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Work Background
PorchPassVP of Operations and Head of Strategy
Aug. 2023San Antonio, Texas Metropolitan AreaDesigned and launched a comprehensive lending program, overseeing loan operations, funding, risk management, compliance, servicing, and collections for a staff of 20. Drove rapid growth, originating $100M in approved loans in the first year, funding 700+ loans, onboarding 150 dealer partners, and underwriting 5,000+ applications. Led multi-state expansion, successfully scaling services to four additional states beyond Texas. Developed and managed strategic debt capital partnerships, overseeing the originated portfolio to optimize performance and risk mitigation. Built and implemented a custom Loan Origination System (LOS) and Loan Management Software (LMS) to streamline operations and improve efficiency. Applied lean operations strategies, driving continuous month-over-month and year-over-year growth without increasing headcount. Optimized loan decisioning, reducing approval times from over an hour to under 15 minutes (industry standard: 48 hours). Launched a loan servicing platform, reducing loan boarding time to under 1 minute, significantly enhancing operational efficiency. Implemented process optimizations and strategic initiatives, achieving 100% on-time project delivery while exceeding performance benchmarks. Spearheaded the development of company divisions, including manufactured home lending, loan servicing products, and portfolio management, positioning PorchPass for long-term scalability and success.
Salary FinanceDirector of Operations
Jul. 2022 - Aug. 2023United StatesLed all operational functions for a multimillion-dollar fintech company, overseeing contact center, collections, lending operations, partner operations, and risk operations with a team of 32. Established the risk operations department, implementing a fraud risk strategy that reduced fraud losses to zero without disrupting customer experience or loan volume. Implemented contact center client manager with integrated ticketing, reducing average agent talk time by 2 minutes and improving response rate by 18 seconds. Developed a customer complaint tracking system, increasing first-contact resolution to 99% by isolating and addressing key pain points. Utilized lean systems to improve efficiency, maintaining high service levels (92%+) while increasing loan volume with a leaner headcount. Created a comprehensive risk strategy, identifying, assessing, and mitigating key risks in support of rapid business growth.
Credit HumanOperations Manager
Jul. 2018 - Jul. 2022San Antonio, Texas Metropolitan AreaLed a 26-member team, overseeing underwriting, processing, funding, and collections for direct consumer and commercial lending with a portfolio of $130M and a 1.26% delinquency rate. Served as Meridian Link system administrator, automating workflows to improve efficiency and increase profitability. Applied lean operations to improve funding processes, achieving a 200% increase in loan volume and leading the team to a record-breaking revenue year. Developed onboarding strategies, reducing training time by two weeks, and enhancing role-specific training plans. Built a capacity tracking system leveraging Lean Six Sigma and JIT to ensure proper staffing and optimize production—doubling funding output year-over-year without adding headcount. Implemented a front-line risk strategy, achieving zero fraud losses while expanding operations nationwide. Managed vendor and business relationships, optimizing contract value and cutting operational costs by 8% year-over-year.
Farm Bureau BankSenior Underwriter - Commercial and Consumer
Sep. 2012 - Jul. 2018San Antonio, Texas AreaLed a 27-member underwriting team, providing training, policy guidance, and risk assessment support. Underwrote secured and unsecured loans for commercial and consumer lending, handling $50M+ in monthly production and personally underwriting 900+ applications per month for requests up to $250K. Conducted financial document reviews, including cash flow analysis, debt service coverage ratio, and credit write ups. Led portfolio reviews and collections, reducing delinquency by 10% through proactive risk assessment and customer engagement.
Wells FargoPersonal Banker
Jul. 2010 - Aug. 2012
ChasePersonal Banker
Jan. 2009 - Jul. 2010
Heart and Soul Clothing TXBusiness Owner
Jan. 2007 - Jan. 2009San Antonio, Texas Metropolitan Area
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