Responsible for collaborating with internal business partners to enhance operations by utilizing customer journey analytics software to generate actionable recommendations to increase digital application, improve default customer solutions, reduce operational costs and minimizing customer churn.

Manage the current state of sales performance while tackling annual goals that prepare and define the future state of the sales performance and leasing experience company-wide.Responsible for portfolio leasing and sales performance, including the overlap of customer experience creating and driving strategic processes to improve performance.

As the AVP of Marketing Originations Customers Service Channel Manager, acting ambassador for development and partnership between the marketing, sales, and customer service relationships. Primary KPIs were increased lead generation though process optimization and increased lead-to-lock conversion through improved agent sales techniques and customer benefit identification.

Represented bank at public-facing events, legal proceedings, and government sponsored activities. Served as corporate witness in small claims, depositions, mediations, district, state, and federal courts in cases ranging from fraudulent claims, breach of contract, bank dissolution / acquisition / FDIC control / receivership, representation and warrantees, pooling and servicing agreements, trust beneficiaries, reverse mortgages, to mortgage loan securitization.

Analyzed, negotiated, and closed strategic partnerships, as enterprise-level and national franchise relationship coordinator, incorporating online registration and database management system for specialized school clients with revenues ranging from $50K to $1M annually. • Designated as team’s enterprise-level strategic partnership and national franchise relationship coordinator by prospecting and closing 2 largest contracts, accounting for over 25% of total annual closings.• Generated sales reaching 240% over quota at $100K+ revenue within first 5 months by creating customized sample databases and presentations for large specialty schools. Negotiated terms with 5+ month sales cycles.• Exceeded quotas in Q1 and Q3 2009, achieving $150K+ through closing large contract with CPR training school and 2 day-care facilities.

Managed, trained and mentored new hires, maintaining detailed and accurate production reports, vetting new potential partnership opportunities, and ensuring entire staff is updated with new product / guideline / market / corporate / mission changes. Supervised 20 – 34 remote account executive direct reports in CA, WA, OR, AZ, UT and CO.• Trained and mentored new hires through one-on-one sessions on technology troubleshooting, product details, and sales techniques. Performed annual reviews, assessing performance based on actual dollars and customer experience.Customer Account Executive 2005 – 2006Facilitated support for entire joint venture platform. Provided technological training for initial underwriting system, loan product specialist, and joint ventures with mortgage brokers.• Established Indymac JV branches in Solana Beach, CA, Sorrento Valley, CA and Detroit, MI. Trained staff on IndyMac systems, processes, products, and access as single point of contact.Customer Account Executive 2003 – 2005Managed largest southern California customer, DHI Mortgage.Operations Support 2002 – 2003Created Indymac Bank Homebuilder Division LSS Ops Support Training Manual and Indymac Bank Homebuilder Division Scheduler Training Manual; detailed materials used as efficient training for new employees.