Sales Customer Service

Patricia A. Boucher

**** ********** **. *****: **7/300-2225

Keller, TX 76244 Email: ********.*******@*******.***

EXECUTIVE SUMMARY

Management professional with 20-year career distinguished by promotion to challenging multibranch

assignments.

Strengths:

Customer Service & Client Retention Branch/District/Corporate Operations Management

Sales & Business Development Staff Development & Training

Increased Productivity Innovative Coaching & Team-building techniques

Dealer Development Compliance & Audit

CAREER PROGRESSION

Origen Financial - Fort Worth, TX (company closed) September, 2007 to July, 2008

Vice President, Loan Servicing

Managed Customer Service Call Center, Payment Processing, Imaging, Titling, Taxes & Escrow, Extended

Warranties, Dealer relationships, and Underwriting for a manufactured housing company and third party

platforms.

• Developed reporting for titling; improved “days to title” and reduced over-90 days by 71%.

• Improved abandonment rate by 48% and audit scores by 60%.

• Reduced Imaging document deficiencies by 90%.

• Automated manual processes to improve department efficiency.

• Developed rotational training and motivational tools to ensure performance standards were met.

CFIC Home Mortgage - Dallas, TX (company closed) May, 2004 to March, 2005

Senior Vice President – Sales, Lending, and Training

Managed Call Center of Directors and Loan Officers selling prime and sub-prime mortgage products in multiple

states for a mortgage banker.

• Drove profitability and growth objectives for the sales team.

• Managed the mortgage pipeline to ensure loans are closed, funded and sold to investors.

• Developed training and motivational tools to ensure performance standards were met.

• Conducted all Sales Training and on-going Loan Officer training.

• Worked with Marketing and Compliance to develop profitable leads, compliance procedures, and licensing.

• Coordinated recruitment of commission-based Loan Officers for multiple teams.

• Assisted with development of company policy manual, orientation and sales training, and audit/compliance

functions for a start-up company.

Washington Mutual Finance - Tampa, FL (company purchased) October, 2001 to June,

2003

Senior Vice-President; Branch Operations (9/02 to 6/03)

Responsible for sales, lending, business development, training, compliance, and collections. Managed 450 branch

offices, Call Centers, 8 Regions, 45 District Supervisors, and 2300 branch employees; receivables of $4 billion.

The company had record profit, Real Estate/sales volume, growth, and consistent cuts in delinquency and charge-

off under my management.

• Promoted to SVP from Regional VP after 10 months of tenure.

• Led company to a record profit/growth year.

• Ignited stagnant sales operation to record Real Estate volume and growth.

• Achieved consistent cuts in delinquency and charge-off.

• Implemented corrective measures for annual audits.

• Prepared organization for policy enhancements.

• Incorporated customer-driven focus into all levels of the organization.

• Won Chairman’s Outstanding Results Award for sales, growth, collections, and profit.

Patricia A. Boucher Page 2

Washington Mutual continued - Vice-President; Southeast Region (10/01 to 8/02)

Responsible for sales, business development, lending, collections, training, and compliance for a four-state Region

with 48 branches and 250 employees.

• Hired and developed 5 new District Supervisors and Regional Trainer.

• Tripled Real Estate volume.

• Deceased delinquency by 25%.

• Led the worst Region in the Company from number 10 to a consistent number 1.

• Won Chairman’s Outstanding Achievement Award and Brand Ambassador Award for gain and profit.

CitiFinancial/Associates Financial Services Corporation/IMC Twenty-two

years

Regional Sales Director; SW Region (One and one half years)

Responsible for sales, underwriting, customer service, growth, and business development of sub-prime business

through customer relationships with wholesale correspondents in multiple states.

• Managed a customer base of 81 correspondents delivering volume through bulk and flow channels.

• Negotiated transactions with mortgage bankers, banks, credit unions, and consumer finance companies.

• Sourced potential candidates, trained sales people, and managed the approval process.

• Increased correspondent base by 25%.

Vice President, Associates Insurance Group - Dallas, TX (One and one half years)

Responsible for insurance sales, product development, and marketing new insurance products in branches.

• Worked heavily with Senior Management, outside vendors, and conducted sales seminars in the field.

• Hired and developed 12 Division Insurance Sales Managers along with a support staff of four.

Vice President, Credit and Compliance - Dallas, TX (Two years)

Launched a Credit and Compliance Department for International Operations, TranSouth, and branch offices.

• Developed an on-line system for the loan review and approval process.

• Managed the corporate foreclosure/repossession processes and branch audit.

• Developed policy/procedures for collections, loss mitigation, bankruptcy, and REO processing.

• Involved in auto, mortgage, and consumer risk-based underwriting.

Vice President, Technology Training - Dallas, TX (Three years)

Opened the Technology Training Department responsible for all acquisitions, conversions, and system training for

23 companies within the corporation. Responsible for a $5 million budget.

• Hired, managed, and trained a team of 16 trainers and 24 part-time trainers.

• Developed training curriculum, conversion processes, and delivered seminars for a 3000-branch network.

• Trained all Senior Management within the corporation.

• Nominated and won Excellence in Service Awards.

Vice President, Illinois Group - Naperville, IL (One year)

Responsible for sales, lending, collections, loss mitigation, business development, bankruptcy, and foreclosure.

• Managed a $110mm portfolio with 10 branch offices and 60 employees.

• Doubled Real Estate production and insurance sales after 90 days.

Assistant VP, Credit and Compliance/Assistant VP, Training - Dallas, TX (Two years)

Training Manager, Corporate Headquarters - Dallas, TX (One and one half years)

Sales Development Supervisor, Corporate Headquarters -Dallas, TX (Two years)

Training Manager, Division Headquarters - Oak Brook, IL (Two years)

Branch Manager/Senior Asst. Mgr/Branch Employee – Various States (Six years)

Household International Finance Corporation, District Manager - Kansas City, KS

Responsible for aggressive growth goals, customer service, sales force recruitment, training, and retention of

employees. Managed a four-state District with $300 million in receivables and 92 employees.

• Increased loan portfolio $75mm, tripled insurance sales.

• Improved 53% on the District Ranking Report in seven months; consistently in the top 5.

• Built a successful team of 16 branch managers and a strong second line.

• Inducted into Chairman’s Founder’s Council.

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PROFESSIONAL TRAINING CERTIFICATIONS

Zenger Miller Leadership; Management/Leadership (35 courses)

Sales Academy; Sales Behaviors, Sales Skills I & II, Goal Achievement

Behavior Sciences; Sales Call Reluctance, Self-Promotion

Stephan Schiffman’s Winning Sales, Telemarketing

Stephan Schiffman’s Management, Coaching

Arthur Andersen; Train-the-Trainer, Presentations, and Adult Learning Theory

Creative Real Estate Lending

FDCPA

EEO, ADA

Positive Reinforcement

Interviewing/Hiring

Coaching/Counseling

CONTINUING EDUCATION

Sales Strategies Credit Analysis

Quality Customer Service Compliance Fundamentals

Building Customer Relationships Effective Communication and Listening Skills

Covey; Time Management Residential Mortgage Lending

One Minute Manager Series Diversity in the Workplace

Negotiating Cash Control and Reconciliation

Excel and PowerPoint Behavioral Interviewing

Transferring Learning to Behavior Recruiting Techniques

Measuring Training Results Business Math

ASTD Training Design and Delivery Business Communication

Human Performance Improvement Essentials Business Development and Marketing

Audit Control Understanding Bankruptcy

Employee Performance and Recognition Collection Techniques

COMMUNITY INVOLVEMENT

Extensive volunteer history includes:

United Way

Joshua House

Literacy Campaign

Habitat for Humanity

Salvation Army

Meals on Wheels

Children’s Cancer Support Groups

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