1. Monica Brown
7982 Colonial Dr Unit  Mentor, OH 44060440-413-0432
monicagretabrown@gmail.com
Management/Sales/Business Professional/Customer Service
Energetic and enthusiastic individual with a blend of leadership, customer service, and sales expertise.
Effective in organizing workflow, ideas and people. Focused and goal oriented with a proven ability to
provide team-spirited leadership. Proficient in marketing and comfortable in interacting with all levels of the
organization/public. Independent thinker with a passion for developing new strategies to streamline
processes and increase production. Proven ability in prioritizing and completing tasks in an efficient
manner. Possess excellent communication and inter-personal skills. Passion for sales with experience selling
directly to customers as well as managing a sales team.
Summary of Qualifications
Administrative
Experience
 Proficient in
Microsoft Office
 Enthusiastic  Identify, analyze, and
solve problems
 Self motivated and
results orientated
Attentive to details
and organized
Sales Experience Effective time
management
Professional Experience
Bank of America: Mortgage Fulfillment Team Manager Beachwood, OH 2008-Present
Managed a team of 11 loan processors to ensure operational/legal compliance, mitigate risk and promote a
positive customer experience.
 Perform internal audits on the loans files to ensure loans are accurate and sellable on the secondary
market
 Provide guidance, coaching and developmental training both on the job and in a classroom setting
 Drove associate satisfaction by leading the Associate Engagement Team which empowered over 700
associates to better service our customers and further their careers
 Wrote and administered performance reviews for associates
 Worked directly with customer to solve customer service or mortgage loan challenges
 Helped organize and present weekly team and/or department meetings
Customer Marketing Service & Sales Manager
Managed a team of 15-25 associates to balance the customer’s needs while cross selling additional products
and/or benefits.
 Trained associates in selling techniques; asking open ended questions; tailor the benefits to the
customer
 Resolved escalated customer situations with patience and empathetic approach
 Provided coaching on how to increase customer satisfaction and sell our brand
Customer Marketing Senior Sales Associate
Address customer inquiries or complaints while offering customers an opportunity to open new accounts,
upgrade existing accounts and consolidate debt.
 Consistently ranked in top 5% of 1,000 associates for sales by asking open ended questions and finding
the proper product for the customer’s needs
 Providing exquisite customer service by using active listening, quickly resolving the task and by
showing the customer our appreciation.
 Created a “Best Demonstrated Practice” manual that outlined how to introduce a new product to a
customer while still providing an excellent customer experience

2. Monica Brown
7982 Colonial Dr Unit  Mentor, OH 44060440-413-0432
monicagretabrown@gmail.com
Statewide Home Mortgage: Mortgage Loan Processor/ Supervisor Mentor, OH 2002-2008
Processed Conforming, Nonconforming, New Construction, VA, FHA and Rural Development loans in 20 states
including both Refinance and Purchase loans.
 Trained processing associates and loan officers; supervised processing associates
 Networked and maintained a relationship with real estate agents, title companies, appraisers and mortgage
professionals
 Passed all internal and external audits with 100% success rate
Mortgage Placement Services: Senior Loan Closer Mentor, OH 2001-2002
Coordinate the closing of mortgage loans with the lender, title company and customer.
 Prepared closing documents for 15-20 loans a day
 Reviewed and corrected HUD Settlement Statements; Ordered funds and cleared post closing conditions
American Home Loans: Loan Officer/Processor Warrensville Hts, OH 2000-2001
Placed customers into mortgage loans that fit their specific needs to obtain the lowest interest rate/term/payment
 Disclosed all RESPA documents to the customer; ordered all needed items to underwrite the loan
 Acted as the liaison between the lender and customer
Leadership & Community Service
2013-Present foster through Geauga Humane Society; Previous member of employee network Military
Support & Lead for Women; MVP Award; Commitment to Excellence; World Class Performer;
Winning Award; Core Value Leader; Peer to Peer recipient; Rating on performance review as Exceeds
from 2008-2013
Education
 Nationwide Mortgage License (NMLS)
 Wooster High School, Graduated
 AED & CPR Certified, updated 2013