Barb Goodwin Email & Phone Number

I have been in the mortgage/banking industry for my entire career. I began as an escrow officer then moved to mortgage processing, closing, funding, post closing, correspondent and retail lending and originations. I took a leadership role in servicing in 2008. I also have a background in branch banking and business banking.Most recently I have been Operations Manager with 150 direct and indirect reports. I am anOperations professional with demonstrated experience providing leadership, business operations, and systems knowledge. Adept at leading and delivering business solutions in challenging, demanding environments. Reduced process lags by effectively leading employees for productivity and efficiency improvement.Set clear goals for area managers and implementing systems for measuring results.Delivered expert leadership recognized for driving process improvements by assessing, optimizing and elevating operations to target current and expected demands, saving time and money allocated on FTE.Data mining Voice of the Customer feedback surveys for trends and opportunities using Concentrix, Qualtrics, Nexidia and NICE programs.Leveraged analytical and implementation skills to offer leadership and support to all operations areas.Developed and deepened internal and external customer relationships as part of day-to-day operations by identifying customer business and operational needs and introducing services to provide solutions for best-in- class customer experience.Limited financial discrepancies. Reviewed and approved billing invoices and expense reports and elevating resource allocation, accurately controlled expenses.Enhanced operational performance by developing effective business development strategies, systems and procedures.Assessed team proficiencies, identifying and targeting areas for process improvement by root cause analysis.Managed and improved various procedures, including requirements, gaps analysis, training and development and new program rollout.Streamlined operational efficiencies by coordinating staff development through career pathing and succession planning.Hired and mentored core start-up team in Dallas TX, new Loans Lines and Lease department and Banker program, in addition to leading the Earth City site.Implemented complete onboarding and training programs, surpassing established KPI targets and employee retention goals.Empowered staff members to contribute to continuous improvement, quality and growth of company by monthly one on one coaching.Generated reports detailing project information and predictions.