In this role, I oversee the seamless integration between sales, customer, and technical support to ensure that our customers experience a fast time-to-value. Additionally, I work closely with the sales team to identify potential areas for upselling and cross-selling to existing customers, as well as collaborate with the customer support team to proactively address any concerns or issues that may arise. By ensuring that our customers have a positive and seamless experience throughout their journey with our company, I am able to build long-term customer loyalty and reduce churn. I also lead the development and implementation of customer renewal strategies and processes to ensure that our customers continue to see value in our products and services and remain committed to our partnership.

My role was to oversee the delivery of exceptional customer satisfaction through proactive and responsive actions. I led the coordination of complex projects and implementations, ensuring effective utilization of resources to ensure on-time delivery. Uniquely focused on providing expert training, optimization, onboarding, and support to both new and existing accounts. By leveraging my deep industry knowledge and expertise, I worked to identify opportunities for process improvement and optimization, while also ensuring that our customers received best-in-class service and support. I am committed to driving operational excellence and continuously improving the customer experience.

My role was to oversee the Document Fulfillment Support Services function and work closely with the Lender Success Teams to streamline the live document handling process involved in the real estate loan closing process. I led the efforts to ensure that our customers received timely and accurate document fulfillment support, while also identifying opportunities for process improvement and optimization. By leveraging my extensive industry knowledge and expertise, I worked to enhance our document-handling capabilities and drive operational excellence.

Led the National Title Operations team in developing and executing strategies to support leading industry clients in the acquisition and resale of real estate, leveraging cutting-edge online technology. Our team's efforts were focused on revamping real estate practices to meet the demands of the 21st-century market, working with industry leaders in the iBuying/PropTech marketplaceTo achieve this goal, I implemented a range of improvements that had a significant impact on our operations and performance.* Led team in utilizing online technology to acquire and resell real estate for leading industry clients* Implemented process improvements, data analytics, and best practices for client engagement and relationship management* Recruited top-tier talent and fostered a culture of innovation and collaboration.My leadership and strategic vision were instrumental in driving the success of the National Title Operations team, and I am proud to have played a key role in the transformation of real estate practices for the modern age.https://spruce.co/

As Default Title Operations Manager, I successfully led a team of 3 supervisors and 22 associates across 6 business lines. Default Title Operations consisted of Deed in Lieu of Foreclosure, Fannie Mae REO, and Loan Modifications, allowing me to develop a deep understanding and proficiency in all 50 states and corresponding state regulations.My responsibilities included:*End-to-end file management for DIL closings, including intake order processing via call center administration and offshore teams, as well as 3rd party vendor coordination with counties for recording. * Managed service level expectations for each business line, ensuring monthly goals were exceeded, turn times were met, and document integrity was maintained. * Conducted daily report monitoring and evaluation for all vendor management issues, new orders, workflow exceptions, and title exceptions for all business lines. *Prepared line-specific workflow manuals and job aids and conducted associate training for both onshore and offshore teams.As part of my role, I was responsible for post-closing claims management and coordination, and previously managed high-volume origination accounts averaging 1500 transactions monthly. I gained proficiency in HUD claims processing and servicing through HERMIT and masterfully managed all phases of the vendor management process with a specific emphasis on onboarding and billing qualitative evaluation.Consistently exceeded the expectations of demanding clients in a time-sensitive environment while reducing Quality Control fail rates of executed packages, resulting in quicker recording submission timeframes and the ability to exceed client service goals.

Developed and directed financial operations providing quality assurance and control for this full service precious metals merchant. Responsible for managing all personnel activities which include recruiting, hiring and salary management.Managing budgets and controlling expenses were the order of the day with a keen eye toward international finance navigation of regulations.Specifc emphasis on Mid West USA & West Africa.

As the Managing Principal of both Thomas Financial Group, LLC and Allegiance One Enterprises, LLC, I have extensive experience leading teams in the real estate industry. At Thomas Financial Group, LLC, I led a team of professionals in originating and coordinating private investor loans for the acquisition of discounted real estate, with a focus on making our investor partners wealthy through common sense investments in properties with the highest potential for return in the shortest time possible. Our team's favorite sources of funding included old 401ks, old pension plans, old IRAs, rollover 401ks, and self-directed IRAs, and we utilized our financial planning experience to research, create, and implement simple medium risk strategies with a high level of security.At Allegiance One Enterprises, LLC, our firm specialized in providing residential and commercial real estate solutions for buyers and sellers affected by the current state of the real estate economy. We bought, sold, traded, and financed all types of properties, with a focus on locating prime properties for acquisition in the Dallas/Fort Worth/Houston areas. Our team also handled all phases of the remarketing process, from light cosmetic construction to full-scale rehab, and our marketing efforts were second to none, with homes often selling within hours of our property launches.Through both of these roles, I have gained significant expertise in the real estate industry and have honed my leadership skills to effectively manage teams and drive success.We specialize in locating prime properties for acquisition in the Dallas/Fort Worth/Houston areas. AOE also handles all phases of the remarketing process from light cosmetic construction to full-scale rehab. Our marketing efforts are second to none as we have mastered the art of getting our homes sold within hours of our property launches!Company motto: "Doing It Right The First Time IS Not Having To Do It Again!"

Established multi-unit real estate mortgage closing firm in the Dallas & Houston markets with an empirical focus on customer service and efficient closings. Developed an extensive network of builders, developers, mortgage brokers and attorney's here in Texas creating a one-stop real estate experience in both markets.Supervised 4 District Managers, 17 offices and 64 firm personnel closing hundreds of transactions per month.Managed a network of national lenders also closing refinance transactions in 30 states. Developed training manuals to support the intense underwriting regulations to close successfully in all partner states.

Implemented financial planning strategies specific to complex client driven scenarios. The emphasis of the financial planning practice primarily focused on risk management and capital appreciation. Principally responsible for creating, planning and presenting financial education seminars with the goal of identifying & securing new clients. Position required industry specific licensing and continuing education & training.Series 6, 63, 65, Group I Licensed

Interacted with customers to ascertain needs. Opened deposit accounts, processed loan applications for personal and small business customers. Leveraged in-depth product knowledge to guide bank in meeting pre-established goals. Designed marketing strategies to an assigned geographic area for the purpose of enlarging financial institution footprint in target markets. Offered full range of banking & lending products to both personal as well as business customers from 5 to 50 employees. Subject matter expert in Home Equity & HECM products.Results:♣ Achieved Top 1% in Sales Ranking county wide for 4 consecutive months.♣ #1 in closed Mortgage Referrals within 1 year of assignment.

Supervised 75+ employees inclusive of department managers & supervisors in areas of sales, inventory management and cash handling procedures. Operated 3 floors & 4 departments of a franchise responsible for $5M in annual sales and the #2 flagship in the retail chain. Received routine promotions throughout career to ultimate lead position culminating in consideration for north eastern Regional Manager position. Elevated to De Novo Team for training and setup of new locations in New York, Illinois & Massachusetts.