Manager Data Entry

Leenard C. Mack ********@*****.***

*** *. **** ******, ********* Maryland 21218 410-***-****

PROFESSIONAL EXPERIENCE

**/**** – Present BANK OF AMERICA Baltimore, Maryland

Financial Center Manager

Manage under-performing associates to top tier performers 2014 – 2016

Maintains Top 10 Ranking of highest performing Financial Centers in the Market

Develops marketing campaigns to ensure associate and Financial Center success

Consistently meets monthly and quarterly revenue goal of 90% or higher

Create cross-training opportunities utilizing face to face, classroom and web-based applications

Conduct virtual training and meetings to ensure consistent compliance throughout the Market

Schedule forecasting to ensure proper associate coverage to meet high client demands

Driving Customer Satisfaction results to 20% above target

Mitigating associate and regulatory risk by driving operational excellence of 100%

Hire, coach, develop and manage full time and part time associates

Partner with executive team to deliver reporting and data metrics to align with current business trends

Track associate performance and create blue print action plans on a Market level

Hits Cross-sell target of 80% for additional products and services to meet client’s financial needs

06/2010 – 06/2013 WELLS FARGO HOME MORTGAGE Frederick, Maryland

Loan Administration Manager

Managed a team of 20 Home Preservation Specialist with a pipeline of 5000 loans

2012 - 2013 Top Home Preservation Team six consecutive months

Lowest re-work percentage in Maryland Home Preservation

Schedule forecasting to decrease improper aux usage and customer wait time

Increased Quality Control call monitoring scores from 70% to 100%

Achieved 100% Quality control in G-Core audits

Created call scripting and cross trained Loss Mitigation and Collection Call Center agents in home retention efforts

Consistently increased team productivity and quality to exceed stated goals

Developed policy and procedures to provide work flow guidance in maintaining service levels

Voted 2013 Diversity Champion Quarter 1 and Quarter 2

Management Excellence Award winner 2010 and 2011

10/2005 – 05/2010 WELLS FARGO BANK Columbia, Maryland

Default Service Manager, Collateral Integration Analyst, Senior Compliance Lead

Team Excellence and Service Excellence Award winner 2006, 2007 and 2009

Managed a modifications and short sales portfolio consisting of over 1200 loans

Decreased investor losses by 30% month over month

Maintained the lowest level of foreclosures through home retention conversion

Built analytical models, databases and queries for business lines to analyze and reconcile detailed data

Performed system enhancements and user testing to align with Master Servicing guidelines

Created standard operating procedures for processing lien release requests

Developed short and long term strategies to mitigate risk and increase productivity

Rolled out the SEC, UCC, REG AB and Sarbanes-Oxley Compliance regulations to our Client Teams

08/2004 – 10/2005 FRIEDMAN & MACFADYEN P.A. Baltimore, Maryland

Lead Paralegal

Reviewed case logs for active and discharged Chapter 7 and Chapter 13 bankruptcy files

Supervised and trained bankruptcy coordinators

Processed document reviews ahead of deadlines to expedite case filings

Managed a portfolio of 50 weekly clients

10/2003 – 08/2004 CITIFINANCIAL Hanover, Maryland

Bankruptcy Processor

Managed the MD, DC, NJ Bankruptcy Portfolio

Worked with Chapter 7 and Chapter 13 debtors to clear delinquencies

Consistently converted delinquent pipeline to repayment plan status

03/2003 – 08/2003 PNC BANK Pittsburgh, Pennsylvania

Data Entry Clerk

Processed proof work for the data entry team

Achieved 1600 key strokes per minute

Maintained 5% or lower error ratio

EDUCATION

08/2015 – 05/2017 UNIVERSITY OF BALTIMORE Baltimore, Maryland

Bachelors Degree

08/2001 – 10/2003 EVEREST UNIVERSITY Pittsburgh, Pennsylvania

Associates Degree

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