Senior Vice President/ Enterprise Customer Care Resolution - Client Coverage Model (2015 to Present)Responsible for analyzing complex high-risk cases and making recommendations to executives. Reviewed department processes and suggest process improvement strategies. Continued to drive customer focus and deepen relationships with the bank across all lines of business. Key Accomplishments:• Managed the bank’s relationship with the CA Attorney General Office in relation to the adherence to the National Mortgage Settlement. Reduced the average response time to less than 30 days and strengthened the bank’s working relationship with the AG’s office. • Liaison for the bank and all California elected officials.

Loan Administration – Various Positions Team Leader in Customer Service. Root Cause Analyst, Resolution Specialist for the Office of the President, AVP for the Corporate Office of the President. Managed the relationship for the company’s primary regulator, The Office of Thrift Supervision. Key Accomplishments:• Responsible for oversight of the intake, handling and resolution for customer escalation received by the Chairman and CEO, Angelo Mozilo

Held NASD Security Licenses: Series 7, 52 and 63.

Held NASD Security Licenses: Series 7, 52 and 63.