Oversee and lead our lending operations teams (Business and Commercial, Real Estate and Consumer).

Oversee mortgage operations of a billion dollar credit union. Continually, improve processes and member experience for 75,000,000 members located throughout the United States.

Provided business management and technology leadership focusing on improving customer service, operations, and fulfillment processes. Responsibilities included managing call center sales representatives, processing, underwriting, closing, and administrative staff.• Grew business from a brokerage business operating in 16 states to a national mortgage banker operating in 43 states. Added branch office and integrated systems and technologies enabling management and control from headquarters. • Implemented pricing and eligibility engine interfacing with LendingTree.com to enable accurate mortgage offers in under 3 seconds. • Trained, coached and managed sales, processing, underwriting, and administrative staff ensuring customer service focus and sense of urgency.• Devised, planned, developed policies and procedures and projects improving operations efficiency and customer service utilizing appropriate technology tools to lower costs. • Implemented customer loyalty and retention programs improving referral and repeat business.• Implemented electronic signatures reducing fulfillment timeline 22% and reduced delivery costs by 70%.• Improved customer satisfaction and overall customer experience by implementing technologies convenient for customer lowering costs by 75%. Improved monthly Customer Service ratings from 3.5 Star to 5 Stars on Lending Tree’s independent Customer Service survey.• Developed and implemented systems, reports and controls tracking origination, processing, closing and secondary market activities reducing loan fallout 35% and increased income $100,000 annually.• Developed policies, procedures and implemented tools to reduce potential for fraud.• Improved call center closing ratios 40% through training and coaching using Socratic sales techniques and managing and monitoring sales activities.

Mortgage Lender operating in three states, one of the first companies to offer online loan applications and exceptional customer service closings in as little as 10 business days.

Consolidator of travel companies bringing together economies of scale for better customer service and lower prices through advanced technology.

Largest tour operator in Florida supporting Delta Dream Vacations and Continental Vacations along with private brand vacation packages and tours.

Lead Mortgage Industry along with the Mortgage Bankers Association in developing Mortgage Standards. Developed web based applications for bankers and mortgage lenders to use in support of the mortgage standards developed. Managed mission critical operations applications and enhancements in the Information Technology and Business Units. Implemented cost saving technology improving efficiency of loan servicing and investor reporting.