WORK EXPERIENCE

Confidential

Group Operations Manager

• Manage the Processing Operations for the Consumer Direct aka Portfolio Retention division at SunTrust Mortgage.
• Oversaw four centralized processing sites in Richmond VA, Orlando FL, Maitland FL and Atlanta GA. Each site manager was a direct report.
• Indirectly managed 200 full time associates at our peak level of employment.
• Doubled closed loan production from 11,000 Units YTD 11/2012 to 22,000 Units YTD 11/2013. 3.75 Billion in closed loan volume YTD 2013
• Started a new Operations Site in Orlando, FL in December 2012 and by July 2013 this new site was closing 300 loans per month.
• Previously responsible for managing the 3rd Party Vendor Relationships with two national vendors that processed 50 of Consumer Direct Originations.
• Reorganized the processing management structure as well as the Processor Incentive Plan for 2013.
• Increased closed loan productivity per employee by 50 in one year.
• In October 2013 executed on a strategic decision to close the two sites in Orlando, FL and Atlanta, GA due to the dramatic decrease in new application volume.

Regional Operations Manager Confidential

• Managed the processing operations for the Low Country Sales Market Retail Sales
• Partnered with Sales Underwriting to deliver quality loans to our Closing Hub.
• Responsible for maintaining appropriate staffing levels.
• Managed the new loan set up Team for the Carolinas Market.
• Provided pipeline analysis and closing forecasts to Regional LOB Manager.
• President's Team award for 2009 Top Operations Manager in Service Quality
• The Low Country market was in SunTrust Mortgage's Top Tier for customer service in 2009 2010.
• The Low Country Operations Team placed in the Top Tier for overall performance in 2009 2010.

Confidential

Sr. Business Performance Consultant

• The Business Performance Consultant Team aligns with the Retail Sales Leadership Team to provide strategic consulting and financial analysis to drive sales production and revenue growth with superior service.
• Responsible for performing data and information analysis by understanding sales volumes, forecasting, trends and recommending business solutions as needed.
• Developed and maintained relationships with Sales and Leadership Teams
• Designed and implemented Incentive Plans for mortgage consultants and Sales Leadership
• Analyzed performance results as a recognition and performance management tool.
• Established and managed the minimum performance standards program for our mortgage consultants.

Centralized Operations Leader Confidential

• Managed three fulfillment teams with 10-12 employees per team consisting of Processors, Underwriters, Closers and a Team Leader.
• Improved our sites cost per loan each year from 2003 thru 2007
• Our site led in customer service for four straight years out of 6 operations sites throughout the East Coast
• Conducted annual performance reviews for all direct reports as well as the budgeting of salary increases.
• Responsible for the hiring of processors, underwriters, closers and team leaders.
• Conducted needs assessments for staffing teams using staffing models and load leveling.
• Coached team leaders on how to manage teams including HR responsibilities.
• Responsible for employee development and career counseling.
• Closed 11,187 units for 2.2 Billion in 2007. A 25 increase in units and a 16 increase in dollars over 2006 Closings.

WORK EXPERIENCE

Team Leader Confidential

• Managed a team of ten to fifteen processors, closers and underwriters
• Evaluated monthly profit and expense reports for accuracy
• Trained new hires to effectively process, underwrite and close loans.

Confidential

Project Manager

• Responsible for the completion of a monthly operations review.
• Prepared and disseminated daily performance reports.
• Created a quality monitoring process that translated into a 5 to 6 increase in on time performance for my department.
• Developed reporting tools to measure departmental and corporate performance objectives.
• Worked on the development of web based tools for use throughout the company.
• Participated in weekly focus groups to improve reporting and standardization within the organization.

Confidential

Team Leader

• Managed a 15 member team composed of processors, closers and underwriters.
• Resolved customer service issues and complaints.
• Developed and assembled a team to handle the origination and process of mortgages through a telephone application delivery channel which significantly reduced approval times and costs.
• Performed testing for First Union's Internet origination process.
• Created a manual for printing First Union bank account statements as well as training on its use.
• Created forms using the bank's internal email system to reduce confusion and improve standardization.

Underwriter

• Evaluated customers credit, employment, assets and collateral to determine credit worthiness.
• Reviewed documents for accuracy and authenticity.
• Utilized Desktop Underwriter DU and Loan Prospector LP underwriting platforms
• FHA Direct Endorsement DE Underwriter
• Responsible for underwriting over 50 different mortgage products. Conventional, Jumbo, FHA VA