1. CHERYL W. GATES
1140 LAYTON AVENUE N, LAKE ELMO, MN
(605) 787-2603 E-mail: jcgcg@cox.net
PROFESSIONAL PROFILE
 High performing operations executive with extensive scope of responsibility and proven
achievement in optimizing effective processes, analytics, controls and strategy to maximize business
results.
 Motivational management style with noted leadership in achieving top levels of customer, partner
and employee satisfaction. Work well under pressure and always enjoy a challenge.
 Six Sigma Master Black Belt delivering consistent, successful measurable results through improved
process efficiencies, controls, customer satisfaction, delivered revenue and cost reductions.
AREAS OF EXPERTISE
 Cash Management  Process Design  P&L Management
 Production Efficiency  Project Management  Customer Focused
 Coaching & Developing Staff  Analytics  Technology Solutions
EXPERIENCE
4/2009 – Present Green Tree Servicing, LLC St. Paul, MN
Vice President – Loan Servicing Operations
 Oversee 240 employees – Representing 8 functions, staffing and budgets.
 Service loan portfolio in excess of 2M accounts ($230 Billion) and escrow disbursements in excess of
$4B annually. Manage multiple vendor relationships.
 Reduced cost to service by 27%; improved employee retention to ½ of corporate average; reduced
Cash suspense by 34%; provide leadership for multiple system issues and technology enhancements.
 Strategic and tactical planning to support departmental and corporate initiatives. Created a Business
Process team to analyze business strategies, improve process efficiency, champion technology
enhancements, business controls and improve customer satisfaction.
Director, Project Management – Technology Services
 Orchestrated multiple project teams in improving business and technology projects to enhance
performance, controls and efficiency.
 Directed Capital Projects – Create capabilities to align company systems and processes with investor
protocols and regulatory requirements.
9/2006 – 11/2008 Indymac Bank Scottsdale, AZ
Vice President – National Mortgage Operations
 Built operational strategies focused on credit/asset quality, customer satisfaction, regulatory
compliance and operational efficiency.
 Monitored effectiveness of on-going processes, assured execution of standard processes and provided
feedback on process gaps/opportunities.
 Staff recruitment and development to support growth initiatives.
4/2003 – 9/2006 Wells Fargo Bank Phoenix, AZ
Vice President –Business Improvement & Customer Quality
 Leadership for project management and change implementation.
 Enhance results by defining clear and consistent objectives, communication, valuing diverse
perspectives, addressing road blocks and building career path opportunities.
 Increased employee skill development.

2. CHERYL W. GATES
1140 LAYTON AVENUE N, LAKE ELMO, MN
(605) 787-2603 E-mail: jcgcg@cox.net
Vice President – Home Equity Operations Beaverton, OR
 Led Home Equity loan operations for Alaska, California and Oregon.
 Formulated strategies to enhance customer satisfaction, operational production, and loan quality.
1999 – 2003 Green Tree Financial / Conseco Finance Rapid City, SD
Divisional Vice President, Six Sigma Master Black Belt
 Six Sigma program for credit operations, including process management, process mapping, DMAIC
methodology and value chain alignment.
 Directed 10 Black Belts performing DMAIC process improvement and design projects to enhance
customer satisfaction, process efficiency and company profitability.
 Projects contributed net hard dollar impact of $21 million during first 12 months of project
completion.
Divisional Director of Operations
 Managed associates performing credit investigation, underwriting, loan processing, funding and
titling – 89,000 applications per month – $25 Billion portfolio.
 Partnered to reduced credit decision cycle time from 3 days to 2 hours through OCR automation and
improved credit investigation productivity from 3 per hour to 34 per hour
 Reduced unsecured titles by 93%.
 Managed departmental expenses to meet P&L forecasts.
1991 – 1999 Prudential Bank & Trust Atlanta, GA
(Division of Prudential Insurance Company of America)
Vice President of Loan Servicing & Consumer Lending (Home Equity and Bankcard)
 Directed loan servicing and national operations for home equity and bankcard lending, including
credit policy and risk scorecard development, payment & payoff processing and foreclosure review.
 Performed due diligence for portfolio acquisitions and securitizations.
 Performed regulatory compliance and safety & soundness reviews for adherence to corporate, state
and federal guidelines.
1978 – 1990 Citicorp Atlanta, GA
Relationship Sales Manager – Business Development (1989-1990)
Senior Credit Officer - Risk Assessment (1986-1989)
Manager of Underwriting – Credit Analysis (1978-1986)
EDUCATION
2001 SIX SIGMA Master Black Belt Certification Carmel, IN
1976-1977 Clayton State College Morrow, GA
PROFESSIONAL RECOGNITION
 Manager of the Year – Green Tree Servicing
 Innovation Award – Wells Fargo
 Best in Business Legendary Service Award – Wells Fargo
 Selected for an 11 member task force (out of 1200 candidates) for re-design of total bank operations to
create a more customer focused & operationally effective business model – Prudential Bank & Trust
 Service Excellence Award for Exemplary Customer Service – achieved 94% customer satisfaction
score, the highest score nationally - Citicorp