Experience

Pinnacle Lending Group, Inc. NMLS #344850

• United States
• Financial Services
• 1 - 100 Employee

• Operations Manager

  • Jul 2023 - Present

  Las Vegas, Nevada, United States



Alterra Home Loans

• United States
• Banking
• 200 - 300 Employee

• National Processing Manager

  • May 2021 - Mar 2023

  United States

• Senior Processing Officer

  • Sep 2017 - May 2021

  Corporate Headquarters Corporate Processor for multiple states. Processing platforms include Encompass, Lending QB and Byte-Pro.



Castle & Cooke Mortgage

• United States
• Financial Services
• 200 - 300 Employee

• Operations Processor

  • Mar 2015 - Aug 2017

  Las Vegas, Nevada Area



Bank of America

• United States
• Banking
• 700 & Above Employee

• Vice President-Channel Fulfillment Operations Mgr

  • Jun 2011 - Oct 2014

  Supports Central Division-Plano, TX Bank of America Las Vegas, NV Responsible for managing operational components in the mortgage fulfillment channel. Partner with Site Leadership and fulfillment associates within the line of business to drive results in key metrics. Also analyze data, audit information and analysis for accuracy and present solutions to enable quick decisions to meet productivity, customer satisfaction, associate satisfaction, quality and or financial goals. Research and documented organizational… Show more Bank of America Las Vegas, NV Responsible for managing operational components in the mortgage fulfillment channel. Partner with Site Leadership and fulfillment associates within the line of business to drive results in key metrics. Also analyze data, audit information and analysis for accuracy and present solutions to enable quick decisions to meet productivity, customer satisfaction, associate satisfaction, quality and or financial goals. Research and documented organizational reviews, workflow analysis, management routines and site adoption/adherence. The role requires a thorough understanding and working knowledge of operations and mortgage fulfillment along with 50-60% travel. Instrumental in helping the fulfillment channel exceed monthly aged targets. Helped successfully transition 500 associates from a different line of business and ramp them up to speed. Reviewed an average of 200 mortgage loan applicants per month for quality and adherence.

• Vice President, Strategic Initiatives and Integration

  • Jul 2011 - Jul 2012

  Central Region Responsible for implementation of strategic initiatives in all assigned Fulfillment locations. Analyze report and evaluate successful implementation of processing strategies . Conduct training of all personnel as assigned by Leadership to achieve successful deployment of all initiatives inclusive of reporting tools, program mandates, roles and responsibilities and process adherence. Analysis of developed skill sets by processing staff with regard to workflow, end to end process and… Show more Responsible for implementation of strategic initiatives in all assigned Fulfillment locations. Analyze report and evaluate successful implementation of processing strategies . Conduct training of all personnel as assigned by Leadership to achieve successful deployment of all initiatives inclusive of reporting tools, program mandates, roles and responsibilities and process adherence. Analysis of developed skill sets by processing staff with regard to workflow, end to end process and mandated customer touch points.

• Vice President-Regional Fulfillment Leader II

  • Nov 2006 - Jun 2011

  Nevada/New Mexico Responsible for managing operational performance, productivity, quality and service delivery of a Region. Responsibilities include driving and influencing change, workflow standardization to maximize operational efficiencies and capacity planning. Partner with Sales Leadership on strategic planning for cost containment to maximize profitability Serve in a Leadership capacity and work in collaboration with the Divisional channel and Fulfillment Leaders in attracting, retaining and… Show more Responsible for managing operational performance, productivity, quality and service delivery of a Region. Responsibilities include driving and influencing change, workflow standardization to maximize operational efficiencies and capacity planning. Partner with Sales Leadership on strategic planning for cost containment to maximize profitability Serve in a Leadership capacity and work in collaboration with the Divisional channel and Fulfillment Leaders in attracting, retaining and developing a highly talented Operations team. Responsible for the strategic direction, metrics and management of the overall business process of a small to mid-size fulfillment center with an average of 50-150 operations associates Monitor reports to ensure loans are processed, underwritten and closed within the requested SLA's to meet Regional and Corporate operational goals Perform internal branch and loan file review audits to ensure Branch Operations Centers are in compliance with state and federal regulations Monthly site visits to review privacy, conduct monthly FTL performance , updated policies and procedures as well as meet with Branch Operations Manager/Site Associates Assist Fulfillment Team Leaders with action and remediation plans to meet/exceed performance standards



Countrywide Bank

• AVP-Operations Manager

  • Apr 1999 - Oct 2006

• Loan Specialist

  • Jan 1997 - Mar 1999

  Greater San Diego Area Processed conventional, government and builder loan products. Underwrote loans up to $1.5 million. Performed all aspects of loan activities from set-up to closing/shipping.