o Led Insurance operations for claims, underwriting, accounts, new business, live chat, front office & back office with a span of 150 FTEo Responsible for workflow & operational readiness to achieve client service level agreemento Maximized conversion targets with increased sales revenue of 180%, 2.7M USD GWPo Recommended process insights to automate single touch point policy administration saving 397K USDo Introduced extraction of net promoter score and centralized dashboard to share improvement insightso Avoid loss prevention, customer complaints, breaches and designed solution with compliance/risk officerso Initiated process improvement projects resulting in monthly soft QNS of 56K USD

• Identified and analyze trends of customer complaints to share insights with Managers and created action plans for improvements• Manage day to day operational readiness of my team• Obtain mortgage loan documentation by ordering credit report, land survey, building appraisal, title, and related information, adhering to all internal policies and procedures while protecting the confidentiality of the borrower information• Effectively communicate and interact with Loan Officers, Underwriters, Borrowers and other stakeholders to obtain information or to seek clarification about documents in the loan file• Identify mortgage loan application and documentation problems by highlighting deficiencies and notifying mortgage loan underwriter• Prepare mortgage loan files by reviewing loan application; clarifying or obtaining additional information and submitting loan application files to underwriting for approval• Continually assess pipeline and timely request, following up on borrower documentation necessary to ensure loan meets product and program requirements