Head of the Correspondent Originations Product/Transformation Team that focuses on building an exceptional client and employee experience to support the Correspondent Channel.

Head of customer interaction and onboarding for home lending, leading an agile product team• Leading strategy to migrate all incoming/outgoing mail or fax correspondence to digital solutions (digital upload, e-signatures, e-notes, paperless) • Leading all customer interaction channels (digital, text, email, IVR, voice, virtual assistant) for home lending servicing • Implementing personalized email/text communications to customers through various digital channels (chase.com/email/text)

Head of customer engagement for home lending servicing and strategy initiatives for customer operations• Leading all customer engagement channel (digital, text, email, IVR, voice) for home lending servicing • Driving the strategy to convert all letters to new platform for digital email delivery• Creating automated tools for phone agents to delivery complex solutions instantly• Implementing personalized email/text communications to customers through various digital channels (chase.com/email/text)• Completed site strategy move for incoming mail correspondence to save vendor expense and salaries ~$5MM

Head of strategy and process improvement for home lending core servicing• Created and implemented new knowledge management platform for customer service agents that reduced procedure count from 3,000 to 400, provided new user interface, reduced average handle time and simplified taxonomy ($2,400,000/yr save)• Drove strategy to convert customer letter communications to digital ($2,000,000/yr save) and reduced servicing letters by 20%• Customer Experience business lead for completed system conversion and product simplification for home equity product• Site Lead of the Easton Culture Council (3,500 FTE); coordinated team of over 90 volunteers, made significant changes in leadership, career mobility and employee experience; increased employee satisfaction scores by 30% and net promoter by 70%

Manage domestic and overseas production staff of approximately 100 FTE ($3.5million budget) for mortgage and home equity payoff /payoff quote processes, suspense oversight and payment adjustments functions • Designed a process with Customer Service that improved FCR by 70%, CSAT by 40% and decreased AHT by 20%; created first-call resolution for customers by eliminating over 40% of back-office requests ($600,000/yr save)• Improved process with Originations and Investor Reporting by retiming file ($1,800,000/yr save) • Completed reorganization of Default and Performing Payoffs Quotes ($450,000/yr save) • Offshored 23 FTE to Manila in three months ($800,000/yr save)• Reengineered Mortgage Payoff process; reduced process from 42 steps to 10 ($700,000/yr save)• Designed digital touch point for payoff customers - chase.com/payoff ($750,000/ yr save)• Improved Branch Payoff process; reduced process time by 80% in branches ($400,000/yr save)• Site Lead of the Easton Culture Council (3,500 FTE); coordinating team of over 90 volunteers, making significant changes in leadership, career mobility and employee experience; increased employee satisfaction scores by 30% and NPS by 70%2014 - Named “Champion of Chase” – highest award for customer and employee contribution

Managed staff of 25 FTE full time for cash balancing, bank reconciliations and staff of 75 FTE for 1098 project • Executed monthly forecasts and budgets for division of 1,500 FTE and created all senior-level reporting presentations• Coordinated strategic initiatives for Financial Services, driving significant reduction of FTE, overtime, operating losses and postage expenses (over $3MM/yr save) • Reduced 10+ day bank account items from 150 to zero in a month; passed RCSA with enhancements after multiple failures• Automated over 20,000 manually posted payments; reduced back-office work orders by 27%• Designed/tested web applications to ensure compliance with QA and Audit; over 58,000 loans were reviewed from 2008-2012• Corrected over $1Billion in over reported 1098 interest, saving the company over $300 million in potential losses

• Produced all reporting for EMC S/S ($2Billion) and Chase MR’s ($4Billion) portfolios • Generated key operational changes to FNMA, SCRA, and EMC overdraft protection; substantially improved key metric stats• FNMA Lead for JPMCB Asset Sale portfolio(s); produced delinquency, risk and portfolio forecasts

• Resolved client issues regarding, bonds, fixed income, mutual funds, ETFs, CDs and money markets and annuities• Obtained NASD Series 7 & 63 licenses