Seeking an opportunity in a customer, employee focused Financial Services Organization.

Site Responsibility for mortgage operations, 500+ employees, plus direct responsibility for 14 acquisition underwriting and processing teams, overseeing strategic planning, process controls, quality, production, policy formulation and compliance.  Collaborated with senior management, human resources and recruiting to source, hire, and train all staff required to set up the Las Vegas mortgage operation.  Directs multiple teams of Managers, Leads, Underwriters and Processors within Broker and Retail Acquisition Services, to ensure quality, productivity and customer service. Assist leaders in the coordination of strategic development for multi-site operations platforms with client focus. Achieve volume levels of $3.6 billion, 10,500 units, growing to exceed $700M per month in 2013 while improving productivity, quality, reducing risk and meeting corporate goals. Ensure pipeline workflows are effective, efficient and deliver a quality loan product while supporting overall goals of sales and the business. Develop operational initiatives, benchmarks and metrics and set standards of performance for productivity, turn times and client satisfaction. Works to form strategic initiatives to ensure profitability of operational plans that exceed the goals of the business. Partner with Credit Risk officers to balance loan processing and quality credit decisions that manage risk and control compliance. Augment relationships and partner with the business, legal, compliance, business risk, sales and marketing.. Responsible for capacity planning, monitoring of production objectives, turn times, customer service, compliance and production controls.

Directed the Closing/Funding, Business Services Group and Reporting teams for the Chester Refinance Center supporting the NE Region refinance production. Assisted in building the Chester Refinance Center to support the refi rally for the NE Region. Managed the training and development of contract staff to implement Wells Fargo process and procedures.  Participated in capacity planning, sales meetings, redi-refi conference calls and development of workflow for the Refi Center. Established process flows to maximize resources and meet the needs of the sales force and customer satisfaction.

Des Moines - Managed client relationship services, processing and call center, closing team and third party vendor support for Citi Home Equity Wholesale Lending. Launched new operations center to a staffing level of 250+ client relationship team members.  Built client service teams supporting Account Executives and Wholesale Brokers across US, to $3 Billion annual sales within the second year and to $15 Billion in 2006. Managed support services including the escalation task unit dedicated to complex at-closing calls, document preparation, domestic and off-shore, appraisal and title vendors and compliance monitoring. Developed alternate work schedules utilizing domestic and off-shore resources. Increased productivity 25% by analyzing peak volumes and staffing to peaks. Reduced average time to answer, talk time, and abandonment rate to <1%; improved average days to closing by 50% and established email scheduling to facilitate a more customer centric process.  Launched new operations center in Denver, CO, to expand business platform and better support West Coast customers. Managed the staffing and team set up and successfully coordinated business transition to the new site.

Implemented a cross business Vendor Management system to reduce corporate and customer costs per loan. Managed Retail Mortgage specialized support teams to improve the customer experience and reduce cost per file.

Provided comprehensive relocation assistance. On site support for Fortune 100 company for all relocation services, including site closure and acclimation.