Led the design, development, and delivery of technology training programs and content development for companywide end-users on digital mortgage platform and integrations on "Go-Live" onboarding, product releases, sales enablement, change management, and strategic initiatives.Implemented a blended learning roadmap with multi-modal learning solutions, targeting role-based adoption of new system functionality, leading to the seamless onboarding of over 2K end-users.Designed and delivered virtual webinars with live demos to showcase the features and enhancements resulting from newly deployed automation, successfully training over 100 sales team members.Innovated a virtual sales training workshop for new hires that received excellent management reviews based on improvements in time to productivity and a monthly reduction of $12K in travel expenses.

Formerly ClosingCorp Inc. Acquired by CoreLogic Inc. Developer of real estate data and mortgage technologies. Standalone SaaS platform and loan origination system API integrated partner offering vendor management solutions, third- party service ordering, and guaranteed fee quotes, SmartFees, ensuring compliance with disclosure requirements.Built and maintained client relationships through prioritization and quick resolution of customer support escalations, reducing churn by 8% to achieve a 98% annual customer retention rate on a 100+ account pipeline.Designed a solutions-based presentation that addressed client issues and pain points, and highlighted the value proposition of a new offering, leading to a 28% increase in year-to-date revenue growth.Authored the standard operating procedures for a third-party solution, resulting in a 35% increase in operational efficiency, resulting from streamlined internal and external communications.

Spearheaded kick-off calls with Professional Services and client project manager to provide consulting on training packages, delivery methods and formats, planning and schedules, and final agenda preparation and client approval confirmation.Facilitated and closed 160+ on-site and remote new client onboarding "Go Live" rollouts in 5 years, customized to client configuration and role-specific processes, procedures, and workflows to drive customer engagement and end-user adoption.Led a 15+ project pipeline with strong client services, customer relationship management, and interpersonal communication skills in performance of training needs assessment and skill gap analysis resulting in timely and accurate scoping.

3-Month Onsite Training Delivery and Post-Training Support Engagement at Long & Foster for new client loan origination system conversion to Encompass. (ICE Mortgage Technology)Recognized for customer service orientation on post-training support and success of the overall project by key stakeholders resulting in a job recommendation and new job offer with the software developer.Delivered on-site facilitation and pre- and post-training support on "Go Live" employee onboarding rollout to new (SaaS) Encompass platform driving end-user adoption for all job roles. Created Hands-On scripted loan scenarios for all employee job roles to utilize for pre-deployment. practice.

Implemented independently, the training strategy and plan on field assignments with a consultative approach to exceed client needs, increase usage, improve business process efficiencies,, and resolve issues and adoption pain points, leading to team member success.Provided on-the-job sales training and post-training support at on-site bank branches during the national onboarding training rollout of new mortgage platform, traveling 100% for 18 months.Served as key member of facilitation team providing week-long employee new hire onboarding training for call center and fulfillment teams and provided 4 weeks of on-the-job floor support to ensure end-user adoption.

Oversaw default servicing for a portfolio of over 1,400 loans originated through Housing Finance Authority's and consisted of FHA, VA, and FNMA loan types. Leveraged mortgage servicing platform (MSP) daily to post payments, formulate repayment plans, document important mortgagee notes, and utilize past due queue to target outbound collection calls. Acquired strong knowledge of mortgage servicing operations and the guidelines, qualifications, and timelines for collections, loss mitigation programs, and foreclosure proceedings.Training Received from outside the agency:HUD Loss Mitigation Training: Atlanta, GA Neighborworks America Foreclosure Training: Atlanta, GA

Formerly named Consumer Credit Counseling Service of Atlanta (CCCS) & CredAbility.Joined CCCS post housing crash and after the bankruptcy filing of my previous employer, American Home Mortgage Inc. Earned NFCC certification as a Consumer Credit Counselor and Housing Counselor.Performed outbound calls on 45-Day delinquent Freddie Mac investor owned mortgages, gathering requirements on delinquency reason, and provided foreclosure prevention counseling sessions focused on preserving homeownership, as part of a community outreach effort, Presented homeowners with resources, strategies, and guidance on loss mitigation program options and qualifications, prepared the initial application package and served as the liaison between the mortgagee and the mortgage servicing banking institution.Conducted 3rd-party conference calls with the homeowner and mortgage servicers to facilitate direct communication with the loss mitigation department decision makers in an effort to negotiate an appropriate loan workout.TRAINING RECEIVED FROM OUTSIDE AGENCY:FREDDIE MAC Home Affordable Modification Program: Atlanta, GA FREDDIE MAC Foreclosure Training: Atlanta, GA

Developed and implemented strategic sales plans to achieve two goals: (1) win new business with wholesale customers and (2) expand and grow sales volume within a regional territory. Facilitated targeted sales presentations to differentiate company’s products and business processes.Provided in-depth product training onsite and web-based on internal software platform.Promoted to National Accounts team. One of five candidates selected from division of 45 Account Executives.