Customer Service Call Center
Resume:
CYNTHIA M. PETTA
New Berlin WI
Yoga Instructor / YMCA / New Berlin
Jan 25 to present / part time
Loan Servicing ~ Post Closing, Manager, Supervisor
Customer Service / Call Center Supervisor
Talented professional with 15 years managerial and supervisory experience in banking/financial industry. Versatile manager with proven success adapting and moving forward in changing, challenging economic climate. Builds talented teams by effectively motivating and coaching staff to increase productivity and exceed organizational objectives. Strong customer service, presentation, and technical skills. Areas of expertise include:
Operations Management Financial Management Loan Portfolios & Documentation Invoicing Reporting/Auditing/Reconciliation Regulatory Compliance Procedure/Process Improvement
Call Center Training Team Building & Leadership Personnel Training, Development, Supervision
Performance Appraisal Customer Service Client Relations Problem Solving Technical Skills
PROFESSIONAL EXPERIENCE
LPS Field Services National, Milwaukee, Wisconsin 2008 – 2010
Property & Preservation Onsite Supervisor/Operations Manager for Wells Fargo: Managed staff coordinating conveyance processing of default loans for HUD Government funded loans. Completed reporting and client requests and escalations in clients’ Wells Fargo mortgage division. Delegated daily assignments for onsite/offsite team including escalation reviews of aged loans. Executed performance reviews. Coached and motivated onsite team. Managed collections.
Slashed aged loan inventory from 70% to 28% in 2009, saving company curtailments for late loan conveying to HUD.
Increased productivity of onsite team by over 50% through development of production metrics for daily production reports and individual analysis.
Directed onsite team to complete 78% of inventory processing, resulting in 22% moving offsite in August 2010.
Received accolades from client, Wells Fargo, for surpassing other vendors with average for late tasks 0 – 3% compared to 50 – 66% for other 3 P&P vendors.
UNITED HEALTH/PROCESS WORKS, Brookfield, Wisconsin 2007 – 2008
Supervisor: Supervised account receivables, aging reporting, and account reconciliations for 90+ outstanding invoices. Provided clients’ invoices, researching reasons for delinquent balance and contacting accounting, billing or managers for resolution without legal action. Oversaw collections.
Served as Team Lead delegating cash processing for department. `
Reduced aging report to 30 (40%) of accounts and 60+ (35%) with small balance of 12 over 90 (10%) accounts.
WAUWATOSA SAVINGS BANK, Waukesha, Wisconsin 2006 – 2007
Mortgage Servicing Manager: Managed entire bank’s loan service department. Communicated existing and revised department policies and procedures to ensure bank compliance. Provided inter-department support on loan transactions and 3rd party companies and government agencies.
Participated in development of procedures for new software during bank conversion.
BANK MUTUAL, Brown Deer, Wisconsin 2006
Loan Servicing Assistant Manager: Oversaw lending representatives in processing post-sale loans. Prepared and provided reports. Set up bank rates and floor plans. Monitored, maintained, and coordinated loan portfolio on customer inquiries for all related issues.
CYNTHIA M. PETTA
Page 2 *****@***.***
M2 BUSINESS CREDIT, Brookfield, Wisconsin 2005 – 2006
Operations Manager: Managed and providing ongoing quality customer service to clients by reviewing reports, incoming collections, and advance requests. Ran daily production and process. Implemented required changes for productions of loans. Performed daily reconciliation of loan portfolio. Trained staff. Completed all month-end reports, audit, and reconciliation. Processed, analyzed, and evaluated new client activity to maintain compliance to Loan and Security Agreement.
Created department procedures for all applications.
FIRST AMERICAN (LOGS), Milwaukee, Wisconsin 2003 – 2005
Unit Manager: Managed day-to-day unit operations to maintain company standards. Supervised team of 18. Served as back up Supervisor, overseeing Customer Service team of 40. Handled all reviews, promotions, and disciplinary action for employees. Coached and motivated staff. Conducted meetings. Monitored calls on ACD lines for clients. Produced department reports for management team. Managed collections.
Assisted in department conversion to automated payoff processing system.
ST. FRANCIS BANK, New Berlin, Wisconsin 2001 – 2003
Loan Servicing Supervisor: Supervised servicing staff for 1st & 2nd mortgage lending department. Received mortgage calls for bank from brokers, customers, and clients on in-bound live ACD active lines, rotating staff’s responsibility for 10 twelve hour shifts Monday – Friday.
Requested by management to resume employment at Bank to combine and develop Loan Servicing departments and move forward with company’s objectives for future.
Ensured outstanding customer satisfaction and service for bank by coaching and training support staff of 14 employees.
FISERV INC., Brookfield, Wisconsin 2000 – 2001
Product Support Specialist: Provided support for consumer loan application including contract collections system and collection manager production.
Gained expert skills in training, research, and technical experience of applications.
ST. FRANCIS BANK, New Berlin, Wisconsin 1995 – 2000
Dealer Finance/Indirect Lending Supervisor: Charged with supervision of indirect processing, staff originating, and servicing loan portfolio. Approved indirect paper for bank purchase for active Auto Dealers, underwriter, and under manager in department.
EDUCATION
Licensed Practical Nurse Degree, Waukesha County Technical College, Pewaukee, Wisconsin
PROFESSIONAL DEVELOPMENT
FIE General Banking FIE Residential Mortgage Lending Documentation
FIE Supervisory Personnel Management I & II FIE Team Building/Management
Expert Effective Business Communication AML for Lenders
LPS Documentation & Discipline Residential Mortgage ABCs & the Regulations
Wage & Hour/Discrimination & Harassment FLMA Training for Supervisors
TECHNICAL SKILLS
Microsoft Office Lotus Mortgage Ware Mortgage Edge FISERV Mortgage Lending
Stucky Asset Based Lending Application Fidelity Lending Banker System
Contact this candidate