PROFESSIONAL SKILLS Sixteen years experience as a successful, goal-oriented manager with proven anal ytical, and leadership abilities.

Exceptional accomplishments in staff managemen t, strategic planning and cost management. Proven expertise in pinpointing and designing solutions to operational, personal and customer servicing programs. K ey member of management team that directed three business unit turnarounds. Pro ven experience managing broad and highly complex businesses. RELEVANT EXPERIENCE Fireside Bank- Pleasanton, Ca 2005-2011 Customer Service Department Manager Managed Fireside Banks corporate customer service department. Redesigned and re structured department call-flow/work-flow for main corporate office; improving r esponse times to branch, dealer, vendor and base customer inquiries. Collaborate d with executive team, telecom/IT managers, project, team and department manager s to develop strategies, establish department performance matrix, workflow respo nsibilities/policies, and expectations for service department. Recognized with multiple achievement awards by senior management for excellence. Implemented and trained all department managers on new Avaya software system pr oving better departmental quality controls and reporting structures resulting in 90% call capture rate. Improved average call answer service level time to 20 seconds on all inbound se rvice calls, increasing payments of $130, 00.00 a month. Reduced customer escalation complaints by 93% in 2008, 95% in 2009 and 97% in 2 010. Increased service efficiency in all areas of business, collections, loss mitiga tion, insurance, funding, bankruptcy, repossession and titles resulting in a $3 million dollar per year increase in captured service call dollars. Improved repossession department performance resulting in $300,000 per month in crease in captured dollars. Designed daily collection campaigns with senior portfolio management team to ma ximize collections efforts increasing receivables by 17% in 2010. Managed all aspects of California Branch closures integrating all branch servic e functions to main corporate offices, all while maintaining a 96% call capture rate. Maintained effective dealer relationships with franchise and independent dealer network servicing all outstanding loan status requests, approvals and declines for credit, perfected and unperfected title requests, contract disputes, and loa n rescind requests, copy of retail installment contracts requests, payment dispu tes, DMV subpoena requests and Better Business Bureau complaints. Extensive knowledge of all loan origination and servicing including: credit and funding analysis, FICO scoring, PTI (Payment to Income), LTV (Loan to value), D TI (Debt to Income) RTI (Return on Investment) and risk-based ratios for loan qu alifications. Managed and serviced all levels of collections and delinquency: 1-29 days past due, 30-59days past due, 60-90days past due, pre-charge off, and charge off loa ns. Conducted monthly operational call quality audits to ensure customer service de partment complied with all federally mandated regulations including Federal Debt and Collections Protections Act, Truth in Lending Act, Equal Credit Opportunity Act, and Fair Credit Billing Act reporting all non-compliance to VP of Loss Mit igation. Gap Inc. Flagship Division- San Francisco, Ca 005 Operations Manager- Customer Service & Merchandising 2000-2

Managed the financial success of multiple departments by meeting sales gross mar gin return on investment and inventory turn goals. Collaborated with district m anagement team to develop and communicate a comprehensive strategy that aligns f inancial goals and opportunities across multiple departments. Implemented daily , weekly and monthly budget goals for $30 million dollar district location. Complied daily, weekly and monthly sales intelligence, analyzed budget/payroll projections using financial matrix models to achieve consistent profitability. Collaborated with Corporate and District Managers to develop financial projecti ons, including monthly master budget, operations budget and weekly rolling budge t. Preformed weekly and monthly operational audits to ensure proper allocations of payroll budget, to reduced exposure to liabilities and to ensure operational ex cellence in all departments. Executed store-staffing stratefy with human resources manager focusing on prope r full-time to peak ratio, training of management and supervisory staff while en suring diversity and demographic balance. Ensured proper payroll administration and effective wage management for a staff of 230 personnel. Forecast and analyzed workforce-planning data and provided feedback to district managers.

Bed, Bath and Beyond- San Franscisco, CA 1994-2000 Senior Manager Managed all operational aspects at multiple store locations for total regional s ales volume of $55 million dollars. Reached all expense goals including sales, shrink, controllable and payroll for six consecutive years. Recognized and awar ded the Regional District Award for largest percentage sales increase and lowest percentage shrink for two consecutive years. Supervised 12 Department Managers and 70 Sales Associates. Coordinated Projects with Regional, District and Store Managers such as major s tore merchandizing and developing product layout for three new store openings in Bay Area. Monitored and controlled inventory levels to support daily sales, promotional e vents and product allocation plans. Created and implemented two new store 100,000 sku inventory systems using IBM i nventory software. EDUCATION: A.A. Business Administration, College of Alameda - Alameda, Ca. Computer Operations Systems Certification, Diablo Valley College - Concord, Ca. CERTIFICATIONS: Federal Debt Collections Protection Act (FDCPA) Fair Credit Reporting Act, Fair Credit Billing Act, Truth in Lending Act, Equal Credit Opportunity Act.

References Available Upon Request