My background...
I have a proven track record of fostering high-performing teams and driving exceptional operational and financial results. My experience spans across renowned organizations like USAA, PenFed, Caterpillar, and Computershare, where I have consistently demonstrated my ability to oversee operations, lead effectively, and hire, onboard, train, and mentor top-tier talent to achieve great successes. I have also created and built 2 start-ups that invovled serious dedication and determination. With a background in psychology, I find the human mind and how it operates fascinating, which enhances my ability to understand and motivate individuals to reach their full potential.
key areas of expertise
Change Management & Agile MethodologiesOperations LeadershipCustomer Success, Resolution, and AdvocacyHuman Resources Management: Comprehensive experience in hiring, training, onboarding, and offboarding
Start-up creation and operation
operational Achievements
Mortgage Department Leadership: I managed operations and customer service functions for the mortgage department of one of the largest US banks and federal credit unions in the country.Financial Compliance: I have spearheaded process improvements, compliance reviews, and risk reduction strategies
Enhanced customer/employee experience and retention
Led large teams of staff, including managers, supervisors, team leads, and Senior staffTurned around an underperforming department of Senior staff, unhappy in thier rolesDeveloped a remote call center managing over 7,000 monthly inquiriesEstablished a Customer Advocacy departmentManaged a nationwide escalation teamAchieved a 90% increase in employee engagement through focused leadership, new systems and initiatives
Learning & Development
Created and directed learning content for a national mortgage brokerage and facilitated training and onboarding for newly recruited loan officers and employees. I also created a start-up of an adult learning school, which I built content and facilitated classes.
Business/Start-up's and Leadership
Founded, created, and led an adult business school for real estate licensing and continuing educationFounded and created a successfull real estate brokerage firmGuided the executive team of a Caterpillar dealership in strategic development, along with overseeing the Marketing Department and Market Development Managed operational and HR duties, fostering professional growth and achieving high staff retention
In summary...
My comprehensive background in operations, customer service, leadership, and people coaching has equipped me to develop and support talent at all organizational levels. Through strategic guidance, empathetic leadership, and a focus on continuous improvement, I have helped individuals and teams achieve their full potential and drive significant organizational success.
I now bring my experience and knowledge to the private individual, as well as business owners and CEO's. I blend all of my accomplishments into an area to assist you. Let's talk and connect!