SUMMARY:

• Specialist with 11 years of experience in a corporate environment; 7 years mortgage/banking experience; 4 year focus specializing in and development; expertise ranges across people management, customer experience, financials and banking, regulatory operations, project management, policy and procedures, information security, adult learning theories, communication and presentation.
• Created and executed multi - phase programs and single edition sessions.
• Crafted strategies and plans for high volume business, utilizing current adult theories and multi-faceted approach
• Conducted multiple leadership/team building sessions ranging from individual contributor to executive level management
• Teller manager, supervising 3-5 colleagues; hiring and new colleagues in a high traffic, referral focused branch; cash handling up to $250,000, branch operations leader
• Mortgage referral, home equity application and closings, account openings, account maintenance, credit card applications, wealth management referrals, sales tracking and sales goal oriented.
• Over 7 years of mortgage experience, ranging from: call center, loss mitigation, foreclosure, loan processing (loss mitigation),, credit bureau reporting and investor guidelines
• Managed all Learning and Development for 6 regulatory projects, impacting 1500 employees; provided scope, analysis, plans, tracked risks, coordinated efforts across business lines, worked integrally with subject matter experts, created materials and facilitated s
• Developed new processes to solve current issues, problem solved through initial Phase I roll-outs and seamlessly incorporated various aspects of and into established project scopes and timelines
• Competent Leader from Toastmasters International

EXPERIENCE:

Director

Confidential

Responsibilities:

• Provided new hire, orientation, safety and cross to all new and existing team members in a high volume, high sales focused environment.
• Coordinated and executed long range plan, matched with monthly leadership and store focuses
• Part time assistant store manager; responsible for running shifts smoothly while maintaining speed of service levels, labor initiatives and upholding all safety and handling procedures.

Instructional Designer

Confidential

Responsibilities:

• Created and constructed presentations, facilitator guides, job aids and learning activities for various projects
• Entrepreneurship, Entrepreneur Capital Building and Interviewing.
• Materials been utilized for community classes, adult and university communication

Specialist

Confidential

Responsibilities:

• Primary on-site trainer for 500+ employees, 1 of 2 coordinators supporting 2500 employees located across 11 states, branching across various business lines
• Managed all project management for over 7 high-focus, regulatory based projects; trained over 3,700 employees, gauged information transfer, determined proficiency, created effective evaluations and feedback to the project lines

Relationship Manager

Confidential

Responsibilities:

• Managed a portfolio of over 300 customers; responsible for prioritizing daily and weekly work flow to meet business deadlines and to maintain compliance, while delivering an exceptional customer experience and preventing foreclosure
• Front-end processing for all customer intake: pulling titles, requesting tax returns, investigating liens, collecting all personal financial documents, credit bureau reports all within a timely matter, adhering to all guidelines
• Responsible for orientation of new colleagues, creating job aids for new and existing processes, creating supporting materials for new process changes and implementations

Consumer Counselor

Confidential

Responsibilities:

• Manager-selected group of 4 colleagues, functioning autonomously; focused directly on high risk 2nd mortgages in large foreclosure areas; encouraged to use non-traditional methods to prevent charge off and foreclosure
• Front-end processing for all customer intake: pulling titles, requesting tax returns, investigating liens, collecting all personal financial documents, credit bureau reports all within a timely matter, adhering to all guidelines
• Team and process built from the ground up; emphasis on innovation, flexibility, documentation of procedures, consistency and creativity with strategy