Customer Service Quality Assurance

Heidi W. Fletcher

**** *. ********** **** ? Gilbert, AZ 85297

480-***-**** ? Cell: 480-***-**** ? *******@*****.***

SUMMARY

Leader ... Strategic Planner ... Problem Solver ... Change Agent ...

Project Management ...Team Builder

Operations executive with extensive experience in strategic planning,

problem solving, team building and project management. Key strengths are

in streamlining processes and procedures by developing systems that improve

efficiencies in operations, cut costs and increase revenue. Track record

of building successful teams and motivating people to achieve extraordinary

results by guiding operations to create performance and service excellence.

Strong leader who leads by example.

SIGNIFICANT ACCOMPLISHMENTS

Leader

. Dramatically improved a struggling department through training, coaching

and mentoring, and turned the staff into a well-performing team.

. Led a re-organization of an operations team through the streamlining of

production efforts and training.

. Served as project leader for a computer system conversion in a loan

servicing department and in annual escrow analysis.

. Successfully stabilized the Board of Directors and management team of a

public charter school that was experiencing turmoil.

. Led strategic initiatives at a public charter school that resulted in a

wait list for student admittance and significantly improved the public

image of the school.

Strategic Developer

. Developed and implemented an incentive and cross sales program that

increased sales by 19% in a one year period.

. Consistently responsible for research and development of new products

that significantly enhanced the bottom-line.

. Identified and developed staff training and customer service initiatives

that prepared the department for rapid growth.

. Developed a quality control program for mortgage production that resulted

in only two loan repurchased in four years.

. Acted as a leading participant in an Asset Liability Management Committee

in risk assessment and product pricing.

Operations

. Developed a quality review to monitor compliance and support training

initiatives that resulted in an increase in accuracy compliance from

approximately 30% to 80%.

. Organized, created and implemented policies and procedures that improved

the consistency of service to members and streamlined communications

throughout the department.

. Designed, tested, implemented and developed lending software that

significantly improved efficiencies and streamlined loan processing.

. Responsible for contract negotiation with FNMA, FHLMC and other secondary

market investors that resulted in an increase in market share.

. Increased the portfolio growth by 50% with no increase in staffing.

PROFESSIONAL EXPERIENCE

ARIZONA FEDERAL CREDIT UNION, Phoenix, AZ 2007 - Present

Senior Director of Mortgage Services

Reported to the Chief Operating Officer as a member of the senior

management team, and managed mortgage lending operations (origination

through loan servicing).

PENN STATE FEDERAL CREDIT UNION, State College, PA 2000 - 2007

Lending Services Vice President

Reported to the Chief Executive Officer as a member of the senior

management team, and managed full lending operations (origination through

quality review audits).

REAL ESTATE MORTGAGE RESOURCES, Camp Hill, PA 1997 - 1999

Senior Loan Originator

Responsible for origination of investment quality mortgage loans and

established and maintained numerous exclusive client referral relationships

with local realtors, builders and developers.

PNC MORTGAGE CORPORATION OF AMERICA, Camp Hill, PA 1995 - 1996

Senior Loan Originator

Originated investment quality mortgage loans and established and maintained

client referral relationships within the bank branch system with realtors,

builders and developers.

PINNACLE MORTGAGE INVESTMENT CORP, Lancaster, PA 1989 - 1994

Vice President Loan Operations

Managed operations, processing, underwriting, closing and post-closing for

retail and wholesale production and reported to the President and Chief

Executive Officer. Acted as investor liaison for secondary market

investors (i.e. FNMA, FHLMC), negotiated product delivery details of

mortgage product.

PARENT FEDERAL SAVINGS BANK, Lancaster, PA 1986 - 1989

Quality Assurance Manager/Loan Servicing Administrator

Performed operations functions including payment processing, escrow

administration, investor reporting, customer service, and systems

administration.

EDUCATION

Bachelor of Science, Individual and Family Studies, College of Human

Development

The Pennsylvania State University, University Park, PA

AFFILIATION

Past Board Chairman, Centre Learning Community Charter School, State

College, PA

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