*Oversaw daily operations across three locations, ensuring seamless coordination and efficient execution of tasks. *Developed and executed strategic plans to achieve organizational goals and drive sustainable growth. *Developed systems and procedures to improve operational quality and team efficiency.*Monitored budget and utilized operational resources.*Oversaw day-to-day production activities and led sales staff to increase Jacuzzi sales rate while driving in-store foot traffic and retail volume. *Increased revenue 4x across three locations in less than 12 months.

*Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity*Collaborate with senior management to develop and execute long-term corporate goals and objectives*Developed systems and procedures to improve operational quality and team efficiency*Mentored and coached team members to foster productive and engaging work environments*Established and monitored quality assurance standards to achieve operational excellence*Monitored and coordinated workflows to optimize resources*Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality*Analyzed customer feedback and identified areas for improvement to drive business success*Handled problematic customers and clients to assist lower-level associates and maintain excellent customer serviceDuring my time in this position I created multiple departments and led a variety of teams. I began hosting weekly meetings with the Closing & UW managers, their managing directors, along with QC/Compliance managers. I would review QC and volume metrics, implement improvement plans, and provide upskill/PIP training for struggling individuals throughout all of operations. Additionally, I would work closely with our Post-Closing and Loan Insuring teams to rebuttal or assist resolution with any insuring related issues, and to take away areas of improvement to share in my weekly manager meetings. I was also responsible for creating and managing a Closing Coordination department which was able to fill major gaps within the current process workflow, immediately yielding quality improvements. Next, I implemented an operations support email inbox where any department could reach out for assistance and I would ensure a resolution, no matter the problem. Finally, I played a key role in launching Home Point’s HELOC program, owning the closing and funding piece and working with our legal team to ensure a satisfactory product.

*Created wholistic training programs for entry level associates specific to mortgage operational process*Recruited and onboarded nearly 200 entry level associates with 90% program graduation rate*Proved successful working within tight deadlines and a fast-paced environment delivering up to 25 graduates every 4-6 weeks*Navigate resumes to identify the perfect candidates, interviewing multiple candidates daily*Passionate about learning and committed to continual improvement*Excellent communication skills, both verbal and writtenThis was a newly created role to assist with growth and development of closing and funding. Due to the unprecedented market at that time and limited talent available, my first objective was to develop a program creating a landscape to train and cultivate individuals with no prior mortgage experience. These programs were called “Closing Futures” and “Funding Futures”. I played a key role in developing hundreds of training material documents, videos, guides, and workflows to successfully launch both programs. At any single time, I would have 80+ closers and funders active in various stages of the programs who would report through me.

*Scaled Closing and Funding departments from $80M/month funded volume to nearly $1B/month*Managed teams of 20-50 associates, conducting quarterly 1:1's, annual performance reviews w/ personalized goals and initiatives for each team member, conduct weekly team meetings*Trained and guided team members to maintain high productivity and performance metrics*Drove strategic improvements to enhance operational and organizational efficiencies*Led development of business operation processes and policies*Collaborated with senior leadership to develop and execute long-term corporate goals and objectives*Proved successful working within tight deadlines in a fast-paced environment*Produce job aid’s and training material while training all new closers company wide, while monitoring QC to help drive improvements.

*Managed/Closed a monthly pipeline of 100+ wholesale loans*Communicated with clients, processing teams and other third parties to achieve prompt loan closings while maintaining a high level of customer satisfaction*Worked with underwriters to fix application/loan problems and resolve issues*Checked loan documents for accuracy prior to closing*Assist closing and funding teams with questions/issues and field complaints providing effective solutions*Subject matter expert in all 50 states including CA, TX 50(a)(6), NY CEMA, Trusts, Construction-Perm, Non-Del Correspondent loans, HELOC's, and Renovation loans*Well versed with Conv, FHA, VA, and USDA guidelines*Work with investors to ensure a saleable loan.During my tenure at Freedom Mortgage, I spent time leading different departments from Loan Setup, GFE Review, and Closing Coordination prior to setting roots in Closing and Funding. I became the closing team lead in January 2013 leading a team of 10 closers. My first stint as closing manager also began here from May 2015 through my departure in February 2016 while the closing manager was out on Maternity leave.

* Overall store management, supervision, and policy implementation* Execute merchandising strategies to support store sales growth.* Manage inventory and assets to maintain profitability.*Assist with employee staffing, training, and development.

* Create Schedules* Hire/Train employees* Order and coordinate deliveries* Track/Monitor inventory and maintain efficient ordering* Scan in/out merchandise*Control food, paper, and labor costs* Count drawers, tills, and safe along with all store finances