Customer Service Sales
Resume:
Frederick L. Good
**************@*****.***
PROFESSIONAL EXPERIENCE:
Greystone & Co (Family of Companies): Greystone is a diversified financial services and real estate
company consisting of numerous operating entities. I have worked with several Greystone entities since December 2005, shifting roles and responsibilities based upon business needs and new opportunities.
Greystone & Co, Boston MA (April 2010 – Present)
Business Development
Responsible for the success of Greystone’s student lending program. Management of federal and
private loan portfolio, debt refinancing and other corporate matters including buy/sell analysis and
program profitability analysis. Lead Relationship Officer for multiple student loan guaranty
agencies, financing sources and vendors.
Solicit multi-family property and health care facility owners to re-finance existing mortgage with a
Greystone offered product, including FHA and Fannie Mae. Perform deal and cash flow analysis
for CLO supported by large multi-family bridge loans.
Greystone Bank (A Greystone & Co Company), Boston, MA (July 2009 – March 2010)
Vice President and Senior Loan Officer
Responsible for the overall success of the Bank’s student lending activity including, loan
acquisition, profitability, reporting and vendor management.
Managed the implementation of the Rehabilitation Student Loan Program for Greystone Bank.
Implementation included facilitating approval for a lender ID from the US Dep artment of
Education, modeling expected program performance, setting up and contracting with a vendor to
service the loan volume and signing new business.
Lead contact for all clients to control and ensure adequate volume flow. Negotiated and closed
five client relationships to sell rehabilitated student loans to the Bank. Facilitated over
$180,000,000 in purchases during the first year of the program. Led business development efforts
for the Bank from lead and opportunity development to closing. Acted as both business
development and client liaison to gain new clients as well as implement and grow their programs.
Primary contact for the program vendor to ensure performance was consistent with Bank
expectations and objectives. Revamped marketing efforts with external vendor to facilitate
consolidation and improved financial performance.
GCO Education Loan Funding Corp (A Greystone & Co Company), Boston, MA (December 2005 –
June 2009)
Vice President – Business Development / Marketing
Responsible for all volume related activities to drive private student loan acquisition. Had
management oversight for the marketing, call center/customer service and underwriting functions.
Key team member on project to “in source” the private loan origination and implementa tion of the
required systems including origination, call center, web site and mail room.
Worked with an entrepreneurial team to develop and launch The Educated Borrower® suite of
loan products and administer ongoing support for the program including vend or management,
national marketing campaign under the Educated Borrower ® brand, client services and B2B sales.
Continually exceeded volume goals achieving 198% CAGR. Brought the program from launch to
over $150,000,000 in aggregate loan volume in less than two years. Executed several direct
marketing campaigns including mail and e-commerce. Developed and launched the customer
facing website to control traffic and drive loan volume. Developed reports to manage the day to
day running of all programs as well as to keep key stakeholders informed. Received approval for
direct marketing annual budget in excess of $2,000,000.
Successfully negotiated and closed 19 Marketing and Administrative contracts. Diversified our
customer base by contracting with small education finance marketing companies, larger
diversified financial services companies as well as regional banks.
Recruited and trained the initial members of the Client Service and Reporting team. Developed
standard operating procedures for new business imp lementation and actions for response to
operational and program issues. Developed and delivered all client facing reports, including call
center, loan pipeline and marketing fee invoices.
First Marblehead Education Resources, Boston, MA (August 2001- December 2005)
Director of Sales and Outsourced Vendors
Served as the key client contact for First Marblehead’s high value clients, including daily contact
with key client decision makers to implement new programs, assess operational impact of program
changes and/or marketing campaign and to review program metrics and client satisfaction.
Responsible for an annual budget in excess of $7,000,000.
Selection and oversight of all outsourced call center activities. Responsibilities included
researching new vendors, development of RFP, preparation of Service Level Agreements, contract
negotiation and execution. Developed and tracked Key Performance Indicators for inbound and
outbound sales programs. Worked in cross functional teams to develop, rollout, and support high
volume sales programs. Managed team responsible for reporting, call quality, daily vendor
contact, and new business implementation. Successfully improved call centers conversion rates,
abandonment rates and co-signer rates, effectively driving incre mental loan volume.
Member of Portfolio Assessment Team, New Business Implementation Team, and Mobilization
Committee.
Manager of Sales and Outsourced Vendors
Managed high volume Customer Service Call Center (Staff of 20+). Responsible for tracking,
reporting, and ensuring all statistical standards were met. Hired and trained a team through a rapid
growth phase. Managed relationship with two outsourced vendors. Responsible for ensuring
vendors performance standards were met, call forecasting, training, vendor selection, quarterly site
visits to all outsourced call centers, quality control and calibration, and ongoing client/vendor
support related to upfront sales calls.
Eaton Vance Management, Boston, MA (September 1999- July 2001)
Mutual Fund Operations Team Leader / Offshore Mutual Fund Trade Desk
Liaison to Eaton Vance's largest clients for any operational or administrative issues.
Enterprise Rent-A-Car, Woburn, MA (September 1997 - August 1999)
Management Assistant / Liability Claims Representative
Completed the Enterprise Management Training Program.
EDUCATION:
Babson College, Masters of Business Administration, 2008
Boston College, Bachelor of Arts, Political Science, 1997
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