• Developed and implemented marketing strategies that increased client base by 20-80% per year• Fostered consistently excellent client experiences, resulting in a 100% positive interaction rating• Planned and implemented scalable marketing initiatives and projects, resulting in consistently positive returns• Oversaw inventory management and supply chain logistics, maintaining a 100% fulfillment rate on orders. • Utilized proprietary analytics to track sales performance, customer behavior, and marketing ROI, informing data-driven decisions• Oversaw all financial aspects of the business, including budgeting, invoicing, and expense tracking

• Leveraged deep understanding of client experience, compliance, policy, and risk lenses to produce high impact internal policy communications• Partnered with policy, communications, and product delivery contacts to refine and enhance policy change strategies and implementation• Produced key targeted internal communications designed to inform front line staff of credit policy changes, filtered through the lens of client impact• Led strategic planning and execution of process enhancements related to policy prioritization, enhanced communication strategies• Developed proprietary prioritization methodology to assist Project Managers, Product Owners, and executive sponsors in backlog candidate story selection• Assisted Client Experience stakeholders and partners in finding optimal balance of serving client needs and managing institutional credit risk• Oversaw policy change rollout activities and responded to resulting internal inquiries

• Led and empowered cross-functional staff to deliver high quality, low defect business rules decision outcomes, ensuring compliance with regulatory entities, internal guidelines, and enhancement of client experience.• Project leadership via Agile framework, resulting in the acceleration of delivery of incremental software enhancements (customer facing and internal), spanning the entire loan life cycle• Principal strategist and overseer of rules-based change management via the Accelerated Rules Change (ARC) process• Leveraged expansive industry knowledge to administer risk-based User Acceptance Testing (UAT) spanning no less than seven large scale Freddie Mac rules communities (rule/data sets)• Trained and mentored staff on the ARC process to increase project capacity allocation to support key offerings and initiatives

• Authored and refined requirements (stories and epics), and all related support project documentation• Partnered with technical and implementation teams throughout delivery lifecycle to ensure adherence to business requirements and quality client experience• Project leadership via Agile framework, resulting in the acceleration of delivery of incremental software enhancements (customer facing and internal), spanning the entire loan life cycle• Utilized technical, business, and industry knowledge to perform business analytics, providing analytics outcomes to inform audit finding remediation• Led User Acceptance Testing, to include planning, coordination, and life cycle management

• Supervised, equipped, and coached up to 18 direct reports to drive consistent high achievement in target metrics• Primary point of contact on issue escalation and resolution• Leveraged customer call data and trending to identify and escalate mortgage credit policy and software enhancement opportunities, including loan origination software (LOS) integration challenges• Assisted in development and implementation of three additional metrics to track and ensure agent excellence, first call resolution, and agent efficiency• Subject Matter Expert (SME) in mortgage underwriting and credit policy

• Directed production operations for top producing Loan Officer/Vice President, leading operational phases from presale to post-closing, utilizing VA, FHA, and conventional programs• Liaised between the lender, borrowers, and vendors across the application life cycle• Underwrote applications to ensure minimal defects, stipulations resulting in decreased timeline from origination to close (reduced from an average of 30 days to 20)• Rolled out pipeline automation of reporting to enable real-time access to status and critical information

Honorably Discharged