Trainer

Pamela A. King

**** ** **** ****** ****: 954-***-****

Plantation, FL 33322 **********@*********.*** Cell: 786-***-****

• Dedicated manager with twelve years of experience in managing departments responsible for residential mortgage servicing and commercial mortgage origination. Consistently initiated improvements to the bottom line and turnaround of underperforming operations.

• Builder and leader of productivity and customer-focused teams; instill a shared, enthusiastic commitment to customer service and increased productivity as key drivers of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and bank operations policies.

Areas of Expertise

• Department Management • Investor Reporting and Reconciliation

• Team Building and Training • Cost Reduction Strategies

• Complaint Handling and Resolution • Mortgage Origination and Servicing

Relevant Experience

OCEAN BANK Miami, FL

Training Specialist (2007 – 2009)

Delivered instructor-led courses in New Employee Orientation, Teller Training, New Accounts and Code of Ethics. Developed and delivered training content and materials for the Bank2Consumer system, Presentation Skills, Time Management and Effective Listening Skills. Managed the registration and reimbursement process for employees continuing their education in Business or Banking with the Center for Financial Training and local community colleges (Miami-Dade, Broward and Palm Beach).

Key Achievements

• Coordinated the attendance of 1100 employees to the company’s Diversity Training Workshop

• Launched a new Lunch & Learn program for discussion on improving soft skills

• Implemented change in tuition expense reimbursement policy that will save the company approximately $10,000 per semester

INSTITUTE OF MORTGAGE EDUCATION Davie, FL

Director of Administration (2006 – 2007)

Researched and developed training content and materials for on-line and instructor-led courses for Loan Officers and Processors. Conducted training for new mortgage broker licensees as required by the State of Florida. Maintained and submitted student records to the Florida Licensing Bureau.

Key Achievements

• Assisted in-state and out-of-state brokers with registration and study habits

• Provided on-line training for processors using proprietary software

BAYVIEW FINANCIAL Miami, FL

Training Manager (2003-2006)

Developed, implemented and delivered national Business to Business training programs for Bayview’s commercial lending subsidiary. Curriculum included mortgage origination basics (sales, processing, underwriting, closing, funding, post closing and call center activities). Developed and maintained policies and procedures for each operational area of commercial lending.

 

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AVP, Cashiering Department Manager

Managed a staff of twelve employees who processed mortgage payments, balanced and reconciled daily transactions and disbursements. Developed and updated policies and procedures. Implemented cost saving initiatives to ensure that all payments are processed on the day of receipt.

Key Achievements

• Implemented a Learning Center for all new employees to reduce learning curve and ensure consistency of information learned

• Implemented the use of an encoding machine to reduce the deposit float from three days to same day

Additional Experience

HOME SAVINGS OF AMERICA Irwindale, CA

Policy and Procedure Specialist (1997-1999)

Payment Processing Department Manager (1992-1997)

Secondary Marketing Specialist (1987-1992)

Managed the productivity of six to twenty-five employees. Developed, tested implemented and maintained on-line lending and servicing policies and procedures. Coordinated diversified investor activities relating the loans serviced for various investors including Fannie Mae (FNMA), Freddie Mac (FHLMC), Ginnie Mae (GNMA) and Home’s Private and Subordinated Mortgage Backed securities.

EDUCATION / DEVELOPMENT

UNIVERSITY OF PHOENIX - Diamond Bar, CA

MA, Organizational Management

BA, Business Management

PASADENA CITY COLLEGE – Pasadena, CA

AA, Mathematics

UNIVERSITY OF MIAMI – Miami, FL

Certificate of Completion, Leadership and Management Development Program

LANGEVIN LEARNING SERVICES – New York City, NY

Certificates of Completion for Train-the Trainer and Adult Learning Theories

COMPUTER SKILLS

Proficient in the use of Microsoft Office, Outlook, Publisher.

Working knowledge of Microsoft Project and Access

LICENSES AND CERTIFICATIONS

Certified Notary Signing Agent, State of Florida

Notary Public, State of Florida

Licensed Mortgage Broker, State of Florida

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