OPERATIONS & CHANGE MANAGEMENENT LEADER
TECHNOLOGY DIRECTOR / STRATEGIC PARTNER
• Expert in leading and managing operational areas, managing processes, risk management, and customer service to create strong teams and achieve departmental goals.
• Expert at maximizing individual and team capabilities, and building strong interdepartmental and customer relationships to create win-win solutions. Expert in turn-around or start-up situations.
• Considerable expertise in successfully creating and executing technology and operational strategies, and change management leadership for people, process, tools and organization.
• Strong leader. Led and managed teams of 60+ professionals and managed multi million dollar budgets successfully.
• Led Program Management Office for department of approximately 200 professionals, improving, processes, controls, and communication.
• 20+ years of experience and success in mortgage banking and the real estate industry in operations, technology, and marketing, with 11 of those years at a Fortune 50 company.
• Specialize in assessing and mitigating operational risks, and compliance with SOX.
• President, founder, and co-owner of Richmond Mortgage Corporation.
• Marketing expertise includes successful customer facing marketing of Freddie Mac’s automated underwriting system, and account management for Interlinq Software, and account management in the mortgage banking primary market.
• Successful senior director for software development, system integration, outsourcing, including vendor management and negotiations.
PROFESSIONAL EXPERIENCE
Wyndham Vacation Ownership, Orlando, FL Dec 2007 to Oct 2008
Program Management Office (PMO) Manager
Oversight and audit of PMO and its processes. Mentored and trained 15 – 20 project managers. Successfully led team that developed website to host PMO processes and controls for the PMO, utilizing Sharepoint. Led adoption and communication of PMO changes for entire department of approximately 200 professionals.
Booz Allen Hamilton, McLean, VA Mar 2007 to Aug 2007
Senior Associate - Global Functional Capabilities
Joined the company as a liaison to FDIC in a leadership position. Led a 30 person project team at client site. Focused on overseeing the project and on improving relationships with client. Oversaw all components of this multi million dollar effort. Left company to move to Florida.
Freddie Mac, McLean, VA Apr 1995 to Jan 2006
Sr. Director - Change Management and Operations (Aug 2004 –Jan 2006)
Led cross divisional team in a multi year initiative to redesign a multi-divisional mortgage delivery process; led and managed the Business Rules Management Department (technical and business employees) to support ILOG business rules engine adoption.
• Took an operations area with unclear vision, poor processes, and difficult team dynamics and turned it into a high performing department, with good processes, a clear vision and strategies.
• Redesigned complex multi-divisional mortgage delivery process (using Six Sigma) to reduce time to deliver loans to Freddie Mac from 100+ days to less than 30 days on average, saving the company $200,000 in overhead annually.
• Achieved 100% of risk control objectives through improved change management practices to reduce technology risk in Rules Operations Department and achieve compliance with Sarbanes Oxley risk control practices for change management.
• Exceeded corporate IOP for Business Rules Operations Department by 300% through decisive leadership in directing rules analyst teams charged with drafting business rules for new corporate selling system, allowing for accelerated system adoption by customers.
• Improved inter-departmental service levels by 40% through modifications to change management practices and tools, improving service delivery with other departments needing rules engine support.
Sr. Director - Business Applications Services (Nov 2000 – Aug 2004)
Oversaw all technology services delivered to multiple business lines, with people management, operational, and budget responsibilities. Created visions/strategies and roadmaps to implement those strategies. Oversaw operations, production support services, and a portfolio of projects. Achieved my goals through building strong win-win relationships with my business partners/executives and others in IT. Services included software development, vendor management for outsourced solutions, and integration for multiple system solutions. I led the development and integration project teams that delivered technology solutions to business areas. Examples of solutions implemented included:
o Search engine implementation
o On line proprietary electronic registration application
o Peoplesoft product implementations
o On line proprietary mortgage delivery
o Customer tracking application
o Interactive Voice Response (IVR) system & issue tracking solution.
o Led Lotus Notes development group for the corporation
• Improving IT Operations - Led cross departmental team in redesigning the application services departments of the IT division (600+ employees) making improvements in the processes, organization and tools. Moved from a restrictive organizational structure that did not optimize resources to a project based organization with tools, processes, and methodologies to support future goals and maximize resources. This created a more nimble and customer focused organization.
Director - Customer Implementation Services & Operations Support (Oct 1998 – Nov 2000)
Managed and directed newly formed organization charged with the implementation and integration of Freddie Mac’s Internet and client/server based technology products at customer sites, implementation of leased line services, and the administration of user security for Freddie Mac’s technology products accessed by customers.
• Exceeded implementation & operational goals and developed the first strategic vision and direction of this new organization, including establishing objectives, capacity planning, and staff development plans that resulted in faster adoption of new Freddie Mac delivered technology products to the mortgage industry.
• Led implementation of Freddie’s on line e-commerce solution (Goldworks), and three-tier client server applications in over 3000 customer organizations that were utilized by 10,000 users to improve the ease of doing business with Freddie Mac.
• Maintained & documented procedures and policies. Liaison for audit leadership.
• Earned and maintained outstanding customer ratings of 4.15 - 4.50 on a five point scale for customer service.
National Transaction Executive - Mortgage Automated Underwriting Services (Apr 1995 – Oct 1998)
Directed the marketing, implementation and integration of Loan Prospector™, Freddie Mac’s automated underwriting system, for the North Central Region. Led systems integration and process redesign in customers’ existing environments, and developed internal relationships with other marketing groups.
• Led most successful region out of four regions in marketing and implementing this technology, accounting for over 45% of total corporate goal. Exceeded performance objectives by 20%.
OTHER PROFESSIONAL EXPERIENCE & DESIGNATIONS
• Interlinq Software Corporation– Account Executive (Sep 1991 – Jan 1995)
• Richmond Mortgage Corporation – President/Founder (Dec 1987 – Sep 1991)
• Acacia Mortgage & Westmark Mortgage – Loan Officer (Oct 1987 – Aug 1983)
• Licensed Virginia Real Estate Salesperson (Jun 2006 – Present)
EDUCATION
• Ball State University, Finance
• George Mason University, Information Technology
• Graduate of Society for Information Management’s Leadership Forum
• Graduate of University of Maryland’s National Leadership Institute Program |
