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Senior-Level Manager with 27+ years of experience in residential, commercial loan servicing, collections, foreclosure, bankruptcy, home retention and quality assurance. Compliance - BSA - CRA - HMDA - CRCM - Bank Regulatory Compliance - ICBRegulatory Compliance. Creates policy, procedures, and processes to ensure efficiency and effectiveness. Develops high-performing departments and teams from the ground up to exceed corporate goals.

Expertise Encompasses: Policy/Procedure Development * Software / Vendor Implementations * Office Loan Administration * Project Management * Training/Development * Metrics Design/Development * Bank Regulatory/Statutory Compliance/BSA/CRA/HMDA/CRCM * Operations/Processing/Originating/Servicing/Underwriting * A/Alt-A/Prime/Sub-Prime/HELOC/Construction/Commercial Loans * Collections/Foreclosure/Bankruptcy * Servicing Mortgage Backed Securities - Regulation AB Compliance * Preparing Servicing Shops for as Special/ Master /Sub-Servicer AA- Ratings

Achievements:Created Home Retention Groups or similar at 4 institutions, inclusive of software interface, testing and implementation providing, metrics, overall timeline, strict adherence with policies and procedures and document creation. Streamlinedlines of communication between foreclosure, bankruptcy and REO departments, including short sales and liquidation of asset if required. Improved employee efficiency and productivity through software, hardware, and network upgrades from vendor review, cost benefit analysis, implementation and vendor report card deployment.

Career Profile

Barista, STARBUCK'S CORPORATION, OCT 2008 - PresentCoffee Master/Barista, creating hand crafted hot and cold beverages, engaging customers ensuring customer retention. Point of Sale, food preparation and display, interpersonal relationship building with new and existing customers introducing & helping customers discover beverages for their life and events in their life.

VP-Loan Service Manager, BANK OF MANHATTAN, NA DEC 2007 - OCT 2008Designed, developed and managed the loan operations & servicing departments with1 loan documentation service specialist. Created, implemented and managed poli

cies and procedures, exception reporting, management reporting, post funding audit/underwriting, oversaw integration of interface to servicing platform, createdWelcome letter service focused ideology for customer retention. Trained and mentored three sales & C' level executive staff, automated processes and outsourced where needed, increasing efficiencies. * Increased loan portfolio 125%, decreased potential for default by introduction of Welcome Call and Letter campaign.

Prepared bank for external audit and Office of the Comptroller rating of Satisfactory prior to 1st. anniversary.

Consultant, EAG CONSULTING, LLC JAN 2007 - AUG 2007Assessed, developed and managed content for policy procedure re-write for very large institution. Provided oversight, advisement and guidance in selection of new servicing systems, and integration and training. Managed a team of 35 consult

ants and provided continuity of content to successful completion of the project.Assisted with creation and implementation of exception reporting, management r

eporting and successful conversion (phase I) to new servicing platform. * Created new system wide policy & procedures providing greater awareness and oversight.

VP-Loan Service Manager, QUALITY HOME LOANS DEC 2005 - OCT 2006Assembled, developed and managed the loan servicing department with 25 loan service specialists. Created, implemented and managed policies and procedures, audit and underwriting exception reporting, management reporting, managed conversionto new servicing platform, created Home Retention Group. Trained and mentored

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three supervisory staff, automated processes with outsourcing implemented reducing budget.* Increased home retention by the creation of a welcome call program, and Home Retention Group providing options, decreasing foreclosure rate by 68%.* Assisted with preparing servicing department to be reviewed by Fitch, Moody'sand S&P rating of Special Loan Servicer / with eventual goal of Master ServicerAA-.

Manager-Quality Assurance, AMC MORT. CORP.- (AMERIQUEST SERVICING DIVISION) MAR2003 - JUL 2005Developed and directed the quality assurance department with twenty (20) personnel performing audits of all internal and external business units of the loan servicing, cash management and default servicing divisions. Created and managed exception reporting, including monthly attestation and action plans; addressed risk issues and collaborated with business units on risk mitigation. Home Retention Group created as a direct result of collaborations. Reviewed policies and procedures for completeness and adherence to federal, state, and company guidelines. Secured Sarbanes-Oxley compliance within all three divisions.* Discovered $1.6B in non-refunded overages from asset acquisition to sale.* Increased the efficiency of metrics-driven management reports 80%+.

Director-Loan Servicing Compliance, NEW CENTURY MORTGAGE CORPORATION OCT 2002 -MAR 2003Assembled and administered a seven-person department, conducting compliance audi

ts for each loan servicing business unit. Coordinated review summaries and recommendations and conducted follow-ups. Delivered training and tests for each unit to secure regulatory and statutory adherence. Audited customer service and collections calls for compliance; provided feedback through escalation and training. Conducted specialized field audits confirming underwriting guideline compliance* Identified and resolved 65% FDCPA violations through training modifications.Improved audit effectiveness 78% by producing new training materials.

EVP / Loan Service Manager, QUAKER CITY BANK FEB 2001- JUL 2002

Managed a team of 47 loan service specialists, 3 supervisors spanning 12 departments. Coordinated the purchase servicing and release of residential and commercial loans with the capital markets group. Managed the consumer and commercial lines, collections, renewal and credit increase review. Produced monthly portfolio metrics, delinquency, bankruptcy, loss mitigation, compliance to underwritingguidelines, payoffs, and released loans. Created early intervention departmentto assist borrower in retaining home, modifications, forbearance and short saleas options. Co-chaired the loan service committee for the Loan Service Managers Conference for the western division.* Increased the payoff to reconveyance release ratio 75%.* Reduced the delinquency ratio from 6% to 0.67%.

VP / Loan Service Manager, MALAGA BANK OCT 1990 - FEB 2001

Managed five loan servicing specialists with oversight over origination, cashiering, payoff, delinquency, foreclosure, bankruptcy, modification/forbearance andREO. Coordinated cross selling of products and services with savings department. Managed consumer and commercial lines of credit. Established loss mitigationpolicy and procedures and negotiated forbearance agreements to accommodate customers.* Decreased loan delinquencies to less than 1% of the total loan portfolio.* Increased customer retention and refinance opportunities 50%.

AVP / Customer Service Manager, GUARDIAN FEDERAL SAVINGS, FSB SEP 1986 - OCT 1

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990Supervised 350+ loan servicing specialists in post-origination, cashiering, payoff, delinquency, ARM's, bankruptcy, foreclosure, and REO. Coordinated the cross-selling of savings products. Assisted Resolution Trust Corporation (RTC) fromconservatorship through final resolution of the bank. Established Loan Modification policy and procedures and negotiated forbearance agreements to accommodatecustomers who were taken advantage by the previous management of the institution. Assisted with the transition of staff as operations began to close down.* Decreased loan delinquencies to less than 4.3% of the total loan portfolio.* Increased customer home ownership retention by establishing best practices forthe processing of collections, foreclosure and bankruptcies, and refinance opportunities 67%.

CredentialsBachelor of Arts-Liberal Studies, CALIFORNIA STATE UNIVERSITY - LONG BEACHNotary PublicACA Certified -ProctorAffiliations: MORTGAGE BANKERS ASSOCIATION (MBA)INTERNATIONAL COMMUNITY BANKERS ASSOCIATION (ICBA)CALIFORNIA MORTGAGE BANKERS ASSOCIATION (CMBA)NATIONAL NOTARY ASSOCIATION (NNA)