Customer Service Management

Patricia Cappa

**** ***** ****** ( Richmond, Illinois 60071

847-***-**** ( **************@*****.***

Management: Commercial Lending Operations

Commercial lending professional with over 22 years of total experience in

mortgage loan operations, support, and management. Proven ability to build,

mentor, and lead cross-functional teams of employees for optimum

performance. Expertise in administration, analysis, and funding of loans to

meet strict regulatory requirements. Highly capable of directing

initiatives through all phases to timely and accurate completion in

alignment with corporate guidelines.

Core Competencies

Commercial & Business Loans ( Lending Management ( Loan Origination &

Modification ( Due Diligence & Audits

Portfolio Management & Projection ( Call Center Operations ( Special Asset

Management Small Business Unit (SBU) ( Staff Development & Leadership (

Loss Mitigation ( Client Service & Support ( Strategic Planning

Conflict Resolution ( Communication/Telecommunication

Professional Experience

Enova - Chicago, Illinois ( 2014 to Present

Enova is a web-based consumer lending company serving six million

customers.

Call Center Collections Supervisor

Coach a team of 33 employees, resolve customer escalations, contact

customers regarding escalated issues, develop employees and train as

requried.

Alta Divvy Bicycle Share - Chicago, Illinois ( 2013 to 2014

Alta Bicycle Share designs, deploys, and manages bicycle share systems,

enabling ready access to bikes for urban residents and visitors while

improving mobility and livability in the communities we serve with 100

employees.

Operations Supervisor

Managing operations center, dispatch and supervise rebalancers, handled

customer service issues, prepared reports to senior management, scheduling

and coordinated special events to correspond with the new bike share

program and activities in Chicago

AMC Consultant - Libertyville, Illinois ( 2012 to 2013

Professional financial services and due diligence company with over 300

employees.

Associate Vice President

Provide due-diligence funding, analysis, and auditing of post-closing

mortgage loans, including FHLMC, FNMA, and FHA/GNMA. Prepare funding

packages for residential mortgages. Ensure compliance with Fannie Mae

Desktop Underwriter and Freddie Mac Loan Prospector underwriting

requirements. Review servicing delinquency portfolio, credit analysis, and

exceptions, delivering documentation for senior management and clientele.

First Midwest Bank - Itasca, Illinois ( 2007 to 2012

Commercial and retail bank with treasury/wealth management services and

over 1,000 personnel.

Assistant Vice President, Asset Management

Handled special assets portfolio of over 100 files such as small business

unit, retail, banking, FHLMC, HAMP, and FNMA lending. Maximized loss

mitigation for clients, realtors, and buyers. Determined client

qualifications and modified loans. Offered portfolio projections.

Highlights & Achievements:

. Consistently resolved delinquencies through foreclosure decisions and

timely transformation of non-performing loans into performing loans.

. Hand-selected by management to deploy HAMP program for department.

Dovenmuehle Mortgage - Lake Zurich, Illinois ( 2005 to 2007

Private sub-servicing mortgage firm with 1,000 staff.

Call Center Manager, Client Service

Trained, evaluated, and led over 50 total employees, including 6

management/supervisory personnel, across 2 inbound call center locations.

Administered call flow of up to 185 calls per minute with ideal efficiency

and quality. Resolved escalated client issues to increase satisfaction.

PATRICIA CAPPA ( Page 2 ( **************@*****.***

Washington Mutual Home Loans - Downers Grove, Illinois ( 2002 to 2005

Consumer and commercial banking arm of JPMorgan Chase & Co.

Loan Fulfillment Team Manager

Managed retail mortgage loan origination in collaboration with processing,

underwriting, and settlement groups. Coached, motivated, and supervised

over 70 full-time, contract, and temporary employees. Identified and

resolved client problems in a timely fashion.

National City Mortgage - Miamisburg, Ohio ( 2001 to 2002

Default Dialer Analyst

Washington Mutual Home Loans / PNC Mortgage - Vernon Hills, Illinois ( 1992

to 2001

Default Dialer Analyst (1999 to 2001)

Senior Loss Mitigation Specialist (1997 to 1999)

Client Service & Collections Representative (1992 to 1997)

. Earned numerous awards for quality of performance.

Education & Certification

Life Insurance Certificate - State of Illinois

Commercial Loan Regulations & Fair Lending

Processing, Closing, & Underwriting / Fair Lending - Washington Mutual

Tax Preparation - H&R Block

Business Writing Grammar - Dun & Bradstreet

Managing Projects & Performance

Employee Supervision & Coaching

Dealing with Difficult People & Stress

Technical Skills

Genesis, Melita, Star (M&I), CPI, Mosaix, Center View, Point, Goldworks,

Loan Works, Opits, Crystal Reports

Microsoft Office (Word, Excel, PowerPoint, Outlook)

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