- Co-own and manage our family residential roofing company.- Oversee the financial and operational aspects of the business to ensure accuracy and efficiency.- Measure ways to improve production, quality, and team motivation.- Identify and implement process improvements in alignment with the Lean Sigma methodology.

- Develop, Implement, and Monitor an operational risk governance program within Servicing.- Identify, assess, and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems or external events, while maintaining a balance between risk mitigation and operational efficiency.- Develop testing strategies and methodologies; evaluate the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; analyze business and/or systems changes to determine impact; identify and assess operational risk issues and assign risk ratings consistent with established policy standards.- Perform risk assessments, and analysis, creation of risk mitigation proposals and processes, development of support of testing and monitoring processes, development of training and procedural documentation, and manage recurring program working groups and reporting.

- Implemented a Quality Assurance (QA) department, including QA analysts, a manager, and department guidelines and staffing projections. - Create quality assurance forms for the analysts, authors, work director, and QA analysts.Day to day management and oversight of the QA department include: - Monitor all information published on a web based system.- Complete audits based on a percentage of published procedures and system notes to ensure all quality requirements are met.- Confirm all written information is easy to understand, grammatically correct, flows correctly, and is accurate and consistent with Corporate and department set style standards and requirements.- Conduct 1:1 meetings with team members to provide feedback, coaching, and clear direction.- Provide technical guidance to authors and analysts for resolution of complex issues where expertise is required to interpret and administer policies, guidelines, or processes.- Am the initial contact for QA analysts, including QA calibration, department enhancements, and staff availability.- Manage an internal QA dispute process.- Record any necessary data to report to senior management.Additional Responsibilities include:- Validate and create new procedures to ensure all documented processes and department standards are followed.- Collaborate with all business units to ensure all processes documented are accurate, without procedural gaps, identifying any risk. - Perform Focus Group sessions with front line team members to discuss procedural style and the information provided to enhance their experience.- Publish important impact messages to communicate urgent and vital information to Customer Contact, necessary to assist with calls.- Facilitate projects with risk and legal departments to accurately define new policies and procedures, determine gaps, align with procedural guidelines, and eliminate risk.- Identify and implement process improvements in alignment with the Lean Sigma methodology.

- Performed all duties including hiring/releasing staff, accounts payable/receivable, product inventory, customer service, and marketing/advertising.- Maintained internal procedures for employee handbook and training purposes.- Mentored and coached employees for performance and personal development.- Ensured adherence to all state regulations. - Ensured all staff was accurately certified.