Provided strategic consulting and support to leaders across the organization to improve team efficiency and effectiveness with an emphasis on lean management principles Provided change management support to align teams with organizational strategy and technology initiativesFacilitated connections across the organization and the enterprise which enabled impactful problem solving leading to realized business outcomes Helped to design a reward and recognition program to promote and celebrate business impacts within the organization I supported to foster a culture of continuous improvementUtilized the team-based Lean Six Sigma, Design Thinking, and Agile methodologies and automation tools to improve performance by streamlining processes, eliminating non-value add steps, and reducing/eliminating defect rates throughout the EnterpriseProvided lean management coaching at all leadership levels

Oversaw end to end portfolio management functions in a lead role to optimize credit performance, instill operational discipline, mitigate risk and ensure compliance across two high touch special assets servicers along with an additional 3-5 small to mid-tier customersManaged a mortgage portfolio of approximately 1.5Million loans, $200 Billion principal balance for two Special Assets high-touch servicers while still maintaining high performance levelsMember of the first Customer Delivery Team that launched Fannie Mae’s new Way of Working based on Lean Management PrinciplesUtilized new Way of Working principles to drive continuous improvement and operations efficiencies in Loan Servicing starting with internal partners and eventually extending to external partnersWorked with internal/external partners across multiple functional areas as part of a technology sunset project retiring use of an application four months ahead of schedule saving Fannie Mae approximately $1Million

Responsible for managing the performance of distressed loans as part of Fannie Mae’s Special Assets portfolio by assessing portfolio quality, identifying areas of risk, long-term viability and performance, and proactively mitigate potential loss. Quickly established rapport and maintained relationships with my customers through effective on-site engagement, communication, collaboration and support leading to a #1 ranking in Fannie Mae’s servicer recognition (STAR) programHelped manage the growth of one of my customers from 50k units to almost 1.25Million units while still maintaining high servicing levels which ranked them in the top 5 in total workout productionHelped manage the growth of one of my customers from 300 loans to approximately 25,000 over the course of 1.5 yearsWorked with internal/external groups to implement best practices, identify process gaps, and increase operational efficiencies for my customer, external Surveillance Vendor, and Loss Mitigation Strategies & ProductsWorked with my customer to implement a dedicated team to execute Deed in Lieu’s which increased production 10-fold and now places them as a top 5 servicer in DIL workout productionReduced case review times by conducting side-by-side sessions with internal/external Loss Mitigation teams. Implemented process improvements based on these sessions which reduced turn times from 10-14days to 3-5 days while increasing productionIdentified and implemented process improvement with a customer which reduced the referral timeline from collections to loss mitigation from 3-5 days to 1-2 daysManaged and resolved escalated issues from Mortgage Help Centers, Congressional inquiries, and Fannie Mae’s MLS, Mortgage Insurance, and Short Sale Assistance desks Periodically review servicer’s internal procedures to ensure their processes comply with Fannie Mae directives by completing loan level reviews and ensuring timely implementation of directives