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Manager Customer Service

Jacksonville, Florida, 32256, United States
March 16, 2011

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**** **** **** ****

Jacksonville, Florida 32256

904-***-****(H) 904-***-****(Cell)


Twenty eight years management experience in the mortgage and finance


Production, Fulfillment, and Servicing experience in all loan


Experienced with managing multiple remote sites.

Ten+ years experience managing staff of 70+ associates in a multiple

function site.

Ten+ years experience managing and supporting multiple channels of business

(Direct Bank, Retail, Wholesale, Premier/Private Banking, Intranet,

Construction-Perm and Government).

Experienced with the entire mortgage process from application to loan


Managed downsizing of remote sites and expansion of remote sites.

Managed numerous mergers and acquisitions in the mortgage industry.


Bank of America, Jacksonville, FL 2006 to


Vice-President/Unit Manager

Selected as a member of the original management group to create and roll-

out the National Government Lending Fulfillment Center.

Responsible for a staff of 120+ associates in multiple functions.

Manage the Fulfillment Team for the Centralized Fulfillment (closing,

processing and underwriting).

Region consistently meets funding and customer service goals.

Managed Pricing and Accounting departments.

Managed the Set-up/Registration, Support and Vendor-Order departments.

Recipient of the Bank of America Medallion Award and recognized by

executive management for exemplary service.

Wachovia Mortgage Corporation, Jacksonville, Fl. 1995 to


Vice-President/Legal Consultant

Provided support to Southeast Retail, and Nationwide Wholesale and

Construction Loan teams, producing $280 million in loans monthly.

Maintained a high level of service to staff by providing guidance in the

closing, title, processing, underwriting, investor/marketability, loan

delivery, accounting, legal and compliance functions.

Managed the servicing process for the construction to perm portfolio.

Participated in revamping the Florida Service Center to a "cross functional

team", while formatting the processing, underwriting, closing and loan

delivery process.

Set-up and managed the Government Loan Team and Reverse Mortgage team.

Participated in numerous large scale mergers and acquisitions.

Assistant Vice President, Closing/Shipping/Funding Manager

Managed staff of up to 70+ employees.

Responsible for all aspects of the closing, post closing, shipping,

government insuring and guaranty areas, and the accounting/funding area.

Reduced outstanding incomplete unshipped files by 75%.

Dealt daily with secondary marketing and loan servicing to insure the

delivery of marketable loan product.

Demonstrated ability to meet closing/post closing goals (3 years straight).

Metropolitan Life Insurance Company, Owensboro, KY. 1994 to


Licensed Account Representative

Sales and service; life, health and retirement products.

Main Street Mortgage Company, St. Petersburg, Fl.

1993 to 1994

Default Manager

Managed the collection and bankruptcy departments.

Handled special loan portfolios including charge offs and high risk

delinquent portfolios to increase marketability.

Reduced delinquency by over 40%.

Participated in due diligence audits and on site visits for loan


Fortune Savings Bank, Clearwater, FL. 1991

to 1993

Assistant Vice President, Default Administration

Responsible for all aspects of Default Administration area for collections,

foreclosure, bankruptcy and REO departments.

Reduced overall delinquency by 60% and foreclosure losses by 50%.

Recognized by corporate CEO and President for reduction in charge-offs and

its positive effect on corporate profits.

Participated in Bulk Sales and Acquisitions Work Teams.


University of Kentucky, 1989

Kentucky Wesleyan College, 1981-82

Attended numerous management, leadership, and banking courses, including

courses through Mortgage Bankers Association, American Institute of

Banking, University of Central Florida and Western Kentucky University.

Additional Work Experience

**Carteret Savings Bank, Clearwater, FL

1989 to 1991- Supervisor, Default Administration Dept.

**Loan America Financial Corp, St. Petersburg, FL

1987 to 1989- Assistant Vice-President, Default Administration Dept.

**Lincoln Service Corporation, Owensboro, KY

1982 to 1987-Supervisor, Default Administration

Human Resources, Purchasing, Office Support

**Payne Service Company

1978 to 1982, Family Owned Business


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