PENNY PITTS-DUYAN

13085 Harrisburg Court * Chino, California 91710 *Phone: (909) 721-1903

EXECUTIVE SUMMARY
Extensively experienced, skillful and goal oriented Regional Manager with experi
ence in sales, operations, P&L management, strategic planning and forecasting.
Enthusiastic communicator, negotiator, relationship builder who rapidly gains an
d maintains the respect of sales and operations teams leading to significant ret
ention of key customers and top achievers. Decisive leader with proven expertis
e in driving efficiency and productivity through evaluation of management system
s and process improvements. Proven record of accomplishment in increasing quali
ty and profitability.
Areas of expertise include:
* Operations Management * Human Resources
* Strategic Planning * Budget Management
* Regulatory Compliance * Performance Management
* Recruiting and Training * Territory Management

PROFESSIONAL EXPERIENCE

FRONTIER BANK, FSB 06/2010 to 01/2011

SVP Mortgage Operations - Responsible for overseeing the operation of retail/who
lesale underwriting, funding, insuring and guarantee of all production within th
e Mortgage Operation and assuring the sale to secondary market. Maintain and a
dhere to all investor updates including; government mortgagee letters and circul
ar changes as well as provide company with all necessary updates and changes der
ived from these updates. This position also includes working closely with reta
il loan officers and wholesale loan brokers to enable them to better understand
and package all loans for quicker response time in meeting client closings. Re
sponsible for obtaining Direct Endorsement program for Great Western Mortgage wi
th providing required 15 FHA test cases. Responsibility all so includes underwr
iting FHA & Conventional and staying within guideline requirements. Delegated a
uthority to place loan transactions to port housing for bank retention..
BANK OF AMERICA HOME LOANS 05/2009 to 6/2010
Fulfillment Site Leader II - Manage all aspects of the day to day running of a s
uccessful Area Operations Center with 60 associates. Responsible for insuring t
he AOC is operating in accordance with standard workflow, procedures and organiz
ational approach. Responsible for pipeline management of 2400 loans, Regulatory
and Agency Compliance, loan quality and delivery. Provide ongoing training to
ensure personnel understand product and policy. Manage a variety of customer re
lationships which have varying expectations and competing priorities. Monitor s
ervice levels to ensure high customer satisfaction and optimal delivery. Ensure
customer expectations are being met. Participate in the resolution of any serv
ice issues involving the customer or originator to facilitate loan closing. Ens
ure adequate staffing levels relative to volume. Resolve personnel issues in ac
cordance with company policies. FHA authority with responsibility of all FHA tra
nsactions within the Operations Center.
COUNTRYWIDE HOME LOANS 12/2004 to 5/2009
1st VP, Regional Operations Manager - Working in partnership with the Regional V
ice Presidents and through the Regional Operations Manager, Home Loan Center Ope
rations Managers and Regional Operations Center Managers, whom all report to me.
Responsible for Operational Excellence in all fulfillment platforms throughout
the region. Operational Excellence includes acceptable Operational Metrics; Su
perb Loan quality/Risk Management; high capture rate, streamline products and se
rvices; workflow, job family and SOP compliance; Customer Service Excellence; Pr
oductivity Optimization and Pipeline Management.
Responsible for Operational Metrics including quality delivery to the investor,
file delivery, regional funding goals, service level commitment and loans closed
within the initial commitment period. In my current position I establish goals
for all Regional Operation Centers and Regional Operations Managers. Leverage
reporting tools to manage acceptable performance against key metrics. Responsib
le for coordinating training, education and professional staff development with
the region. Provide recruiting, retention and performance management support.
Play a key leadership and communication role within the region disseminating inf
ormation, implementing, obtaining buy-in and compliance with new strategies, pro
cesses and products. This position has also allowed me the responsibility for p
lanning, organizing, team building, implementation and development of productive
and successful fulfillment operations within the region.
WELLS FARGO 4/2004 to 12/2004
Senior Underwriter/DE - Reviewed all declined transactions for 32 states. Job w
as also to analyze and review personal, partnership and corporate tax returns to
determine qualifying income. Was the quality control reviewer for irregular do
cumentation and was responsible for underwriting Jumbo/Super Jumbo including con
forming loans to investor guidelines. Performed credit/appraisal analysis and r
isk management decisions. Assisted in training supporting operations within the
32 state footprint: HMDA, RESPA, Predatory Lending Practices.
WASHINGTON MUTUAL 1989 to 3/2004
Team Manager Special projects - 2003 to 3/2004 - Worked with Compliance/Audit gr
oups within WAMU compliance to confirm that policies and federal regulations wer
e followed. Implemented self-monitoring procedures and developed workflows to r
esolve audit challenges. Developed and led training sessions to educate Manager
s and Support Staff relating to compliance. Managed and Audited all required re
porting and corrective action plans for 2003 - Washington Mutual Optimum Support
.
Senior Underwriter Quality Control - 2003 - Used underwriting expertise to audit
loans prior to funding to ensure that 100% compliance/accuracy/investor require
ments were met. Reviewed entire package credit report, appraisal, title, financ
ial statements and income documents to confirm qualifications were accurate acco
rding to investor/company requirements.

COMPUTER SKILLS

Proficient in Microsoft 2000, XP, Excel and PowerPoint, Loanworks, Optis 0.1, Op
tis 0.2, MLCS.

AWARDS AND ACHIEVEMENTS

Member of Project Design Committee in 2001, Washington Mutual Bank
Quality Council Member for Field Operations Quality Council in 2000, Washington
Mutual Bank