lynne delano

Provide an exceptional customer experience to each customer by listening and responding appropriately. Work with company systems such as ShipRite and diligently complete all assigned tasks, working overtime as needed. Research, calm, and rapidly resolve client conflicts to prevent loss of key accounts. Manage customer flow with up to 120 customer contacts per day. Customer Service representative for Domestic and International Shipping.

Provide executive support and bookkeeping to Broker/Owner in a resort hospitality environment. Provide property owners with activity statements, rental forecasts, and monthly disbursements of rental proceeds. Engage prospective vacation rental clients with a high level of service over the telephone and in person at all times. Coordinate with vendors to ensure rental properties were always in top condition to optimize opportunities for Broker to sell.

Responsible for sales of all bank products and services in a retail bank environment. Provided a high level of service to customers by probing for customer needs and matching those needs with bank service offerings. I was rapidly promoted from bank teller to numerous operational roles for providing strong performance and service excellence to customers.

BAC Field Services Corporation was the largest property preservation and inspection company in the nation, and processed over 2.0 million transactions monthly. Managed over 200 associates and all aspects of high volume property preservation division, including property inspections, preservation, complaints, vacant property registration, and vendor management related to default properties during peak default volume period Worked to ensure compliance related to vacant property and other compliance requirements Delivered a high level of service in accordance with Client Service Level Agreements

Bank of America Home Loans was the largest loan servicer in the world, with over 14 million loans in its servicing portfolio. Led a multi-site, high volume payoff processing/internal lockbox and demand statement production unit, with average monthly payoffs of 200,000 and average 650,000 monthly payoff demands statements generated. Responsible for 40% departmental efficiency enhancement and $7m cost benefit following workflow analysis and Payoff Automation project implementation.

* Liaison for divisional and operational problem solving, coordination and issue resolution. * New product integration manager - coordinated implementation of investor-driven new loan programs (Pay Option ARM, Skip a Payment, etc.) within the Loan Servicing arena for all LOBs. * Developed rules matrix with Correspondent Lending for management of post-funding adjustments that led to improved client satisfaction scores in both Correspondent Lending and Loan Administration Customer Service.

* Managed a team of 20 FTE in two sites responsible for handling correspondence and telephone calls that were received by the Bank's Executive Management team, Legal Department, and those which came through other Divisions from regulatory entities and authorized third parties. * Responsible for tracking and reporting on volumes and trends of complaints received. * Created the "Top 10" forum to review with each LOB Divisional Manager on a rotating basis to reduce exposure to repeat complaint types. * Developed a letter library for the executive research specialists to use for general complaint types to save time and improve letter quality.

Under the direction of the General Counsel/Chief Compliance Officer, responsible for managing the Risk Department. Created the annual compliance risk assessment; worked with the Loan Servicing operations management team for business inputs; created follow-up reporting for executive management Responsible for building out Enterprise Risk policies and procedures for programs such as Red Flags and Identity Theft and Anti-Money Laundering Responsible for oversight of the OFAC and FinCEN 314(a) screenings and research on potential matches. Risk Department maintained a 99% SLA adherence with all internal clients Oversight of the Fair Servicing project which allowed Loss Mitigation to provide enhanced reporting on government monitoring data for modified loans and ensures compliance with MHA requirements.