Project Manager Customer Service
Resume:
Mark S. Quaglia
Macomb, MI 48044
***********@*****.***
OBJECTIVE To obtain a Business Analyst position where I can utilize my
business and technical skills as well as my mortgage
banking background.
QUALIFICATIONS Ability to work in a team environment, possess excellent
communication and customer service skills, ability to
train large and small groups, computer savvy, ability
to provide presentations and marketing strategies,
detail-oriented, ability to meet deadlines, multitask
and prioritize, experienced utilizing LOS systems
such as Mortgage Builder and Encompass and possess a
strict adherence to personal and professional code of
ethics
EDUCATION CENTRAL MICHIGAN UNIVERSITY, Mt. Pleasant, MI
August, 1991 Bachelor of Science Degree in Interpersonal &
Public Communication with emphasis in Secondary
Education
02/00 - 02/01 MICHIGAN STATE UNIVERSITY
Extension Courses - Business Process Certification
EMPLOYMENT BACKGROUND
JP MORGAN CHASE BANK 6/12-3/13
Loan Processor
Responsibilities were to close mortgage loans. This required
working with borrowers, mortgage bankers, underwriters,
closers, title companies and managers of various levels.
Utilized software called Chase File Manager (CFM) to assist in
managing my pipeline. Additional duties included ordering
subordinations, collecting and clearing conditions and
schedule closings with the borrower and Title Company.
FLAGSTAR BANK 10/09-4/12
Consultant/Trainer
Responsibilities included providing consulting and training
services for clients using DocVelocity, a paperless mortgage
system. Worked with over 75 banks of various sizes and all
levels of management, coordinated and hosted over 400 Webex
training sessions, provided first level of support for help
desk line, tested new releases of DocVelocity and provided
feedback to the developers, updated and created DocVelocity
training courses and course material. In addition, I have
demonstrated the ability to prioritize my work, multi task
and work with minimal supervision.
METRO EQUITY FUNDING 10/05 - 8/09
Loan Officer/Assistant
FIRST CLASS MORTGAGE 04/03 - 10/05
Loan Officer
GMAC MORTGAGE 11/01 - 04/03
Loan Officer
Job responsibilities included experience with
FHA/VA/Government loan products, generating leads/qualifying
customers, used LOS systems such as Mortgage Builder and
Encompass, marketing, collecting documentation, clearing bank
stipulations/conditions, working with real estate agents,
title companies and appraisers, sell customers on rates and
buy-downs.
R. L. POLK 02/00 - 11/01
Process Specialist
Job responsibilities included creating project schedules,
coordinating process plans with project manager, facilitating
meetings with all levels of management, developing internal
corporate processes, maintaining and updating library of
processes, developing standard job processes for internal
teams, creating training material for corporate initiatives,
and training individuals and teams on corporate tools and
processes.
ELECTRONIC DATA SYSTEMS 03/94 - 02/00
02/97-02/00
Information Analyst
Job responsibilities included creating EDS corporate class,
continuous development and maintenance of corporate classes,
consulting organizations on the use of EDS' corporate
methodologies, providing re-engineering consulting to groups
for improvement of business and technical processes, worked
in conjunction with corporate development teams to enhance
training capabilities, acted as Lead Curriculum Coordinator
for Technical Development courses, facilitated improvement of
internal business practices, constructed marketing strategies
and brochures to generate business, and negotiated contracts
with customers and maintained billing information.
05/95 - 02/97
Training/Logistics Coordinator
Job responsibilities included managing remote projects around
the United States and coordinating all training logistics,
coordinating reproduction and delivery of training materials
to over 45 world wide sites, and facilitated pricing meetings
with customers and vendors.
04/94-05/95
Business Analyst
Job responsibilities included improving GM product awareness
on medium duty trucks, developing and designing surveys in
conjunction with GM customers, and communicating project
status and results to customers.
12/94-02/95
Technical Support
Job responsibilities included assisting in the development of
software packages designed to identify customer needs and
purchasing trends, installing computer software and providing
on-site instruction on computer software, and providing
technical support to dealerships.
02/94-03/94
Information Analyst
Job responsibilities included gathering data from various
calling projects, documenting owners' comments and
suggestions, and analyzing consumer relation cases from
dissatisfied customers.
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