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Work Background
Challenger, Gray & Christmas, Inc.Career Transition Coach
Jan. 2023• Provide high-impact career transition coaching to professionals at all levels, including C-suite executives, by developing customized job search strategies, action plans and career marketing materials
• Leverage AI-driven tools, labor market trends and data insights to streamline job search processes, optimize resumes and LinkedIn profiles and enhance personal branding
• Create and deliver the original nationwide webinar, "Leveraging Technology During Job Search – AI & QR Codes," which empowers job seekers with modern strategies that incorporate AI and QR code technology to improve visibility, efficiency and digital readiness
• Facilitate and lead engaging webinars and virtual workshops on networking, personal branding, interview preparation and AI-powered job search strategies that help clients boost confidence and land interviews faster
• Coach clients on executive branding, resume optimization, LinkedIn positioning and referral strategy to reduce time-to-hire and improve interview conversion rates
• Deliver career readiness training for early-career professionals and students using cutting-edge tools like AI resume builders, digital interview prep platforms and automated job-matching systems
• Mentor and train fellow coaches on resume best practices, modern job search tools and digital career strategy to improve team effectiveness and client outcomes
• Earned the highest number of “Excellent” client satisfaction surveys in the history of the webinar department, reflecting a consistent standard of excellence in content delivery and coaching impact
• Champion the integration of technology in job search by introducing clients to ChatGPT and AI-powered job search tools to help them stay ahead in a fast-changing hiring landscape
SourcepointLead Operations Manager
Jan. 2021 - Jan. 2023•Led cross-functional teams of 40+ FTE's across mortgage servicing workflows
•Onboarded and trained all new full-time employees (FTEs), implementing SOP-driven learning programs tailored to investor and regulatory requirements
•Developed AI-supported L&D tools to increase training efficiency and knowledge retention
•Drove a 20% improvement in SLA performance by optimizing workflows and strengthening quality assurance processes
•Partnered with Compliance, Risk, and Client Success to ensure service alignment with FNMA, FHLMC, and FHA servicing standards
•Resolved escalations, improved NPS, and contributed to successful contract renewals
•Managed staffing and workflow across core operations that contributed to key contract renewals, directly impacting profitability and underscoring entertainment payroll relevant experience.
Digital RiskLoss Mitigation Manager
Jan. 2019 - Jan. 2021Florida, United States• Led a remote team of 100+ representatives, managing daily operations, pipeline management, and training to ensure compliance and top-tier customer service.
• Supervised daily operations staff, aligning team efforts with departmental objectives and strategic goals.
• Developed comprehensive SOPs and process documentation, driving operational efficiency and regulatory compliance.
• Analyzed performance metrics, delivering internal reports and risk assessments to support continuous improvement.
• Required in-depth knowledge of FDCPA, Fair Lending, Fair Housing Acts, and related mortgage servicing laws.
• Top Manager each and every month for 2020 and 2021.
Law Offices of Vasa and HuttonDirector of Operations
Jan. 2010 - Jan. 2013Stoughton, Massachusetts• Successfully established a Foreclosure Defense Department, achieving all targets set by the business owner.
• Managed billing operations, automating processes to ensure timely and accurate invoicing.
• Ensured compliance with state regulations and investor guidelines, successfully meeting all process requirements.
• Hired, trained, and managed the Foreclosure Defense team, implementing marketing strategies that generated significant revenue.
Contract WorkParalegal
Jan. 2004 - Jan. 2019Orlando, Florida Area• Provided comprehensive paralegal support on a freelance basis to attorneys seeking to outsource their workload.
• Specialized in multiple areas of law, including Real Estate, Foreclosures, Personal Injury (PI), and Family Law, servicing clients in both Florida and Massachusetts jurisdictions.
• Conducted legal research, drafted legal documents, and assisted in case preparation and management.
• Demonstrated proficiency in managing caseloads across diverse legal fields while ensuring adherence to deadlines and client expectations.
• Maintained a high level of professionalism and confidentiality in handling sensitive legal matters.
• Built strong professional relationships with attorneys and law firms, earning a reputation for reliability, efficiency, and accuracy in delivering paralegal services
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