•Responsible for entire product lifecycle including defining key milestones, overall design, prototype, configure and implementation of new products/product features and capabilities across the customer experience. •Partnered with Enterprise Voice Technology group to migrate the first business line from on-prem voice contact center to Amazon Connect. This included: Contact strategy tool, IVR, dialer, OB IVR, WFO, and digital outreach.•Co-established Enterprise Quality Excellence standards for the implementation of Amazon Connect, including standardization of IT and Cyara test automation. Resulting in 90% coverage of functional automation. •Increased visibility into Contact Center by migrating data to cloud digital artery which allows data to stream into both SQL and NoSQL data lake.•Used customer feedback, cloud watch, and system health to identify pain points and opportunities.•Integral part in transforming a 99% on-site, multi-state staff to 99% remote in a month – response to COVID.•Business technology product owner for Twilio AutoPilot (SMS bot), SMS, and email; responsible for the ground up implementation, overall direction of platform, ensure CTIA compliance, and SOR updates. •Deployed SMS bot to shed calls from IVR -- 3% call deflection during peak COVID inbound volume.•Product owner of EarlyResolution Borrower Portal. An A11Y compliant portal for self-service mortgage payment assistance, upload documents, and e-sign workouts – reducing overall cost to service the mortgage.•Designed in-house, omni-channel compliance/contact strategy tool - decreasing risk and increasing efficiency.•300% increase in agent productivity over manual dialing of unconsented mobile phones with implementation of cloud based TCPA complaint dialing system.•Implemented machine learning data orchestration tool which can create persona based digital outreach journey with plans to integrate with voice including next best action within Amazon Connect IVR.

• Brought multiple teams in sync by creating requirement standards, establishing expectations, and fostering relationships with three critical lines of business and the analytics technology groups.• Established a culture where reports are used to tell the story of what happened and workflow tools to direct work in accordance with OCC directives.• De-risked operations by designing a centralized dialer campaign generation tool to enforce government dialing regulations while increasing the customer experience.

• Led the implementation of CFPB and NSS (government regulations) related to Collections and Loss Mitigation activities across six business lines providing guidance and continuity amongst the teams and matrixed reports. • Improved operational efficiency while decreasing risk by partnering with Operations to review existing processes and providing strategic direction for the systematic implementation of CFPB. • Reduced support costs while making strides down the Technology Roadmap by consolidating several standalone apps by folding the functionality into long-term applications.• Installed IVR call routing requirements for Continuity of Contact of customers and increased customer satisfaction by providing customers with a streamlined channel to Appeal the modification decision.• Developed a process in five decisioning applications that allows a customer to appeal loan modification decisions. Effort required building data mapping to all letter changes on over 1,200 documents used in the overall Home Preservation process. • Created two dynamic denial letters to provide customers with a consolidated letter which provides greater detail for each workout they were reviewed for versus multiple single workout letters.

• Managed a systems design and solution group responsible for 16 highly visible, complex, and evolving tools; provided strategic direction for Collections and Home Preservation tools. Managed and led 11 direct reports.• Encouraged team members to grow outside of their comfort zone by creating safe opportunities.• Improved release efficiency and quality by creating a systems design team to document the requested changes in an FSD used by development and testing. • Created transparency by publishing system integration flows, FSDs, and hosted cross functional requirement sessions. • Reduced company risk by providing consulting services to the Production Support Team to bring all the right parties together to find and agree on a solution.• Represented technology in operational implementation and audit meetings.

• Expanded the Early Resolution platform (SaaS) across multiple business lines to respond to the mortgage crisis, service the needs of customers and reduce risk while managing expenses. • Led a peak team of 100 FTE and contractors with a $45MM annual operating budget.• Recruited and developed talent who would challenge the conventional thinking and commanded the confidence needed to steer a ship through rough waters of the mortgage crisis, in the direction of the long-term vision. • Achieved a 1,000% increase in release throughput by establishing a release management team with the formal structure to endure the rigor of such an increase.• Negotiated and executed several Statements of Work with CSC, the Early Resolution vendor resulting in a 13% reduction in bill rate and assisted in negotiation of the Master Services Agreement with CSC.• Implemented a scalable production support model to provide end users with consistent, reliable solutions and communication tool that was later used as a model for other technology groups.• Eliminated the lost document problem and reduced the time it took to move a customer from one workout to another by expanding and implementing Early Resolution’s workflow to all investors.• Partnered with CSC to overhaul the Early Resolution Collections platform which created more flexibility, better use of screen real estate, and the foundation to seamlessly imbed external applications.• Provided customers with the ability to securely upload documents through the customer web portal.• Created transparency with real-time user-friendly manager drill down reports and transformed a nightly Early Resolution data extract into a Teradata business intelligence repository.

• Managed a team of eight individuals who supported several applications and business lines by working with various vendors and internal development groups to evaluate and implement innovative solutions.• Reduced delinquency by operating a marketing campaign utilizing non-traditional postal methods to reach customers. Created analyses to verify compliance, performance, and marketing effectiveness.• Improved customer contact rate by creating a comprehensive skip tracing process and implementing architectural changes to the tool that creates outbound dialing campaigns. • Decreased inbound call time 15 seconds by connecting new IVR functionality to Early Resolution.• Established a default mortgage online presence which provided customer education and transparency into the home preservation process.• Created an industry first channel for customers to request mortgage assistance with a secure web portal and track the progress of the request.

• Developed and maintained robust set of client applications, automated analytic programs, and ad hoc reports.• Designed and maintained analytic programs and strategic analyses related to customer segmentations, customer experience, and compliance adherence.• Translated data into meaningful commentary and provided strategic recommendations.• Designed, developed, and implemented multi-site applications which provided Agents with a simplistic user interface to collect over the phone mortgage payments and interface with multiple auto-dialers.• Created e-commerce software used by internal staff to collect payments from customers over the phone.