Business Turnaround & P&L Leadership Led $35M P&L business unit with $15.5M budget, 35-person direct team, and enterprise-wide influence across 250+ loan officers and cross-funcƟonal stakeholders (operaƟons, markeƟng, technology, risk). Inherited underperforming team targeted for shutdown and transformed it into one of the bank's most profitable units through strategic reposiƟoning, operaƟonal redesign, and trust-based leadership.
Key Results:
• Delivered 7× profit growth and sustained 21% YoY volume increases while navigaƟng 40%+ industry-wide decline
● • Reduced operaƟonal overhead 25% while improving turn-Ɵme 22% and maintaining 98.4% client saƟsfacƟon
• Achieved 94% forecast accuracy through data-driven workflow opƟmizaƟon and accountability systems
• Retained 100% of revenue-generaƟng staff through industry downturn (only 2 voluntary resignaƟons in 6 years)—while rest of division experienced constant aƩriƟon of irreplaceable talent
Enterprise-Wide Strategic IniƟaƟves:
• Spearheaded enterprise porƞolio retenƟon program (MGIC partnership) integraƟng DevOps, data analyƟcs, markeƟng, and risk management teams
• Presented monthly performance reviews to C-suite leadership on program strategy, KPIs, and business impact
• Tripled customer retenƟon from 15% to 46%—exceeding 40% industry gold standard and posiƟoning Umpqua as industry leader
• Served on enterprise pricing commiƩee, collaboraƟng with Secondary Markets leadership to establish pricing strategy and opƟmize p

OperaƟonal Restructuring & Market Expansion Led enterprise-level operaƟonal restructuring: closed Torrance, CA operaƟons and rebuilt infrastructure in Portland, OR while establishing Pacific Northwest market presence. Managed workforce transiƟon (terminaƟons, rehiring, training) and redesigned partnership programs to integrate homeownership benefits into corporate employee plaƞorms across Western U.S.
● Key Results:
• Expanded market reach and partner parƟcipaƟon by 72% during regional rebuild
• Drove 38% YoY producƟon growth by rebuilding field and digital engagement strategy through data-informed decision cycles
• Facilitated trust-based educaƟon programs for HR leaders and partner employees, elevaƟng financial literacy and brand equity
• Built consultaƟve sales model focused on customer educaƟon and long-term relaƟonships, driving retenƟon and referrals

Team Turnaround & Technology AdopƟon Transformed boƩom-quarƟle team into top-quarƟle performer (+33% YoY producƟon) among 100+ teams and 1,200 associates—fostering psychological safety, shared accountability, and data-driven coaching in fast-paced, highly regulated environment.
● Key Results:
• Piloted enterprise CRM (Salesforce) transiƟon for home-lending division—built adopƟon protocols and governance structures blending compliance with human behavior insights
• Facilitated leadership and change management sessions to align sales, operaƟons, and compliance teams during major organizaƟonal transformaƟons
• Chaired enterprise-wide rebranding iniƟaƟve for 1,200 associates, reconnecƟng mission and values to daily execuƟon and customer experience
• Awarded Manager of the Month (3×) and Manager of the Quarter (1×) for measurable gains in engagement, quality, and trust-based performance

OperaƟonal TransformaƟon During Financial Crisis Led operaƟonal transformaƟon during financial crisis: iniƟated and managed enterprise-wide rollout of FHA Full Eagle Direct Endorsement Authority, converƟng conforming-only shop into full-spectrum lender. Navigated complex HUD approval process, built compliance infrastructure, and established quality control systems—compleƟng one of industry's most challenging cerƟficaƟons during peak regulatory scruƟny ).
Managed vendor relaƟonships, warehouse capital, and product strategy to ensure operaƟonal conƟnuity and scalability. Directed CRM system upgrades that streamlined cross-funcƟonal communicaƟon and reduced fricƟon. Developed sales playbooks and training programs emphasizing clarity, consistency, and emoƟonal intelligence across 120 staff.