• Measure and analyze customer experience (CX) and satisfaction with the Single-Family Freddie Mac brand, policies, technology, and people.• Manage a Voice of Customer (VoC) platform (Medallia) to deliver actionable insights to influence strategy, decision-making, and product development.• Prioritize and drive CX initiatives across the organization and provide strategic leadership to internal and external teams in developing strategies, plans, and metrics to address pain points.• Assess and remediate legal and regulatory risks across a federated contract lifecycle process and implement a governance model to ensure compliance with FHFA Advisory Bulletins and Freddie Mac Corporate, Divisional and Departmental policies.

Managed COVID-19 effort to capture and theme customer, borrower, and employer challenges during the pandemic that drove unprecedented policy changes to keep mortgage market functioning.• Designed and managed an intake process for customer requests to comprehend the business opportunity, risks, and level of effort and advocated for policy, technology, and process changes across the organization on behalf of Single-Family Chief Client Officer.• Prepared resources to inform customer-facing teams of policy and technology changes that will impact customers (e.g., Upcoming Policy Changes, Rapid Response to Fannie Mae changes, FAQs, etc.)

Responsible for creating customer contracts that contain negotiated credit and pricing terms.• Designed and implemented a new contract publication solution that reduced the number of fully negotiated contracts by approximately 60%, and reduced staffing by 12 resources.• Oversaw teams that defined process and technology requirements for an “Agreement” subsystem to store individual terms to enable a menu selection to create negotiated contracts.• Responsible for operational readiness including updated processes, policies, staff training, and user acceptance training before each system release.

Analyzed business functions and proposed business processes to support the vision of “any customer and any loan in a day.”• Redesigned processes to align with new technology solutions that streamlined processes and costs for customers and Freddie Mac.• Created Freddie Mac’s business process design/redesign methodology as a component of the system development lifecycle.

• Oversaw Servicer performance for 50 of the top 100 Seller/Servicers.• Responsible for reducing foreclosure timelines and costs that saved $1.1 million in 2000.• Realized $1.8 million in savings over REO by valuing properties for third-party foreclosure bids.

• Managed loan workout and settlement functions that saved millions annually over REO annually.• Responsible for partnership with GE Capital Mortgage Insurance and Freddie Mac's proactive loss mitigation efforts.• Developed and implemented Freddie Mac’s loan modification program, business processes, customer training and automation of the modification settlement process to support increasing modification volumes.• Developed business requirements for Loss Mitigation Workstation to track and process workouts and Workout Prospector to analyze workout alternatives versus foreclosure.