DOMINIC A. CIFARELLI 6 6 1 - 9 9 2 - 2 5 6 6 d a c i f a r e l l i @ g m a i l . c o m | 3 1 0 7 B r i a n n a A v e n u e | L a n c a s t e r , C A | 9 3 5 3 5

P R O F I L E

Dynamic professional with more than five years of leadership experience performing employee training, supervision, and team management. Majority of experience at the management level, requiring extensive national travel to provide direct face-to-face customer contact.

Knowledgeable subject matter expert skilled with multifaceted project management, systems analysis, and development and implementation of customer experience process improvements, such as successfully reducing customer wait times by 50% by streamlining the review process, simplifying lines of communication, and advancing reporting capabilities. Recognized by executive leadership for innovation and cooperation in designing and delivering process enhancements.

S T R E N G T H S Leadership: Experienced, detail-oriented personnel manager with a demonstrated ability to increase team performance by constant coaching, team building, and customer experience exercises.

Customer Service: Responsive, proactive customer service manager with effective interpersonal and communication skills. Natural problem-solver, consensus-builder, and collaborator.

Computer Technology: Highly proficient with Windows/Mac OSX systems, preparation of reports and spreadsheets, with exceptional knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

E D U C A T I O N

2014: NMLS Training Program, MORTGAGE EDUCATORS AND COMPLIANCE

E X P E R I E N C E JULY 2008 – JULY 2016: BANK OF AMERICA – Lancaster, CA Mortgage Servicing Team Manager, ECCR Outreach Events Team (2013 – 2016) ▶ Led teams of mortgage specialists working face-to-face with customers to mitigate delinquency. ▶ Advanced effective execution of homeowner events in partnership with 3rd party organizations. ▶ Provided a world-class customer experience; identified option to resolve homeowner hardship. ▶ Established strong relationships with subordinates, leaders, business partners, and vendors. ▶ Conducted event process development, improvement, and implementation. ▶ Pursued top-quality performance; conducted coaching and team building activities. ▶ Developed project intake, management, and reporting tools for the Outreach Events team. ▶ Performed communications site development to consolidate resources and updates. Mortgage Servicing Specialist Lead, Advocacy NACA Events Team (2011 – 2013) ▶ Served as subject matter expert (SME) for the Outreach Events travel team. ▶ Facilitated all new hire trainings and developed training material and reference guides for

conducting orientation as well as refresher trainings of mortgage modification review process. ▶ Performed quality reviews prior to loan modification being submitted to processing. ▶ Ensured proper execution of loan modification reviews from start to finish. ▶ Oversaw all team projects, communication, cross training, and task execution. Mortgage Servicing Specialist III (2010 – 2011) ▶ Executed manual review, underwriting, and qualification of loan modification programs. ▶ Provided default/non-default solutions in accordance with investor and regulatory mandates. ▶ Interfaced with customers via telephone and during face-to-face events across the country,

working together to determine available options to resolve hardship or delinquency. ▶ Served as department SME and earned recognition as a top performer in loan modifications. ▶ Facilitated training of newly establish servicing teams in Charlotte, NC and Dallas, TX. ▶ Developed strong relationships with management across the organization, providing feedback. Collector, LAS Collections/CAST Team (2008 – 2010) ▶ Handled escalated mortgage customer complaints and communicated through inbound and

outbound calls in attempt to resolve mortgage delinquency and established options for the customer through payment plans, referral for loan modifications, short sale, and deed-in-lieu.

▶ Conducted research to resolve issues with account, corresponded with foreclosure attorneys regarding sale dates and reinstatement, and performed foreclosure rescinding requests.

V O L U N T E E R 2014 – Present: Volunteer, OPERATION GRATITUDE

2015: Volunteer, SPECIAL OLYMPIC GAMES