As the Director of Project Management I lead the ideation, development and implementation of new business initiatives, products and services for UMortgage. Additional responsibilities include the following: * Monitor business key performance indicators to identify potential optimizations.* Collect and analyze data to identify inefficiencies and recommend strategic changes to workflow, processes, development, and facilitation.* Oversee the project intake process based on business needs.*Lead team members to set project scope, desired outcomes, and impacted business metrics.*Lead team members to create scalable initiatives to increase the performance of teams and team members.* Ensure implantation, evaluation, and follow up plans are created and accompany project launches.* Ensure team members have resources to evaluate, modify, add, and/or remove business processes including access to SMEs, process documentation, and policies.* Build relationships with company leaders, team members, external partners, and subject matter experts to understand pain points and business impact.* Shadow various areas of the business to identify opportunities for cost savings, client experience, or process optimization.* Responsible for knowing the core business processes, including interdepartmental dependencies and ensuring team members have resources to understand the business.* Oversee the administration of the organization’s knowledge repositories and feedback mechanisms in collaboration with technology, marketing, and other business teams.* Provide individualized professional coaching and learning experiences for company leaders, team members, mortgage brokers, and clients, as needed.* Keep up with industry trends and identify business development strategies to support and enhance end-to-end client experiences.* Oversee the creation, maintenance, and facilitation of instructor-led courses, virtual instructor-led courses, or webinars as needed on varying topics.

• Developed a mortgage basics e-learning curriculum that was completed by 120+ sales, marketing, and client success team members.• Delivered virtual training classes on industry basics for groups of 60+ sales team members.• Created and distributed post-training evaluations and assessments. Analyzed data and reported on learner experience and completion results to participants and higher-level management.• Created a Monday.com project management workflow that was used for training project prioritization, task delegation, collaboration, sprint planning, team capacity assessment, and material review.• Authored a Learning & Development (L&D) Policy and Procedure Manual for the L&D Team which outlined expectations for project management, material design, facilitation, coordination, and evaluation methods.• Accomplishment highlights:o 90% of learners were satisfied with the mortgage basics curriculum, citing that it was “easy to follow”, “well organized”, “engaging”, and “funny”. o 51% of learners rated the mortgage basics curriculum 5 out of 5 stars. Company Description: Snapdocs is a SaaS company that offers the leading digital loan closing solution to mortgage lenders.

• Established the IT and Operations training programs by implementing standard operating procedures, creating project management workflows, fulfilling hiring needs, and training instructional designers, trainers, and training leaders.• Collaborated with operations senior leadership, quality assurance, and compliance leadership to ensure the delivery of compliant, data-driven training.• Guided and oversaw an operations training team that established and executed initial training programs and developed process guides for 20+ roles. • Accomplishment highlights:o Was a member of leadership on a learning & development team that earned 4 consecutive top-10 finishes on an annual industry ranking of the top training organizations in the country. UWM was inducted into Training Magazine’s Hall of Fame after its first-place finish in 2020.o Managed a team of 17 instructional designers and trainers as they executed the timely delivery of 500+ projects in 1 year with a task success rate of 99.5%.o Established a continuous improvement training program that contributed to a 33% year-over-year reduction in the average loan quality error rate for operations team members. o Oversaw the operations training team which earned an average learner satisfaction score of 96.4% across 263 class surveys in 2021.Company Description: UWM is the nation's #1 mortgage lender.

• Established a Specialty Training Team to centralize oversight and standardize training practices for all role-specific training at UWM.• Developed and implemented the Specialty Training Team’s core operating principles, training standards, evaluation methods, and material design standards. • Accomplishment highlights:o Created a 3-day mortgage basics curriculum that was delivered to all UWM new hires. Delivered the first 12 iterations of this curriculum and mentored a permanent trainer to deliver content. Curriculum earned an average satisfaction score of 96.2% across all post-training surveys from 2016 - 2021.o Re-designed UWM’s 4-week trainer certification program to onboard all new trainers and instructional designers. Delivered the first 3 iterations of this curriculum and mentored a permanent trainer to deliver content. Company Description: UWM is the nation's #1 mortgage lender.

• Created and delivered a set of 32 continuous improvement training classes that were designed to accelerate the development of new account executives. Topics included sales strategy, product offerings, technology, mortgage math, and more. • Delivered over 150 training sessions with as many as 370 account executives participating in each session. • Accomplishment highlights: o Implemented the continuous improvement training program that contributed to a 200% year-over-year increase in the percentage of account executives who closed 20+ loans within their first 8 months on the job.o Continuous improvement classes earned an average satisfaction score of 94% through learner surveys. Company Description: UWM is the nation's #1 mortgage lender.

• Managed 16 mortgage broker and correspondent lender accounts with 100+ key client contacts. • Educated clients on loan programs, products, and UWM processes.• Researched loan guidelines to determine borrower eligibility and answered client’s loan scenario questions.• Taught clients how to use UWM’s loan origination system and guided them through the process of submitting loans to underwriting.• Accomplishment highlights:o Graduated from the sales training program with the highest overall score amongst peers.o Consistently met or exceeded weekly goals for client talk time and contact rate. Company Description: UWM is the nation's #1 mortgage lender.

• Became licensed to originate mortgage loans in 13 states.• Worked with clients to identify loan options that would help them achieve their financial goals.• Accomplishment highlights: o Finished 3rd in the division for new loan setup as a first-month rookie.o Nominated for the top rookie banker award.Company Description: Rocket Mortgage is America's second-largest mortgage lender.

• Achieved sales by connecting with customers, assessing their needs, and encouraging brand loyalty by promoting the company credit and rewards cards. • Monitored daily sales against corporate sales forecasts. Reported progress toward sales goals hourly.• Balanced cash registers after each team member’s shift. Delivered deposits to the bank daily.• Recruited, interviewed, hired, and trained new team members. Taught new team members the basics of client service, store operating procedures, and how to pitch the company credit and rewards cards to customers. • Accomplishment highlights: o Core contributor to store rising 6 places to become one of the top performers in the district for new credit and rewards setup.Company Description: American Eagle Outfitters is a leading global specialty retailer offering high-quality, on-trend clothing, accessories, and personal care products.

• Led a team of 25 client service representatives who handled insurance department calls for 8 mortgage lenders. Calls were related to homeowner’s insurance coverage requirements and management of borrower escrow accounts.• Conducted new hire training on technology, processes, and soft skills for groups of 20+ team members. • Created and maintained detailed performance reports to ensure compliance with client service level agreements.• Delivered daily side-by-side coaching sessions with call center team members. • Accomplishment highlights: o Management and reporting contributed to the department obtaining a nationally recognized call center certification through Benchmark Portal, LLC.Company Description: Known for innovative solutions, collaborative partnerships, and superior customer service, Proctor has been a consistent leader in providing insurance products and services to protect banks, mortgage servicers, and government entities for over four decades.