• Manage implementation for identifying process improvements including development of program scope, goals, and project plan. Drove operational buy-in and captured participation from support functions. • Align with key stakeholders to conduct needs analysis and gather best practices. Manage timelines and track against project deliverables. Facilitate stakeholder meetings, address new cases, delegate tasks, communicate updates, and identify key risks and issues. • Identify processes that result in unnecessary and redundant work flow. Conduct research to determine if a technical solution exists with focus on elimination of manual processes. Met with stakeholders to outline technology solutions and obtain approval for implementation of automated process. Delivered project plan resulting in three full time employee savings. • Maintain knowledge base and focus on corporate, industry, and federal compliance ensuring mapping of controls and defined metrics. Review open events to create and modify Failure Mode Effects Analysis (FMEA) prioritizing risk within a process. • Ensure continuous improvement plan identifies action items. Develop and maintain Swimlane (process map) for existing process, finalize process roadmap, current state and future state blueprint and align on priorities. • Perform customer empathy sessions defining “pain points” and creating further alignment with technology partners driving automation solutions and process enhancements. Initiate digital solution product demonstrations documenting further alignment with ideal end state agenda. • Develop associate and vendor transparency by designing vendor metrics and survey incorporated into monthly vendor performance scorecard. Onboarded fifteen attorneys to preferred vendor network ensuring execution of Letters of Engagement and assessment, finding remediation prior to introducing to business. Drove contracting efforts and project planning to service specific loan portfolio.

• Developed and led multiple strategies to achieve efficiency gains in Post-Closing processes paving the way to department Destination Economics. • Facilitated efficiency gain activities and continued to refine process post launch. Streamlined Post-Closing QA process identifying redundant testing processes across functional departments. Initiated and oversaw transition of control reporting requirements. • Implemented software tracking platform (Cogent) to facilitate efficient reviews and reporting. Maintained critical testing components for elements not duplicated elsewhere. Used targeted analysis to confirm low defect rates and corresponding impact to develop a sampling strategy for the remaining documents that would still receive Post-Closing QA. • Managed three operation teams consisting of 30+ associates. Gathered team feedback, analyzed comparable organizational roles, and evaluated need to re-evaluate job levels across team. Partnered with HR and leadership to further define job role, codes, descriptions, and implementation of new levels resulting in majority of team being re-leveled.• Drove development of career development plan providing associates with defined path to next level. • Perform mid-year and year-end performance reviews. Represented associates in performance calibration sessions, completed development check-ins, year-end performance review conversations, and yearly goals and objectives. Handled HR and Associate Relations escalations. Performed hiring and exit interviews. • Maintained effective monitoring and controls across processes ensuring documented requirements and controls. • Spear-headed effort to align scoring methodology with quality functions. Facilitated multi-month project by identifying multiple resources required to efforts; translated existing quality ratings into standardized categories, and re-defined category definitions

• Oversee daily operations of Mortgage Net Branch. Managed associates and pipeline to ensure deadlines were met. Managed origination of Conventional, FHA, VA, USDA, and Texas Cash-out loans.

Licensed Texas Real Estate Agent serving the greater DFW area. Currently inactive as I continue to pursue my career in the Mortgage Industry. I have a passion for the Real Estate Industry and continue to stay current with the current market, industry requirements, and education requirements.