Michael Zubor Email & Phone Number

Rochester, Michigan, United States

• Promoted to senior operations manager in March 2023; reported directly to the head of mortgage • Directed and managed the disclosure, closing, equity advance, and post-closing teams, oversaw 8 team members in total• Developed a comprehensive team member performance plan, focused on production and client service standards fostering accountability through progressive coaching timelines• Established key performance indicators and devised customized dashboards in Microsoft Excel, facilitating real-time monitoring of each business area’s success metrics• Engineered trackable post-closing processes, resulting in a 33% reduction in post-closing cycle times within a 3-month period• Contributed to the transition from a broker model to a fully delegated retail lender by crafting Standard Operating Procedures (SOPs) and conducting ongoing training sessions for teams on new processes based on investor feedback and quality control reporting• Consolidated and redefined operations roles to remove redundancies, reducing cycle times by 40% while improving close on time percentage by 50%• Developed dynamic pipelines that prioritized work where action was needed providing more cohesive workflows and improved pipeline visibility lowering overhead cost

• Promoted to operations director in August of 2022; reported directly to the divisional vice president of wholesale closing• Directed 7 team leaders who each led teams of 14 closing specialists, oversaw 105 team members in total• Hand picked to work with its 10 largest independent mortgage broker partners to build personalized relationships and to develop custom processes to drive revenue and improve retention• Provided guidance to team leaders on fostering team growth through personalized coaching, training, documentation, and effective interviewing techniques• Developed incentivized compensation plans leading to a 200% increase in team production from 2019 to 2021• Scaled the wholesale closing team from 7 team members in 2018 to over 200 team members by 2020

Detroit

• Promoted to team leader in April of 2015; reported directly to the operations director of retail closing • Led teams of client service representatives, closing specialists and title coordinators, oversaw 16 team members in total• Communicated with escalated clients to provide resolutions to issues that prevented loans from closing• Proactively managed call volume and call answer rates, optimizing staffing levels to meet demand during peak periods• Implemented automated closing procedures, resulting in a 25% increase in overall team productivity in 2018• Reviewed team members’ client communication and developed weekly trainings to improve client service and account management

Detroit

• Recognized for exceptional leadership qualities, earning promotion to the position of team captain in January 2015• Communicated with closing agents, realtors and internal teams to resolve issues with title related documents• Successfully supported the onboarding and development of 45 new team members over a 3 month period• Conducted weekly trainings to support new team members’ development into the title coordinator role

Ann Arbor

• Sold home and auto insurance from leads obtained through direct referrals, lead databases and cold calling• Calculated insurance quotes and explained home and auto policy coverages to potential customers• Maintained a database of prospective customers to track follow ups and policy expirations• Drove new business growth through strategic marketing initiatives, including targeted direct mail campaigns, email marketing efforts, cross-selling strategies, and proactive client meetings, resulting in increased market penetration and revenue generation