Sales Customer Service

WILLIAM L. ROMAN

**** *. **** ******, *******, IL 60459

Phone 708-***-**** Fax 866-***-**** Email *************@*****.***

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QUALIFICATION HIGHLIGHTS

SKILLS: Manager, Operations Supervisor, Trainer, Efficiency Manager,

Motivator / Coach

. High impact personality with a strong professional presence, high

energy, and enthusiasm. Results orientated; focused on achieving

goals.

. Successful in recruiting, training, leadership abilities and team

development skills. Very organized, excellent written and verbal

communication skills from corporate to general customer service

arenas.

. Manages transitions and new venture startups, that generated results

to improve processes to eliminate production time waste and cut cost.

. Ability to build and foster good interpersonal interaction and

motivate individuals to excel in the learning process. Achieve

measurable performance that generates results.

PROFESSIONAL EXPERIENCE

Business Developer, LPD Corporation, Palos Hills, IL 1997 to 1999; 2007 to

Present

. Launched the set-up and build-outs of eight new business ventures;

hire and train new staff; set operation budgets and forecast

accurately; handle contract development and negotiation;

develop/implement compensations plans.

. Created advertising strategy and supervised its execution in multiple

media outlets.

. Developed/facilitated a course that was approved by the State of

Illinois and open a school and continuing education classes for 200+

State of Illinois licensed loan originators, who went on to become

licensed financial professionals.

. Composed customized training tools for loan originators written in

simple terms in a 1-page format to determine if customers were

qualified to get mortgages to shorten the amount of customer contact

time, which then improved the sales rates and increased response rate

by 38% which set an industry wide standard. This improved the

application process by 50%.

. Executed 8 direct-mail campaigns producing Returns on Investment (ROI)

in excess of 240%; direct mail generated a 2.5% response rate and 33%

close rate.

Affinity Program Director, Senior's Equity Income, Inc., Lombard, IL 2006

to 2007

. Identified new markets in the HUD HECM mortgage lending rules.

. Developed a formidable reputation with the understanding of the

complex procedures that govern the reverse mortgage industry. Achieved

new business accounts of 20 Plus.

. Managed and trained in a marketing referral relationship program (FHA

Advisor Program), a 25-broker pipeline, to grant reverse mortgages to

senior citizens which were so successful it grew sales to 8 to 10

loans per month.

. Generated sales by presenting information to senior clubs on Reverse

Mortgage lending.

. Fostered relationships by helping clients get the homes they could

actually afford based on their income and expenses, closing 5 to 6

loans per month.

Account Representative, Nations Title Company, Lombard, IL 2005 to 2006

. Developed a 35-75 broker pipeline of mortgage brokers to increase

sales of title orders.

. Earned commission with no base required within 30 days after hire;

achieved 100% growth in income in one year.

. Planned and organized events within brokers' sales departments to

increase orders.

Analysis /Sales Coach, Today's Leadership, Inc., Chicago, IL 1997 to 2005

. Developed and delivered training on corporate process improvement, and

organizational development. Resulting in greater productivity,

positive morale, more balance, and greater clarity. Achievement:

acquired companies gaining employee commitment through talent

management.

. Coached executives to effectively cooperate with their Corporation's

mission, vision, values, and goals; educated them on identifying

process improvements and service level changes; result: a 40%

reduction in operating costs that yielded a savings within 2 years.

. Collaborated in creating and designing, then became the instructor of;

MYOB (Mind Your Own Business), on owning your own coaching practice.

Globally servicing 20 to 30 students per quarter, using teleclasses

and webinars.

. Created and conducted competitive awareness and retention training

sessions for customer service center, attaining a 91% favorable

feedback rating.

Manager, Associated Funding Services, Inc. Hickory Hills, Il. 1994 to 1997

. Rebuilt a previously under-performing sales and service mortgage

organization with 30 employees to achieve $70 million in sales and

revenue for the Midwest region in 2 years.

. Restructured field sales to align closely with customer and market

opportunities; reduced inefficiencies; drove down operating costs.

. Established daily, weekly and monthly sales metrics and performance

indicators which improved inside and field sales staff productivity;

eliminated internal conflicts.

Manufacturing Coordinator, Fashion Bed Group, Inc., Chicago, IL. 1980 to

1994

. Coordinated a MRPII/JIT environment interfaced with the sales,

purchasing engineering, production, fabrication, assembly and customer

service departments.

. Functioned as a Production Supervisor, Safety Director, and

forecasting over 5 assembly lines, 2 shifts of 50+ employees (union

and non-union). Achieved a 97% audit inventory control. Spearheaded

exponential growth working in multi-sites, as our company was

acquiring other companies and going through restructuring.

EDUCATION/CERTIFICATIONS

B.S., Telecommunication/Business Management, DeVry University, Lombard, IL

1992

State of Illinois Department of Professional Licenses, Loan Originator,

031.0023322, 6/30/2010

TRACS to Teach, Trinity Christian College, Palos Heights, IL 2002/03

(Hold a State of Illinois, Substitute Teacher Certification 2000 / Present)

Recertification on Pre-requisites, Moraine Valley Community College,

Present

Coach Training, Coach U, 1999

Toastmasters International, Moraine Valley Community College, Palos Hills,

IL 1994-97

Certificate, Dale Carnegie Institute, 1988

Certificate, Basic Law Enforcement, University of Illinois, Willow Springs,

IL 1978

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