Quality Assurance Manager

LINDA-ROSE DUDLEY

**** ******** *****, *******, ** 94531

925-***-****, abnq8n@r.postjobfree.com

PROFESSIONAL PROFILE

Accomplished management professional with success in achieving and exceeding company goals and objectives in all

aspects of daily business operations. Create and execute strategic business plans and foster internal teamwork to

achieve goals. Adept at procuring and cultivating new clients and expanding current client portfolios. Mitigated losses by

leading teams in developing and negotiating effective strategies and processes while forging lasting relationships with

clients. Communicate and measure performance and consistently increase operational efficiency. Excel at interacting

with broad populations, including senior management, clients, sales representatives, vendors, and related stakeholders.

Strong focus on building lasting customer relationships and creating housing opportunities that support sustained

homeownership.

Loan Management Technology-Driven Solutions Mortgage Production

Team Leadership Operational Streamlining Remedy Underwriting Customer Relations Loss Mitigation

PROFESSIONAL EXPERIENCE

PMI MORTGAGE INSURANCE, Walnut Creek, CA

PMI Mortgage Insurance offers residential mortgage insurance, credit enhancement products, and financial guaranty

reinsurance.

Consultant, Remedy Underwriting (2006-2009)

Manager, Remedy Underwriting (2004-2006)

Maximized seller relationships through formulating and executing effective remedy activities for performing loans, non -

performing loans, and loans subject to anti-predatory review. Directed a team of six who received and reviewed remedy

requests along with repurchase letters from our national and regional customers. Tracked responses and negotiated a

loss share or indemnification when offered. Gathered information that aids in preparing trending reports for distribution

to senior management and other departments. Generated remedy rebuttal letters addressing loan level issues for the

customer. Served as the executive contact for strategic client relationships. Implemented process improvements,

executed operational strategies, and performed quality assurance and maximized client satisfaction.

Monitored outstanding remedy inventory. Collaborated with Regional Managers, Area Onsite Managers and Account

Executives on cases that were complex. Assisted customers with resolving outstanding remedy issues. Recorded and

evaluated client appeals. Partnered with regional sales and internal departments to develop remedy strategies.

Rendered final decision of the acceptability of loans, including contract exceptions and appeal acceptance or denial.

Applied superior management skills to achieve company goals while leading the team of remedy underwriters and

coordinators. Led staff in all aspects of strategic planning, business development, account management, and contract

negotiations. Managed all system enhancements and stakeholder requests to facilitate the key elements of the user

interface resulting in significant automation.

Selected Accomplishments:

Led staff in strategic planning that increased the remedy defense rate from 12% to 26% and reduced losses by 50%

on Special Projects.

Served as a key staff member responsible for reduced mortgage insurance errors by $100,000 withi n 18 months,

mitigating losses of over $500,000 in one year, and creating and integrating effective policies and procedures.

Received a stellar award for preparing complex and detailed PowerPoint presentations.

LINDA-ROSE DUDLEY-PAGE 2

PROFESSIONAL EXPERIENCE

(Continued)

BANK OF AMERICA – Pleasant Hill, CA

Bank of America is the nation's leading financial institution and home for all of clients’ personal financial needs.

Vice President/Loan Center Risk Manager – Wholesale (2003-2004)

Contributed dynamic leadership skills toward directing a team of 35 wholesale Underwriters, Team Leads, and Credit

Administrators in all aspects of daily operations, with a focus on credit quality of wholesale residential first and second

mortgages. Researched and analyzed market conditions and competitors to stay abreast of current trends. Guided the

staff in business activities including operations, product detailing, training, development and sales team. Performed

ongoing quality assurance to promote and expand business operations while ensuring superior customer satisfaction.

Rendered final decisions of the acceptability of loans up to $1.5MM along with appeals and/ or denials.

Selected Accomplishments:

Achieved 0% error rate for 3 quarters in a row and increased underwriting productivity from 5 files a day to 8 files

within a 9-month period.

Applied advanced communication skills toward diplomatically resolving staff issues and creating a collaborative

environment; awarded the Spirit Champion for five wholesale sites.

BANK OF THE WEST– Walnut Creek, CA

Bank of the West is California's 5th largest bank, offering customers personal and business products and services.

Vice President/Operations Manager –Retail (1993-2003)

Managed a team of associates in all aspects of cli ent retention and customer satisfaction duties, including centralizing

processes, reducing staff, and streamlining operations. Led a team of real estate Underwriters, Processors, Data Entry

Clerks, Document Drawers, Funders, and Shippers in day-to-day operations. Devising operational strategies to increase

operational efficiency. Developed extensive network of bank and vendor relationships. Trained, mentored, and

motivated staff and played an instrumental role in the development of top -performing team members. Strategically

coordinated department schedules to maximize use of resources while controlling costs. Performed ongoing quality

assurance to identify and resolve client issues. Performed extensive research of general operations to determine client

needs, financial capabilities, and objectives. Developed and implemented business rules in SQL database that support the

Loan Operating System. Supported the branch network and Loan Officers and transitioned them to the Point of Sale for

uploading loan applications. Rendered final decisions of the acceptability of loans above the underwriters lending

authority as well as appeals and/or denials.

Selected Accomplishments:

Developed a process that enabled unit to import application data elements into operating system from the web-

based Desktop Underwriting to streamline the influx of mortgage applications.

Recognized by the State & Federal Auditors for designing and implementing a thorough checklist for HMDA review.

Career Note: Additional experience as Assistant Vice President/Credit Team Leader-Retail for Wells Fargo Bank.

EDUCATION, PROFESSIONAL TRAINING & TECHNICAL SKILLS

Business Courses - San Jose City College

Workshops Attended: Multicultural Awareness; Underwriting Red Flags, Performance Reviews, Coach ing Competency,

Legal Contract Review

Microsoft Word, Excel, VBA, Power Point, Visio, Access and Share Point

Contact this candidate