1. PROJECT ACHIEVEMENTS
 Implemented quality review process; Created a new team within the annuity operations department to begin a
quality review process of annuity applications received from financial advisors across the company. Hired four FTE,
established new procedures/checklists, sought compliance and RSCA approval. Identified new technology
requirements and created better communication plan between the QC team and the case managers performing the
work. Worked around roadblocks within technology and achieved resolution ensuring project success. Annuity
Operations
 Helped consolidate account maintenance transactions coming through back-office; To be consistent within our
CWM operation and industry-wide, we reduced the number of transactions coming through our back office to only
new business, eliminating transactions for accounts already opened. Obtained proper supervision, compliance
approval. Established communication plan to impacted parties, updated technology systems along with policies and
procedures for all business groups. Project was a success as transactions now flow directly to the carrier,thereby
increasing service to the client. Annuity Operations
 Increased daily service level for department; Changed cutoff time for all transactions to be processed ‘same-day’ to
improve the client experience and productivity of team. Held staff accountable for their daily efficiency and worked
through communication barriers. Determine proper efficiency level for each employee allowing for change to service
level. Service to our clients has grown and the increased service level remains today. Annuity Operations
 Increased productivity ofdepartmental staff; Conducted feedback sessions with current staff to determine root
cause,rearranged management within the team to better address staff issues, initiated cross-training initiative for all
levels of staff, and opened better lines of communications across the department to deal with changes in procedures
and regulations. Prior to arrival, majority of the staff was below the minimum performance threshold of 80%. After
project initiative, only new hires were under 80% threshold. Annuity Operations
 Simplified carrier responses to a single template; With 13 different carriers,identifying trends and common threads
across the total number of carriers is challenging and cumbersome. A single response template was created to be used
for all carriers. Communicated changes individually at the carrier level to address concerns. Provided transition time
for the carriers to allow for change. Volumes and trends are now identified and addressed on both the carrier side and
back office side. Annuity Operations
 Conducted timings reviewofall functions within department; Goal of the project was to ensure proper credit was
given to staff in their employee productivity each day. Arranged plan with leadership team to determine best strategy
to time all functions within the operations team and assign a standard for every function completed within the team.
Assigned individuals and assignments to accomplish project goal and met regularly for status updates. Results were
approved by management and reconciled with employee database. Annuity Operations
 Managed project for moving the execution ofLoss Mitigation affidavits between departments; Project manager
responsible for the transition of document execution moving from Loss Mitigation to the Foreclosure document
execution team. Met locally with department executives on strategy, implemented technology changes to allow for
systems alignment and established logistics process to ensure documents were shipped without process breaks.
Shared Services – Foreclosure
 Managed multiple vendor relationships simultaneously; Responsible for conducting on-site vendor review with
multiple vendors performing document creation related to the foreclosure process. Coordinated risk assessments
between internal Chase departments and the vendors pertaining to any compliance and IT concerns. Led the effort to
address document delivery using secured FTP sites and established a reject process between document execution team
and the vendors. Shared Services – Foreclosure
 Project liaison for corporate projects as they impacted default operations; Led the response as two major projects
- Language Compliance and the American’s with Disabilities Act - impacted default operations. Coordinated
responses from individual business units on impacted letters, scripts, vendor impacts, etc. and reported to project
team. Presented impact, risks and estimated costs to executive management for sourcing. Shared Services –
Foreclosure

2.  Transferred collateral and system files between national default attorney network; Implemented strategic vision
to transfer files between attorneys within attorney network. Communicated vision to both firms, negotiated
costs/approvals between Chase and the firms and assigned staff to conduct file transfer. Outstanding processes or files
were reviewed daily until resolved. Shared Services – Foreclosure
 Led Project UNO from a cash perspective consolidating platforms across heritage organizations; Heritage
Wamu, Chase, and EMC each had specific cash processing guidelines and were impacted specifically by the
consolidation of platforms. Subject matter expert knowing how changes made to the system will impact various cash
processing hierarchies. Identified challenges and impacts to default organizations and communicated same to
management team. Working sessions were held to communicate changes and understand downstream impacts. Cash
Operations
 Reconciled 14,000+ bank account items from general ledger; Recruited team of analysts to perform research on
whereabouts of transactions that needed to be posted to individual loan accounts. Held routine meetings on progress
with analysts and tracked progress. Presented weekly updates to executive management. Cash Operations
 Opened and closed two separate businesses; For-profit businesses established to service surrounding community.
Project included working with legal and tax representation, local and national health agencies to establish business
presence. Implemented marketing plan to increase foot traffic and overall profitability. Soupy’s
Restaurant/Crosstour Fitness