SWBC Mortgage Corporation

•	Provided technical support to 500+ users, troubleshooting issues and collaborating with teams to implement system changes. 
•	Worked with Branch Managers, Onboarding, and Compliance to setup and disable users within Encompass and corresponding business systems. 
•	Beta tested new software releases, system modifications, workflow tools, and AI platforms. Conducted risk assessments and provided feedback to ensure seamless implementation before releasing to the company. 
•	Revised and streamlined SOPs to reflect best practices and improve clarity and productivity, helping to reduce SLA times.
•	Performed quarterly audits to verify data accuracy and adherence to regulatory standards. Maintained detailed documentation of system configuration changes, branch updates and access exceptions.
•	Contributed to Encompass enhancements by gathering user feedback and recommending system changes.

Encompass Administrator

Believe Alliance

Change starts with ourselves first.   
Our mission is to empower a network of leaders with the tools and knowledge necessary to make lasting change in themselves and the communities around them.

We connect entrepreneurs and professionals who are committed to cultivating and exchanging ideas, information, and opportunities.

“Life is a gift, and it offers us the privilege, opportunity, and responsibility to give something back by becoming more.” – Tony Robbins

Founder

Trained professionals from all walks of life on the principles of etiquette, manners, courtship, and poise.
Taught a weekly salsa class 40+ individuals, motivating them to reach their personal goals.
Competed and placed in numerous professional competitions.

Executive Director | Choreographer

Be Better Business Consulting

We provide Administrative Support, Social Media Marketing, Recruiting, Event Planning and Customer Relationship Management to small and medium-sized businesses.

Project Manager 

Homespire Mortgage

Coordinated with End-users, Department Leads, Third-party Vendors, and Subject Matter Experts (SMEs) to enhance the Encompass platform and improve workflow processes: 
•	Processed change requests and implemented configuration changes
•	Maintained interfaces and custom integrations
•	Built Visual Basic.NET scripts to develop business rules resulting in increased performance and efficiency of the Encompass platform
•	Created custom fields, data entry forms, loan templates, and custom print forms

Worked with HR and management to setup and maintain organizational hierarchy and system access:
•	Managed user groups, user access and rights, personas, and roles
•	Provided access to loan folders, pipeline views, loan templates, file contacts, and other system resources
•	Processed employee onboarding and offboarding, overseeing user access within Encompass and   third-party vendor integration platforms

Supported growth and development of end-users by publishing a bi-weekly ‘Did You Know Flyer’ containing helpful tools and resources to common errors they may experience 

Utilized Asana to develop detailed project plans, set milestones, and track progress:
•	Maintained comprehensive documentation and outlined deliverables within each project
•	Provided weekly status reports
•	Communicated changes and updates to necessary parties 
•	Prioritized and managed multiple tasks, parallel projects, and deadlines

Provided Tier I and Tier II technical support to 500+ employees within the company:
•	Applied FreshService Ticketing software to resolve over 100+ support tickets daily
•	Utilized ICE Resource Center and Ellie Mae Support to find solutions to complex system issues

Resolved common Encompass issues such as:
•	Mavent failures
•	Encompass validation errors
•	DU/LP/GUS error codes 
•	Reset disclosure packages
•	Data entry errors
•	Custom & Standard Form failures
•	IP address issues
•	Re-registering secman.dll / secman64.dll files

Encompass Administrator 

Huntington National Bank

Highly proficient in mortgage regulations, compliance laws, and disclosure processes:
•	Frequently recognized for disclosing loans with 100% accuracy
•	Knowledgeable in TRID, ECOA, FCRA, RESPA, HMDA, etc. 

Demonstrated ability to manage multiple tasks, set objectives, and meet company deadlines

Consistently improved and developed my skills, obtaining more responsibility and experience
•	Increased proficiency and knowledge in a variety of loan programs, such as: Relocation, Construction, Renovation, and Consumer First loans 
•	Trained and mentored new and existing team members 

Demonstrated leadership by making improvements to work processes:
•	Proactively engaged and collaborated with various banking department leads to improve overall workflow with the goal of providing a better customer experience and increasing company revenue
•	Created and maintained excel based tools using advanced formulas and VBA code
•	Developed training materials and published help guides on Huntington's internal site, contributing to a team accuracy rating of 94%
•	Collaborated with management and industry experts to identify ways to cut down tolerance cures and streamline the disclosure process, resulting in increased team efficiency

Loan Disclosure Specialist

Lower

Provided tailored mortgage solutions to clients with transparency and efficiency. Delivered exceptional customer service, focusing on adding value by improving my clients' financial lives and helping them reach their goals.

Competent and professional.  
•	Generated new business and long-term account opportunities through referrals, prospecting, cold calling, and cross-selling existing clients. 
•	Well-versed in a variety of mortgage products, operations, underwriting requirements, and compliance regulations. Utilized my experience and expertise to present multiple solutions to my clients and guide them to the best option to fit their needs. 
•	Experienced with Mavent, Optimal Blue, AUS, Credit Plus, Velocify, etc.  
•	Poised and self-confident speaker. Organized and presented various training materials covering goal setting, overcoming obstacles, active listening, and developing keystone habits. 

Customer & Solution Focused
•	Actively listened to and gathered detailed information about each customer to determine the best program to help them achieve their goals and financial needs.
•	Built rapport and maintained consistent communication throughout the loan process; addressing any questions or concerns in a timely manner.  Consistently achieved 5-star customer satisfaction reviews. 
•	Created customized presentations for each of my clients to showcase the programs available in a clear, concise, and professional manner.  
•	Collaborated with underwriters and processors to aid in resolving mortgage application problems.
•	Analyzed applicants' financial status, credit, and property evaluations to determine the feasibility of granting loans.
•	Reviewed AUS findings to ensure proper documentation was provided and meets HUD, Fannie and Freddie Guidelines.

Loan Advisor

Just Dance Ohio | Oreste Wellness Foundation

Event Coordinator | Instructor

Fred Astaire Dance Studio

Instructor

Experienced Encompass Administrator with 8+ years in the mortgage industry. I have a strong understanding of the loan origination process, mortgage compliance, and technical support. I've used this knowledge to supported teams across the loan life cycle by helping to streamline workflows, solve technical issues, and create tools to improve efficiency.

Skilled in data analysis, project management, and business development. I enjoy improving my communication skills and collaborating with teams to find solutions and build strong relationships with clients and coworkers. 

My long term goal is to lead meaningful projects that drive efficiency, empower teams, and make a positive impact in my work and community.

Currently, I’m growing my skills in Salesforce Administration and Project Management, with the goal of transitioning into a tech-driven role where I can support users, optimize systems, and continue making a positive impact.

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