Customer Service Delivery

CD

CHRISTINE M. DULEY

**************@*******.*** 925-***-**** Livermore, CA 94550

I am in search of a challenging position with a strong company in which I may apply and broaden my skills and knowledge. I have a high aptitude for learning in a dynamic environment. I consistently exceed expectations of management on all levels. I have the ability to multi-task while maintaining a high quality of work. I am capable of working well as an individual contributor and team member. I have efficiently managed multiple high level customer accounts. I am problem solving oriented, and I see problems as opportunities for improvement. Project Planning

Managing Operations and Efficiency

Performance Evaluations

Goal Setting

Team building and collaboration

Verbal and Written Communication

Recruitment and Hiring

Problem Resolution

Administration and Reporting

Scheduling and Coordinating

Staff Training

Documentation and Reporting

Pipeline Development

Decision Making

Customer Relationship Management

Microsoft Suite (WORD, EXCEL, Outlook, and Power-

Point)

Pipeline Management

GSE, Portfolio, Super Jumbo proficient

Underwriting and Processing Management

Doc Drawer

Fremont Bank Livermore, CA

Sr. Director/Director

01/2015 - Current

Manage wholesale operations with processing, underwriting and drawing docs

Manage a team of up to 40 persons

Oversee pipeline to ensure volume is being completed timely and meet service level commitments.

Maintained high standards in hiring staff; prioritizing flexibility, resourcefulness and drive.

Engaged in interdepartmental coordination to improve business transactions through data analysis and implementation of lean strategies. Generated and implemented business procedures and policies. Delivered hands-on assistance to committees and teams within department in policy-making decisions.

Met or exceeded service level commitments and funding Goals every month by implementing team challenges, managing volume and prioritization.

Conducted weekly, monthly and quarterly evaluations of operations, team performance and best practices to standardize activities. Partnered with staff to create professional development plans to support personal and business growth.

Fremont Bank Livermore, CA Managed an underwriting team for Wholesale Lending Department and Summary

Skills

Experience

Underwriting Manager

03/2008 - 01/2015

CBLX (Community Lending Banking Exchange)

Manage daily pipeline, trouble shoot loan scenarios, research investor guidelines, and work with Broker and Account Executives In addition to managing wholesale underwriting, I underwriting loans for Fremont Bank's Private Banking clients and Employees. Worked with team to review and accept or deny new and renewal business.

Inspected financial statements, credit information and title data to complete underwriting process.

Achieved production goals by developing strong underwriting teams. Negotiated coverage, policy pricing and service delivery during meetings with customers, agents or brokers.

Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Provided excellent service and attention to customers when face-to-face or through phone conversations.

Motivated and encouraged team members to communicate more openly and constructively with each other.

Countrywide Bank San Jose, CA

Branch Sales Manager

01/2007 - 03/2008

Managed branch sales, customer service, finances and record keeping. Managed overall branch performance, conducted sales activities, developed deep customer base and cultivated highest customer satisfaction ratings.

Resolved customer complaints to maintain high level of satisfaction. Coached, developed and motivated team to achieve revenue goals. Employed cold calling, prospecting and networking to land new customers and penetrate new markets.

Trained staffed in sales presentments using techniques such as one on one role playing

Used salesforce software to manage team and sales production Took my team and senior management to number one in the Northwest Region in the Nation.

ISOM Oakland, CA

AA- Biblical Concepts in Inner-City Ministries

06/2005

Chabot College Hayward, CA

Education and Training

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