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Customer Service Quality Assurance

United States
April 29, 2014

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Lisa Falasco

**** ********* ******* ***** ************, FL 32258

Home: 904-***-**** Cell: 904-***-****


Data Processing Staff Training

Dedicated mortgage banking professional combining initiative, experience and integrity to direct expansive mortgage processing and

customer service operations. Strategic, big picture thinker, readily assimilating into new environments and ensuring continuous process

improvements with measurable and positive financial impacts. Solid track record eliciting high levels of productivity, loyalty, and success

from cross functional teams. Accomplished written and oral communicator with experience in the development and delivery of

instructional materials. Demonstrated success in

Administrative Support Underwriting Review Data Management

Problem Solving Process Improvement Staff Development / Training


Bank of America Jacksonville, Florida 2009 to 2014

Quality Assurance Analyst

Processed multiple loans, with 100% accuracy. Conducted underwriting review, ensuring compliance with all guidelines and

operating procedures while providing appropriate remediation solutions.

Utilized extensive bank operations experience to develop the curriculum and present the training materials to new Rebuttal


Specialty Audit team member, completing the final review and verification of all Government Loan Modifications.

Quality Assurance Analyst – Retention Operations

Gathered and organized data to track, report, and manage internal control gap issues and loss mitigation plans for FHA, VA,

Fannie Mae & Freddie Mac.

Worked with internal vendors to establish quality controls and provide the essential analysis used to develop process

improvement recommendations.

Provided regular statistical reporting and undertook audits to ensure compliance with control procedures, as well as working with

internal QC/QA partners and business partners.

Home Servicing Specialist

Processed loans approved by an Underwriter or an automated decisioning system, verified conditions of the loan approval,

customer income and asset documentation, and cleared conditions and changes to the loan terms.

Resolved routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens,

mechanic liens and undisclosed liens reconveyances.

Resolved appraisal disputes, coordinated loan closing activities, and maintained a high level of customer service by being

proactive in communication with customers, sales partners, and banking center associates.

Home Wise Services, Inc. Jacksonville, Florida 1999 to 2009

Operations Manager

Directed and established a professional home and building inspection business start up. Managed the daily operations

and coordinated all inspection appointment scheduling.

Managed all financial aspects of the business to include processing and maintaining accounts payable, accounts

receivable, and employee payroll.


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Implemented and utilized several marketing programs to obtain and retain new clientele, to include creating and

coordinating marketing presentations with Licensed Real Estate Professionals

BHHS Realty (Prudential Network Realty) Jacksonville, Florida 2008 to 2009

Home Servicing Specialist

Demonstrated diligence and motivation throughout a slowing & flat real estate market by obtaining multiple listings and home


Successfully completed internet lead training.

Successfully completed required Prudential Training to familiarize with company policies & procedures.

Weichert Realtors – 1st Coast Jacksonville, Florida 2007 to 2008

Home Servicing Specialist

Dedicated personal time completing various Sales Associate training courses to further enhance my professional real estate


Trained new associates for Open Houses

Demonstrated diligence and motivation throughout a slowing & flat real estate market


Prudential University, Jacksonville, Florida 2008

FREC I Course, Watson Realty Corporation, Jacksonville, Florida 2007

Weichert Lead Network, Weichert University, Jacksonville, Florida 2007

Computer Skills: Microsoft Word, Excel, Outlook, PowerPoint, Lotus Notes, Word Perfect and QuickBooks


State Licensed Sales Associate, License # SL3194035 (Currently Inactive)


Professional References

Stephanie Glasgow

Former Bank of America Team Lead

1820 Rosson Road

Little Elm, TX 75068

Cell: 214-***-****


Tiffany Reid

Former Bank of America Manager

2749 Sack Drive West

Jacksonville, FL 32216

Cell: 904-***-****

Sandy Miller, PA

13001 Atlantic Boulevard

Jacksonville FL 32225

Office Phone: 904-***-****


Personal References

Mary Lou Dutrieux

1180 Linwood Loop

St. Johns, FL 32259

Cell: 901-***-****

Debbi Hunnicutt

6124 Thistlewood Road

Jacksonville, FL 32277

Cell: 904-***-****

Shelly Wilson

213 Pheasant Run

Ponte Vedra Beach, FL 32082

Home: 904-***-****


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