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Development and enhancement of a variety of curriculum, training programs, and materials using a variety of learning and delivery methods.Coached, Trained, and Developed staff of approximately 115 Mortgage Loan Officers. Measures results/effectiveness of corporate training initiatives.Worked with teams to improve efficiencies recommending improvements and strategies for success, specifically those related to Money Out products and services. Ensures Employee have material to learn jobsRapidly identifies and escalates key issues in complex situations affecting other departments/operations across the Company to present to manager. Analysis. Forecasted, and measured Product parameter gaps, based on Leads Management Reporting Review. Worked with business partners and senior management to optimize legendary employee service and fulfill while ensuring profitability goals.

Responsible for LBP Consumer Call Monitoring for Compliance, Risk Review, and Trend Analysis, as well as Training and Educational purposes for Consumer Agents. Coached, Trained, and Developed staff of approximately 15 Consumer Agents. Analyzed Agent performance through the use of various management tools and reports to determine strengths and areas of improvement. Worked with teams to improve efficiencies recommending improvements and strategies for success, specifically those related to Money Out products and services. Researched and resolved escalated customer service issues received from LBP representatives, or the Chairman's Service Center. Rapidly identifies and escalates key issues in complex situations affecting other departments/operations across the Company to present to manager. Analysis. Forecasted, and measured Product parameter gaps, based on Leads Management Reporting Review. Worked with business partners and senior management to optimize legendary customer service and fulfill while ensuring profitability goals.

Managed and developed team members to be effective customer service agents and to efficiently provide accurate account information.Resolved high profile escalated Customers service complaints and issues resulting in continued and referred business.Scheduled, Research, and Conduct meetings for low and high level senior managers Monitored and provided timely feedback through continually training, coaching, and side by side reviews. Strategized Metric Reviews to improve agent and department Quality Control, Service Level and Sales Goals. Implemented and Conducted Training new and existing agents in policies and procedures. Supervises and leads a small training staff

Identified cross-selling and up-selling opportunities that existed to CustomersDescribed and sold counter offers to CustomersProcessed system approvals and completed follow-up calls upon loan completionObtained credit information needed to process applicationsResolved complex Customer inquires and escalated callsTrained new employees on computer systems, policies, and procedures