Responsible for all internal Quality efforts, including internal Quality Control and Loss Mitigation in a highly regulated, quickly changing industry. • Implemented KPI driven scorecards impacting quality, loss mitigation and compliance risk, resulting in increased quality scores across the organization (Average score increased from 88% to 95%)• Partnered with IT, Internal Audit, Training & Operations to drive process improvements, reduce losses and improve overall quality• Integration and standardization of internal Quality Control efforts• Led development of systems to manage Quality Control and Quality Assurance functions• Managed staff of 70, across the following functional areas:Quality Control Audit, Regulatory Compliance Review (FHA, Fannie, Freddie), CFPB compliance (Policies & Procedures), and Invoice Review (client/vendor dispute resolution). • Regularly communicated with Regulatory Agencies, Clients and Vendors to resolve disputes• Acquisition team member for BOA field service integration, responsible for ensuring all quality metrics were met as part of integration process

• Managed a team of Project Managers and Analysts, focused on efficiency, cost containment, and service excellence• Managed $70 million service budget (2nd largest corporate expense) with a focus on continuous service optimization• Ensured that all projects undertaken were consistent with strategic direction, and aligned with project management best practices• Redesigned and refocused analyst group to focus on key strategic metrics and elimination of non-value added work• Introduced audit and control procedures for key work processes within the Field Sales organization, utilizing SAP CRM metrics• Created strategic plan for Field Sales “Next Gen” project, focused on reduced cost and incremental sales growth through service excellence

• Initiate and Manage projects for Field Sales Division• Primary Project Manager for successful SAP CRM implementation impacting over 12,000 users• Led re-structuring effort resulting in 20% cost reduction through dynamic territory mapping, service optimization and SAP implementation • Project Manager for new handheld technology initiative impacting entire field service organization• Development of performance scorecard within SAP BI architecture, and aligning with field service organization’s compensation program

• Responsible for recruiting, hiring, training and development of Area Supervisors for the Southern Region of the United States• Involved in numerous special projects in all areas of the company, including Operations, Account Management, and Information Systems• Instrumental in development and implementation of Scorecard for Field Sales personnel

• Managed all aspects of a territory consisting of 160 accounts, with a staff of 50+ part time merchandisers • Ensured proper implementation of corporate programs while controlling payroll costs• Primary responsibility for implementing two major competitive takeovers in major retail chains