Customer Service Community Engagement
Resume:
MARCO JOSE FERREIRA
st
Ct., Parkland, FL 33076
215-***-**** *************@*****.***
Areas of Expertise Strategic Planning
Productivity Improvement
High Customer Service
Performance Management
Creative Problem Solving
Decision Making
Negotiation, Persuasion and Communication
Project Planning/Execution
Team Building
Proficient in all Microsoft Software
High Motivational Skills
Experience in People Soft Budgeting 9.1
Quality Assurance
P & L Management
Strategic Leadership
Multi-Task various projects
Professional Experience The GC Foundation, Miami, FL 7/1/2022-Present
Director of Philanthropy
Implemented an annual and long strategic plan to ensure programmatic consistency
Management of a $3,000,000 budget to provide funding opportunities to new partners supporting our mission
Implementation of new grant systems to support current and new programs
Cultivated the foundations existing and new pool of donors for consistent annual giving
Perform a 200% increase of collaborative partnerships to support the mission
Led independent audits to confirm its compliance with Federal and Local non-profit regulations
Secured $500,000 in corporate sponsorships (first 6 months of employment)
Execute short and long-terms program KPI goals and measurements
Developed new fundraising campaigns via social media, letters, emails and community engagement
Performed quality control methods to ensure By-Laws and its actions are complying
Implemented new core programs to align with the foundation’s mission and education platform
Instilled new compliance procedure to sure foundation and organization structure in place Philadelphia Housing Authority (PHA), Philadelphia, PA 1/23/2014 – 5/5/2022 Director-Workforce Development and Homeownership
PhillySEEDS, Inc, subsidiary of the PHA, Philadelphia, PA Business Manager
Created community engagement forums and focus groups for inclusion and diversity program design
Successfully assist over 1,400 families become self sufficient in various programs of homeownership, education, workforce, and entrepreneurship (25 different programs in total)
Optimize various program designs and procedures that incorporates both public and private services
Determined areas of improvement for program results and initiate changes to increase capacity and production
Created new ground departments: PHA Workforce Center, Vaux Community Center-EnVision Center and Section 3 Resource Center
Execute short and long-terms program KPI goals and measurements
Initiated compliance reporting with Commonwealth, Federal and HUD regulations
Develop and led execution of PHA’s Entrepreneurship Fellowship program to PHA residents
Implemented policies and procedures related to the PHA Workforce Center, Homeownership and Section 3 Resource Center, Jobs Plus Program (Raymond Rosen and Wilson Park public housing sites)
Apply strategic planning for current and new partnerships within the department to increase programs to the PHA resident body
Increase free workforce training, entrepreneurship, and development programs to PHA’s Community Partners division (3,000 visitors in 2019 at the Vaux Community Center/PHA Workforce Center)
Engage, inform, and receive resident input from PHA residents and their leaders about the resident programs and its process
Presented department’s programming to the PHA resident body, its resident leaders and PHA staff
Incorporate a high standard of record keeping and management with any and all programming
Provide and recommend new innovative processes to evaluate benchmark goals, and policies/procedures across various departments
Increased operations efficiency as a key collaborator and policy executor with Legal, Operations, Finance and Contracts departments
Provide development strategies to increase donations and sponsorships by a minimum of 10% per annum.
Successfully identify, cultivate, and solicit donors/grantors in the creation of a $1,000,000 Scholarship endowment
Successfully secured over 50 new partners totaling over $40,000,000 of in-kind services solely for PHA residents through Choice Neighborhood Initiative, Family Self Sufficiency, Jobs Plus and Resident Opportunity grant applications
Negotiated budget credit and leveraged resources through T-Mobile on the acquisition of 4,500 of tablets for PHA’s ConnectHomeUSA initiative
Leverage PhillySEEDS’ non-profit status to secure more services and opportunities for PHA residents Proficio Mortgage, Mount Laurel, NJ
Sales Manager
5/22/2012 – 1/20/2014
Responsible in originating residential loan mortgages from internet leads, transferred leads and industry relationships
Manage an average pipeline of $3,000,000 personally with the average funded loans per month of $1,100,000
Manage a team of 8 Loan Officers with an average monthly pipeline of $8,000,000 and a funding rate of approximately $6,000,000 per month
Responsible in providing customer service from gathering the proper documentation for underwriting and processing.
Responsible with invoicing to 3rd party vendors
Knowledge of Profit and Loss with constant profitability forecast
Delegate actions to both processing and closing departments in closing and post-closing L & M Lending, LLC, Mount Laurel, NJ
Director
4/1/2006 – 3/31/2012
Responsible for the daily organization of the company’s financials and sales force with company training with explaining proper employee protocols.
Provide customer service to all clients with updates on their files and problem solving their issues.
Identified and corrected any problems with proper consulting all parties involved.
Mortgage Broker Company responsible for company’s operations along with loan origination, processing, post-closing, and compliance.
Increased revenues by a minimum of 10% from 2006 to 2011.
Exceeded all annual revenue and profit contribution goals.
Built a 20 person multi-functional team (sales, technical support and administration) from the ground up.
Implemented the MISMO XML process to the organization’s services of Underwriting, Mortgage insurance application, Credit reporting, Flood and title insurance, Property appraisal, Loan delivery, Product and pricing, Loan Servicing, and Secondary mortgage market investor reporting. Tio Pepe Restaurant (Family-Owned business), Philadelphia, PA General Manager/Front House and Bar Manager
8/1/2002 – 3/31/2006
Hired, trained, scheduled, and supervised 30 employees in a high-volume fine dining family-owned restaurant and bar
Ensure that all employed adhere to company’s employee guidelines in accordance with OSHA, ServSafe and food safety regulations
Examined inventory, renegotiated supplier contracts and consolidated orders to reduce expenditure by 40% over a 4-year period
Increase annual profits by 15% with new business strategies that included community engagement of various ethnic groups
Maintain an annual customer satisfaction rating of 95% or higher
Strategically developed effective marketing plans to increase sales and profits while managing costs
Conducted independent audits of account payables and receivables to ensure proper Profit and Loss Statements
Performed yearly Proformas for proper company growth along with prior year comparisons
Actively participated in ongoing customer service programs to build sales and rapport in the community Education
Bachelor of Science in Biology, Temple University, Philadelphia, PA Class of 2002
Cardinal Dougherty High School, Philadelphia, PA Class of 1998
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