Senior Loan Closer

Posted on: 2007-09-09

RHONDA DORSEY-PRUDE 8628 Glen Shadow Lane, Charlotte, NC 28212 704-568-8616 [email protected] MANAGER / SUPERVISOR – OPERATIONS / SALES SUPPORT Project Management / Recruiting & Training / VRM CRM / Metrics / Planning / Performance Improvement / QA Regulatory Compliance / Cost Control / Administration Top-performer in operations, customer relations and administration in banking and healthcare industries. Trained and mentored team members in complex financial transactions for Bank of America. Two-time “Employee of the Year” in operations/customer service at First Union Home Equity Bank. Improve overall efficiency and service levels of high-volume Radiology Department at major US Army hospital. Managed budgets to $1.5M and staff to 16. • Designed new learning tools for Bank of America trainees, saving 1,000 training hours annually. • Developed new vendor callback management system at First Union, cutting response time 75%. • Cut document backlog 90%, reducing legal liability and eliminating insurance record delinquencies. • Reduced longstanding Radiology Department patient backlog from 60 days to “next day” scheduling. • Led training/conditioning program, improving fitness and health profiles of eight “at risk” personnel. Special Skills: Managing in high-pressure environments. Creating training that produces results. Developing effective performance support, learning tools and job aids. Helping to control operating costs by improving staff productivity. Setting high performance standards and getting workforce to respond. BA, Johnson C. Smith University. CAREER ACCOMPLISHMENTS Designed new learning tools for Bank of America trainees, saving 1,000 training hours annually. Real estate closing department lacked formal training for new hires, creating innumerable performance problems. Reviewed existing training materials. Assembled new training manual that mirrored system tasks and highlighted critical steps. After management review, new training materials were adopted department-wide, reducing training time 50%. Developed new vendor callback management system at First Union, cutting response time 75%. Newly created vendor relations position was swamped with calls and inquiries. Set-up filtering process for various types of vendor requests and inquiries. Designed new worksheet to control workflow and ensure same-day response on critical calls. Within weeks, response time on vendor inquiries improved sharply. Awarded Bank’s “Employee of the Year.” RHONDA DORSEY-PRUDE…PAGE 2 Cut document backlog 90%, reducing legal liability and eliminating insurance record delinquencies. First Union had growing backlog of Evidence of Homeowner’s Insurance documentation needing verification. Developed new, more efficient workflow for verification and led the effort to clean out, update and ship all delinquent records. Processed hundreds of files and relieved backlog in 60 days. Awarded merit increase for initiative and follow-through. Reduced longstanding Radiology Department patient backlog from 60 days to “next day” scheduling. Mammography unit had severe scheduling problems resulting in two-month patient waiting list. Reviewed and documented scheduling conflict and issues. Cleaned up series of administrative bottlenecks and developed new shortcuts. Personally worked overtime to reduce wait times down to three days. Within 45 days, all routine scheduling was next day. Led training/conditioning program, improving fitness and health profiles of eight “at risk” personnel. Group attached to Army medical service needed intensive program to certify level of fitness for retention. Sought expert medical advice and developed ad hoc pilot program aimed at weight loss and conditioning. Program gained popularity quickly and led to rapid improvements for regular participants. Success led to new awareness of fitness at 250-bed facility. CAREER HISTORY Bank of America, 2003-Present. Senior Loan Closer. Review loans for accuracy and communicate with loans specialists, account Executives and closing agents regarding rate locks, escrows and title errors. Coach less-experienced team members in complex closings. First Union Home Equity Bank, 1993-2003. Various responsible positions including Vendor Relations Manager, Lock Room Supervisor and Loan Officer. 1993 & 1999 Operations Employee of the Year. Earlier, finished US Army career as Radiology Manager at 250-bed full-service hospital. Many personal contributions in operations, improving efficiency, training cost control and administration. Other management assignments as Radiology Technician, EEO Representative and Hospital Support Staff NCO.