P a g e * *

Tracy Allen ad0wi2@r.postjobfree.com • 281-***-****•The Villages, FL

Willing To Relocate

SVP Mortgage Operations

Su

Results-driven mortgage operations professional with 35 years of mortgage banking experience and 24 years in a leadership capacity with a proven track record of success in managing and optimizing mortgage processing and closing operations. Built and led high-performing teams, achieving significant improvements in productivity, loan quality, and customer service. An experienced planner, leader, and a specialist at identifying and capturing operational opportunities to deliver superior internal and external customer service and satisfaction both cross functionally and to the end client. A senior business leader, with a results-oriented attitude and a hands-on management style that will bring a new, entrepreneurial viewpoint to the company resulting in building, growing, and improving, the profitability, performance, and value to the firm.Ar Areas of Expertise

Strategic Planning

Cross-Functional Team Collaboration

Needs Assessment

Superior Customer Service

Issue Management & Resolution

Cost Management

Business Development

Quality Management

Performance Management/ Development

Change Improvement

Risk Management

Licensed Notary

Jun 2021 - Jun 2022

Related Career Experience

Benchmark Mortgage, Houston, TX

Sr. Mortgage Operations Manager

Enhanced unit-leadership communication, mitigating miscommunications and missed deadlines. Addressed illegal, unsafe, and ineffective practices while optimizing internal policies. Effectively handled problematic clients and spearheaded the establishment of key internal functions for a new organization. Oversaw and optimized the efficiency of 18 processors, consistently meeting early close dates.

Implementing process improvements and streamlining operations to achieve measurable efficiency gains, such as reducing turnaround time by 20% and decreasing operational costs by 15%.

Enhancing team performance by implementing productivity measures and tracking metrics, resulting in a 25% increase in daily output or a 10% decrease in error rates.

Efficiently managed vendors and suppliers to drive long-term business performance. Conducted impactful training, improving support group assistance and productivity KPIs by 50%. Cadence Bank, The Woodland, TX Sep. 2018 - Mar. 2021 SVP - Mortgage Operations Manager

Managed mortgage processing, underwriting, closing, and compliance. Implemented operational strategies, rules, and procedures to improve efficiency, workflow, and regulatory compliance. Built and motivate high-performing teams, increased productivity, and achieves great results. Successfully improved processes, exceeded goals and provided excellent customer service. Excellent leadership, teamwork, and stakeholder interactions. Accomplishments:

Developed and implemented key performance indicators (KPIs) to track and measure team performance, resulting in a 25% increase in productivity and efficiency.

Increased mortgage Processing efficiency by implementing streamlined workflows, resulting in a 20% reduction in average processing time.

Implemented cost-saving measures, resulting in a 15% reduction in operational expenses while maintaining high service levels and quality standards.

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Sutherland Global Services, Houston, TX Dec. 2016 - May 2018 VP - Mortgage Operations

Proven excellence and efficiency across several departments. Strategic planning, process optimization, and cost reduction expert that optimized business operations. Leads cross-functional teams, collaborated, and achieved organizational goals. Implemented new solutions to boost productivity, quality, and customer happiness. Leadership skills that emphasize talent development, performance management, and continuous improvement. Accomplishments:

Reduced employee turnover rate by 20% through the implementation of employee engagement programs and career development opportunities.

Achieved a 20% increase in operational efficiency by implementing process automation and workflow optimization strategies

Implemented quality control measures that resulted in a 25% reduction in loan errors and improved overall loan quality.

Achieved a 95% compliance rate with industry regulations and internal policies, ensuring adherence to legal and regulatory requirements

DHI Mortgage Company, Conroe, TX Aug. 2014 - Dec. 2016 Regional Operations Manager

Drove operational quality and maximized effectiveness across multiple departments. Lead cross-functional teams, fostered collaboration, and achieved organizational objectives. Demonstrated success in implementing innovative solutions to enhance productivity, quality, and customer satisfaction. Strong leadership abilities, with a focus on talent development, and performance management, and fostered a culture of continuous improvement. Achieves operational targets, enhances customer satisfaction, and fosters business growth

Accomplishments:

Reduce operational expenses by 15% through cost-saving initiatives, optimizing resource allocation, and streamlining workflows

Led a team that successfully processed and closed an average of 1,000 mortgage loans per month, exceeding industry standards and meeting aggressive production targets.

Improved customer satisfaction ratings by 15% through enhanced communication channels, proactive customer service initiatives, and swift issue resolution.

JP Morgan Chase Bank, Illinois/ Texas KYC Manager Jan. 1999 - Aug. 2014

(2014)

VP Mortgage Operations (2012 – 2014)

Mortgage Operations Team Manager (2006 - 2012)

Mortgage Operations Team Leader (1999 – 2006)

Successfully managed a team of Know Your Customer (KYC) analysts, established effective communication channels within the unit and organization, and reduced miscommunications and missed deadlines, promoting smooth operations. Identified and resolved unauthorized, unsafe, or ineffective practices, ensuring compliance and mitigating risks. Recruited, onboarded, coached, and trained new employees, resulting in improved team performance and minimal attrition. Actively participated in a pilot project to improve efficiencies and successfully administered performance reviews, setting clear goals, action plans, and follow-up procedures.

Built and managed an operations team, starting as an overflow site and growing into an independent site within the first year.

Managed daily production and ensured staff performance exceeded Key Performance Indicators (KPIs) by 36%

Administered monthly and annual performance reviews, setting clear and measurable goals for employees.

Administered monthly and annual performance reviews, setting clear and measurable goals for employees. Education

Lake Central High School

Diploma

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