This document contains the resume of Farrah Derr, who is seeking a position as a Merchant Business Consultant. She has over 15 years of experience in banking and financial services, including positions as a Compliance Manager, Mortgage Servicing Team Manager, and Credit Card Collections Manager at Bank of America. Her experience includes sales, customer service, risk management, process improvement, and leadership. She holds certifications in various banking systems and software.

1. Farrah Derr
7150 Windhaven Pkwy Apt 209
The Colony, Texas 75056
469-263-4754
farrahderr@yahoo.com
Career Overview
Dedicated Manager well-versed in analyzing and mitigating risk and finding cost-effective
solutions. Excels at boosting performance and productivity by establishing realistic goals
and deadlines.
Accomplishments
 Emerging Leader Program
 Service of Excellence Awards
 Top Manager of the month
 Leadership Development Training and Facilitation
 Operations Management
 Program Management
 Policy & Procedure Administration
 Counseling & Coaching
 Process Improvement
Employment
Bank of America Merchant Services, Dallas, TX
AVP, Merchant Business Consultant; West Region
June 2015- Present
 Follow up on leads provided directly from Bank of America Banking Centers
 Prospect externalsources such as association relationships, centers of influence and
vendor relationships among others.
 Identify and solicit new revenue growth opportunities.
 Develop and maintain relationships with existing accounts and banking centers/key
bank partners
 Successfully schedule and manage appointments with clients.
 Attain monthly sales quota.
 Self source outside referrals and leads.
 Contact with customers is primarily via phone and email. What You Have: Experience,
Skills and More
 Sell an industry-leading suite of payment processing products and services to local
business owners, including the latest mobile payment technologies and solutions to
help small businesses expand and grow.
 Utilize referrals from Bank of America banking network. Up to 60% of sales leads and
referrals come from local banking centers.
 Prospecting external sources such as association relationships, centers of influence and
vendor relationships, among others.
 Build a strong pipeline for new revenue growth and maintain and grow existing
accounts and banking centers to identify/solicit new revenue growth opportunities.
 Strong communications, including oral and presentation skills.
 Outstanding sales, business development and negotiation skills.
 Strong hunter in customer-centered sales with a desire to exceed expectations and
quotas.
 Ability to develop new business through prospecting over the phone and email.

2.  Ability to multitask and change direction in ever changing payment processing
environment.
 Effective planning, time management and organizational skills.
 Highly motivated to succeed in a performance driven environment.
CEXchange LLC.,Carrolton, TX
Compliance Manager
Aug 2014-Jan 2015
 Led a team of three full-time associates
 Responsible for making sure all Partners are in Compliance based on Jurisdiction
 Review City, County, and State Ordinances to update requirements for all Partners
 Responsible for turning stores On and OFF for Trade Programs based on Jurisdiction
guidelines
 Obtained Business License for Partners as well as set up Reporting through Police
departments
 Managed multiple tasks/projects within deadlines for several partners
Bank of America, Plano, TX
Officer; Mortgage Servicing Team Manager II
May 2012-June2014
 Led two team Leads and two Return to Normal Servicing teams in AZ and TX also,
indirectly led up to sixty analysts in a high-volume, deadline driven environment
 Led Return to Normal Servicing Claims Teams for FHA/VA Government Loans
 Successfully managed the transition of ordering/reviewing Treasury Loan Credit from
Housing Urban Development in order to bring customer accounts current after
completion of a Modification
 Researched and audited errors/issues from 3rd
party vendors to identify document
errors as well as incorrect internal processes while maintaining a 98% Quality Rate
 Managed multiple tasks/projects within deadlines and budget constraints with the
intention of helping keep home owners in their homes
 Developed and maintained process maps used by auditors and outside departments to
understand the line of business’ work streams during annual risk review
Bank of America, Addison, TX
Mortgage Servicing Team Manager I
May 2009-May 2012
 Led up to 30 full-time associates responsible for collecting on delinquent
mortgage loans and three senior associates responsible for Departmental
Escalations
 Managed various Line of Business’s within Home Loan Servicing
 Managed delinquency stages 30 day-180 day accounts
 Provided ongoing departmental training and further development for current associates
and managers
 Responsible for Customer Experience Surveys for three sites and created reporting for
Senior Leadership
Bank of America/Penncro Inc., Mission, TX
Outsourcing Liaison-Vendor Management Credit Cards Collections
Oct 2008-May 2009
 Responsible for 335 full-time and part-time associates and Team Leads that collected
on delinquent Credit Card Accounts

3.  Manage delinquency stages 30 day-150 day Spanish and English accounts
 Identify need for improvements and provided feedback to associates and their
Supervisors weekly
 Provided Continuous Education for Team Leads,Associates,and New Hire Classes
Bank ofAmerica,Greensboro, NC
Emerging Leader-Customer Assistance Credit Card Collections
Feb 2008-Oct 2008
 Manage 10 to 15 new associates bi-weekly for on the job training
 Facilitated new hire and continuous department education
 Performed Side by sides and call monitoring to increase departmental standards
 Knowledge and management experience from multiple processes,product lines in
different line of businesses.
Bank ofAmerica,Greensboro, NC
Senior Collector- Credit Card/Direct & Indirect loan Collections
Feb 2005-Feb 2008
 Maintained customer relationships through inbound and manual dialer calls by
negotiating the proper payoff amount
 Execute research activity and resolve escalated customer issues for other associates
 Knowledge of different lines of businesses: credit card, direct, and indirect loans
 Updated Target Associate Report monthly for upper management based around
collector issues and updates for management. Met with manager weekly to ensure all
issues or request were handled.
Education University ofNorth Carolina at Greensboro
Greensboro, NC
Exercise and Sport Science
Expertise Working knowledge of SharePoint, iPortal, LMP,LAMP, Salesforce,AS400/iSeries,
Equator, CROSS, Home Retention Applications-LM Plan, Home Base,Home Saver,
Microsoft Office Suite - Outlook, Access,Word,Excel, PowerPoint, LMA, FHA
Connection and Urban