Manager Operations

Melissa Frias

** *** **** ***., ******* MA *****

Cell: 978-***-****

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

Profile

Retail Lead Specialist offering versatile office management skills and proficiency

in Microsoft Office programs. Strong planner and problem solver who readily

adapts to change, works independently and exceeds expectations. Able to juggle

multiple priorities and meet tight deadlines without compromising quality.

Education

Nichols College – Dudley, MA

Relevant Courses:

Microcomputer Applications

New England College of Finance – Boston, MA

Relevant Courses:

Principles of Marketing

Management and Organizational Behavior

Human Resource Management

Relevant Skills

Microsoft Office 2007 Products Direct Underwriter

Unifi Outlook

Adobe Excellent verbal, written and organizational skills

Loan Prospector Excellent leadership and communication skills

Experience

Sovereign Bank – December 2006 – Present

Mortgage Retail Lead Specialist

• Provide leadership to a staff of nine

• Responsible for conducting all new hire orientations and implementation into the

department by assisting with all new hire documentation and employee set up

• Responsible for providing all termination documents to employee and the

corporate headquarters

• Work with team in setting and meeting their quarterly goals

• The point of contact for training all Mortgage Development Officers and back office

personnel on the most recent Regulation Z changes

• Primary back up for Operations Manager

• Responsible for approving and cutting all customer refund checks

• Responsible for resolving any issues that arise within the department by using my

communication and resolution skills

• Assist Operations Manager with quarterly reviews of all back office personnel

• The point of contact for all mortgage customer complaints

• The point of contact for all Mortgage Development Officer

• Responsible for contacting vendors for appraisals and title orders on new loans

• Provide daily, weekly, and monthly analytics reports to Executive leaders

• Responsible for yearly Business Resumption Plan changes and testing

• Provide coverage for all positions within my team

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Independent Loan Processor – January 2002 – December 2006

Self Employed

• Worked independently with multiple mortgage companies

• Obtained, reviewed, and approved credit reports, appraisals and verifications

• Insured accuracy with information on application with information obtained from

client regarding income and assets

• Ran files through Direct Underwriter and Loan Prospector

• Monitored pipeline to ensure timely processing of mortgage files for clients

• Obtained all outstanding conditions with commitment and contract dates

Sherwood Mortgage – December 1999 – December 2002

Loan Closer

• Set up loan closings with clients and attorneys

• Responsible for insuring payroll was done correctly and on time

• Balanced closing checks with HUDS

• Resolved any accounting issues with attorney’s office

• Resolved any post closing and auditing department issues

References upon request

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