Charlene Lisi
Tabernacle,NJ
Summary
With over 34 years of mortgage banking expertise, notably at PHH Mortgage & Guaranteed Rate Affinity, I've excelled in operations management and strategic planning. My leadership has fostered high-performing teams, significantly boosting employee engagement and client satisfaction. Skilled in relationship building and leveraging data analytics for decision-making, I've driven substantial organizational growth and operational excellence.
Overview
34
34
years of professional experience
Work History
Director & Regional Manager Operations
Guaranteed Rate Affinity
1800 W Larchmont Boulevard, Chicago, IL 60613
11.2017 - 03.2024
- 34+ Mortgage Banking Experience
- NMLS License #1088458
- Experienced in Operations, Underwriting & Vendor Management
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Supervised various locations, enforcing high-quality standards of operation.
Director of Operations
PHH Mortgage Services
1 Mortgage Way, Mount Laurel NJ 08054
08.1990 - 11.2017
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.
- Improved team morale and reduced turnover by implementing series of employee engagement programs and personalized career development plans.
- Enhanced customer experience by implementing client feedback loop that directly informed operational improvements and product adjustments.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
High School Diploma -
Rancocas Valley Regional High School
520 Jacksonville Road, Mount Holly, NJ 0806006-1988
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Project management
- Team management
- Employee development
- Organizational development
- Goal setting
- Change management
- Crisis management
- Vendor relationship management
Top Performer & Top Teams
Licensed NMLS #1088458
Consistently won top performer & top performing teams during my career delivering excellent customer service
Received President Club Award & Attended a trip to Cancun Mexico
Timeline
Director & Regional Manager Operations
Guaranteed Rate Affinity
11.2017 - 03.2024
Director of Operations
PHH Mortgage Services
08.1990 - 11.2017
High School Diploma -
Rancocas Valley Regional High School