MARY ANIERA PEREIRA
Williamsport,MD
Summary
Results-driven Banking and Mortgage Services Leader with 15+ years of experience across financial services, mortgage lending, customer success, and operations management. Proven ability to lead teams, resolve complex client issues, drive customer satisfaction, and ensure regulatory compliance in high-volume environments. Strong background in dispute resolution, mortgage consulting, and cross-functional collaboration, with a demonstrated commitment to financial literacy, service excellence, and continuous process improvement.
Overview
20
20
years of professional experience
Work History
Events Chair
First American
12.2025 - Current
- Lead planning and execution of professional development and engagement initiatives.
- Collaborate with leadership to promote inclusion, mentorship, and organizational engagement.
- Maintained impartiality and objectivity during meetings and decision-making.
- Mentored new board members, providing guidance on roles, responsibilities, and expectations of the position.
- Fostered collaboration across departments to streamline project implementation and enhance outcomes.
- Streamlined communication, resulting in faster decision-making processes.
- Championed diversity and inclusion initiatives, leading to more representative and engaged membership base.
- Coordinated logistics for annual conferences, resulting in increased attendance and member satisfaction.
Executive Resolution Specialist
First American
04.2021 - Current
- Manage complex, high-risk customer escalations while ensuring compliance with regulatory requirements and company policies.
- Resolve account discrepancies, disputes, and delinquency issues through strategic problem-solving and negotiation.
- Developed training materials to support team members in handling escalated cases.
- Led process improvement projects that streamlined case management workflows.
- Championed quality assurance measures that reduced errors and enhanced consistency across resolutions provided.
- Reduced escalation rates by implementing proactive problem-solving techniques.
- Organized regular team meetings to review progress on key objectives, foster collaboration, celebrate successes.
- Implemented process improvements that increased case resolution speed and accuracy.
- Coached new hires in company policies and procedures, contributing to higher employee engagement levels.
- Collaborated with cross-functional teams to develop effective strategies for issue resolution.
- Optimized workflow management tools to increase team productivity and overall effectiveness.
- Facilitated knowledge sharing sessions among team members, promoting continuous learning opportunities.
- Advise customers on debt repayment strategies, credit extensions, and resolution pathways.
- Serve as a subject matter expert for customer experience improvements and resolution best practices.
- Collaborate with internal departments to investigate unresolved grievances and implement corrective actions.
- Train and mentor team members, contributing to process improvements and performance enhancements.
- Consistently exceed customer satisfaction goals through creative and compliant resolution strategies.
Executive Resolution Specialist
Wells Fargo Bank
Frederick, MD
12.2015 - 04.2021
- Handled escalated customer disputes requiring in-depth regulatory and legal knowledge.
- Facilitated communication between stakeholders using mediation and conflict-resolution techniques.
- Delivered high-quality customer experiences in fast-paced, compliance-driven environments.
- Identified operational gaps and contributed to continuous improvement initiatives.
- Supported and trained peers to enhance service consistency and quality.
Mortgage Consultant
Wells Fargo Bank
Frederick, MD
04.2015 - 01.2016
- Advised customers on residential mortgage products, ensuring alignment with financial goals and risk profiles.
- Analyzed lending risks and ensured adherence to federal and state mortgage regulations.
- Generated referrals and expanded customer relationships through consultative selling.
- Documented and processed residential mortgage funding accurately and efficiently.
Customer Service Representative
Wells Fargo Bank
Frederick, MD
06.2012 - 04.2015
- Delivered exceptional service in a high-volume call center environment.
- Cross-sold mortgage and banking products to meet customer needs and business goals.
- Resolved client inquiries related to mortgage banking with accuracy and professionalism.
Direct Care Worker
Brooke Lane Health Services
Hagerstown, MD
07.2011 - 06.2012
- Supported individuals with behavioral challenges in residential and community settings.
- Held multiple leadership roles including counselor, transportation coordinator, and career coordinator.
Assistant Manager
Murphy USA
Cartersville, GA
01.2008 - 05.2011
- Oversaw daily store operations and guest service during assigned shifts.
- Trained and supervised new hires, fostering high performance and customer satisfaction.
- Built strong customer relationships, driving repeat and referral business.
Store Manager
Perfumania
Kennesaw, GA
02.2006 - 01.2007
- Managed staffing, scheduling, recruiting, and labor cost control.
- Trained sales teams to achieve high-volume sales targets.
- Developed strong client relationships to enhance customer loyalty and retention.
Education
Bachelor of Science - Management Studies
University of Maryland Global Campus
Master of Business Administration - undefined
Eastern University
Skills
- Banking & Mortgage Operations
- Team Leadership & Staff Development
- Customer Resolution & Escalation Management
- Regulatory Compliance & Risk Analysis
- Mortgage Lending & Loan Documentation
- Account Management & Client Retention
- Process Improvement & Quality Assurance
- Cross-Functional Collaboration
- Financial Literacy & Community Outreach
- Microsoft Office (Excel, Word, Outlook, PowerPoint, MS Project)
Accomplishments
- Maintained consistently high customer satisfaction ratings.
- Developed and implemented programs that improved operational efficiency.
- Recipient of High Cross-Sales Award.
- Promoted financial literacy programs across multiple schools and communities.
AWARDS & RECOGNITION
Volunteer of the Year – Stand Up for Kids, Wells Fargo Top Performer, Financial Literacy Award – Wells Fargo, Wells Fargo Service Excellence Winner, Wells Fargo Women Network Chair Lead, Volunteer Representative – Women Moving Forward (Wells Fargo)
Timeline
Events Chair
First American
12.2025 - Current
Executive Resolution Specialist
First American
04.2021 - Current
Executive Resolution Specialist
Wells Fargo Bank
12.2015 - 04.2021
Mortgage Consultant
Wells Fargo Bank
04.2015 - 01.2016
Customer Service Representative
Wells Fargo Bank
06.2012 - 04.2015
Direct Care Worker
Brooke Lane Health Services
07.2011 - 06.2012
Assistant Manager
Murphy USA
01.2008 - 05.2011
Store Manager
Perfumania
02.2006 - 01.2007
Master of Business Administration - undefined
Eastern University
Bachelor of Science - Management Studies
University of Maryland Global Campus