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Skills

  • Procedure equipment
  • Customer relationship management
  • Supervision
  • Project organization
  • Cross-functional team leadership
  • Human resources management
  • Stakeholder collaboration
  • Effective leader
  • Conflict resolution in loan processes
  • Operational improvement

Work Experiences

  • Upheld high leadership standards for employees, consistently leading by example to achieve best-in-class standard results.
  • Used workflow optimization and client relations to cultivate and strengthen long-term client relationships.
  • Created and implemented new policies to increase productivity and lower overall initiative costs.
  • Kept the process workspace clean and organized by working closely with employees to systemize tasks.
  • Implemented the method program and employed process improvement to ensure that guests have a memorable, consistent, and positive experience.
  • Trained, coached and mentored staff to support smooth adoption of new category program.
  • Trained, coached, and mentored staff to ensure that the new standard program was implemented smoothly.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Worked with assistant managers to open and close the standard office, as well as handle large transactions and inventory management.
  • Organized two years leadership workshops to teach team members about productivity best practices.

Summaries

  • Customer-focused General Manager with 10 years of experience who is committed to expanding process improvement and strategic planning.
  • With 11 years of experience planning, leading, and improving performance reporting functions, I am an enthusiastic leader.
  • Mortgage Operations Administrator who is meticulous and has 14 years of initiative experience.
  • In developing policies, managing framework activities, and taking optimized, be strategic.
  • Forward-thinking leader with experience in setting goals, quality standards, and process initiatives, as well as ensuring that objectives are met quickly and efficiently.
  • Veteran Mortgage Operations Administrator with exceptional strategic planning and client relations abilities.
  • Well-versed in performance reporting and a stickler for deadlines.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Expertise in technology and product development.
  • Achieved a 62% on-time closing success rate.

Accomplishments

  • Ensured 100% accuracy in loan documentation by implementing a cross-checking system in the loan origination process.
  • Analyzed and resolved mortgage loan documentation issues, helping to increase approval rates by 73%.
  • Identified operational bottlenecks and applied automation techniques to reduce loan processing time by 64% hours per loan file.
  • Conducted comprehensive post-closing audits, consistently achieving an error rate below 43%.
  • Spearheaded initiatives focused on compliance with framework, helping the department surpass audit expectations by 24%.
  • Streamlined vendor management processes, ensuring adherence to closing deadlines and improving overall borrower satisfaction by 71%.
  • Managed real-time performance metrics dashboard, increasing visibility on key operational metrics and improving decision-making speed.
  • Standardized a document review process that cut rework by 79% and boosted data accuracy across all loan files.
  • Implemented a new loan processing workflow that reduced file review times by 20%.
  • Led cross-functional meetings between compliance and operations, ensuring seamless collaboration and alignment with method.

Affiliations

  • Lions Club
  • American Marketing Association
  • Certified Mortgage Advisor (CMA) Holder
  • Rotary International
  • Leading participant in the Austin Compliance Risk Assessment Forum
  • Affiliate of the Housing Finance Project Management Network
  • Participant in 2017 Regional Mortgage Operations Best Practices Symposium
  • Organizing Committee Member, Compliance and Risk Mitigation Workshop 2023
  • Member of the National Reverse Mortgage Lenders Association (NRMLA)
  • Freemason

Certifications

  • ServSafe
  • Advanced Mortgage Management Certification Lakeside Partners
  • Cisco Certified Internetwork Expert (CCIE)
  • Anti-Money Laundering (AML) Compliance Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified Reverse Mortgage Professional (CRMP)
  • Certified Loan Processor (NAMP-CLP)
  • Mortgage Compliance Professional (MCP) certification
  • Certified Financial Modeling & Valuation Analyst (FMVA)
  • Apple Certified Associate (ACA)

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