Grand Rapids Metropolitan Area
I’m an Operations Manager/Director with an interest in building and maintaining the most efficient workplace possible. For over 14 years, I’ve been implementing new business plans with the best practices and executing them on a daily basis. When I’m not on the job, I love shopping, playing with my dogs, cooking and satisfying my appetite for eclectic foods. If you’d like to learn more about me, please reach out via email at [email protected]
• Manage the interaction with workflow, outside call centers and our proprietary CRM • Analyze quality of leads and outside call centers to focus on improving quality and revenue • Provide overall management support of the company operations
• Created a national network of almost 2,000 signing agents to assist with various types of closings (debt settlement, mortgage loans and refinances, power of attorneys, etc.) • Manage all daily operations to maintain customer and signing agent satisfaction • Maintain accuracy of records for signing agents and customers • Perform all payroll duties
• Created, successfully implemented, and executed several business plans from start to finish • Analyze all daily, weekly and monthly sales and customer service statistics • Uphold all affiliate business relationships • Process all incoming and outgoing revenue and expenditures • Process all incoming mail, email and faxes • Administer all employee meetings, payroll, and paperwork including new hire documents, time off requests, compensation agreements, disciplinary forms, etc. • Conduct all marketing and all marketing research • Supervise the entire organization to remain compliant and profitable • Manage all daily operations for marketing, sales and customer service • Responsible for all Technology needs including phone systems, computers, connectivity, websites and CRM functionality
• Managed fast pace environments • Courteously assisted borrowers, notaries and lenders to ensure customer satisfaction and successful loan closings • Processed, prepared and reviewed escrow and lender documents in accordance with established policies and procedures • Prepared and revised HUD’s by utilizing lender instructions • Ran reports to ensure timely and accurate closings • Assisted in addressing and resolving any complaints or concerns from borrowers, notaries and/or the lender