Morton, Illinois, United States
My results-driven and strategically-minded approach to leadership has been displayed across my career of outstanding performance within multiple industries and roles. I have repeatedly demonstrated my expertise in sales and have extensive experience in targeted marketing campaigns .I have proven ability to balance multiple, simultaneous priorities while navigating complex requirements and hard deadlines and I am committed to the delivery of superior customer service and outstanding product expertise across all client interactions.
Throughout the course of this position, I have been able to lead branch team members to meet operational and sales goals through onboarding, coaching and training in adherence to regulatory, security, and audit requirements. -Drove change and training initiatives to improve Quality of Risk Management (QRM) scores to reach audit level of 100%. -Collaborated with internal lending partners to achieve 116% of of home lending goals during tenure. -Supported company objectives through collaboration and communication with investment partners to achieve 171% of revenue goal . -Graduated regional leadership program and instituted an employee recognition program to increase Employee Survey Scores and retention. -Coached and led staff to achieve 5 Star Rating for Customer Service Scores.
While acting in this capacity I had full accountability for engaging with a diverse, large-scale population of clients spread across the state. I used a myriad of community outreach and direct marketing initiatives to promote services and awareness and was a subject matter expert (SME) for a full inventory of highly-specific products. Some key accomplishments in this role: • Operated effectively in an independent role with little-to-no daily oversight while balancing a high-volume task load and hard deadlines. • Recognized for exceeding nation-wide averages by achieving a 64% contact rate and 42% appointment rate. • Played an instrumental role in attainting 100% repair rates for assigned rural areas by spearheading a comprehensive repair program. • Selectively appointed to head mobile repair initiatives for affected air bag inflators across the entire affected model line.
During my time operating in this role I led a portfolio of clients throughout across all aspects of the loan lifecycle from initial loan application generation through to loan processing and underwriting. Some key accomplishments in this role: • Repeatedly recognized and awarded for maintaining a 100% pull-through rate, 95% retention rate, and a 95% customer satisfaction rate. • Achieved and perpetuated 82% net promoter score. • Owned full accountability for managing customer relationships for a 1K+ population of retained clients. • Drove brand loyalty, generated repeat business, and fortified the client referral pipeline by delivering clear subject matter expertise and superior customer service. • Expanded production volumes by fostering and strengthening a network of crucial business partnerships with local agencies and leading industry players.
Throughout my time in this positions I used my strategic planning, project management, and logistical coordination capacities while overseeing a high-volume pipeline of mortgage loans. I ensured for 100% complete compliance to projected closing dates by tracking all performance and progress metrics. I directed internal and external channels to complete conventional, portfolio, government, residential mortgage, loan, and refinancing functions. Some key accomplishments in this role: • Achieved and maintained $1M+ monthly average for home equity and funded mortgages and a significant 88% pull-through rate. • Awarded for outstanding performance in 2016 and 2017 with the PNC Market All Stars Award. • Significantly expanded revenue by heading efforts to target and engage audiences through innovative marketing strategies that included text messaging, cold calling, social media platforms, and print campaigns.
While operating in this capacity I drove sales and revenue by developing, and launching a myriad of strategic marketing campaigns and targeted sales promotions. I generated customized insurance and finance packages in collaboration with clients tailored to the unique requirements of each individual. I analyzed and managed loan packages and secured competitive rates for clients by strengthening crucial relationships with a network of 20+ financial lending companies. Some key accomplishments in this role: • Ensured for 100% strict compliance to all current policies and legal regulations • Accrued $3.2M+ during tenure through strategic initiatives and dedication to continuous sales growth. • Operated as the SME on all available products, services, and policies in order to quickly address any client questions and guide customers to the solutions that best meets all needs.