SUMMARY

• PMP certified bilingual MBA with outstanding track record of significantly increasing revenues, profits, and customer satisfaction for financial services firms.
• Excellent project management, sales and leadership skills with ability to train and motivate staff to peak performance.

AREAS OF EXPERTISE

• Project Management (PMP)
• Budgeting & Planning
• Strategic Planning
• Process Improvement
• Government Lending
• Needs Analysis & Assessment
• Compliance Management
• Sales & Marketing Strategies
• Presentation Skills
• Six Sigma Green Belt Cert
• Change Management
• Applications Development

PROFESSIONAL EXPERIENCE

Regional Manager

Confidential Charlotte, NC

Responsibilities:

• Regional Manager for the Specialty Products Group. Responsible for business development and managing partnerships with builders and factories in the Southeastern United States. Developed territory from under five active accounts to over forty customers. Created strong and profitable relationships with homebuilder retailers and factories.
• Senior Operations Consultant for Retention Operations Quality Assurance (ROQA) group for Legacy Asset Servicing Division. Responsible for compliance adherence and process improvement by ensuring federal loan modification guidelines and updates were followed. Since 2011, responsible for managing project initiatives addressing FHA, FHFA, VA, HFA, DOJ, OCC, CFPB requirements. Ensured new procedures and controls were developed, implemented and documented while adhering to bank standards. Coordinated efforts across internal and external business groups. Used bank standard methods for monitoring and communicating project progress. Analyzed audit findings for underwriting failure reasons and developed improvement strategy to reduce bank risk. Facilitated several vendor management migrations to ROQA.
• Sales manager and builder home loan consultant for the Bank of America and KB Home joint venture mortgage branch. Responsible for supervising up to 8 home loan consultants. Managed team to improve on all key performance indicator metrics (KPI) which included improving: closed loan capture rate from the mid 60% range to over 80%; application capture rate from 65% to over 90%; and customer satisfaction rose from the mid 6’s to 9.1 (scale of 10). Thoroughly involved with builder executives to coordinate strategies and areas for improvement. Coordinated with centralized processing and closing staff of 5 to facilitate loan closings. Worked with loan officers, initiated mortgage market guide distribution, monitored service level agreements with the builder and became a trusted resource. Also developed and delivered mortgage and credit training to KB new home sales counselors.

Production Manager

Confidential, NC

• Production manager for the Carolinas for Lennar Homes owned mortgage company. Responsible for supervising 8 home loan advisors located in 5 cities. Instrumental in improving KPI’s within 6 months for closed capture rate (62% to 80%), application capture rate (65% to over 88%), customer satisfaction (improved 12%), and profitability (10%) Worked closely with Director of Sales and Division Presidents to review pipelines and discuss areas of improvement. Implemented best practices for process improvement. Facilitated loan pipeline closings with Florida based processing and closing staff. Developed coaching plans, identified needed loan programs, and assisted in all areas of production to ensure timely closings. The Carolinas are responsible for generating approximately 1,200 loans per year with loan volumes approximately of $240 million.

Regional Consultant

Confidential, NC

Responsibilities:

• Regional mortgage consultant to national homebuilder owned mortgage company. Responsible for reviewing deficiencies in South Atlantic Regional offices and instrumental in improving KPI’s. Worked closely with division Presidents to identify areas for improvement. Aided in implementation of needs analysis. Region included 30 personnel and aided in identifying and hiring two branch managers, 5 loan officers and 3 senior processors. The region generated over 2,200 loans per year with loan volumes of over 320 million. Average margins were 2.4% of loan volume excluding fee income.

Mortgage Consultant

Confidential, NC

Responsibilities:

• Consultant to subprime mortgage company to implement consultative sales approach to sales force. Aided in establishing new sales campaign. In first month sales were up over 25% from previous reporting periods. The office consisted of 25 personnel with 18 loan officers producing 8.5 million in loan volume per month. Eight new hires were added during this period and all personnel trained in best practice sales techniques.
• Sales manager for internet mortgage lender. Responsible for recruiting, hiring, increasing production, finding new lead sources, training, developing training materials and managing corporate office. Developed effective policies and procedures to increase efficiency of sales force and mentored loan officers to obtain sales goals and quotas. Increased sales by 20% from the previous quarters in addition to developing new training plan. Responsible for hiring 10 loan officers during tenure and established training plan and policy to increase staff from 17 to 28.
• Executive consultant to Texas homebuilder to assess current mortgage operations with the goal of converting a mortgage brokerage to a correspondent lender. Duties included interviewing existing personnel, developing a work plan, identifying new loan options, researching warehouse lines, reviewing policies and procedures, coordinating software installation, hiring new personnel, and developing a marketing and training plan. The homebuilder’s goal was to increase production from 600 units per year to over 1,800 units per year in 3 years. Identified and interviewed branch manager candidates for corporate office head quarters.

Senior Consultant

Confidential, Charlotte, NC

Responsibilities:

• Key member of sales team in $3M contract award. Developed needs analysis and ensured objections were met. Managed engagement with major sub - prime lender recommending business process and system improvements to increase efficiency, control and profitability. Compared industry best practices with client workflows, defined critical success measurements and designed new process flows. Implemented monitoring systems for Continuous Improvement. Produced initial cost savings of over $5M from process redesign and realized an additional $8M upon implementation of customized loan origination system.
• Led an RFP response which resulted in $2M of billable work. Directed group of 30 users for a large financial lender to provide hands-on testing of new servicing software. Developed testing methodology, identified resources, scheduled required tasks and ensured resolution of business user issues producing on-time deployment of system with maximum service gains.
• Led market research to determine effectiveness and cost/benefit of current Internet site for a secondary market online exchange to. Collaborated with client on interview design and data analysis to determine new strategic direction for the exchange.
• Key member of Carolina TSA project to provide project management for migrating federal security changes after 9-11. Reviewed existing security, identified gaps based on new guidelines, facilitated implementation of new design, processes and procedures for NC and SC regional airports.

Area Director

Confidential, NC

Responsibilities:

• Identified process improvement opportunity - loan underwriting redesign resulted in a 20% efficiency increase.
• Closely tracked customer satisfaction metrics and proactively developed improvement programs. Achieved 95+% customer satisfaction ratings against a corporate goal of 90%.
• Opened and managed new mortgage branch for homebuilder in Denver Colorado. Experienced loan growth from $24 million per year to over $100 million per year. Identified, coordinated, negotiated new office move.
• Launched the first satellite branch in the nation in San Antonio and established a new corporate model. Managed to grow office from inception to over $ 65 million per year. Selected to assist in new branch openings throughout the United States including Denver and the Carolinas.
• Became Top Loan Producer nationwide for 2 consecutive years closing over $40 million per year.
• Obtained highest internal capture rate nationwide. Awarded Branch Office Of The Year. Voted Charter Member of company’s President’s Club.
• Extensive knowledge in FHA, VA, conventional and sub-prime loans.
• Grew company to $24M in annual loan volume.
• Profitably merged with larger enterprise.

Manager

Confidential, Austin, TX

Responsibilities:

• Developed successful proposals for numerous multi-million dollar projects resulting in record company sales.
• Managed team of 40 to design and install an integrated licensing system for the State of Texas. Oversaw full project life cycle from conception and design through implementation and Change Management.
• Served as Senior Consultant on design and implementation of a tax revenue system for the Texas State Comptrollers office.
• Became Lead Analyst for development of a comprehensive strategic systems plan to integrate all areas of a medical education facility.