Golden 1 Credit Union

Golden 1 Credit Union is one of the largest credit unions in the United States, providing comprehensive financial services to over one million members. With a strong focus on innovation and member experience, Golden 1 offers a wide range of banking solutions, including savings and checking accounts, loans, mortgages, and investment services. The organization is committed to financial empowerment, community support, and operational excellence, making it a trusted partner for individuals and businesses across California.

Business Analyst

Splitero

After years of significant home price appreciation, many homeowners are asset-rich, but either cash-poor or have less than perfect credit. As a result, they are subject to an inadequate selection of mortgage products. So we built a consumer-friendly product and brand to help these homeowners access their home equity without new debt or monthly payments.

- Pioneered innovative approach to streamline post-closing processes, resulting in improved efficiencies of 40%.
- Reviewed & finalized over 500 closing documents with 97% accuracy to meet compliance regulations and eliminate loan origination issues.
- Coordinated 500+ closings with title companies and escrow providers, ensuring timely delivery of homestead equity documents for a successful close rate by 85%.

Operations Analyst

Better.com

Better is a digital-first homeownership company whose services included mortgage, real estate, title, and homeowners insurance.

- Managed pipeline of 100+ projects using Jira and tracked KPI’s as primary project manager and liaison between borrowers, loan officers, underwriters, and title companies, ensuring efficient and timely loan closings.
- Served as bridge between disparate groups (customer success, sales, product and third parties) to rectify loan issues, devise solutions, and ensure calm decisioning within stressful situations, consistently placing in top 10% out of 600 colleagues across all KPIs (loans funded, file quality, loan lifecycle length).
- Slashed costs and drove continuous improvement opportunities by deep diving into key processes and finding ways to refine and streamline, reducing order processing costs 8.5% and packaging costs by 20%.
- Coordinated and processed mortgage purchase and refinance loans valued at $2.5M.
- Troubleshoot complex and escalated loan files and resolved closing blockers and QC conditions.
- Hired as Account Manager and promoted within the first year to Project Coordinator.

Project Coordinator/Account Manager

ACE Properties

ACE Properties goal is to offer the highest returns on out of state rental property and an extremely easy full service purchase process, so that anyone can invest out of state.

- Closed 90% of all homes, managing escrow properties through Salesforce. Resolved issues and coordinated closing requirements with lender, title company, property manager, investor, and seller.
- Elevated business revenue 25% through new product launches by using Trello to manage investor projects, communicate issues to team, and implement continuous product/process improvements.
- Increased website traffic by 15% in <1 month and exceeded target metrics within 3 months by creating Pivot Tables/Pivot Charts to analyze marketing data and flex strategy as needed.

Account Manager

Newport Group

Newport helps companies offer their employees a more secure financial future through retirement plans, insurance, and consulting services.

- Managed 50+ 403(b) plans using DST Smart Desk database; caught inefficiencies before issue escalation. 
- Restructured Vanguard’s stale-dated check process, presenting proposal that resolved workflow gaps and resolved all stale-dated checks within 2 months.
- Ran 4-person census team, validating private-label partners and proposing changes to reduce data discrepancies.
- Optimized Vanguard’s payroll and distribution request processing to meet SLA timeframes. 
- Created Word template for all Vanguard escalations, empowering ability to complete escalations within 5-business days which ultimately halved total number of escalations.
- Hired as Account Service Representative and promoted within the first year to Client Relations Specialist.

Client Relations Specialist

Physician Skin and Weight Centers

Operations Coordinator

Golden 1 Credit Union benefits from my expertise as a Business Analyst where we've advanced operational efficiency through innovative analytics and process optimizations. My educational journey at Arizona State University's W. P. Carey School of Business fortified my analytical skills, which are now instrumental in enhancing our financial services.

At Splitero, our team championed a consumer-friendly product, significantly improving access to home equity for homeowners. Leveraging my core competencies in customer success and manufacturing process improvement, we orchestrated over 500 efficient closings, reinforcing our commitment to excellence and meticulous attention to detail.

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