• Started a residential building/remodeling company and managed day-to-day operations, projects, and records.• Oversaw payroll, tax returns, and accounting to ensure effective processes, strategies, and compliance.• Built strong relationships and communicated with clients, employees, subcontractors, and government agencies.

• Oversaw and supported IT systems, software development activities, customer care, vendor services, quality control and assurance, and product management. • Spearheaded continuous improvement initiative that eliminated redundant systems, resulting in a 25% reduction in cycle time. • Implemented processes and procedures, resulting in increasing customer satisfaction and reducing production turnaround time by 40%, waste by 75%, and errors by 85%.

• Led and contributed to various projects to support B2B Wholesale Mortgage Lending’s Marketing, Sales Support, and Training goals and initiatives (Prime and Subprime).• Trained and supported more than 300 Sales Representatives in software, tools, and reporting.• Created job aides and manuals, documented procedures, and conducted calls and training sessions.• Developed, managed, and analyzed sales/reporting tools, resulting in achieving targeted results of increased customer penetration, account reactivation, or improved data integrity.• Led client database clean-up project which improved data integrity by 90%. • Managed and coordinated special events, including national sales meetings and large management meetings, completed within budget and rated exceptional by management and staff.

• Managed client relationships and teller teams to ensure exceptional customer service, prompt and efficient transaction processing, and the generation of sales through quality referrals. • Hired, trained, and coached teams of 10 Tellers and Lead Tellers to achieve service and sales goals.• Successfully provided trend-based coaching and conducted assessment/deployment meetings, resulting in maximized resources, exceeded service and sales goals, and compliance with audit and operational regulations.• Observed and provided feedback to team members, resulting in strong customer service, risk management, and fraud prevention skills.• Continually analyzed business processes and proposed improvements, resulting in a complete branch remodel and the privilege to test new sales, scheduling, and reporting software.

• Designed and implemented a database for the Design and Drafting Department's designs and drawings.