Customer Service Real Estate

CYNTHIA MERCOGLIANO

*** ****** ****, ***********, *** Jersey 08807

Home: 908-***-**** Cell: 908-***-**** Email: ************@*******.***

AREAS OF EXPERTISE

Workout Commercial Collections Contract Negotiations Auditing & Compliance

Restructuring Risk Management Mergers & Acquisitions Documentation

COLLECTIONS EXPERIENCE

PRO DEBT COLLECT, LLC – BRIDGEWATER, NJ – MANAGING MEMBER– SEPT 2008 TO PRESENT

Manage collection agency providing commercial and consumer debt workout services for

small businesses nationwide.

Design and implementation of nationwide portfolio servicing products.

Development of custom demand letters, which assist small businesses succeed.

Website design and implementation.

Manage advertising campaigns and sales development.

LEAF FINANCIAL – PHILADELPHIA, PA - CONSULTANT – MARCH 2008 – AUGUST 2008

Provided workout services for commercial loan and lease contracts.

Identified and resolved portfolio delinquencies consisting of customers exceeding 181 days past

due within the InfoLease database.

Negotiated contract language, pricing and terms for restructures and extensions.

Utilized T Value as pricing tool for forecasting debt and maintaining yields desired.

Trained junior staff on collection processes and procedures.

SIEMENS FINANCIAL SERVICES, INC. – ISELIN, NJ – VP PORTFOLIO & OPERATIONS – 1997 - 2004

Successfully managed a health care portfolio consisting of $ 1.9 billion in leases and loans. Managed

customer services group, collections group, documentation group, portfolio funding, pricing, restructures

and workout for the Siemens Medical portfolio.

Managed more than 4000 leases and loans, including but not limited to dollar out, floating rate,

operating leases, and promissory notes.

Investigated and resolved delinquent customer accounts which dramatically reduced delinquency

rates from more than 20% to about 4% within the first 12 months.

Additionally provided management expertise and hands-on reviews to reduce delinquency to an

average of 2% in the following years.

Developed new collection tools, which resulted in greater efficiencies and allowed for an average

of an additional $750,000 in annual late fees to be collected.

Provided lease documentation reviews of outside vendors, (including contracts, payment

histories, financial records and UCC filings) which resulted in portfolio purchases that were in

excess of $ 250,000,000.00

Managed monthly bookings with an average ticket size of $ 500,000.00, which amounted to

roughly 200 bookings per month.

Dramatically enhanced sales volume and customer satisfaction ratings by streamlining and

expediting booking and funding and achieving such objectives with the highest degree of

accuracy.

Played a key role in developing a new business unit by recommending staff changes and

implementing new and innovative processes.

Managed health care residual positions, negotiated buyouts and managed early terminations.

Formulated, managed and trained a department of 11 results oriented employees that became a

standard of excellence within SFS for goal attainment.

Reviewed risk and developed reporting tools to advise management of changes in risk profiles.

Developed pricing models and programs that were successfully used by SFS based on risk

management.

Managed department Sarbanes Oxley (SOX) projects for submittal to Germany and auditors.

Provided exceptional customer satisfaction within Siemens Medical Solutions, Inc.

Created and presented lease documentation courses for Siemens Medical staff members which

were utilized as the model for productivity and effectiveness.

Member - SFS Due Diligence Team and InfoLease Test Team

RCI ASSET RECOVERY & REMARKETING – SAN DIEGO – OPERATIONS MANAGER - 1989 – 1997

Managed operational and accounting functions for a nationwide recovery firm.

Provided workout services on past due accounts for banks and leasing companies.

Researched asset values and determined recovery options for said banks.

Managed 30 personnel, which included on and off site employees.

Provided lease documentation reviews (including contracts, payment histories, financial records

and UCC filings)

AWARDS AND RECOGNITIONS

Partnering for Excellence Award - 1999 & 2001 Presidents Club Recipient 200*-****-****

SOFTWARE EXPERTISE

Microsoft Excel, Word, Power Point, Super Trump Pricing, T-Value and InfoLease

ADDITIONAL WORK EXPERIENCE

R & M MARKETING – BRIDGEWATER, NJ – CONSULTANT - 2007 - 2008

Created and implemented new custom data base which supported brand marketing efforts.

Provided program management of retail clients, including contract review.

Trained 10 individuals, consisting of junior staff, on data base management and integrity.

Developed and managed power point presentations for new client proposals.

INTEGRATED BUSINESS SYSTEMS – FAIRFIELD, NJ - MGR OF CLIENT SERVICES – 2005-2006

Created and managed customer service group for a real estate software firm.

Formulated new tracking system for proposals of software design and implementation.

Designed and implemented customer service response time and satisfaction polices and

procedures.

Investigated and resolved issues relating to real estate accounting software support operations

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