windows, Word, Excel, PowerPoint, Project, Access, Outlook, WordPerfect, Lotus, Visio, Desktop,

Underwriting, Alltel, ALE, CPI, Delphi, FiTECH, FiSERVE, Lomas, MLPS, Mortgageware, Reflections,

Internet, Web-based database tools such as Lexis Nexis, Interthinx, Choicepoint, RealQuest, Search Systems,

Fidelity, MARI, SAR/BSA e-filing, C.A.R. zipForm

PROFESSIONAL EXPERIENCE

Notary Public & Certified Signing Agent 2010 – present

Commissioned by the state of California to witness the signing of certain documents and administer oaths.

Facilitate mortgage closings by couriering loan documents, collecting and notarizing signatures and

delivering settlement checks.

Real Estate Transaction Coordinator/Administrator 2010 – present

Assist real estate agents and brokers in the processing of real estate transaction files. Gather information,

documentation and follow up on contractual items. Facilitate communication between parties to ensure

transactions proceed easily and efficiently.

Administrative functions include managing budgets/accounting, managing calendars/scheduling,

billing/accounts receivable, status reporting and process improvements.

WASHINGTON MUTUAL, Anaheim, CA 2000 – 2007

Credit Policy Development (4/2007-11/2007)

Managed the consistent delivery of risk management policies and standards across business channels by

establishing guidelines, operational controls, and standards for loan products for fulfillment, origination and

servicing

• Maintained policies, procedures, and guidelines for business lines and coordinated communication and

implementation of changes with business owners

• Reviewed and provided feedback on proposed product or operational changes that relate to existing or

new lending policies and standards and ensure that appropriate change control processes are followed

• Identified and assessed risk control and knowledge gaps in operations and/or production based on

reporting and loan quality, investor, regulatory, quality assurance, and compliance reviews and

coordinated action plan to address

Risk Mitigation Manager (2003-2007)

Managed, monitored and analyzed loan risk from application through the life cycle of the loan

• Built and managed an effective staff responsible for fraud detection and monitoring internal controls to

ensure that loan quality standards and regulatory requirements are followed and provided mentoring,

coaching, and training for areas impacting risk

• Created and delivered Suspicious Activity (fraud) training to Sales and Operations management and

associates

• Developed, recommended and implemented activities, guidelines and programs to support department

initiatives

• Interacted with external audiences (investors, brokers and vendors), internal audiences (management and

employees) and delivered timely and accurate information and/or support to both

• Prevented losses of approximately $45 million by identifying fraud on pre-funding basis

• Performed administrative functions such as: planning and booking travel, event planning/co-ordination,

facility functions (space planning/equipment procurement), computer system access, vendor

management, preparing expense reports, managing budgets/accounting, managing calendars/scheduling,

process improvements, status reporting, supply ordering and inventory management

WASHINGTON MUTUAL (Continued)

Strategic Risk Partner (2002-2003)

Ensured consistent application of credit philosophy to Loan Fulfillment Center personnel and Sales

associates

• Evaluated high risk, high profile and or precedent setting loan transactions to ensure that the

company was not exposed to unacceptable levels of risk

• Designated Risk Level Authority for Loan Fulfillment Center personnel

Optimum Support Manager (2001-2002)

Provided leadership, guidance and support to Loan Fulfillment Centers to ensure achievement of acceptable

loan quality

• Partnered with Loan Fulfillment Center Management to assess training needs of individuals and groups

• Managed various projects to ensure a successful outcome

Manager, Title Solutions Department (2000-2001)

Provided expertise in research and identification of trends in customer complaints, repurchase requests,

referrals, legal research, title claims, errors and omissions claims, and partial releases

• Analyzed and resolved complex customer complaint referrals, including regulatory issues, and

prepared responses

Underwriting Team Manager/ Policy Analyst, Direct Lending Division (2/2000-10/2000)

Evaluated and resolved difficult and complex customer service issues

• Underwrote loans to evaluate compliance, collateral, credit worthiness and capacity to repay

• Underwrote retail refinance, purchase money loans and workout loans for the Direct Lending

Division

• Ensured that all loans closed in compliance with Company, investor and regulatory requirements

AMRESCO RESIDENTIAL MORTGAGE CORPORATION, Irvine, CA 1994 – 2000

Senior Legal Assistant – Specializing in Compliance & Licensing (1998-2000)

Coordinated, oversaw and responded to multi-state regulatory examinations

• Monitored, evaluated and maintained multi-state licensing and resolved any discrepancies

• Researched regulatory compliance issues and state statutes

• Assisted senior legal counsel with employment law issues and other highly confidential matters

Supervisor, QC/Compliance & Cancelled/Denied Departments (1996-1998)

Restructured departments including establishing and implementing new policies and procedures

• Coordinated audit to ensure data integrity in reporting to HUD in compliance with HMDA requirements

• Collaborated with Technical staff to streamline process through extensive systems alterations and

enhancements

• Initiated and instructed training programs

Assistant Supervisor, Quality Assurance/Shipping Dept. (1995-1996)

Supervised staff of approximately 20 employees

• Orchestrated employee duties to meet sale deadlines

• Met with investors to discuss and resolve discrepancies

Executive Assistant to Senior Vice President/Compliance Officer (1994-1995)

PREVIOUS EXPERIENCE

G.E. CAPITAL MORTGAGE SERVICES, INC. - Irvine, CA

Audit Analyst/ Conduit Purchase Coordinator; Sr. Loan Interface Specialist; Collateral Control

Specialist

REPLACEMENT PARTS COMPANY – Irvine, CA

Office Manager

EDUCATION

A.A. Degree, Santiago Canyon College, Orange, CA – 2010

Certifications:

Business Management – 2009 Notary Public Commission – 2010

Human Resource Management – 2009 Certified Loan Signing Agent – 2010

General Accounting – 2009 Real Estate Transaction

Coordination – 2010

PROFESSIONAL DEVELOPMENT

Workshops/Courses: Leadership, Teambuilding, Management, Project

Management, Residential Mortgage Lending, Suspicious Lending/Fraud,

Underwriting, Compliance, Originations, Mortgage Bankers Association

Conferences, Real Estate Transaction Coordination, Notary Public

commission, Loan Signing Agent

Contact this candidate