Service Delivery Manager (2017-01 – Present)
Serve as operational and communications lead for multiple high-volume programs, supporting executive decision-making, content-quality oversight, and large-scale team leadership.
- Act as primary liaison between leadership, clients, and internal teams, ensuring aligned communication and timely execution.
- Filter and respond to high-volume client communications, distilling key insights and identifying high-value priorities.
- Prepare reports, summaries, and updates aligned with executive tone and goals.
- Lead and coordinate virtual meetings, ensuring clear agendas, documentation, and follow-through.
- Oversee and mentor teams of 100+ employees, ensuring performance alignment with business goals.
- Manage complex schedules, resource allocation, and operational workflows.
- Collaborate with cross-functional departments to resolve escalations, streamline processes, and enhance customer satisfaction.
- Conduct weekly and monthly review meetings with clients to report performance outcomes, identify risks, and propose improvements.
- Coordinate with multiple stakeholder groups, ensuring deliverables meet quality standards and deadlines.
- Review and create documentation, reports, and process updates for accuracy and strategic alignment.
- Evaluate and implement necessary tools and workflows—including AI-based solutions—to boost operational efficiency.
Subject Matter Expert (2010-01 – 2017-01)
Provided high-judgment analytical support with a focus on accuracy, documentation review, and workflow optimization.
- Conducted detailed analysis of legal documents, mortgages, liens, and historical property data.
- Ensured compliance with internal guidelines and industry standards.
- Trained new analysts, developing learning materials and onboarding processes.
- Created workflow enhancements that improved turnaround times and accuracy.
- Demonstrated strong critical thinking and problem-solving skills in time-sensitive situations.
