• Successfully trained staff of loan administrators for statewide operations after major corporate reorganization. 
  
  
• Improved overall processes and productivity through targeting of communications between departments, and refocused all separate groups on common goal.
  
  
• Managed state-wide consolidation of 71 administration groups into one centralized operation.

• Implemented internal customer service center, integrating services into HQ location with no disruption to customers’ needs or to the company’s revenue target.
  
  
• Achieved 92% retention of client base while merging two operating units during consolidation of Chemical Bank, New York. 
  
  
• Designed program for increasing client billing accuracy, increasing company fee collection 15% annually. 
  

• Founder and owner of a national business process outsourcing (BPO) company, a technology based provider of mortgage lender back-office services including post-close, QC review, loan certification, document imaging, and secondary market delivery.



• Creator of specialized web-based workflow database application to support process reengineering, streamlining all aspects of quality control and process efficiency.



• Developed high-end document imaging platform with intelligent indexing and retrieval capabilities.



• Led expansion effort for a private holding company’s planned diversification into BPO



• Design architect and chief consultant for business process unit of a national title company



• Consultant to large national financial service firms, streamlining internal operations, enhancing systems and strengthening controls.

• Implemented IT solution to handle accounting, operations, and other needs for startup company, in addition to establishing office space and all amenities, such as phone service, HR policies, hiring process, et cetera.
  
  
• Drove startup company to $1,400,000 in revenue in first year
  
  
• Founding board member of Mortgage Electronic Registration Systems ("MERS"), industry-wide service utility streamlining unit costs and creating industry savings in the $$millions per year.

• Founder and Director, Jobs Ministry Southwest Inc, a 501c(3) Texas non-profit corporation dedicated to serving job seekers from all walks. JMS is a faith based community organization, operating independently and serving the greater Houston area and Fort Bend County



• Bank liaison for Texas A&M College of Business Administration Fellows Program, guiding third year business undergraduates internship.
  
  
• Developed dependent support teams.
  
  

• Defined BPO services for mortgage bankers; pioneering domestic BPO model for US mortgage industry.
  
  
• Established marketing guides and criteria for national title company's BPO service roll-out.
  
  
• Established new pricing format for consulting company.

• Developed vendor qualification and engaged qualified vendors for startup company, including negotiating prices and reducing COGs.
  
  
• Established business channel partnerships among various consultants, banks, and other service providers to grow revenue by 100%.

• Senior consultant on over 215 projects to implement business process outsourcing. Guided clients through change management from initial consideration to complete implementation.
  
  
• Team Lead for major process improvement venture for large regional financial services group. Performing team interviews, mapping existing procedures, gaining team confidence, and establishing execution plans.
  
  
• Merger manager for consolidation of Chemical Bank, Buffalo, NY operations site into Houston offices of Texas Commerce Bank. Retained 92% of client base, protecting long term revenue.
  
  
• Managed $1,200,000 software development project for client server technology, replacing older mainframe based application, cutting costs by $500,000 per year.



• Senior Executive responsible for tri-party coordination of mortgage collateral clean-up between GMAC-RFC and Norwest Bank.

• Designed and implemented web hosted SQL database application for BPO service delivery.
  
  
• Leader for business alliance partners' data exchange methodology. Designed interface file content and wrote data transformation code for on-boarding/import routines.
  
  
• Chief architect of several IT projects to build and deploy workflow management solutions for financial service providers.
  
  
• Early adopter of barcode technology to drive accurate indexing for document imaging and OCR capture procedures.



• Development of RFID labeling for mortgage file handling efficiency.

• External consultant assisting bank management in assessment of new business opportunities, principally in mortgage banking.
  
  
• Process improvement leader, managing teams of employees in evaluating current procedures and identifying cost reduction opportunity.

• Leadership positions held in both national and state level trade associations, chairing various committees and hosting annual conferences.
  
  
• Speaker and panel moderator for national conferences.
  
  
• Freelance writer for numerous trade journals, focusing on operations efficiency and business process outsourcing ("BPO").

• Designed and implemented sales program for BPO services.



• Leadership and design for national marketing roll-out of support services for major title insurance provider.
  
  
• National sales executive for global financial services provider.

• Developed third party partners to grow and expand business base. Integrated various partner offerings into the primary BPO service package.