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Work Background
TaxRisePerformance Manager
Sep. 2023 - Oct. 2024Irvine, California, United States• Team Management: Managed 50-person team across four departments, improving case processing efficiency by 68% and reducing compliance errors by 90% within the first year. Developed and executed employment engagement strategies such as contest and monthly cadence to increase productivity and culture. • Process Evaluation: Regularly assessing the effectiveness of existing procedures and systems for developing and implementing strategies that improve organizational effectiveness, enhance employee engagement, and support leadership & employee development. • Reporting and Metrics: Preparing comprehensive reports and dashboards that track case processing metrics, team performance, and individual contributions, as well as overall key performance indicators (KPIs). Successfully developed a dashboard that streamlined pipeline management and increased touchpoints within 15-30 days within first 45 days • Data Analysis: Analyzing data to uncover trends, instances of non-compliance, and opportunities for process optimization, thereby driving informed decision-making. • Performance Evaluation: Utilizing data-driven evaluations to assess departmental performance and the efficiency of the case management pipeline. • Coaching and Development: Establishing systems to identify underperforming team members and providing necessary coaching, training, or other interventions to enhance their performance. Increased volume by 20% per case manager. Created individual career growth plans successfully promoted 10 entry level employees to case managers and successfully promoted 6 Team leads to Supervisors. • Technology Integration: Leveraging and introducing new technologies to streamline operations and achieve company objectives effectively.
Mr. CooperProcessing Manager-Consumer Direct
Jan. 2020 - Sep. 2023Santa Ana, California• Led a team of 22 loan processors to exceed company KPIs, achieving 544 loans processed per month out of a pipeline of 1,500 increasing funding rates by 35% within 6 months Ranked 5th in the company within 6 months and 3rd in May 2022. • Collaborated effectively with sales production staff and internal/external departments to establish loan performance expectations and ensure quality assurance. • Managed team objectives and KPIs throughout production cycles, consistently meeting or exceeding performance targets. • Provided coaching and feedback to direct reports, enhancing team performance and productivity. • Monitored and improved daily processing cadence to optimize efficiency and workflow. • Served as the primary point of contact to resolve customer escalations, ensuring high levels of customer satisfaction. Supported processing team in conducting thorough secondary analysis of applicant's financial documentation to confirm loan eligibility. .
Paramount Residential Mortgage Group Inc. (PRMG Inc.)HECM Processing Manager
May. 2018 - Jan. 2020Corona, California• Built and established the new HECM Operations Department, emphasizing strategy, development, and deployment of innovative processes to enhance efficiency and reduce costs while improving loan quality and ensuring strict compliance with company and HUD guidelines. • Successfully led the launch and integration of the Reverse Vision system to Encompass, serving as the liaison between internal teams and external stakeholders. • Secured the Principal Agent relationship for the HECM Product through effective leadership and strategic initiatives. • Managed recruitment, hiring, training, performance management, and continuous development of direct reports to foster a high-performing team. • Oversaw workflow strategies and implemented enhancements to streamline operations and improve productivity. • Developed and documented Standard Operating Procedures (SOPs) to standardize processes and ensure consistency within the division. Increasing profitability by 35%.
American Advisors Group, Inc. (AAG Reverse Mortgage)Retail Processing Manager
Sep. 2015 - Apr. 2018Orange County, California Area• Led a team of 13 processors, achieving Top Processing Team accolades for the years 2015 and 2016. • In 2017, selected to lead and train 4 Team Leads, 20 processors, and the Director of Processing to successfully launch the Austin Operations Site. • Collaborated with cross-functional leadership teams on strategic projects and initiatives to enhance residential lending operations. Increased volume by 35% and profitability by 45%.
American Advisors Group, Inc. (AAG Reverse Mortgage)Processing Supervisor
Aug. 2013 - Sep. 2015• Manage the recruiting, hiring, training, performance management and continuous development of all direct reports.
• Monitor and maintain established service level agreements; adjust processes and procedures when necessary.
• Identify deficiencies in processing procedures or processes, and implement changes to improve and maximize employee performance and service.
• Monitor staff processing volume and adjust for workload distribution as necessary.
• Ensure that employee metrics and goals are met as they relate to defects; manage, coach and provide regular feedback to staff as it relates to achievement towards metrics and goals
GMAC Mortgage LLC/ Greentree MortgageSolution Specialist
Mar. 2012 - Aug. 2013• Successfully oversaw the launch, hiring, and training of the Closing Team at the Burbank Office. • Provided comprehensive training and ongoing review of new employees' work for accuracy during their first ninety days, focusing on all closing functions. • Managed relationships with 3rd party outsourcing processing vendors to identify workflow inefficiencies and improve operational performance. • Mentored processors to enhance process flow, achieving a turnaround time of 45 days for mortgage closings. • Resolved issues related to title and underwriting to facilitate smooth pipeline movement for processors. • Handled customer escalated issues, ensuring superior customer service and satisfaction through diligent documentation and resolution. • Selected as one of three Solution Specialists to oversee the successful launch of the Dallas Operations Center, ensuring seamless operations, system integration, and training on the first day.
First American Title CompanyEscrow Assistant
Jun. 2010 - Mar. 2012• Resolved and cleared curative title issues for major accounts, ensuring compliance with regulatory requirements and client satisfaction. • Conducted comprehensive training for all new hires, emphasizing accuracy and adherence to company standards. • Provided individualized training sessions for associates who did not meet minimum standards, refreshing their understanding of current policies and procedures to improve performance and effectiveness. • Executed additional duties as assigned, contributing to overall operational efficiency and team success.
Countrywide Home LoansOperations Manager /Processing Manager
Apr. 1999 - Oct. 2008• Held multiple positions during tenure, contributing to a comprehensive understanding of mortgage operations. • Managed a pipeline of over 400 loans per month across three production branches. • Earned recognition as the Top Processing Manager in the Region for consecutive years, 2006 and 2007. • Led a team of 10 processors, overseeing their training and continuous professional development. • Pioneered pre-underwriting of files prior to processing team assignment, ensuring consistent closure within a 21-day Turnaround Time (TAT) from application to funding. • Collaborated with Senior Management to develop and implement policies and procedures supporting retail loan production. • Significantly increased monthly funding from $10 million to $30 million through strategic initiatives and operational efficiencies.
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