Patrick Gorenflo is a mortgage banking professional with over 5 years of experience in quality assurance and data analysis. He has a proven track record of meeting or exceeding key performance metrics, including a quality goal of 98% or better. Gorenflo has strong skills in reporting, metrics tracking, training, customer satisfaction, and issue resolution. He is proficient in Microsoft Office applications and has experience in multiple aspects of mortgage loan operations.

1. PATRICK GORENFLO
3165 Tinker Ave. SE  Palm Bay, FL 32909  (321) 368-7151  Pgorenflo@gmail.com
M ORT GAGE BANKI NG P ROF E SSI ONAL
 Energetic and well organized professional with 5 years commended performance in mortgage banking data
analysis and quality assurance.
 Extensive background in quality assurance, problem resolution, and multi-faceted tasks.
 Demonstrated success in hitting key performance metrics- including meeting the 98% or better quality goal.
 Proven leadership ability in multiple aspects of operations.
SKILLS
Reporting & Metrics tracking
Proficientin MS Office
Training & Developmentof newhires
Activelistening & Upselling
Multi-level paymentprocessing
CustomerSatisfaction/Issue
Resolution
PROFESSIONAL EXPERIENCE
JP MORGAN CHASE/WINGSPAN FINANCIAL ADVISORS — Melbourne, FL
FinancialServices
Quality Specialist II/Data Analyst,October2010to February 2013 – February 2013 - Present
Closefinal modifications formortgagers needingassistancewithpayment. Verify customer payment history and other
criteria to make determinationof eligibility. Work withdebtors to ascertaincurrent financial situationandplugall key
pieces in to calculate modification options. Maintain a high level of error free processing that exceeds a 97% quality
rating while meeting key performance requirements of 2 complete files per hour. Complete customer satisfaction
through quick, organized, and friendly service. Training and on boarding of new employees through side by side
coaching, shadowing, and continuous mentoring.
Starting Februatry 2013 Worked on various remediation projects as a sub contractor with Wingspan for JP Morgan
Chase as a data analyst verifying documents sent to the borrowers match what Chase had in their systems.
WEST MARINE — Melbourne, FL
NauticalRetailer
Customer Sales & Service, June2008to December2010
As a key holder, overall store management- including opening/closing of the store, floor sales, product displays, and
marketing/promotions. Inventory and receiving management, to include ordering and QA of receipts.
Opening/closing of tills, bank deposits, and daily earnings reports. Active listening to assist customers with
purchases/selections, while building a strong base of happy customers.
RINKER MATERIALS — Palm Bay, FL
Construction and Building Materials
Counter Sales/WarehouseManager/Dispatch,January 2003to December2007
Advanced to various levels of responsibility and expertise spanning 3 locations within the country. Duties included
customer transaction management through walk in sales and phone inquiries. Increase sales and customer
satisfactionby usingactivelisteningto makeknowledgeablesuggestions to clientele. Inventory management of all on-
hand materials in the warehouse. Inbound/outbound management and loading of supplies such as rock, sand, block

2. PA T R IC K G OR EN FLO Phone: (321) 368-7151  Page 2
and cement. Bookkeeping of all sales through the warehouse store and correlated monthly cash and sales reporting.
Batchingtrucks, back flushing, and ticket logs. Quarterly physical inventory counts. Forklift operation, operation on
Besser V-312 block machine, cubing line.
AMERICAN POLYSTEEL — Albuquerque, NM
Construction and Building Materials
Machine Operator, January 2001to January 2002
Operate block manufacturing machines. Roll, and bend steel. Operate forklift.
AMERICA ONLINE — Albuquerque, NM
Online Service provider
Customer Service representative,January 2002to January 2003
Use of active listening to diffuse customer escalations and turn negative situations in to positive experiences while
upholdingpolicies. Assistteammates andcoworkers withquestions, clarificationonprocedures, customerissues, and
general order maintenance. Accurately process customer requests while maintaining desired KPI's. Document and
report errors, performance issues, inaccurate site performance and suspicious customer behavior to the appropriate
teams for action; provide additional/backup information and documentation as necessary. Training and on boarding
of new employees through side by side coaching, shadowing, and continuous mentoring.
EDUCATION
EVERESTUNIVERSITY — Melbourne, FL
Associate in Science, Criminal Justice, graduating GPA 3.98
(2007- 2010)
OF NOTE
Certifications:
 Maintained a CPR certification while at Rinker
 ACI Test Man I certified in concrete testing
 Forklift certification while at Rinker
 Front end loader certification while at Rinker
 Inventory Specialist certification while at West Marine
Professional Development:
 Participated in the 360° Supervisor development program at Chase.
 Completed 4 specialized tech programs at West Marine: Fishing, Marine Electronics, Boat Maintenance/Care, 12 volt
wiring.
Awards and Recognition:
 Chase Employee of the Quarter, Q 2 2012
 Chase Top Dog award, Q3 2010
 Finalist in the Rinker forklift rodeo 2006