This document is a resume for Daphne Pinkney. It summarizes her professional experience in leadership and management roles in the mortgage industry over the past 20 years. She is currently a Retail Support Manager/Director of Support at Wells Fargo Home Loans, where she oversees and provides guidance to managers and over 300 team members. Prior experience includes roles as a Fulfillment Team Leader at Bank of America and Mortgage Operations Processing Manager at PNC Mortgage.

1. 154 Springhill Ct., Romeoville IL 60446
1(773) 592-5898
Daphnedarice@gmail.com
Daphne Pinkney
Solid Leader • Improving Performance • Drives for Positive Results
LEADER/TEAM BUILDER
…dedicated to excellence and guiding staff to succeed while inspiring an insatiable hunger for
exceeding goals and expectations. Confidence, flexibility and assertiveness contribute to effective
management.
Visionary Leader and Bridge Builder with the capability to consistently meet deadlines while delivering
quality results.
SUMMARY OF QUALIFICATIONS
 Detail oriented Financial Professional with excellent organizational and communications skills.
 Enthusiastic, creative, and passionate leader. Proven ability to assess risk with profitable
results. Strengths in morale building and crafting solutions.Recognized for superb and effective
managerial and leadership skills.
 Leverage Resources / Strategic Collaborations – Works closely with leaders, staff, and sales to
encourage involvement, communication, and strong alliances.
 Experience around the processing and underwriting of government loans (FHA/VA), bond loans,
and manufactured housing loans.
Highlighted Professional Experience
Wells Fargo Home Loans September 2012 - Present
Retail Support Manager/Director of Support
 Act as a key partner and consultant to the Fulfillment Site Leader & Non-Conforming Site
Leader as well as their Regional and Area Managers servicing, supporting, and leading dozens of
managers & over 300 team members.
 Responsible for managing Performance Coach (es) toprovide overall direction, control, and
oversight of risk mitigation, efficiency and customer experience for multipleRetail Regions and
Non-Conforming Teams.
 Provides direction, leadership, guidance, and resources for multiple Retail Regions to ensure
Successful implementation, planning, solutions, preparation, and training to the team members.
 Help with oversight and overall support for the Chicago regions and processing teams. Areas of
oversight include onboarding, assisting with test case for certain authorities, and change
initiatives as well as ongoing coaching and Team Health Checks.
 Reviewvarious Production Risk reports, deficiencies, trends, and analysis; providing findings
and feedback to managers to assist with minimizing risk, defects, and unsaleable loans.
 Leverage various support groups across the Retail Division to build strong relationships and
partnership skills.
 Partner closely with other Retail Support Managers and the Divisional Support Consultant to
support Divisional activities, projects and programs.
 Act as liaison for entire support group which includes Learning and Development, RECOR,
NUPRM, Change Team, QIS, Market Lending Manager, Lending Officers & Risk Consultants.
Loan Administration Manager 2
 Lead and Manage staff of 24 non-exempt Processors and Underwriters for a Centralized
Fulfillment Team.
 Consistently achieve Customer Loyalty Score or 55% or higher. Consistently lead the site in
funded units/FTE, lowest amount of rate lock extensions, and many other key metrics used to
measure performance.

2.  Provide escalation support between sales teams and external vendors and customers to ensure
team is effective in the administration of each loan closing/underwriting transaction.
 Responsible for, or participates in, the hiring, coaching, developing and supervising of team
members, including decisions relative to performance reviews, terminations, hires, discipline,
salary actions, etc.
 Influence performance of a business unit or functional area by working as part of the decision-
making management team with responsibility for managing the SLA’s, productivity, goals, and
morale of the team, department or unit. Lead the Recognition Team for the site.
Bank of America April 2012 – September 2012
Fulfillment Team Leader
 Managed a team of Purchase Associates responsible for underwriting/processing Trust, Jumbo,
and Non-Conforming Loans/Products in a paperless environment.
 Received, reviewed, and cleared Level 2 underwriting conditions.
 Possess ability to produce high output while maintaining acceptable quality, turn times and
customer delight scores.
PNC Mortgage July 2009 – April 2011
Mortgage Operations Processing Manager
 Developed skills of subordinates through a combination of goal-setting, delegation, training,
counseling, and performance management.
 Collaborated and communicated with Sales Production staff and other internal/external
departments to establish loan performance expectations and client relationships.
 Empowered the sales team to generate new business by providing clear communication and
prompt service that fostered positive working partnerships.
JPM Chase November 2006-December 2008
Operations Supervisor
 Managed a team of closers and funders, which varied between 10-16 direct reports.
 Cleared processing, closing, and funding conditions. Balanced wires booked and shipped loans.
 Ensured pipeline management through daily and weekly reports.

Household Retail Services/HSBC December 1993-July 2005
 Sr.Underwriter January 2000 – July 2005
 Doc Prep Manager November 1995 – January 2000
 Auto Collections Unit Manager July 1994 – November 1995
Skills
Underwriting and processing ofTrust, Jumbo, Non-Conforming, Conventional and Government loans.
CORE&DU/AU. Certificate in Listener train of thought.Project Management Certificate.
Education
Lewis University
Major: Business Management
College of DuPage
Major: Business Management/Administration
Southern Illinois University at Carbondale
Major: Accounting/Spanish