Customer Service Sales

Diane H. Sarkesian

***** ********** **** ■ Farmington Hills, MI 48334 ■ cell: 248-***-**** ■ abnpn7@r.postjobfree.com

OPERATIONS MANAGER • RISK MANAGEMENT

Highly motivated and accomplished mortgage professional with extensive leadership experience shaping and

improving productivity and performance within deadline constraints. Able to deliver production results while

adhering to regulatory compliance, risk management, quality control, Investor and customer service requirements.

Adept at motivating and coaching staff, training, improving and implementing policy and procedure, and problem

resolution with a sense of urgency.

ACCOMPLISHMENTS

Increased efficiency by over 30% through strategic development and implementation of streamlined and

systematic procedures and processes.

Reduced employee turnover and elevated customer service through training, education and coaching while

nurturing personal and departmental growth.

Reputation of quality, integrity and successful track record of launching and delivering large-scale initiatives

resulted in serving on senior management task force and corporate pilot programs to assess and analyze proposed

changes to corporate and regulatory policies and their effect on sales, operations and customer service.

SKILLS

• Strategic Planning • Credit Risk Analysis/Integrity • Detail Oriented

• Process Improvements • • Solution Based Oriented

Market Analysis

• Customer Service • Coaching, Mentoring • Team Building, Training

PROFESSIONAL EXPERIENCE

PLUM MARKET, West Bloomfield, MI Apr 2009 - present

Guest Relations/Cashier

WALSH BUSINESS COLLEGE, Troy, MI Jan 2009 – Mar 2009

FLAGSTAR BANK, Troy, MI Sep 2008 – Sep 2008

Contract Underwriter/Genworth (Headway)

CITIMORTGAGE, Southfield, MI Oct 2007 – Jul 2008

Contract Underwriter/MGIC

• Analyzed credit and collateral to assess and minimize company’s fraud and risk exposure • Coached customers on product

guidelines and recommended action to secure loan approval and close the sale • open line of communication with customers

and sales force in evaluating loan quality.

FIRST HORIZON HOME LOANS, Livonia, MI Oct 2002 – Mar 2007

(nka: MetLife Home Loans)

Regional Operations Manager/Great Lakes Region (3 state territory)

• Extensive knowledge of mortgage operations in sales, processing, underwriting, closing, post closing and final docs

including Investor delivery, buy-backs and collateral management • Risk management loan review providing assessment and

resolution • Regularly addressed policies and processes to insure regulatory compliance and quality assurance are met •

Addressed and promptly resolved escalated customer service issues such as insurance claims, misapplied payments and

complaints of staff • Developed and nurtured business relationships with Vendors creating a cohesive business transaction •

Extensive and broad ownership of human resource matters including recruitment, pre-boarding, on-boarding, training,

performance reviews and supervision.

APPROVED MORTGAGES, Canton, MI May 2001 – Aug 2002

1st FINANCIAL, LLC, Canton, MI Nov 2000 – Apr 2001

DMR FINANCIAL SERVICES, Farmington Hills, MI Jul 1997 – Aug 1999

Operations Manager

• Structured procedures to streamline and improve optimal efficiencies of loan production and operations salvaging $60,000 in

penalties (Approved Mortgages) • Streamlined post closing and final document processes internally and externally enabling

faster loan setup, recording and delivery of product reducing penalties and fees • Created operations system for a start-up

company establishing relationships and procedures with agencies, investors, mortgage insurance companies, and computer

system companies. (1st Financial) • Achieved position of top wholesale profit center nationwide within one (1) year of start

date (DMR) • Coached & trained sales staff on loan products, structuring and standards for pricing loans in order to generate

additional revenue while staying within regulatory criteria and providing fair market rates to customers

APPROVED MORTGAGES, Canton, MI Jun 2000 – Nov 2000

Consultant

• Advised and assisted owners with best business practices to enhance production and increase net profit • Processed for

dedicated salesperson catapulting him to top revenue generating producer out of 16 person sales force.

AMERA MORTGAGE CORP., Farmington Hills, MI Aug 1995 – Jul 1997

Wholesale Account Executive (Sales)

• Budgeted, set and met monthly and quarterly • Researched and recommended appropriate products to meet customer’s needs

and optimize production goals • Assisted in the development of the policy, procedure and compliance Corporate Manual •

Member of Quality Control committee overseeing compliance to investor and agency guidelines..

ADDITIONAL PROFESSIONAL EXPERIENCE

Quality Control Supervisor; Due Diligence Team Lead; FHA and VA Underwriter, Collections.

EDUCATION/AFFILIATIONS/EXTRA CURRICULAR

• Walsh Business College: continuing Ed (Project Management, Management Leadership)

• University of Michigan – Dearborn, BA in Business, Marketing major

• Michigan Mortgage Brokers Association, past member of Compliance and Golf committees.

• Master Gardener, Michigan State University, 2002

• Volunteer: Church Board of Directors; Sunday School Teacher and Coordinator

COMPUTER SKILLS

Proficient in Microsoft Word, Excel and Outlook; limited proficiency with PowerPoint, DU & LP proficient

D. Sarkesian

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