Here, I manage a $11B loan portfolio and lead a high-performance team to deliver Award-winningcustomer service including regulatory compliance ensuring compliance by resolving borrower inquiries and complaints (CFPB escalations). Mitigate risk through process improvement and diligent reportingwhile supporting internal departments and stakeholders.➥ Built and documented mortgage servicing procedures, enabling cross-training, consistency, andpassing quality audits.➥… Show more Here, I manage a $11B loan portfolio and lead a high-performance team to deliver Award-winningcustomer service including regulatory compliance ensuring compliance by resolving borrower inquiries and complaints (CFPB escalations). Mitigate risk through process improvement and diligent reportingwhile supporting internal departments and stakeholders.➥ Built and documented mortgage servicing procedures, enabling cross-training, consistency, andpassing quality audits.➥ Formalized KPI’s for the team, implementing matrix around customer satisfaction, call answer rate, MERS accuracy, boosting team performance, and earning service excellence awards. ➥ Empowered team to achieve Service Excellence Awards, December 2021 & reoccurring byimplementing a SMART goal matrix for customer satisfaction, call answer rate, and MERSaccuracy, boosting team performance. Show less

I was appointed to manage complex foreclosure processes with significant financial and reputational risk while leading a team of >30. Providing subject matter expertise on risk assessments and control recommendations. Collaborated with internal departments to identify and address risk issues, leading to the development of effective mitigation strategies.➥ Promoted to Loan Administration Manager 3 (AVP) in 2013.➥ Selected for the prestigious Extraordinary Leadership Program… Show more I was appointed to manage complex foreclosure processes with significant financial and reputational risk while leading a team of >30. Providing subject matter expertise on risk assessments and control recommendations. Collaborated with internal departments to identify and address risk issues, leading to the development of effective mitigation strategies.➥ Promoted to Loan Administration Manager 3 (AVP) in 2013.➥ Selected for the prestigious Extraordinary Leadership Program (2016), demonstratingleadership potential.➥ Pioneered claims process analysis, recovering $1.7M in foreclosure losses by identifying non-compliance and driving process improvement.➥ Restructured foreclosure process, slashing backlog of >$200k in delinquent loans, throughteam segmentation, exceeding sales reporting goals, reducing the post-sale backlog to 13%, andminimizing audit risks.➥ Achieved consistent 100% sales reporting and exceeded routing goals by 10%, streamliningworkflows and reducing errors through automation. Show less

I was instrumental in galvanizing a $700K reduction in foreclosure claim losses in 2008-2009 while fostering a low staff turnover rate of <1%. Notably, marking the first time such a feat has been achieved in this role.

I directed efforts that reduced foreclosure claim losses in 2007-2008 delivering $978K in cost savings.