Rachell Lucas 201 E. Round Grove Rd. Lewisville, Texas 75254

HIGHER EDUCATION

Ø Stephen F. Austin State University, Bachelor of Business Administration Degree, Major in Finance

Ø Tyler Junior College, Associate Degree in Business Administration

Ø Collin County Community College, Certification in Training and Development

WORK HISTORY

2007-2008

Premier Business Centers, Dallas, Texas

Operations Manager

Ø Assisted the General Manager with solving any and all existing client issues

Ø Responded to any and all client concerns and inquiries

Ø Overseen Opening and Closing of the center daily

Ø Assisted with professional handling of the front desk duties

Ø Ordered supplies from vendors

Ø Assisted the General Manager with:

o Bank Deposits

o Making sure the Administrative Assistants knew their duties and are feeling motivated to do a great job

o Move Ins, Move Outs and/or any office changes

Ø Prepared vacant offices to be ready to lease out immediately

Ø Prepared and completed w/accounting representative monthly billing and rent roll

2006-2007

EMC Mortgage Corporation, Lewisville, Texas

Training Specialist, Learning and Development

Ø Developed learning curriculum, user curriculum, and lesson plans.

Ø Maintained and Updated training materials

Ø Facilitated individual, group, and organization-based training classes using the Adult Learning Principles and Techniques

Ø Collaborated with internal and external resources to conduct needs analysis and assessments

Ø Collaborated with department managers to establish learning measures to determine the effectiveness of learning and development programs.

Ø Modified programs based on organizational objectives and employee needs.

Ø Performed strategic research, planning, and systems analysis to develop training programs.

Ø Developed visual aids and references pertaining to specified topics

Ø Developed training evaluation criteria and methods; assisted to develop monitoring mechanisms, such as action plans to determine the effectiveness of training

Ø Conducted problem-solving methodologies such as team building

Ø Demonstrated professional behavior and teamwork and adhered to company policies and procedures.

Ø Accepted other duties as assigned, occasionally performed call monitoring and/or audits on as needed basis

2005-2006

Washington Mutual Specialty Finance Group, Irving Texas

Quality Data Analyst- Operation and Support Quality Assurance Department

Ø Responsible for planning, coordinating, executing projects and activities to measure customer satisfaction and quality of service in the Commercial Bank’s Servicing, Closing, Portfolio Management, and Warehouse Lending Areas.

Ø Made departmental observations to learn each process, document process gaps, and procedures. Spent 6-8 weeks in each respective area receiving training on all processes within each group.

Ø Interpreted findings and develop recommendations for improvements to management. Improvements include quality checkpoint recommendations and process improvement.

Ø Performed Quality Audits, Scorecard Validations, and Calibrations for accurate measurements of employee performance and quality of processes, while continuously updating scorecard checkpoints and procedures

Ø Quality Trend Analysis-Document Departmental and Individual Quality rate to report to management committee

Ø Helped to ensure compliance regulatory requirements by participating in bank audit preparations for regulatory

Ø Built ongoing business relationships with departments to ensure improvements

2004-2005

Washington Mutual Specialty Finance Group, Irving Texas

Commercial Loan Accounting, Accountant II

Ø Reconciled and monitored customer fund deposit, wire, reserve, and FNMA DDA accounts

Ø General ledger research- researched general ledger entries to balance Multi-Family and Commercial Real Estate accounts daily

Ø Special projects including loan sales

Ø Reconciled and monitored payment clearing account, consisting of an average daily entry total of 10,000 payments received from customers

Ø Ensured that the Key Performance Initiative requirements were met by clearing accounts within the clearing timeframes

Ø Setup Deferred fees and costs

Ø Reviewed journal entries and settlement statements to ensure quality control

Ø Worked closely with other departments such as Closing, New Loan Setup, and Escrow in the origination phase of the loan

2003-2004

Washington Mutual Specialty Finance Group, Coppell, Texas

Mortgage Loan Servicing, New Loan Setup Quality Control Administrator

Ø Reviewed loan packages for accuracy before boarding-review included verifying information on Final Submission from Underwriting, verifying loan documents such as Note, Deed of Trust, Escrow Analysis, and other Security Instruments and Riders

Ø Boarded Multifamily, Commercial Real Estate, Community Lending, Participation Loans, and Construction loans into loan systems

Ø Executed all Assumptions, Modifications, and Consent to Transfer Requests

Ø Posted all deferred costs and fees to the loans

Ø Prepared journal entries and process forms for appropriate loan transactions-including posting of first loan payments, fees, and escrow payments collected at closing

Ø Customer Service Assistance

SPECIAL SKILLS

Ø Excellent Knowledge in Adult Learning Techniques

Ø Strong skills in Instructional Design and Development

Ø Creative and Effective Presentation Skills

Ø Strong Analytical, Reasoning, and Problem Solving Skills

Ø Proficiency in Microsoft Word, Excel, and PowerPoint

Ø Excellent Communication Skills both verbal and written

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