Genpact

•	Soley responsible for the inception, design, and implementation of an extensive training program tailored to a newly established service area.
•	Gained proficiency in the subject through a combination of self-paced learning and collaborative interactions with Subject Matter Experts (SMEs).
•	Served as the focal point of contact for project updates, ensuring seamless communication and stakeholder collaboration.
•	Demonstrated self-reliance in fostering a culture of excellence by emphasizing "first-time-right" training, and consistently meeting timelines for documentation deliverables.

Assistant Manager - Lending Trainer

CLMC, Inc.

As a versatile freelance professional, I seamlessly blend the roles of an experienced Editor, Operations Specialist, and Training Consultant. With a keen eye for detail and a passion for clear communication, I deliver impeccable editorial support, enhancing content quality and impact. Additionally, I bring my expertise in optimizing operational processes, leveraging technology, and creating training programs that empower organizations to thrive. My ability to wear multiple hats, adapt to diverse environments, and consistently exceed expectations ensures that I contribute effectively to projects and help clients achieve their goals.

Training And Development Consultant

PHH Mortgage

Built and managed an on-the-job training platform for sales and processing staff to provide a true blended learning experience and optimize performance and skill proficiency through hands-on application.  Provided real-time support to questions and systems issues.  Acted as Coach and interim manager providing both group and 1:1 coaching throughout the program and daily micro-learning huddles.  Developed and implemented role-play into the platform to simulate the client experience and instill confidence when dealing with tough conversations. 
•	Led company’s first virtual sales training program at the onset of the Covid pandemic with no advance preparations.  Successfully trained 120 loan officers in a fully remote environment.
•	Liaised with Business Unit leadership on new hire progress and remediation plans for underperformers and implemented the plans using 1:1 coaching, or targeted training as needed.
•	Spearheaded ongoing education “refreshers” and boosters to enhance employee product knowledge and continued professional development
•	Designed training plan targeted at increasing pull through using enhanced sales techniques, time and pipeline management that contributed to increasing pull through from a low of 30% to over 60%.  
•	Introduced Processor “Playbook” to encourage consistency amongst 80-member team which improved customer contact by 10% and NPS scores by several points.
•	Developed MLO training curriculum for rookie and seasoned loans officers to improve proficiencies confirmed via assessments and certification process.

Learning Manager

Corporate Trainer / Sales Trainer

First Republic Bank

Supported eight-member team of Relationship Managers (RM’s) in the processing, underwriting, and closing of jumbo and conforming (FNMA) mortgage loans in accordance with both bank and federal guidelines. 
•	Provided training to Relationship Managers and new operations team members in loan origination system and bank policies and delivery procedures.  
•	Collaborated with all levels of leadership and management for appropriate and applicable decision making.  
•	Focal point of communication to all parties in loan process successfully meeting productivity expectations in a fast paced, high-volume environment with the highest quality and client satisfaction results by providing excellent customer service and maintaining the customer relationship at the highest possible level.
•	Decreased processing time successfully from standard of 90+ days to under 30 days utilizing organizational and project management skills.
•	Increased closing unit numbers and branch profitability utilizing effective pipeline and time management skills without sacrificing product quality.
•	Doubled loan production through educating RM’s on proper loan packaging and ongoing coaching on best practice processes and enlisting team’s support when introducing new organizational systems.

Sr. Loan Specialist

Hamilton Group Funding, Inc.

Trained, supported, and mentored processing team in multi-state branches while managing nine direct reports (processors) in the processing of FHA/VA/Conventional loans and miscellaneous loan products (203Ks, foreign nationals, jumbo).  
•	Participated in monthly onboarding training for new processors which included systems (Encompass) and best practices for quality loan submissions and engaging with internal staff.
•	Produced and maintained all processing reference materials and partnered with IT on automating processes for greater accuracy and efficiency.
•	Partnered with branches on staffing needs including, candidate screening, performance coaching, and how to best utilize staff for optimal operational efficiencies.
•	Reduced processing prior to approval conditions thirty-five (35) to below ten through training and demonstration of best practices for loan submissions and follow-up
•	Formulated pipeline management training procedures, which reduced inactive pipeline of +1,000 loans to zero in less than 90 days.
•	Used gamification strategies in developing processor quality initiative program which resulted in better quality submission and a 10% reduction in loan conditions and improved cross-function efficiencies.

Processing Support Manager / Trainer

CoreLogic

Supervised and mentored 6-member team in the post purchase underwriting of residential loans for major GSE client, Fannie Mae (FNMA) in accordance with project requirements and agency standards.  
•	Provided onboarding training to all new underwriters ensuring understanding in process, procedures, and reporting
•	Conducted due diligence underwriting (pre-fund and post purchase), QC reviews and data capture for several clients including private mortgage insurance companies, major banks, and FNMA in accordance with all agency and project requirements and adhered to quality metrics and quotas.  
•	Implemented remediation training plan for underperforming underwriters resulting in improved performance and no loss in staff.
•	Introduced underwriter reference manual which helped reduce new underwriter “ramp-up” time by weeks and became a facilitator guide for new underwriter training.
•	Acted as Subject Matter Expert in three major areas including contract variances, project approvals and agency Special Feature Codes which contributed to high quality review rankings of 95% and better.

Due Diligence Team Lead

I am a purpose-driven and results-focused leader and trainer dedicated to positive and productive outcomes.

Highlights of my accomplishments include:

Successfully training 120 loan officers remotely in a call center setting using blended learning methods, solidifying their new skill sets.

Spearheading an on-the-job coaching platform that reduced ramp-up time from 6 months to 90 days, generating new loans within the initial 30 days.

Directing a 35-member mortgage operations team while supporting 35 loan officers who collectively broke regional production records with $100MM in production. Received commendable branch compliance audit reviews, demonstrating the team's commitment to productivity and quality.

Designing a sales marketing brochure that significantly increased business and became the regional standard for use. 

My technical skills include proficiency in Microsoft Teams, MS Word, Excel, PowerPoint, SharePoint, Encompass, DU/LP, Velocify, TheWorkNumber, Mavent, Loan Assist, Ops Assist, and a general understanding of Salesforce.

I am equipped to work remotely with a dedicated office space and a reliable internet connection. While I prefer fully remote opportunities, I am open to hybrid roles within a reasonable commuting distance.

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