CARMEN MORSE

19079 OLYMPIA STREET

PORTER RANCH, CALIFORNIA 91326
cm2aefc4@westpost.net
818.366.5006

Vice President, Director, Operations and Client Services

Account Management * Financial Analysis & Investments * Performance Manageme
nt

Integrated innovative operational strategies, project management with strong sta

ff development practices to support sales, service, and revenue gains for promin
ent companies including Bank of America. Restructured departments, turned aroun
d regions, introduced startup projects and solved costly operational problems, e
nabling organizations to optimize the management of people, processes and resour
ces. Strong organizational skills
Applied highly effective combination of operational, compliance, and financial e
xperience to successfully direct companies in the management of service quality
and staff development/utilization. Organized effective diversity programs to eff
ectively attain compliance and meet business sales and service initiatives. Crea
ted/managed innovative training programs, enabling profitable business starts, i
ncreasing productivity and reducing costs for high-visibility companies. Chaired
community educational forums and led activities, improving relations between di
verse populations.
CORE COMPETENCIES
*Sales & Marketing Support *Budgets & Regulatory Compliance *P&L
*Project Management *Continuous Process Improvement *Startups
*Quality Assurance *Customer Relations Management *Training
REPRESENTATIVE ACCOMPLISHMENTS
Created new sales support and operations strategies, increasing revenue 65% for
client of Morse & Associates. Startup company with aggressive performance agenda
needed a five-year operating plan to improve revenue production. Developed week
ly/monthly budgets to reach desired sales levels and actualize ROI. Trained sale
s staff and developed handbooks outlining cost of inventory/maximum mark-ups on
product, enabling sales staff to focus on items with greater profit margins. Est
ablished more efficient operations, improving revenue/profitability while develo
ping well-trained sales staff.
Established new processing policies for California Bear FCU, slashing loan delin
quency rates six-fold. Loan delinquencies of 3% far exceeded industry average of
0.75% and were attributed to poor collections techniques. Analyzed business pro
cesses/operations and identified Loan Department as source of problem. Trained l
oan and collections staffs to better understand loan applications, economic tren
ds and viability of clients in the lending decisions process. Revised loan appli
cations/approval procedures, reducing delinquency rates, growing loan portfolio
and enhancing staff performance.
Led FFB transition, implementing new charter guidelines and successfully trainin
g staff on new revenue models. Charged with managing change when bank converted
operating charter from savings and loan to commercial bank. Led regional team me
etings for Branch Managers, providing product knowledge/training for cash manage
ment products including small business loans, credit lines and home equity produ
cts. Directed major transaction changes, successfully training staff to execute
new procedures.
Turned around poorly performing BofA region, revamping operations and achieving
audit compliance. Regional Manager was plagued with failed audits. Assessed com
pliance requirements for each office and assigned "strike team" to branches requ
iring complete operations overhaul. Introduced plan for regional training and st
aff increase, receiving buy-in from Regional Manager. Restructured regional oper
ations, improving retention of management personnel and controlling costs. Regi
onal performance met compliance levels, passing audits.
Revamped operations for FFB sites, improving Encino office from 24th to 2nd plac
e and West L.A. site from 9th to 3rd. Company required standards of operations
that translated to company revenue and profit goals. Trained staff on new sale
s techniques and computer sales support system. Introduced "cross-selling" tech
niques and methods to grow business with existing customers, leading to follow-o
n sales. Successfully transitioned offices' overall sales, service and deposit m
ix, bringing performance in line with corporate goals.
Introduced innovative selling strategies to FFB operations, growing one office's
deposit base from $48M to $64M. Serving in leadership capacity brought accounta
bility for staff development as well as impact to company bottom line. Trained
staff on innovative selling methods, deviating from posted deposit rates and exp
anding service offers. Encouraged "prospecting" for sales with existing and new
clients. Met company goals, increasing deposit base for West L.A. operations a
s well-improving deposit base from $154M to $159M.
Led performance improvements for California Bear FCU, ensuring regulatory compli
ance and increasing loan portfolio. In senior management positions, charged wit
h directing all aspects of credit union operations and improving performance to
achieve corporate goals. Collaborated with President in development of marketin
g programs to include pricing and market segmentation to maximize loan response.
Developed employee incentive programs, fostering loan growth. Met organization
al goals, increased loan portfolio and maintained liquidity with loan-to-share r
atio of 75%+.
CAREER HISTORY
Consultant/Life Agent/Certified Signing Notary, Morse & Associates, 2003 to 2010
. Direct companies in the development of active business plans. Structured organ
izations for effective ROI. Developed benchmark structure to remain on task and
revenue expectations. Establish effective portfolio's for Real Estate developmen
t, SFR and small commercial lending. Present and sell life insurance products t
o individuals and businesses. Notarized loan modifications as a traveling notary
.
* Provide guidance for developing brand strategies, hiring practices and p
erformance measurement tools.
* Underwrite loans for presentation to foreign investment groups. R.E. pro
jects and small business lending focused on regulatory compliance and ROI.
* Create effective communication modules and sales training concepts.
* Conduct team building sessions.
Vice President & Manager, First Federal Bank (FFB), 1998 to 2003. Administered a
ll aspects of branch sales/service. Played key role in converting charter from
savings and loan to commercial bank. Managed up to 21 staff, office budget and
P&L.
* Coached staff in sales and service procedures.
* Assisted Regional Manager with development of branch managers, providing direc
tion in cash management products and small business credits.
* Played key role in business development, improving conversion ratio. Selected
to serve as Team Lead for business meetings. Utilized sales training, mentoring
and instructional models to develop sales strategies and implementation techniq
ues. Drove dramatic results in business development opportunities.
Vice President & Sr. Lending Officer, California Bear Federal Credit Union, 1993
to 1997. Directed all aspects of credit union operations at five branch locati
ons. Oversaw training, coaching and staff performance. Managed 11 senior or supe
rvisory staff, overall responsibility of 75+ staff members.
* Assured regulatory compliance and Fair Lending
* Reviewed and approved all business/consumer credits that exceeded authorized a
pproval limits.
* Managed branch personnel.
* Increased loan portfolio.
* Collaborated in development of marketing and incentive programs.
Consultant, Equity Express, 1993 to 1994. Recruited by real estate firm to direc
t origination of first trust deed real estate loans to include conventional, FHA
, and VA loans while assuring compliance with regulatory requirements.
* Monitor all phases of loan process.
* Pre-qualify buyers.
* Post closing follow-ups to assure achievement of objectives, and optimal custo
mer service.
Vice President & Manager, Bank of America (BofA), 1990 to 1993. Oversaw branch s
ales and service delivery. Maintained proficient audit standard, assuring regula
tory compliance and branch productivity. Managed up to 46 staffs.
* Held responsibility for all recruiting, hiring, training, coaching, counseling
and staff appraisals.
* Maintained effective C.R.A., audit and regulatory compliance.
* Operational development and suspense training to regional managers.
* Served as liaison for corporate Quality Assurance
Served as Instructor, 1987 to 1994. Developed and taught bank teller and credit
courses in compliance with the Culver City Unified School District's educationa
l standards and the Bank of America/SPNB training department.
* Delivered appropriate instruction to enable successful completion of bank tell
er fundamentals and delivery of quality customer service.
* Developed credit course demonstrating the loan processing function.
* Taught resume writing skills to high school students and adults.
EDUCATION
MBA, University of Redlands; BS, Business and Management, emphasis HR Developmen
t and Project Management, University of Redlands.
Post Graduate Studies Management and Leadership, University of Phoenix
Designated Subjects Teaching Credential, Department of Education, State of CA;
Life Agent, State of CA.
Certified Signing Notary, State of CA.
Volunteer: Taught at Continuation School, Korea Town, Metropolitan L.A.
PROFESSIONAL / PERSONAL
Enjoy music, developing and mentoring other professionals and students
Top Ladies of Distinction
Math Tutor, currently to Middle School, Special Needs and Elementary School Stud
ents
Team Member of Financial Ministry - Focus on Freedom
Professional Development Systems for intercity Youth and Adults
Team member Stewardship
References furnished upon request