Establish goals and objectives for the department in alignment with overall divisional goals• Lead multiple, cross functional teams of over 40+ associates and operations managers focused on providing support to the mortgage fulfillment division• Direct contact and approver for over 80+ BPO (business process outsourcing)/Offshore cross functional resources• Manage, monitor and measure the performance of queues and processes• Operate risk management controls to ensure compliance with federal and state regulations• Oversee coordination within multiple divisions and across all areas within PennyMac to ensure consistent and proper execution• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions• Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality• Support, recommend and implement technology initiatives• Responsible for communicating monthly results to Management on departmental performance objectives• Monitor performance of staff according to established standards• Act as the main point of escalation for all issues within the functions• Preform capacity and staffing planning to ensure adequate service levels are met

• Direct report for a team of 12 associates; co‐manager for an additional 8• Reviewed and revised all procedures within department scope• Produced support for over $100 million in sales each month since June of ‘18• Introduced employee‐recognition programs • Spearheaded 100% support of all company USDA loans• Collaborated to streamline processes resulting in increase of productivity• Improved SLA margins by 15%• Built the department of Disclosures for business continuity based in St. Louis in 2019• Front-Line leader in processing Verification of Employment, Mortgage Insurance, Homeowners Insurance, 4506T, Appraisals, Exclusionary and Re-Disclosures• Spearheaded End to End process for the evolution of Service Orders for the entirety of PennyMac

• Diversity and Inclusion Representative for over 30 employees• Remediated and assist in overseeing a new process from San Antonio• Manage, monitor and measure the performance of queues and processes• Act as the main point of escalation for all issues within the functions• Responsible for communicating monthly results to Management on departmental performance objectives• Delegate and assign intake workflow• Sole new hire representative for three departments• Construct and implement departmental procedures• Balance and approve processors banks• Coordinate and work directly with other managers to solve outages and/or potential issues• Monitor performance of staff according to established standards

• 1 Rated Employee in Year End Review for Post Closing Department (Aug 2016)• Direct Contact for Multiple Investor Pipelines such as BB&T, Freedom, and Franklin American• Attending to and Curing Conditions of Suspended Loans Before Critical Deadlines​• Bundling and Shipping Loans to Investors• Correct Mistakes on Loan Documents• Work With Management to Correct System Generated Issues When They Occur• Organize Closed Loans Closing Package• Conduct Compliance Reviews