• 08/2019 - Present - Lead Project Manager in the Escrow department. • Responsible for entire project lifecycle, from initiation, planning, execution, monitor & control, to closing. • Collaborated with participants to meet product timelines. • Reported and presented to management on project status and completion.• 03/2015 - 08/2019 - Lead Trainer / Policy and Procedure Writer in the Transfers and Conversions department. • Trained Project Managers and other essential personal on Atlassian's Jira software. • Created comprehensive and detailed job process aids and conduct ongoing training on these processes. • Hosted weekly round table meetings for Project Managers to instruct on job processes. • Trained new employees to the Transfers and Conversions department on the entire transfer process. • Train employees on company software including Microsoft Excel and JIRA • Produced client transfer manuals. • Created instruction manuals and comprehensive training courses for employees. • Created and maintain reports auditing transfer project processes. • Automated and maintain, 2600 task transfer project plan and calendar in Microsoft Excel. • Trained department personal on new policies as they were implemented.• 02/2010 - 05/2015 - Supervisor in the Customer Service department. • Supervised and trained customer service personnel. • Handled escalated borrower complaints.

• Assisted indirect agents with applications, activating new phones, and general trouble shooting. • Mentored new representatives on successful customer interaction.

• Followed up on company generated leads for new and refinanced mortgages. • Marketed mortgages through internet marketing and networking.