• Operated a photo booth used for trade shows, conferences, and customer events.• Greeted participants, responded to inquiries, and ensured consistent delivery of the company message• Managed transportation, setup, and teardown of exhibit booth resources to various trade shows, conferences, and customer events.Other responsibilities included, but were not limited to: Account Management, Relationship Management, and Helpdesk Concierge

• Assisted in planning, budgeting, and forecasting to ensure appropriate and effective management of the company's finances• Created and maintained financial databases• Prepared and maintained accounting records, accounts payable, and accounts receivable• Reviewed and approved all payments• Assisted with internal audits• Investigated and resolved discrepancies in account activity

Managed all aspects of mortgage servicing risk analysis, made risk recommendations, implemented action plans to mitigate risks. Led the process design, testing, and successful implementation of an automated Anti-Money Laundering (AML) system to ensure compliance with BSA/AML requirements. Forged strong relationships with business partners to assist in identifying potential risks• In my last year, I identified 43 process improvements that improved efficiency and resulted in over 3 million dollars in direct savings• Over the period of a year managed a controls documentation and risk mapping project that discovered over 80 risk areas that had no effective controls then led efforts to design effective controls. • In 2017 revised OFAC and FinCEN 314(a) screening procedures for greater efficiency resulting in a 50% reduction in processing time with increased accuracy• Over a 3-month period, implemented improved OFAC, FinCEN 314(a) and Fair Servicing reporting resulting in clarified communication of data to executive management• Ensured Loss Mitigation department was compliant with Fair Servicing by collecting government monitoring data (HMDA) for MHA modifications

Managed all aspects of mortgage servicing remediation projects while delivering completions ahead of schedule. Maintained enterprise risk framework awareness and risk management philosophy with operations project teams, executives, and the business controls organization. Accountable for knowledge and implementation of OCC and CFPB rules and related regulations including ECOA, FCRA, FDCPA, UDAAP, TILA, as well as others to successfully support remediation of customer issues. - Improved cross-organizational relationships as the key liaison between business units on over 50 internal and external audits and exams resulting in a 30% reduction in negative findings- Crafted targeted communications designed to convey information concisely which decreased response time and increased response accuracy preventing fines and other penalties - Employed a risk framework to report and successfully remediated 22 potential problems with government regulatory agencies as well as investors

Ensured underwriting met policy guidelines via the QA of 100% of GSE underwriting decisions. Supervised 5 managers and teams of over 100 permanent and contract underwriting quality analysts across 3 time zones. Enforced and maintained compliance with travel and expense policies for myself and my teams● Consistently detected failures in an average of 25% of underwriting decisions and protected the bank by returning and remediating those decisions● Generated SIAIs where appropriate● Over a 3-month period, built and managed 5 quality analyst and special projects teams that consistently scored in the top 25% among approximately 40 such teams in the company● Created a call quality scorecard and improvement process which raised vendor performance with a 20,000 call per month volume from 48% compliance to 96% in a 3-month period

- Managed a team of 10 Operations Analysts responsible for being the single points of contact for mortgage loan servicing customers- Upheld key performance metrics, training, and associate readiness while managing a low turnover rate

- Served as the single point of contact for SCRA protected mortgage servicing customers and delivering over 95% positive customer service ratings

- Originated and funded over $100 million in mortgage loans and maintained an application to funding ratio in the top 10% of mortgage loan officers in the company

- Responsible for the preservation, inspection, marketing and sales of repossesed manufactured homes while maximizing recovery amounts.- Building and maintaining relationships with wholesalers, retailers and manufactured housing communities to more effectively market inventory.- Raised recovery rates from 27% to over 42%.Increased sales by 15% in a nine-month period.

- Created, organized and presented data for the monthly retail statement review for the CEO and senior management.- Created the current format for a fully Internet-based internal customer satisfaction index tracking and reporting system.- Created and administered the Internet-based HomeTrac program, which tracked all aspects of home setup and delivery. - Created training materials and led training classes nationwide for HomeTrac.- Managed all aspects of a promotional program partnering with Best Buy Inc. This included arranging, purchases, delivery and payment for 8 factories and over 100 sales centers.- Conducted market research and prepared presentations for national sales, manufacturing and marketing meetings.- Managed a 10-person team responsible for all aspects of warranty service for manufactured homes. Responsibilities included scheduling, parts, retailer relations, outside contractors, tool inventory, travel expenses and fleet vehicles.- Maintained a customer satisfaction rating of over 90%.- Responsible for a $75,000 monthly budget that included accounts payable and payroll.- Responsible for retail sales and financing for manufactured homes.- Created innovative and successful sales promotions.

- Automobile sales- Created and managed local advertising campaigns