Cynthia Ray Email & Phone Number

Tampa, Fl, Us

Florida, United States

Provided strategic leadership for 500 loan officers (LO), senior team leads, sales managers, vice presidents and senior vice presidents of Cash Out Mortgage Sales Division. Implemented plans designed to grow division, develop leadership team, and set marketing strategy. Set tone for maintaining organizational culture of process improvement and goal achievement. Accountable for P&L, with focus on expense control through staff performance optimization and right-sizing based upon market conditions. Managed lead vendors to minimize lead costs while maximizing investment.Worked with Capital Markets to set mortgage pricing. Oversaw lead origination (via marketing and lead vendors) and set mortgage interest rates for channel. Lead team meetings, town halls, monthly “all-staff” calls, and off sites meetings for strategy development and team building. Create and lead projects and pilot programs. Recruited, hired, and trained staff. Developed and implemented sales compensation plans. Reviewed policies and procedures regularly to ensure compliance and opportunity maximization. Facilitated business development throughout New Jersey, Pennsylvania, Maryland, Arizona, Florida and California.* Initiated major culture shift within division, creating more transparent, open-door, and competition-driven sales environment:* Created pilot program that eliminated need for high-cost telemarketing vendor; cut costs 20% with results / lead to application conversion rates / sales trending to 150% vs. control group.* Sponsored process management technology project to enhance sales quality and speed of application to document collection, with early results showing 33% improvement (from 6 days to 4 days) in application-to-loan setup completion KPI.

Tampa, Fl And Phoenix Az

Recruited to strategize and execute comprehensive division growth due to prior career success; oversaw administration of call center operations of Sales Division and increase of insurance brokerage business throughout facilities in Tampa Bay, Florida, St. Petersburg, Florida, Gilbert, Arizona, and Phoenix, Arizona.Accountable for P&L management consistent with revenue and margin expectations; engaged in strategy planning and implementation. Recruited and developed sales agent and leadership teams, including metric identification and response. Directed lead purchase efforts, metrics management and performance, and compensation plan development.* Successfully grew operations from single site to 4 additional sites and increased sales staff over 400% within 18 months; includes development of sales flow as well as division processes and procedures.* While in position thus far, grew revenue over 50%, exceeded application forecast 10% in 1st year and 15% in 2nd year, drove year over year channel growth and record profitability, and increased ancillary sales productivity from 11% to over 35% (within 12 months).* Boosted productivity by over 20% and generated millions of dollars in revenue by strengthening overall lead management strategy and implementing “ABC (Always Be Closing)” program.* Improved customer contact rates, increased lead numbers and expanded overall market presence through partnership with marketing on production of email and traditional mail campaigns; contributed to development of marketing concepts including email “drip campaigns,” post cards, telemarketing campaign via CSRs, and email follow up templates utilized by sales agents.* Developed fast track program focused on recruiting, licensing and preparing sales agents to function in business development role.

Recruited to grow from ground up, build and lead direct to consumer home loan division, aligning bank’s strategic vision with daily goals and activities; provided strategic and operational insight/direction to effectively develop and establish processes driving results against balanced scorecard. Led staffing/staff development, training, planning and P&L/budget management; established and executed practices designed to meet volume and profit goals, customer service excellence, quality loan submission and employee engagement.* Managed all call center metrics, working with marketing senior management to develop lead sources, marketing materials, and programs; ensured origination center compliance with all standard operation procedures and fair lending practices as well as federal and state regulations.

Columbus, Ohio

Handpicked by CEO and promoted to newly-created position to both create and lead all national mortgage banking sales/leadership development programs (supporting nearly 5,000 sales staff); managed activities focused on production metric improvements/efficiency gains, customer satisfaction, employee satisfaction, and leadership growth. Oversaw projects, workflow coordination, staff recruiting, diversity initiatives and development of compensation and key performance business action plans across both retail and direct-to-consumer channels within mortgage banking sales.* Improved mortgage banker retention rates over 30% by creating and launching “Grow your Own Loan Officer” program, designed to help company improve diversity and increase company loyalty, while growing strong team of future organizational leaders.* Held concurrent responsibility for 5 other large-scale national programs including newly launched Consumer Direct and Retail Lending Manager (LM) “Advisory Board Programs” designed to ensure interaction between CEO and LMs with focus on identifying opportunities and areas for improvement.o Realized 15% overall productivity improvement in CD Channel through board created/managed projects.o Increased “application to fund” results by 10% by creating manager development series to improve leadership team and creating new coaching format and sales skills class.o Played key role in driving change in Jumbo mortgage product policies to enable greater number of approvals with respect to LTV and credit scoring.* Played critical role in increasing internal promotions by leading Mortgage Banker (MB) Development Program, designed to mentor MBs over 9-month period- preparing from promotions to LM and lead team of 14-20 MBs.o Achieved 80% promotion rate from program graduates, promoting loyalty and increased staff retention.

Columbus, Oh; Phoenix, Az

Selected to lead channel growth due to prior success exceeding channel goals, launching pilot programs into permanent business segments, staff development and employee satisfaction. Responsible for sales operations including market share growth, direct P&L management, pricing strategy, sales and support staff training/supervision, workflow coordination, policy/procedure development, exceeding productivity objectives, and improving employee performance for channel producing more than $25 billion in annual funded mortgage volume.Maintained close working relationships with other groups including marketing, underwriting and credit risk. Accountable for meeting all regulatory requirements, improving quality and exceeding customer expectations. Prepared and presented metrics to CEO and channel executive.* Grew channel from 2 AVPs, 8 Lending Managers (LMs), and 80 Mortgage Bankers (MBs) to 6 AVPs, 36 LMs, and over 500 MBs, plus support staff, including sales assistants and processors.* Drove mortgage volume up during tenure, from less than $5 billion to $25 billion by retaining top talent, and by creating and implementing strategies - yielding YOY channel growth and record profitability. Exceeded funded volume forecast by $5 billion in 2010 alone.* Chosen to rescue/turn around distressed Arizona sales site and improved production by over 250% in addition to managing successful Ohio sales site, propelling AZ metrics to be on par with top rated Ohio team.* Drove 30% improvement in overall customer satisfaction and advanced from 5th to 3rd place ranking by JD Power by developing, launching and executing comprehensive action plan focused on customer service enhancements.* Launched and grew the Corporate Relocation Business into billion-dollar division by earning trust of major clients such as Southwest, Exxon Mobile and Union Privilege.

Columbus, Oh

* Exceeded production goals and achieved “Leaders Club/National Sales Award” each year- awarded only to top 10% of management team. Notable results include:o 225% volume increase between 2000 and 2002 while achieving entire FYF 2002 funded loan volume and exceeding bank goal by 33% in loan application volume; repeatedly ranked number one in production within Chase Home Loan Direct (HLD); #1 ranking for profitability among all of Chase Mortgage channels.* Launched credit card cross sell program which grew from 0 credit cards per month sold to over 4,000/month cards sold in less than 1 year.

Launched and ‘grew from scratch’ the Oracle channel of Chase Home Loan Direct. Recruited and hired original team of 6 Mortgage Bankers and 2 Processors and managed all daily operations including sales and processing staff leadership, report design/ development, compensation planning, training and development, marketing strategy and feedback, cross sell product launches, monthly/quarterly strategic development plans. Grew department from the ground up to 20 full-time Mortgage Consultants, 6 Processors, and two front-line managers.

Bachelor Of Arts (Ba), Business, Management

Activities and Societies: Volleyball; Volunteer at the Cincinnati Rescue Mission

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Activities and Societies: Volunteer work; Volleyball