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Site Exec

Saint Augustine, FL, 32092
Open- Negotiable
September 12, 2008

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A seasoned professional with 20 years experience in the consumer lending and service industries. Particular expertise in Operations Management, Call Efficiency using decisioning engines and streamlining processes. A relationship manager adept at cultivating business partnerships. With specific focus on leadership development reward, recognition and performance management.

2006 – Present Washington Mutual Corporation

Site Manager

Current responsibilities and accomplishments:

• Site management of the Melbourne Operations Center as well as start up Analytics team in Jacksonville, Florida. Participated in WaMu’s Roadmaps to Leadership Success for 2006

• Aside from managing the Home Equity Collections Portfolio (1.1 million loans $60B in product), accomplishments include segregating the Home Equity portfolio by risk for the purposes of off shoring to achieve over $1mm in annual cost saves. Managed and supported Outsource relationship SLA’s and Contracts

1995 – 2006 Bank of America

Site Executive -Senior Vice President

• Call Center Executive managing staff of 350 FTE for Electronic Banking Services – one of five inbound call centers providing multi-channel, multi product services for 15mm online customer base.

• In 2005, integrated the Fleet Bank Boston customer base to the online space a result of the Bank of America merger with Fleet Boston.

• Accomplishments include creating universal dashboard to manage multiple metrics by site and by line of business.

• Led line of business initiatives to close gaps around tech and ops application and monitoring instabilities resulting in a $2.4mm save for 2006. Participated in the National Council for Associate Satisfaction and Engagement as well as the Diversity Counsel for Customer Service and Support.

2002 - 2005 Bank of America Greensboro, NC.

Site Executive -Senior Vice President

Responsibilities included:

• Call Center Executive managing staff of 300 FTE, indirect responsibilities also included business continuity support and facilities management for 700 FTE.

• Directly accountable for the servicing and performance of multiple portfolios which include; Consumer Real Estate Direct Residential, Home Equity Lines of Credit, as well as Specialty Products (RV’s, Marine and Manufactured Housing) total estimation worth over $90Billion dollars in product.

• In 2004 - integrated the Fleet Bank Boston Mortgage as a result of the Bank of America merger with Fleet Boston, a portfolio movement worth over $30 Billion dollars from West Seneca to Greensboro with resulting savings of over $1 Million dollars in productivity saves.

• Accomplishment achieved of $52 Million dollars in Avoidable Losses for 2004 against loss plan. Achieved World Class Associate Satisfaction Scores (92%) in 2004, up from 40% in 2002. Certified Six Sigma Champion and DFSS Green Belt Certified. Co-Chair Diversity Council 2003-2005.


2001-2002 Fairbanks Capital Corp. Jacksonville, Fl.

Site Leader-Vice President

• Responsible for the successful divestiture of the $23 Billion NationsCredit/Equicredit portfolio. As a function and role of the divestiture, all employees were subsequently employed by Fairbanks Capital Corp. Successful in negotiating a contract for release back to the Bank in October of 2002 without any negative impacts to agreements of the portfolio sale.

1995-2001 Bank of America Jacksonville, Fl.

Site Leader-Vice President

• Managed Front End buckets 1-29 Day, 30-59 Day and 60-89 Day delinquency 225 FTE 17 Team Leaders and 4 Unit Managers for $23 Billion NationsCredit/Equicredit Sub-Prime Real Estate portfolio. Successfully managed a 32% Attrition rate until point of sale to Fairbanks Capital in April 2002. The announcement of the sale occurred in August 2001. Associate Satisfaction scores were considered favorable in spite of the transition out of the Bank.

1997-2000 Bank of America Jacksonville, Fl.

Unit Manager-Vice President – Auto Loans

• Instituted team-building practices with peers, management and staff to integrate new performance measures and behaviors into the collections environment. (Excellence Workshop – Career Pathing)

• Worked with management staff - provided hands on training for PC’s and various applications. Served as a high potential performer on the CCSG (Consumer Collections Strategy Group) as a CORP (Collections Operations Resource Participant) based out of Charlotte, N.C. Worked on national incentive program as a function of my engagement with this team.

• During service as a Unit Manager, was promoted to Vice President from Assistant Vice President. Actively worked with NationsBank Transition Team to facilitate many of the processes impacting the collections environment.

Interim Unit Manager- Dealer Financial Services – Auto Loans

• Performed benchmarking study on local Consumer Lending industries to discover that Barnett DFS fell well below standard on productivity measurements. Collaborated with peers to create action plan over a 120 day period raising productivity from 18 average calls per hour to 38 calls per hour with focus on quality, customer service, and improved contact rate.

Supervisor – Barnett Dealer Financial Services - AUTO

• Managed staff of between 13 - 25 associates. Designed and integrated development plans for employees. Created bench strength for department with the use of development plans and training strategies.

1995-2000 Barnett Bank N.A. Jacksonville, Fl.

Supervisor – Barnett Card Services

• Managed staff of between 13 - 15 associates. Designed and integrated development plans for employees. Created bench strength for department. Responsible for Charge-offs, Budget and line level Forecasting.

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