Responsible for overseeing the day-to-day administrative and operational functions of Fay Servicing, LLC including Loan Administration, Investor Reporting, Call Center Operations, Default Servicing, and Quality Assurance. Also responsible for setting comprehensive goals for business growth and success, establishing policies and procedures that promote company culture and vision, overseeing daily operations and the work of executives and leading employees by example.Key Achievements:* Lead organization through Fannie Mae approval process to achieve servicer status within 90 days of application submission.* Implemented process improvements to increase velocity of cash application resulting in a 75% improvement in operational efficiency and reduction of aging. * Drove focus on Aged Accounts Receivable opportunities leading to a 65% reduction in outstanding receivables.

Directly responsible for servicing and subservicing governance and oversight related to residential mortgage loans, responsible for the vendors day to day performance of customer service, loan administration, servicing and default management and ensuring all activities are performed in accordance with SoFi/vendor contract, investor guidelines, regulatory agencies and SoFi policy and procedures.Key Achievements:*93% reduction in tax penalties within first 6 months*64% reduction in customer complaints*38% reduction in 30 day delinquency rates

Lead a high performing team focused on B2B relationship management within mortgage market segment focused on servicing oriented businesses including MSR investors and subservicers.Key Achievements:* Recognized as a strategic partner for servicing assisting multiple lines of business with implementation and execution of key initiatives for Fannie Mae. * Consistently delivering exceptional service to our business partners with CSAT scores at 86% and NPS at 75. A consistent top performer across all business lines. * Lean management implementation for optimal business partner alignment and support of customers through multiple crisis, impacting millions of consumers through our partnership and support.

Senior Portfolio Manager, Retention August 2010 to October 2012Lead the Servicing management relationship with the #2 servicer by volume and delinquency to optimize the retention and collections operations to properly focus on the mitigation of losses on the Fannie Mae portfolio of assets. Key Achievements:• Opened lines of communication and developed operational relationships to successfully resolve systemic processing issues (Hard rejects, DQR, Production, Automation)• Consulted with business partners on the implementation of One and Done for SPOC implementation in August of 2011• Implemented 38 announcements & initiatives, 4 delegations of authority and 5 new modification products as well as 2 servicing guide rewrites affecting retention.

Vice President, Short Sale January - August 2010Leader of Fannie Mae Short Sale portfolio, relationship , operations and production. Leader of 200 staff members with 5 direct reports, 23 indirect reports and 2 sites. Key Achievements: *Migrated portfolio of 350,000 loans to new servicing platform*Reduced deal aging by 80%, enabling graceful exit of 20,000 borrowers per month during the homebuyer credit program.*Increased closing throughput from 19%to 35% in 60 days.Vice President, Home Retention 2007-2009Crafted future state vision for a responsive, customer focused home retention strategy. Implemented process controls, file management system, automated decision modeling, production reporting. Leader of 400 staff members with 7 direct reports and 19 indirect reports in 4 sites. Key Achievements:*Enabled mass production of home retention offers to over 300,000 customers in 6 months during the height of the financial crisis*Implemented a product owner strategy, exception processing and automated handling*Load balanced capacity between 4 sites to optimize outputVice President, Foreclosure 2005-2007Designed, developed and implemented foreclosure and bankruptcy risk management strategy addressing damaged property, title issues and break in title. Oversaw a staff of 90 with 3 direct reports and 7 indirect reports in 3 sites.Key Achievements:*Escalation process reduced conventional curtailments to less than .5% on a portfolio of 80,000 loans*Implemented QC routines to insure repeatable quality processes*Instituted methodical review of "off the conveyor belt" issues and business decision process.

Assistant Vice President, Foreclosure 2005 Lead the effort to triage and decision all loans in foreclosure and bankruptcy affected by Hurricane Katrina, Rita and Gustav. Lead FNMA & FHA Foreclosure operations units. Oversaw 70 staff members with 2 direct reports and 6 indirect reports in 2 sites.Key Achievements:• Disaster strategy has now been adopted as standard practice across the organization.• Crafted pre-sale curtailment strategy for reduction in FHA and FNMA curtailments. • Lead the effort to document operational risk and controls to further mitigate risk in foreclosure operation.• Implemented operational budget reporting adopted by the organization for P&L presentationAssistant Vice President, Bankruptcy 2003 - 2005Leader of alternative mortgage product servicing unit for Bankruptcy Department, responsible for detection and setup of bankruptcy accounts for protective action. Handled chapter 13 and chapter 7 adversaries, acquisitions, service release and subservicing contracts for accounts in portfolio. Partnered with Trustee community and USFN network to implement process and procedures within the department in order to reduce errors in payment processing and related impacts to borrowers.Key Achievements:• Grew department from 60 FTE to 112 FTE to handle increasing portfolio of bankrupt accounts.• Contracted automated services for detection of bankruptcy filings, processing payment of trustee funds• Recognized as a key contributor for the department and received ROSE retreat reward by senior management.

Manager, Bankruptcy 2001 - 2003 Act on behalf of the department as industry liaison with NACTT, USFN Bankruptcy Committee, Women’s Law Symposium, Southeastern Bankruptcy Law Institute and the American Bankruptcy Institute. Performed quarterly and yearly business planning, and developed economic forecasting in order to forecast portfolio growth to project budget, space and staffing needs. Oversaw staff of 60 FTE including setup, alternative mortgage products, subservicing and operational audit.Key Achievements:• Identified personal debt ratio as a 2 quarter leading indicator for the bankrupt portfolio in terms of volume.• Collaborative partnership and participation in industry groups and members enhanced visibility and built trust within the bankruptcy community. • Was the first employee within the company to receive 6-Sigma style training and have a certified project. Obtained 3 levels of certification in one year.Assistant Manager, Bankruptcy 2001Lead 3 teams of associates (30 FTE) in Bankruptcy to ensure compliance with department policy and procedure. Developed systematic way to track stipulation agreements and ensure timely application of payments in accordance with the chapter 13 plan.Key Achievements:• Certified in Franklin Covey Project Management