Responsible for overseeing the daily production, process, and customer service of Seven different lenders - Including calls per loans, total serviced, quality, and procedures/processesEnsuring end user readiness to integrate and adopt new technology and supporting processes in to daily operations.Lead development strategy and deployment in the areas of quality and performance management tools, end user reporting and analyticsOperated as site liaison between multiple departments with responsibility of identifying best pratice opportunities to positively improve the customer experience, operational efficiency, and drive employee engagementContribute operations information and recommendations to strategic plans and reviews, resolve problems, complete audits, and identify industry trends.

Responsible for the effective and successful management of productivity, quality control and customer-service standards. Maintained quality control/satisfaction records and constantly sought new ways to improve customer serviceImproved operational efficiency by developing a systematic tracker to improving scoring productivity Partnered with new leaders during the on-boarding process to ensure cohesiveness and understanding of organizational culture Managed and supported the delivery of local market procedural change and updates Recognized as Point of Contact fo the department with partnering with Quality Team to strategize training and development of the launch of new Quality grading

Corporate Escalations Supervisor -Partnered with vendor partners (Alorcia) for forecasting support of business needsLaunched Change Management Site Development Strategy resulting in over 90 leaders completing Change Management Training Led Employee Resource group as Chairman, was recognized as top resource group in the West DivisionExecuted on talent development strategies for over 85 leaders and frontline employeesManaged and prioritized all production processes for several corporate escalation teams and provided support to leaders to ensure successful implemtation on all production plans