Customer Service Sales
Resume:
Mark Merithew
Email: *********@********.***
Address: ***** * ***** ***** *****
City: Kent
State: NY
Zip: 14477
Country: USA
Phone: 585-***-****
Skill Level: Director
Salary Range: $70,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Mark A. Merithew
15095 E Jones Beach Drive
Kent, NY 14477
*********@********.***
Summary
An accomplished, performance-driven Consumer Financial Services professional, with strong leadership, business and technical skills, as well as a proven record in change management. Proven capabilities in project management, strategic planning, sales and marketing, loan originations and operations analysis. An effective communicator, who develops consensus, promotes a common vision, develops a dynamic team, summaries complex issues for diverse audiences and aligns business unit tactics to achieve long-term corporate goals.
Experience
Sallie Mae Corporation Reston, Virginia
Vice President, Strategic Projects 2008-2011
Provided leadership to a team responsible for implementing key cross-divisional projects to achieve business goals. Ensured support of needs of key business stakeholders by project implementations. Drove development of business requirements on key corporate initiatives, providing direction and guidance to multiple IT teams. Informed, updated and guided operations, sales and marketing on the impact of advantages and efficiencies of a project to ensure knowledgeable service and competitive positioning of improvements. Provided a recommendation to the Chief Operating Officer on consolidating business project resources, centralizing project management, more closely coordinating IT development efforts and saving an estimated $2,000,000 in expenses. Revised online loan applications to simplify the consumer experience, which improved application completion rates by 25%. Launched an innovative private student loan, which required payments while in school. Addressed the business goals of improving credit quality while saving the average student thousands of dollars in interest expense. Implemented a private consolidation loan system solution to address a competitive threat to a $36,000,000,000 private-loan portfolio. Oversaw a conversion of the private-loan index from Prime to LIBOR to align funding costs with the yield on the loans, saving the company approximately $20,000,000 per year. Enhanced an internal project review process to vet and socialize projects across the company, ensuring that all parties had visibility and input into cross-divisional projects.
Senior Director, Private Loan Originations, Lynn Haven, Florida2006-2008
Managed a staff of 40 to 70 exempt and non-exempt employees to process applications, resolve exceptions and maintain service levels. Ensured volume and processing goals were met or exceeded. Controlled expenses while minimizing risk and continued to make the processes more efficient. Consolidated operations, reducing staff by 14% and saving $300,000 in annual expenses. Created better controls for processing, simplified training and allowed the company to redeploy tenured employees to other activities. Reduced processing time for key school clients from 72 to 24 hours. Created goodwill for the sales staff with school clients and enhanced Sallie Maes image in the marketplace. Streamlined processing by eliminating redundancies and unnecessary operational steps. Implemented controls to prevent loan fraud, resulting in over $25,000,000 in fraudulent applications being detected and prevented. Provided analytic support to senior management to manage fraud prevention, facilitate sales processes and increase loan volume.
Senior Director, Education Loan Product Management, Reston, Virginia2003-2006
Provided strategic direction on all Sallie Mae education loan products. Coordinated marketing, training and operational efforts to deliver industry-leading loan products. Ensured education of sales, customer service and operations, as well as possession of talking points and information on all products. Enhanced and developed loan offerings to maintain industry leadership position and competitive offerings. Developed and implemented direct-to-consumer education loans, resulting in $1,000,000,000 in annual volume. Worked closely with vendors, operations, sales, IT and other departments to launch the product in six months. Designed and launched a private consolidation loan, allowing customers to reduce payment amounts and extend repayment periods, enabling better management of student-loan repayment and monthly finances. Enhanced Parent Loan offering for families, allowing refinancing of the loan in the students name in order to share responsibility for loan repayment. Devised and implemented a multiple-brand strategy for lender-list placement.
Student Loan Funding ResourcesCincinnati, Ohio
Vice President, Operations1998-2003
Supplied direct systems and customer service support for college and university sales. Managed vendor relationships with three loan servicers, including private loan originations. Grew and managed referral lender loan-origination programs. Managed the proposal process and internal review of sales and purchase contracts. Provided reporting to senior management on acquisition and other key activities. Implemented and managed an in-house consumer loan-origination project. Integrated the EDUsource private education loan into the Sallie Mae Signature private-loan program. Transitioned Student Loan Funding from a secondary market to an originating lender. Grew referral program origination volume from $12,000,000 to $18,500,000.
Additional Experience
Citibank Student Loan Corporation, Rochester, New York, Assistant Vice President, Marketing, 1995-1998. Assistant Vice President, Accounting Operations, 1989-1995. Manager, Accounting Operations, 1988-1989. Assistant Manager, Accounting Operations, 1987-1988. Senior Accounting Clerk, Accounting Operations, 1985-1986.
Military Experience
U.S. Army, 1977-1981
Education
State University of New York, Brockport, New York, B.A., Economics, 1984
Defense Language Institute, Monterey, California, Diploma in Russian Language, 1979
Awards
Top American Heart Association Fundraiser, Panama City, Florida, 2006 and 2007
Multiple Citicorp Service Excellence Awards, Recognizing Outstanding Performance and Achievement
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