Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bethany Resler

Royal Oak,MI

Summary

Knowledge Strategies Team Leader within Capital Markets at Rocket Mortgage. The team is responsible for curating and publishing origination and servicing process content for all Client Experience Operations teams as well as the processes our external partners and realtors utilize.
Prior to leading the team I was the Closing product owner and was responsible for writing, publishing, and training all process material for the Closing business area. This stemmed from years of working within the Closing team at Rocket Mortgage.

Overview

9
9
years of professional experience

Work History

Team Leader - Knowledge Strategies

Rocket Mortgage
12.2021 - Current
  • Monitor team performance for 10-12 team members and provided constructive feedback through monthly 1:1 meetings to increase productivity and maintain quality standards.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues such as efficient turn times and go-live dates.
  • Built strong relationships with origination and servicing business partners through positive attitude and attentive response.

Knowledge Advisor

Rocket Mortgage
08.2020 - 12.2021
  • Facilitated communication and collaboration between business areas to assist with a new product (Pathfinder) roll out. This was done through daily meetings with business leaders.
  • Trained 15k team members how to use the Pathfinder product prior to the August 23rd, 2020 go-live date.
  • Established training material for the business to utilize prior to and during the role out to ensure a smooth transition between the old product and Pathfinder.
  • Planned, developed, and implemented strategies/KPI's to convey information with key decision makers to ensure all impactful questions were heard and answered.

Senior Knowledge Manager

Rocket Mortgage
11.2019 - 08.2020
  • Compiled origination business area processes for the closing, vendor, and communications teams. This content affected 17k team members companywide.
  • Once compiled, I created a process platform that housed their content in a easily searchable format.
  • Created question and answer search functions to decrease time spent finding the information needed. These were in a trail format that led users through if/then statements. This made complicated processes broken into more digestible statements.
  • Skilled at working independently and collaboratively in a project based team environment.
  • Self-motivated, with a strong sense of personal responsibility. Team leader really only present to ensure deadlines were being hit.
  • Proven ability to learn quickly and adapt to new situations. We consistently updated our change management systems (Luna, Signavio, ServiceNow, Salesforce) as well as our publishing platforms (google sandbox, Authorit ,and Inguniex).

Product Owner - Loan Compass

Rocket Mortgage
01.2018 - 11.2019
  • Owned and prioritized content buildout for the origination closing business area this included 11 closing roles for approx. 8k team members.
  • Oversaw product build from vision and creation to rollout and delivery.
  • Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
  • Conducted business area research and analytics review to identify new opportunities and target weak content areas.
  • Devised content strategy to effectively engage target audiences as this was a new product to the effected teams.
  • Performed monthly business area trainings to those our content supported.

Presidents Club Purchase Title Coordinator

Rocket Mortgage
08.2015 - 06.2018
  • Performed data entry and other administrative tasks to keep loan files organized and accurate.
  • Communicated with title companies, closing agents, and attorneys to resolve common title issues.
  • Examined land records and identified potential problems with title search results.
  • Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
  • Coordinated loan closing appointments between attorneys and our clients.
  • Developed and maintained relationships with title companies to facilitate smooth transactions.

Office Manager

Be Well
08.2014 - 07.2015
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Developed and maintained successful relationships with surgical centers, MRI clinics, and cliental.
  • Managed office operations while scheduling appointments for multiple doctors.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Reported to owning doctor on organizational performance and progress toward goals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Coached new hires on company processes while managing employees to achieve maximum production.

Education

Associate of Arts - Education

Oakland Community College
Bloomfield Hills, MI
05.2012

Skills

  • Coaching and Mentoring
  • Problem-Solving
  • Goal Setting
  • Issue Resolution
  • Quarterly Team Member Evaluation
  • Performance Improvement
  • Daily Workflow Improvement
  • Leading Team Meetings
  • Key Performance Indicator (KPI) Development
  • Knowledgeable in ServiceNow, Mondaycom, and Microsoft Office
  • Work Planning and Prioritization

Timeline

Team Leader - Knowledge Strategies

Rocket Mortgage
12.2021 - Current

Knowledge Advisor

Rocket Mortgage
08.2020 - 12.2021

Senior Knowledge Manager

Rocket Mortgage
11.2019 - 08.2020

Product Owner - Loan Compass

Rocket Mortgage
01.2018 - 11.2019

Presidents Club Purchase Title Coordinator

Rocket Mortgage
08.2015 - 06.2018

Office Manager

Be Well
08.2014 - 07.2015

Associate of Arts - Education

Oakland Community College

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Bethany Resler