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329 W California Avenue, Unit #3

Glendale CA 91203
951.313.0496 mobile
Tracy Wright
Results-oriented professional with track record of success. Leads by example and
partners effectively to achieve goals. Strong relationship builder brings focus
and urgency to projects and business initiatives. Proven experience developing,
conducting and overseeing blended training and development solutions.
East West Bank/United Commercial Bank 2008 - 2010
Assistant Vice President, Regional Training Officer
Responsibilities include:
* Identify and meet training needs in a multi-lingual, international bank organ
* Create and deliver training curriculum and content (Human Resources, performa
nce management, new hire orientation, leadership, sales, customer service, opera
tions, products, systems, organizational development and compliance)
* Using multiple platforms (advanced technology, teleconference, individual and
classroom), customize content to audiences ranging from managers and supervisor
s to operations, frontline staff and commercial lenders
* Comprehensive Human Resources training on general policies and practice, empl
oyment law, performance management, benefits and health and safety
* Manage development and instructional design of training course content and ad
hoc presentations for management and company personnel
* Align training program and content with evolving business objectives and prof
itability goals
HSBC 2006 - 2008
Assistant Vice President, National Training Specialist
Responsibilities included:
* Deliver nationwide training for on-boarding, sales development, Human Resourc
es and high trust selling for retail and operations divisions (in person and via
video conferencing)
* Develop and design training course content relating to sales, compliance, pro
ject management, product development and operational procedures
* Customize training curriculum and sessions to address specific executive lead
ership targets
* Develop presentations for use by retail, operations, commercial and wholesale
banking officers with clients, brokers and sources of referral business
* Key participant in delivering national training on audits, examinations and c
ompany reviews
Indy Mac Bank 2005 - 2006
Assistant Vice President, Sales Training Manager/Regional Sales Manager
Responsibilities included:
* Manage loan sales staff in multiple full-service branches
* Oversee pipeline, facilitate resolution of processing and pricing issues, coa
ch under-performing sales staff
* Conduct onsite and offsite training for loan consultants, processors and unde
rwriting staff
* Create training curriculum and train sales staff to develop product knowledge
, sales basics, marketing plans and customer service skills
* Develop relationships with banking partners and potential sources of business
* Key member of leadership team responsible for advising divisional President a
nd executing to meet division goals
Countrywide Home Loans 2001 - 2005
Product Development Manager - Correspondent Lending
* Develop the product knowledge and understanding of correspondent lenders, wit
h particular focus on home builders
* Conduct informative sessions on non-conforming products and doc types, includ
ing sub prime, in person and via teleconference
* Facilitate increased production in non-conforming products and doc types, wor
king closely with sales executives
* Function as subject matter expert on non-conforming products and doc types; r
eview and approve variances
* Build strong business relationships with correspondent lenders at all levels
of management
Regional Business Development Manager - Sales Management Department
* Facilitate transfer of leads from retail prime to retail sub prime divisions
and staff dedicated to the department
* Build strong business relationships with retail prime executives and sales ma
* Assist in integrating retail sub prime strategies with retail prime partners
* Act as a marketing liaison via regular field visits, sales calls and lead tra
cking and reporting
* Sponsor and coordinate co-marketing events with Realtors, builders and commun
ity groups
* Monitor and analyze pipeline and insure training occurs for staff on retail s
ub prime products
Senior Operations Analyst - Compliance Assurance Department (retail sub prime)
* Facilitated resolution of complex deficiencies related to adjustments, escrow
, title policies, appraisal, branch hits, subordinate liens and MI disclosures
* Coordinated with centralized funding center (CFC) and branch managers to reso
lve loan deficiencies
* Prepared and distributed deficiency reports and monitor progress
* Insured proper reporting was consistently provided to departments and divisio
n management
* Provided ongoing telephone and on-site training to loan personnel
* Developed procedures and forms for tracking deficiencies and branch follow-up
* Educated branch staff in how to identify deficiencies that can be resolved wi
thout corporate interaction
* Interfaced with all corporate departments necessary to facilitate resolution
and clearing of post-closing issues (Collateral Processing, Records Management,
Document Procurement, Secondary Marketing, Loan Administration, Loss Mitigation,
Custodial Vault, Loan Servicing and Release & Reinstatement, etc.)
* Brought necessary focus to aged deficiencies and repurchases
* Insured compliance with ECOA, HMDA, RESPA, Fair Lending and investor requirem
Artisan Entertainment 2000 - 2001
* Small group computer software training of video media production departments
* Individual training of vendors to conduct site inquiries using proprietary so
ftware, onsite and via telephone
* Developed and edited customized training agendas and materials for internal a
nd external clients
* Coordinated scheduling of training with internal and external clients
* Maintained positive client relationships under challenging circumstances for
all project phases
First American Corporation 1998 - 2000
* Extensive product and program training of clients
* Small group and distributed training of appraisers and real estate agents on
use of proprietary software program
* Daily coaching and distributed training nationwide via teleconferencing on so
ftware installation
* Subject matter expert on Win2Data and Oracle programs, dealing with plat maps
, aerial maps, surveys, appraisals, etc.
* Conducted daily conference calls to identify needs
* Developed, edited and provided customized job aids
* Developed management reporting database to measure issues and effectiveness o
f efforts
* Business partner liaison
City of Huntington Park 1996 - 1998
Provided guidance to the general public on all city services and City Hall. Supp
orted residential and industrial accounts. Processed and approved permits for bu
sinesses. Developed and ran queries on various proprietary databases.
* Created and delivered critical Change/Transition Management content for impac
ted employees pre- and post-corporate acquisition
* Developed and implemented weekly series of sales articles for use by nationwi
de sales force
* Extensive classroom (live, telephone and virtual) experience as a trainer, tr
aining manager and Human Resources professional
* Created and implemented numerous job aids, forms and procedures to effectivel
y eliminate deficiencies
* Developed and administered training on deficiencies for operations staff, wor
king in cooperation with outside counsel
* Implemented a tracking database for customer complaints
* Researched and created the first-ever job aid to identify lending fees by sta
te, which became the template resource for system development
* University of La Verne (in progress) - B.S., Organizational Management
* University of California, Los Angeles - Business and Project Management cours
* Felde Publications and Programs - DRE Certification
* Cerritos Community College - General Education and Business courses (Business
Communications; Business Administration; Real Estate Principles)
* Company-certified in project management; trained and proficient in various PC
and mainframe software including MS Office (Outlook, Excel, Word, PowerPoint, A
ccess and Visio), AS400 LS, ADP (e-Time) and ORACLE - CRM and PeopleSoft systems