• Operational oversight of Tier 1 supplier, assisting with contract negotiations (multi-million dollar) and key performance indicator (KPI) accountability• Call center operational oversight and performance for multiple site locations (performance, coaching, service results)• Process owner for multiple processes within the disciplined execution risk methodology• Responsible for creating and communicating operational messaging (frontline change management articles & newsletters) to internal partners and suppliers for distribution to stakeholders and respective employees• Prepared content for call flows, email, and text templates for inbound and outbound campaigns internal to USAA and external to suppliers—proficient with USAA compliance and legal approval communication processes• Participated in annual risk and financial assessments of supplier activities, ultimately, determining risk appetite and financial soundness• Operational liaison for the product that included Marketing, tool customization, reporting, and brand recognition activities• Segmentation and market data research for strategic planning to meet and exceed target objectives• Partnered with Marketing and business operations to align RERN product strategically and at opportune times throughout the life cycle of the home buying process• Creation of presentations for internal and external leaders for performance overviews and consultation analysis & recommendations• Regionally responsible for coverage of the east coast of the US for visiting real estate brokers, presenting educational content and promoting program awareness• Strategy and planning of program goals and expectations for sales plan delivery within internal departments across USAA• Supplier quality oversight and process documentation to include handling of Management Identified Incidents (MII)• Model proposals for digital content functionality changes (usaa.com) for increased awareness and enrollments

• Led multiple teams (80+ employees) to assist member-submitted online applications for mortgage and home equity loans• Responsible for direct call center inbound and outbound performance metrics to include capacity planning and workforce management (performance, coaching, service results)• Experience owner of digital processes and internal procedures on handling member requests• Implemented a lead management system, leveraging third party companies to improve speed to lead and efficiency• Tested and utilized several loan-based systems of record for the entire real estate organization• Utilized vendors and internal USAA technical resources to create lead forms on multiple website locations to capture member applications as additional sources of volume• Designed and facilitated sales training for entire department• Set vision and strategy annually to meet plan goals• Designed employee scorecards, objectives, and metric measures for mortgage, home equity, and specialty teams• Responsible for digital web page activity, messaging, and design to assist with product awareness, member experience, and sales funnel completion• Lead generation funnel creation and performance accountability leveraging 3rd and 4th party entities• Implemented chat and member email platforms for servicing and acquisition requests—helped with capturing more member applications online• Analytical rigor—collaborated with analytics teams to create multiple analytical reports, to include system entries & results, and web intelligence for online submission completions/fail rates/page drops for possible redesign efforts

• Managed relationship between USAA and call center suppliers for the Deposits and Mortgage (pilot) lines of business• Responsible for creating change management content and delivering to suppliers• Utilized operational metrics to promote USAA’s direction for sales growth, quality standards, and member satisfaction• Provided analytical support and product knowledge expertise to help resolve issues and implement business solutions• Lead in strategic planning, project implementation, and testing to increase efficiencies and productivity• Increased member adoption of digital tools and utilization to solve immediate and long-term goals• Helped develop fellow employees on the team (mentorship)• Conducted site visits to suppliers to ensure high levels of compliance and accountability• Assisted with contract discussions and amendments of several suppliers (multi-million-dollar contracts)• Documentation of processes for the Deposits product line• Created presentations for executives to report performance overviews and consultation recommendations• Partnered with internal and external stakeholders for training execution, reporting, and process & member engagement opportunities