Angela S.

Gibson, AMP
Westampton, NJ 08060
(609) 614-7842
alegna@comcast.net
http://www.linkedin.com/in/angelasgibson

PROFESSIONAL SUMMARY
Innovative Professional offering substantial years of experience in many facets of Servicing Operations for
financial firms, including Mortgage Servicing, Project Coordination, Client Relationship Management, Default
Services and Process Improvement. Proactive and highly organized with excellent analytical, communication,
presentation and project leadership skills. Practiced in clarifying business requirements, performing gap analysis
between goals and existing procedures/skill sets, and designing results and process improvements to increase
productivity and reduce costs.

CORE QUALIFICATIONS
Private Label Mortgage Servicing
Quality Control Manager
Client Relations Management
Default Management
Management of Cross Functional Teams
Project Management & Administration
Servicing Systems Support

PROFESSIONAL EXPERIENCE

Systems Support & Quality Control Manager

Popular Mortgage Servicing, Inc., Cherry Hill, N.J.
September 2006 – September 2009

• Supporting the day-to-day operations of the Team by overseeing support call center and providing ongoing
training to deliver flawless support of the Servicing System platform.
• Spearheaded project that lead to the development of an in-house servicing process along with Telecom to
track incoming support requests from internal Loan Admin staff which improved work flow deficiencies.
Effort created measurements and tools to identify training needs.
• Developed a cross training program that transformed the department into cross-functional, customer-
focused teams that produced substantial increases in internal efficiency while improving responsiveness
and solutions to customers’ challenges.
• Managed the needs/business requirements of high revenue accounts through extensive follow-up
procedures.
• Using Project Management methodologies, maintained Vendor Management Relationship and
relationships with key business partners.
• Improving customer service based on client feedback through the development of new policies and
procedures.
• Regular review of current and pending regulatory and state law changes with focus on legislation that
could impact servicing operations and reviewing processes for required changes.
 Servicing Systems Specialist I-III, Team Lead
Central Loan Administration & Reporting, Ewing, N.J.
June 1987 – September 2006

• Support Loan Servicing’s objectives by applying mortgage servicing expertise to both external and internal
clients, maintaining critical mortgage systems, process improvement and served as primary point of contact for
third party vendor relationships.
• Liaison with business partners of all levels in the organization in the support of business processes and
initiatives for the Loan Servicing divisions plans and projects.
• Successfully led system enhancements, SOP's (Standard Operating Procedures) new products and business
initiatives using project management knowledge. Strong relationship management, analytical and communication
skills.
• Business process analysis in support of business process improvement and process automation
• Presentations and persuasion to all levels of the organization for projects to enhance departmental
performance including facilitator of Lunch & Learn sessions.
• Subject matter expert when participating in technical projects and implementing system enhancements.

• Foreclosure Administrator (3 years)

• Sr. Collections Consultant (10 years)
• Collections Administration Supervisor ( 2 years)

EDUCATION
BSBA, General Management – Degree Completion 2011
11/2008 - Present Thomas Edison State College, Trenton, NJ

BS, Business Information Technology

2002 – 2005 University of Phoenix, Phoenix, AZ

Project Management /Primavera Certification

2010 Rutgers University, New Brunswick, NJ

Accredited Mortgage Professional, Accreditation 2005

Mortgage Bankers Association of America, CampusMBA

PROFICIENCIES

• LENDER PROCESSING SERVICES (Doc Imaging; New Invoice; Passport; FIS Mortgage System)
• ISGN(LSAMS, FORTRACS)
• MERS
• FHA CONNECTION
• EOSCAR
• MS OFFICE (Word, Excel, Access, PowerPoint, MS Project)
• DESKTOP PUBLISHER
• CRM Software

ACTIVITIES
Change Management Board Client Relations Steering Committee
Private Label Initiatives Disaster Recovery Initiatives
LPS Default FAC/Year End FAC South Jersey Food Bank Volunteer