Heidi W.

Fletcher

3709 S. Martingale Road * Gilbert, AZ 85297

480-279-1045 * Cell: 480-399-4142 * hf99f9a0@westpost.net
SUMMARY
Leader ... Strategic Planner ... Problem Solver ... Change Agent ... Project Man
agement ...Team Builder
Operations executive with extensive experience in strategic planning, problem so
lving, team building and project management. Key strengths are in streamlining
processes and procedures by developing systems that improve efficiencies in oper
ations, cut costs and increase revenue. Track record of building successful tea
ms and motivating people to achieve extraordinary results by guiding operations
to create performance and service excellence. Strong leader who leads by exampl
e.
SIGNIFICANT ACCOMPLISHMENTS
Leader
* Dramatically improved a struggling department through training, coaching and m
entoring, and turned the staff into a well-performing team.
* Led a re-organization of an operations team through the streamlining of produc
tion efforts and training.
* Served as project leader for a computer system conversion in a loan servicing
department and in annual escrow analysis.
* Successfully stabilized the Board of Directors and management team of a public
charter school that was experiencing turmoil.
* Led strategic initiatives at a public charter school that resulted in a wait l
ist for student admittance and significantly improved the public image of the sc
hool.
Strategic Developer
* Developed and implemented an incentive and cross sales program that increased
sales by 19% in a one year period.
* Consistently responsible for research and development of new products that sig
nificantly enhanced the bottom-line.
* Identified and developed staff training and customer service initiatives that
prepared the department for rapid growth.
* Developed a quality control program for mortgage production that resulted in o
nly two loan repurchased in four years.
* Acted as a leading participant in an Asset Liability Management Committee in r
isk assessment and product pricing.
Operations
* Developed a quality review to monitor compliance and support training initiati
ves that resulted in an increase in accuracy compliance from approximately 30% t
o 80%.
* Organized, created and implemented policies and procedures that improved the c
onsistency of service to members and streamlined communications throughout the d
epartment.
* Designed, tested, implemented and developed lending software that significantl
y improved efficiencies and streamlined loan processing.
* Responsible for contract negotiation with FNMA, FHLMC and other secondary mark
et investors that resulted in an increase in market share.
* Increased the portfolio growth by 50% with no increase in staffing.
PROFESSIONAL EXPERIENCE
ARIZONA FEDERAL CREDIT UNION, Phoenix, AZ 2007 - Present
Senior Director of Mortgage Services
Reported to the Chief Operating Officer as a member of the senior management tea
m, and managed mortgage lending operations (origination through loan servicing).

PENN STATE FEDERAL CREDIT UNION, State College, PA 2000 - 2007

Lending Services Vice President
Reported to the Chief Executive Officer as a member of the senior management tea
m, and managed full lending operations (origination through quality review audit
s).
REAL ESTATE MORTGAGE RESOURCES, Camp Hill, PA 1997 - 1999
Senior Loan Originator
Responsible for origination of investment quality mortgage loans and established
and maintained numerous exclusive client referral relationships with local real
tors, builders and developers.
PNC MORTGAGE CORPORATION OF AMERICA, Camp Hill, PA 1995 - 1996
Senior Loan Originator
Originated investment quality mortgage loans and established and maintained clie
nt referral relationships within the bank branch system with realtors, builders
and developers.
PINNACLE MORTGAGE INVESTMENT CORP, Lancaster, PA 1989 - 1994
Vice President Loan Operations
Managed operations, processing, underwriting, closing and post-closing for retai
l and wholesale production and reported to the President and Chief Executive Off
icer. Acted as investor liaison for secondary market investors (i.e. FNMA, FHLM
C), negotiated product delivery details of mortgage product.
PARENT FEDERAL SAVINGS BANK, Lancaster, PA 1986 - 1989
Quality Assurance Manager/Loan Servicing Administrator
Performed operations functions including payment processing, escrow administrati
on, investor reporting, customer service, and systems administration.

EDUCATION
Bachelor of Science, Individual and Family Studies, College of Human Development
The Pennsylvania State University, University Park, PA

AFFILIATION
Past Board Chairman, Centre Learning Community Charter School, State College, PA