Customer Service Vice President

RESUME

Richard L. Guida

210-***-**** - Home

210-***-**** - Work

********@*****.***

Summary:

I am an innovative, seasoned, hands-on Senior Executive with the skill to

motivate people in order to achieve bottom line success. My experience has

taught me how to be results oriented without alienating fellow employees.

Leading by example is one of my strong suits. My job responsibilities have

always included short and long term strategic planning. I also have the

skills adapt to market fluctuations. I currently manage a budget of $65

million dollars. I thrive on challenge and I am not afraid of turnaround

situations. My experience includes Branch Management, Commercial and

Consumer Loan underwriting / Servicing / originations including workouts.

Core Competencies:

Results oriented, innovative, extensive P& L experience, leading people,

Strategic Planning and goal setting, excellent communication skills,

customer service focused, ability to foster change, team player, decision

maker, ability to constantly learn, turnaround experience, flexibility,

team player, and ability to grow a business.

Experience:

9/2000 - Present Citigroup

Senior Vice President Southwest Operations

Southwest Regional Director responsible all Consumer and

Commercial activities for my region including Liability

Investigations, All type of Loan Operations and

Underwriting, All type of Loan Originations, Commercial

Loan Workouts. I currently have a single signer credit

authority for up to 10MM. Member of the Regional ALCO

committee. Hands on day-to-day management of all related

functions. Liaison with various Bank supporting groups

such as Audit, Compliance and Information Security.

Interface with Regulatory Agencies including OCC, Freddie

Mac and FDIC. Currently manage 1,050 FTE.

Accomplishments

. Increased ROI from 13.21% to 29.66%

. Decreased annual attrition from 38% to 9.1%

. Increased revenue 62%

. Reduced defaults to under 3.1%

. Established a successful Commercial workout program

resulting in potential saves of $4B in write-offs.

. Established a successful Consumer workout program resulting

in potential saves of $1B in write-offs.

Experience (continued):

. Passed all internal, external and regulatory audits with no

findings

. Developed and implemented a new type of Commercial Real

Estate Loan in January 2008. So far the program has a

delinquency ratio of 0.0%

4/1997 - 9/2000 First Horizon Equity Lending, A Division of First

Tennessee Bank.

Divisional President.

Responsible for all day-to-day Mortgage functions

including: Originations, Processing, Underwriting, Closing,

Post Closing, Shipping, Secondary Marketing, Loan

Administration and Marketing. Responsible for developing

and implementing short and long range Divisional goals.

Accomplishments:

. Increased Loan Production from 98M annually to 2B

. Increased ROI from 9.3% to 24.7% while decreasing cost per

loan by 39%.

. Grew the Division from doing business in 4 States to a

National Lender.

. Developed and implemented a successful Wholesale and

Correspondent Loan programs.

. Developed and implemented a successful Equity Loan for

Commercial Customers resulting in $1B in new account

balances.

. Passed all internal, external and regulatory audits with no

major findings

6/1986 - 4/1997 Citigroup - Vice President Consumer and Commercial

Mortgage Sales and Operations. Including Loan workouts

and Commercial Joint Venture origination and servicing.

Earned a reputation of a

troubleshooter for the Mortgage Company. Wherever the

Corporation had a problem within the Mortgage Company they

moved me in to fix the area. Lived in 6 States in 11 years.

Turned around 7 Departments ranging from Sales to

Operations to Loan Administration. Largest FTE managed 875

.

Accomplishments:

. Reduced delinquency rate for 10.55% to 2.3%

. Increased customer satisfaction from 64% to 91%

. Reduced annual attrition from 24.6% to 8.2%

. Increased ROI from 7.0% to 35.8%

. Decreased loan turnaround time from 67 days to 11 days

. Increased annual loan origination volume from $400M to

$6.1B.

. Established a pro-active Commercial Loan workout program

resulting in potential saves of $2.1B

. Developed and implemented Commercial Loan Wholesale program

and Secondary Marketing strategy.

. Passed all internal, external and regulatory audits with no

major findings

10/1980 - 6/1986 Home Savings and Loan Association

Vice President - Branch Administration

Responsible for all retail and mortgage branches located in

the State of Washington and respective functions associated

with. Responsible for increasing cross-sell accounts,

increased revenue, reduce fraud losses, reduce attrition

and reduce expenses.

7/ 1971 - 10/1980 National Bank of North America

Assistant Vice President - Mortgage Sales for Western

Nassau

Managed 50 FTE. Responsible for all Branch functions in

Western Nassau County. (7 branches)

Education:

1/1988 - 1/1990 California Coast University - Santa Ana, California

Masters Degree Business Administration

1/1986 - 12/1988 California Coast University - Santa Ana, California

Bachelor's Degree Business Administration

Affiliations:

Knights of Columbus

Disabled American Veterans

Kiwanis Club

Chamber of Commerce

Military:

United States Marine Corps - Special Forces

Honorable Discharge with the rank of Sergeant E-5

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