• Created and successfully implemented a new Quality Initiative (Project Management) by collaborating with processing and underwriting leaders. As a result, the site outperformed the department by increasing customer satisfaction, reducing processor suspend rates, and greatly increasing first-pass yield of final approvals through a robust targeted checklist, data collection, and insightful reporting to both the processing and underwriting departments.• A history of exceeding goals led to being chosen to lead the Center of Excellence team, which handled new construction loans, jumbo loans, wealth management members, company employees, celebrities, general/admiral military officers, employee insiders (VP and above), and company board members. • Revitalized the Underwriting Specialty Resolution (USR) team and established the Proactive Report to assist processors and underwriters identify troublesome loan attributes early and improved the nature of submissions to USR, as well as reduced escalations and late-stage declines, which increased leadership satisfaction of the USR team.• Audits of condominium loans resulted in the highest reason for investor buy-backs. Established the Condo Desk team (Project Management) in conjunction with a condominium vendor and collaboration with Fannie Mae. Built condominium review procedures, training, communication plan, reporting metrics, and created a database of 42,000+ condominium projects, which resulted in zero condominium buy-back requests from investors. • In collaboration with other departments negotiated the contract and successfully implemented the JP Morgan Chase conventional jumbo mortgage product guidelines, procedures, and quality assurance review.• Exception report created to assist underwriting leaders determine if an exception request is viable, thus reduce the number of submissions to the USR team and improved efficiency.

Accomplishments:• Transformed the processing special handling team by implementing a robust management operation system, which resulted in the team being #1 in the department six months in a row with no less than fifth place for the year among 30+ teams nationwide. • On a regular basis successfully communicated high-profile customer loan statuses to an audience of executive directors, assistant vice presidents, vice presidents, and senior vice president.• As a result of consistently high performing teams, was elected to mentor other Processing Managers, thus lifting the department to faster turn times, higher fundings, and excellent member (customer) satisfaction. • Trained and mentored new hire mortgage processors and many performed among the best in the department and were promoted to leadership and business advisor positions. Responsibilities:• Supervise mortgage processors responsible for ensuring complete and accurate loans are produced, and communicating with wealth management members (customers), submitting to underwriting for review/approval, and preparing loans for closing.• Manage daily production reports, load balance workload, plus ensure targets, and objectives are met. • Develop employees through regular training, coaching, and feedback to improve results. • Execute process improvements and lead organizational process changes. • Maintain compliance with policies, procedures, and regulations.

Responsible for sales and marketing of quality assurance software and liability digital recording hardware/software to call centers, law enforcement departments, poison control centers, public utilities, and other commercial businesses.