-Manage Reporting & Projects for the Strategic Initiatives Team (SIT) that supports all of CLEO ORR in ECMO Complaints.-Created and execute daily, weekly, and monthly Production & Quality Reporting to all levels of management, which allows previously unseen levels of consistency and transparency within the CLEO group.-Manage & execute multiple Rate Lock Extension Fee & SCRA Exception projects that are high visibility validation related efforts and met/exceeded our partner's expectations. This includes planning (capacity, report design, and strategic direction), executing (assuring case management flowed and questions answered), and reporting the results to our partners.-Manage the Internal Quality Reviews (IQR) for CLEO. Setup weekly reviews by pulling completed cases and enhanced the reporting of the results to give new data views for Managers to easily see the opportunities that drove higher scores in 2021, which helped to drive consistency in our application of regulations and assuring our regulatory matters are properly documented.-Co-Leader of the successful IQR Transition to the Indigo system in 2021, which yielded better consistency of reviews for all CLEO-QA groups. Lead multiple calls and training sessions with Managers to inform and solve any transition issues.-Learned the Indigo system where IQR's are performed and able to program and create new review scorecards, perform staff management updates, and help answer questions and train others.-Created and executed the Bridge Scorecard Report to identify cases done in Compass that were missing a corresponding ORQA scorecard. This reduced the risk exposure by capturing the misses and alerting Managers and reducing our risk by over 60% in the first 90 days.-Created and wrote new Procedures around Reporting and other internal SIT Team documents.-Prepare Monthly PowerPoints for Sr Leaderrs on both Internal & External Monthly Business Review performance.

-Managed Risk Control reporting of Reg B & AIRL controls for entire Home Equity division.-Reviewed daily control reports and conducted home equity application reviews to ensure files met regulatory compliance in the following areas: Decision and decision letter timing, manually updating Reg B start dates, and disclosure timing. Update formula-driven spreadsheets based off file reviews to ensure potential risk files are tracked and followed-up on to adhere compliance.-Wrote and updated Risk Control Reporting Procedures based on findings and policy changes.-Communicated with Sites directly on files that need immediate attention, notifying of any compliance findings, and sharing findings with all sites to improve risk performance.-Led Weekly Call with Site Leaders and engaged the business to understand and address operational issues and create risk control awareness.

In 2009 I was promoted to Lending Manager where I lead a team of Home Equity Line of CreditUnderwriters within the End of Draw Department.Over the past 10 years, I have led multiple teams to achieve best-in-class results vs. all Key Performance Indicators (KPI), including customer service, quality, and profitability.SELECTED HIGHLIGHTS ACHIEVEMENTS✔ Improved team attainment of KPI such as Production, Quality, and CSAT by leading 1:1 meetings, and providing continuous coaching and mentoring for career development.✔ Ensured optimal service levels for customers exceeding $1M in assets by leading the Center of Excellence Underwriting Team.✔ Improved workflow by sharing best practices across the department for pipeline management, daily reporting, and lending manager daily expectations.✔ Within 6 months, increased CSAT levels by providing swift resolution to internal banker and customer issues.✔ Led the Service Committee to review procedures and workflow, improving Customer Survey scores more than 20% division-wide.✔ For 3 consecutive years (while managing 2 different teams), I achieved a #1 ranking in an annual anonymous survey of direct reports. Further, I was the only Manager in the department to receive a Top 5 rating on every question.✔ Placed a division-wide focus on internal collaboration to resolve customer issues, decreasing redraw rates from 40% to less than 2%.

I originally joined Wells Fargo in 2002 as a Quality Reviewer, and in less than 2 years I was promoted to Loan Administration Manager. Over the next 5 years, I led a team of 18 direct reports supporting employee loans, Edward Jones, private banking, and regional banking services.SELECTED HIGHLIGHTS ACHIEVEMENTS✔ Took the lead in reviewing and rolling out new processes, procedures, and best practices across loan administration operations.✔ Improved attainment of numerous KPI categories, including reducing errors with respect to quality and improving CSAT metrics.