Jill Petrello

Background

About Jill Petrello

Jill Petrello jjpetrello@gmail.com SUMMARY Energetic results driven leader with more than 20 years experience in operations, staff development, and customer relations. Skilled in analyzing existing operations and implementing the strategies, processes, and technologies to improve productivity and efficiency. Expert in creating and documenting policies and procedures, developing and presenting training curriculum, and facilitating change in the workforce to support organizational operating, financial, and quality objectives. Strong computer skills, human resource administration, change management and written and verbal communications. PROFESSIONAL EXPERIENCE Bank of America – Chandler, AZ 2009-Present VP, Unit Manager –Mortgage Servicing Underwriting/Short Sale/DIL 07/2015- Present Responsible for managing eight teams with 100+ agents to assist with retention options for homeowners. Work with business partners to ensure a cohesive work environment. Strong knowledge of Bank of America mortgage products and services as well as operational risk. Responsible for policy updates, internal/external audits and process improvements. 20+ years in call center management environment with strong leadership and high producing teams. VP, Unit Manager – Mortgage Servicing Case Management 07/2010- 2015 Responsible for managing an “ownership model” loan servicing call center with 100+ agents, designed to assist customers with delinquent FHA loans, through the loan modification process from application to complete modification. Held Top Performance metrics for Segment in Quality, Answer Rate, Resolution Rate and Schedule Adherence. Managed Tempe and Chandler Sites as well as Charlotte Site for 90 days during transition period. Involved in several projects with business partners including Partial Claims, RTNS, Complaints Team and Control Tower. Mortgage Servicing Team Manager - Home Retention Division 2009-2010 Improve employee satisfaction and retention by holding team meetings, providing weekly/monthly performance reviews, conducting team-building exercises and displaying energizing optimism through the Bank of America Core Values. Ensure daily, weekly and monthly deliverables are completed on time and accurately.