• Through the lens of customer experience (internal and external) managed all project phases starting with root cause, requirements preparation to implementation and monitoring success. • Collaborated with cross functional teams that includes Policy, Process, Technology, Risk, Legal, Business Excellence and Implementation teams that incorporated both the enterprise and mortgage policy into a single document that team members and auditors will use to manage risk. • Identified content and created high value interactive Town Hall presentations that were delivered by cross functional SVPs about recent policy changes and opportunities. They set the highest attendance yet at 3200 participants. • Reached over 9060 team member touches where we shared recent changes, validated potential solutions and gained knowledge about opportunities where NUPRM could provide company growth. In 2017 there were 256 credit policy updates of which many of those came by outreach to Sales and Fulfillment partners • Identified and created a solution to minimize risk of loss with a third party system.

• Team lead tasked to understand and simplify the new Financial Reform laws. Allowing the Change Team to successfully facilitate face to face training across 16 states.• Organized Regional teams to deliver multiple training's to 800 people within 2 weeks.• Completed follow-up analytics to identify missed opportunities, provide solution options to the project teams. Regionally nearly doubled the results with comparable regions goals.• Identified business units to solution system issues that were preventing loans from closing.• Advocate of the reducing and simplifying informational methods to improve communications and training's.• Recruited and provided training to a new team member to grow our training support.

• “Chief of Staff” for the Regional Manager, directing a team of 500 spanning 7 states.• Analyzed reports to quickly minimize compliance risks.• Designed and/or delivered needed training to improve growth or reduce defects.• Identified business needs and aligned proper channels to provide service.• Provided coaching and training for our Sales Professionals, Processer’s, Sales Managers and Area Administrators and Managers.• Researched system and process issues, and then implemented the solutions leveraging relationships with multiple business entities.• Influenced strategic partners to drive the regions and companies goal of operational excellence.• Provided training resulting in above average customer loyalty and file quality metrics.• Known as the regions subject matter expert among sales, systems, processes and compliance.• Used a high energy and positive forward thinking attitude to lead the region through a series of changes to include leadership, process and government regulations.• Lead the region to its highest usage of a newly developed application system.

• Consulted technical and sales needs to a Region of 500 employees that included Retail Sales Professionals, Sales Associates, Sales Managers, Branch Managers and Area Managers.• Lead the Regions Training Programs with a focus on Technology to increase sales and improve retention. • Developed and implemented a Regional Sales Promotion resulting in increased referral sources and stronger business relationships.• CRM Software specialist with a focus on customer communication, time management, business planning and lead cultivation.• Designed and Implemented a Business Plan for our National Team.• Received multiple Excellence in Service awards by my partners and peers, as a result received Service Excellence Recognition in 2008.• Collaborated with multiple teams such as the Divisional Implementation Teams (DIT) and Sales and Service Systems Office (SSSO) to train and execute new software or tools.

• Multi-million dollar producer of home mortgages with company leading customer satisfaction while exceeding the company’s profitability goals.• Maximized customer cross sell opportunities using comprehensive interviewing techniques. • Created a network of business partners to achieve sales goals.• Collaborated with Fulfillment team to close loans on time. Success was a result of significant communication to assure all the details were completed and promises kept.