Relationship Manager or Account Manager or Operations Manager

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Susan Maloni 7590 Boulder Drive sB Sykesville, MD 21784 (240) 205-2999 sB [email protected] management Profile * Accomplished professional with combined leadership success in relationship management, operations, project management, and financial analysis. Proven talent for managing diverse projects in unfamiliar and international operational/administrative environments while providing measurable results. * Expert in developing and managing productive working relationships with business clients, vendors, contractors, consultants, staff, and others. Cooperative mindset focused on clarity and progress. Superb communication, negotiation, and interpersonal skills; able to build rapport with diverse, multi-cultural workforces and collaborate productively with diverse groups to achieve business objectives. * Highly analytical with superior problem-solving skills and demonstrated talent for identifying, scrutinizing, improving, and streamlining work processes; practiced in making sense out of complex environments and executing solutions to advance processes and maximize financial results. * Talent for inspiring quality team performance while coordinating initiatives in deadline-driven, customer-focused environments. Keen understanding of commercial business priorities and systems methodologies that achieve quality production and cost. Strong knowledge of credit card industry. o Relationship Management o Operations Management o Project Management o Process Improvements o Staff Training and Development o Strategic Leadership o Customer Service o Corporate Communications o Financial Analysis Microsoft Windows Suite, HTML, Dreamweaver, Proprietary Software Professional Experience Community Mortgage, Mt. Airy, MD, 1/05-present Consumer residential mortgage broker specializing in conventional, government, reverse, and USDA mortgage loans; $75M in annual revenue; 15 employees. Operations Manager Developed thorough understanding of the business and attained Loan Originator License; completed pre-licensing courses and passed the Title Producer's License exam. Maintain current knowledge of industry; ensure compliance with federal/state policies and Home Mortgage Disclosure Act requirements; communicate with staff on industry-operating regulations, lending programs, policies, and procedures. Trained loan officers. * Sourced and cultivated strong relationships with 80% of current lender base. * Closed $3M+ in consumer loans annually since 2007. * Initiated and launched FHA government loan program in partnership

with the President and Accounting; quickly generated 40% of loan volume and significantly enhanced revenue stream. * Identified, assessed, and forged numerous lender and consumer connections, including partnerships with FHA-qualified lenders; maintained broker agreements with wholesale lending institutions. * Streamlined operations, attending to all the details; improved the new hire process; created and updated new Employee Handbook and Policy and Procedure manuals; established standard operating procedures. * Created and maintained company Web site; initiated self education on Web site design and development; designed logo in collaboration with the President. First Data Corporation, Hagerstown, MD, 3/97-1/05 Global technology and payments processing leader serving millions of consumers, 5 million merchant locations, and 2,000 card issuers and their customers; $9.3B in annual revenue. Product Director (7/04-1/05) Recruited to newly created product group to oversee strategic review of all products across the U.S. and U.K. Conducted business process analyses, market and client needs assessments, and preliminary cost/benefit analyses to align IT solutions with business initiatives. Managed cross-functional teams and interfaced extensively with internal/external clients on business/system requirements for project enterprise. * Developed economic feasibility and business case studies on market/products; assessed opportunities for strategic fit. Managed product budget and provided case results for cost, revenue, and expense savings. susan Maloni (240) 205-2999 sB [email protected] sB Page 2 of 2 Director, International Alliance Support (9/00-7/04) Conceived and spearheaded the development of a centralized relationship management team to serve as first point of contact for payment solutions and invoice billing to First Data International, Lloyds TSB, and Halifax Bank of Scotland. Managed platform One Pager and Change Control process. Reported expenses, salary, and bonus requirements. Hired and supervised two account managers. Reported to international business owners. * Drove revenue enhancement strategies and led all platform/product enhancements. Initiated new improvements and streamlined processes, working extensively with banks and U.K. operations team. * Ensured timely resolution of platform production issues with minimal impact to customers. Director, Lloyds TSB International Project (5/00-9/00) Elected by project managers as Team Lead to continue deployment of project internationally. Led strategy that streamlined communications and overall project management. Quickly gained knowledge of all user community groups. Oversaw six project managers. Reported to Senior Vice President.

* Reinvigorated project to meet client/corporate demands; directed operational administrative logistics and implemented extended work schedules and virtual workspaces to keep project on schedule, within budget. * Coordinated all user activities during acceptance and regression testing, including user input requirements for each test day in both the U.S. and U.K. * Drove operational performance in the U.K. for value-added engagements; delivered training, presentations, and detailed overviews of systems and products during all project phases of definition, test planning, user acceptance testing, implementation, and post deployment. * Exercised vigilance in operational transparency, eliminating potential for error by organizing and updating all project data for clear, accurate status for clients and corporate management. * Identified and remedied problems, collaborating extensively with senior management and IT; successful efforts prompted enthusiastic praise from management and colleagues. Project Team Leader (3/97-5/00) Recruited to convert the first full service processing banks nationally and took on additional responsibilities of managing the operations team. Defined project and operational team resources. Oversaw four project managers and 14 operations staff members. * Facilitated conversion of three full service processing banks with minimal impact as Operations Manager. * Led successful execution of project development and deployment, managing all facets including planning implementation and post evaluation. * Ensured proper testing of systems within specifications by developing and implementing User Acceptance Testing requirements. * Successfully addressed and fulfilled project needs working closely with Conversion Teams and Systems Development in defining Statements of Work. * Helped Accounting Project Management Team set up accounting operations and general ledger system. Paymentech, Dallas, TX, 3/94-3/97 Leading bankcard acquirer and transaction processor with three major lines of business: retail point-of-sale, direct response payment processing services, and third-party transaction authorization services. Associate Director, Portfolio Conversions Account manager, ISO Sales Support Education | Licensure | Professional Development Bachelor of Science (BS), Finance, University of Maryland, College Park, MD Associate of Arts (AA), Business Management, Montgomery Community College, Tacoma Park, MD Loan Originator License, Maryland, 2007

Title Producer Exam; license pending.

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