Customer Service Manager

DONNA C. MORRIS

***** ********* ***** *********, ** 28277

Home Telephone: 704/814-7282 Mobile: 301/606-2240

Email Address: **********@*******.***

________________________________________________________________

Objective: Obtain a challenging position that will build on strong professional and team

orientation skills utilizing demonstrated leadership, customer service, communication and

management efficiency.

Strengths:

• Skilled decision-maker with over 20 years of experience in mortgage banking

• Excellent verbal and written communication abilities

• Personal integrity and professionalism

• Ability to reason through problems, review alternative solutions, reach sound

conclusions, and modify decisions when necessary

• Work effectively in high pressure situations

Professional Experience:

Wells Fargo Home Mortgage Fort Mill, SC

Loan Administration Manager 06/08 to Present

• Responsible for direct supervision of 10 Work Directors in the Non-Prime Loss Mitigation

Unit

• Manage team for adherence to established Loss Mitigation standards as well as

motivating team to perform at optimum level

• Analyze team performance and develop appropriate strategies for strengthening areas in

need of improvement

• Provide guidance in the development of training for new and existing staff in

departmental procedures, investor guidelines, and basic mortgage banking principles

• Monitor daily workflow to ensure goals are met within timelines and problems are

resolved efficiently

• Encourage, coach and counsel employees, including performance management and

salary recommendations

• Approve or deny workout files based on a review of the information presented and in

accordance with QA Review Procedures and investor guidelines

• Assist the Work Directors and Negotiators with their questions in reference to workout

files as well as educating staff on new, better or revised workout options available

• Handle escalated calls from borrowers or their representatives

SunTrust Mortgage Rockville, Maryland

Branch Operations Manager 09/06 to 04/07

Countrywide Home Loans Frederick, Maryland

Branch Operations Manager 03/05 to 03/06

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Donna Morris

Responsible for the performance and operations of regional mortgage branch

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Establish daily work assignments for underwriters and mortgage specialists and monitor

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results

Actively communicate needs for improvement in system processes, policies and

•

procedures

Monitor monthly expenses, initiate controls to ensure adherence to budget, and

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determine all departmental staffing requirements are maintained

Respond to escalated customer issues

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Prepare and deliver employee performance evaluations, salary actions and growth plans

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Ensure customer service expectations and turnaround times are met

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Responsible for interviewing, hiring, coaching, discipline and termination of staff

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Provide ongoing training to new and existing staff

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Aurora Loan Services,

A Lehman Brothers Company, Gaithersburg, Maryland

Vice President of Operations 08/03 to 03/05

• Responsible for the daily management of four operations teams consisting of

underwriters and mortgage specialists

• Monitor monthly expenses, initiate controls to ensure adherence to budget, and

determine all departmental staffing requirements are maintained

• Respond to escalated customer issues

• Provide the communication between area sales directors, and clients for all customer

issues, and manage to an exceptional level of customer service and culture

• Actively communicate needs for improvement in system processes, policies and

procedures

• Responsible for interviewing, hiring, discipline, and coaching of required staff

First Nationwide Mortgage Corporation, Frederick, Maryland

Vice President 11/98 to 03/03

• Direct the Centralized Communications team as editor and publisher of weekly

publication, The Residential Lending Dispatch

• Oversee the development and maintenance of all Production and Operations policy and

procedure manuals

• Manage FNMC vendor relationship and contract negotiations as it pertains to all

origination/closing documents and forms

• Maintain relationships with all regional production and operations managers and key

personnel in order to provide support critical to the success of that region

• Prepare annual budgets, monitor monthly expenses, initiate controls to ensure

adherence to budget, determine all departmental staffing requirements, and perform all

personnel management functions

• Actively communicate needs for improvement in system processes, policies and

procedures

• Responsible for interviewing, hiring, discipline, and coaching of required staff

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Donna Morris

Post Closing Administration

Vice President 03/96 to 11/98

• Manage and maintain overall operations of the Retail / Wholesale Post Closing

Department and Correspondent Lending Department by monitoring staff, enforcement of

company policy and procedures, adherence to state and federal regulations and all

investor guidelines

• Designed, developed, and implemented a streamlined workflow that increased

productivity and reduced operational costs by 40% for an annualized savings of

approximately $400,000

• Prepare annual budgets, monitor monthly expenses, initiate controls to ensure

adherence to budget

• Actively communicate needs for improvement in system processes, policies and

procedures

• Responsible for interviewing, hiring, training and counseling of required staff

Prudential Home Mortgage Company, Frederick, Maryland

Senior Risk Analyst 02/92 to 3/96

• Perform credit analyses on PHMC clients for the purpose of measuring risk and

monitoring quality performance

• Analyze new and existing PHMC programs and identify operational and financial risks

for the purpose of recommending program and process enhancements to mitigate those

risks

• Perform early payment default, underwriting quality assurance reviews, fraud related

investigations, and provide results and recommendations to senior management

Frederick County National Bank Frederick, Maryland

(n/k/a BB&T) 8/88 to 5/91

Residential Mortgage Loan Officer

• Assist in the development and implementation of the Residential Mortgage Department

• Provide assistance in the development and roll out of new mortgage products,

processing, underwriting and closing guidelines, loan sales to investors, and perform

mortgage product training to branch lending officers

• Interview loan applicants, process, underwrite and close mortgage loans

• Establish business relations and client base with real estate agents/brokers, building

contractors and settlement agents/attorneys

Standard Federal Savings Bank, Gaithersburg, Maryland

Assistant Vice President, Post Closing 10/87 to 7/88

Assistant Vice President, Quality Control 11/86 to 10/87

Conventional Underwriter 6/86 to 11/86

Foreclosure Representative 8/85 to 6/86

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Donna Morris

Education / Training

Microcomputer Fundamentals and Applications; Frederick Community College, Frederick, MD

N.I.A. Fraud Training; Monterey, California

Mortgage Loan Origination; Mortgage Bankers Association, Washington, D.C.

Residential Appraisals; Mortgage Bankers Association, W ashington, D.C.

Regulatory Compliance; Mortgage Bankers Association, Washington, D.C.

Processing: Property Analysis; Mortgage Bankers Association, Washington, D.C.

Coaching Skills; Zenger Miller Consultants, Inc.

Leadership Development Series Training Program; Avatar Group, Inc.

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