Job Search Status
Open to workDesired start date: Flexible
Open To Work
Dale Cross
Director of Operations
Hilton Head Island,SC
Work Preference
Summary
Results-driven director of operations recognized for enhancing productivity and ensuring efficient task completion. Expertise in strategic planning, process optimization, and team leadership. Proven ability in communication, problem-solving, and adaptability to maintain seamless operations across all management levels.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Director of Operations
At The Cross Enterprises
Hilton Head Island, SC
05.2022 - Current
- Directed operations marketing strategy and client experience for multi-brand real estate and media organization, enhancing brand alignment and client satisfaction.
- Increased listing-side business by 40% through process optimization and marketing alignment.
- Developed automated marketing campaigns and follow-up systems, increasing client engagement and retention rates.
- Established structured client continuity program to drive repeat and referral business.
- Built CRM systems supporting pipeline of 3,000+ clients, enhancing lead tracking and conversion rates.
- Designed end-to-end workflows for onboarding, transaction coordination, and client lifecycle management.
- Managed vendor relationships and performance metrics, optimizing operational efficiency and improving ROI.
- Leveraged AI tools to optimize marketing content creation workflows, enhancing efficiency.
Podcast Co-Creator & Co-Host / Operations Lead
Real Talk Hilton Head
Hilton Head Island, South Carolina
01.2025 - Current
- Ranked in top 25% of podcasts globally based on downloads and audience engagement.
- Built and scaled real estate and lifestyle podcast brand, enhancing community business insights through targeted content.
- Led content strategy, production workflows, guest coordination, and marketing execution.
- Supported monetization strategy and developed strategic partnerships, increasing revenue potential.
- Developed strategic plans to boost co-creation activities and stakeholder engagement.
- Conducted research on best practices in co-creation trends and customer needs.
- Created engaging social media content to effectively promote co-created projects and drive audience engagement.
- Analyzed user feedback from surveys to inform product development decisions.
Processing Analytics & Pipeline Manager
Real Genius | Consumer Direct Mortgage
Charlotte, NC
04.2017 - 04.2022
- Optimized pipeline management strategies, ensuring improved throughput and consistency.
- Analyzed pipeline data to identify bottlenecks, enhancing loan processing efficiency.
- Developed reporting systems to improve forecasting accuracy and operational visibility.
- Provided data-driven insights to leadership for strategic decision-making and resource planning.
- Coordinated cross-departmental collaboration to streamline processes and enhance communication.
- Oversaw daily operations, ensuring compliance with company policies and standards.
- Coached team members, enhancing job performance through effective mentorship and training.
- Created monthly reports for senior management, summarizing operational performance metrics.
Mortgage Processing Manager
Real Genius | Consumer Direct Mortgage
Charlotte, NC
03.2015 - 04.2017
- Consistently exceeded monthly production and quality goals through effective performance management.
- Monitored pipeline performance against KPIs and service-level agreements, ensuring on-time closings.
- Led development of a team of 18 remote processors, achieving consistent timely loan closings.
- Collaborated cross-functionally to resolve workflow bottlenecks, enhancing operational efficiency.
- Managed client communication regarding application status and documentation needs to enhance transparency.
- Designed and implemented structured training programs, creating over 30 job aids for new hires.
- Analyzed production data to forecast performance trends for senior leadership review.
- Maintained compliance with internal policies and regulatory requirements during audits.
Mortgage Loan Processor
Accenture
Charlotte, North Carolina
02.2013 - 09.2014
- Reviewed loan applications for accuracy and completeness to ensure compliance with standards.
- Coordinated document collection from clients and third parties for streamlined processing.
- Communicated with clients to clarify loan requirements and gather necessary information.
- Processed loan files using proprietary software systems to maintain efficiency.
- Collaborated with underwriting teams to resolve application issues promptly.
- Maintained organized records of all loan documentation received throughout the process.
- Assisted in training new team members on processing procedures for consistency.
- Submitted completed loan packages to underwriting department for final approval or denial.
Senior Mortgage Loan Adjustor
Wells Fargo Home Mortgage
10.2009 - 03.2013
- Managed pipeline of over 150 clients, consistently exceeding service and production goals.
- Reviewed and underwrote loans to ensure FNMA/Freddie Mac compliance, mitigating risk for the organization.
- Handled escalations and complex cases, negotiating effectively with stakeholders to achieve satisfactory resolutions.
- Honored with Customer Service Excellence Award in recognition of exceptional customer support in 2011.
Operations / Processing Manager
3 In 1 Processing
07.2001 - 09.2009
- Managed loan operations for over 12 originators, ensuring streamlined processes and effective service delivery.
- Processed over 3,500 loans exceeding $125 million in total volume.
- Ensured compliance across various loan types including FNMA, FHA, and USDA.
- Supervised team to optimize workflow, resulting in consistent productivity improvements.
- Trained new employees on efficient processing procedures.
- Coordinated cross-departmental efforts to ensure timely completion of critical tasks.
Education
Bachelor of Arts - Marketing
Francis Marion University
Florence, SC12-1999
Skills
- Operations management
- Process improvement
- Workflow optimization
- Process reengineering
- Operational efficiency
- KPI tracking
- Data analysis and insights
- CRM system management
- Strategic planning
- Continuous improvement
- Cross-functional collaboration
- Stakeholder management
- Team leadership and coaching
- Staff training and development
- Adaptability and flexibility
- Policy development
- Marketing strategy
Accomplishments
- Drove 40% growth in listing-side business through operational improvements and marketing alignment
- Built and scaled a podcast ranked in the top 25% globally for downloads and engagement
- Managed and optimized a 3,000+ client pipeline, improving conversion and client engagement
- Designed and implemented scalable workflows that increased team efficiency and operational consistency
- Developed a client continuity program that improved client retention and referral business
Certification
Real Estate License - 2022
Timeline
Podcast Co-Creator & Co-Host / Operations Lead
Real Talk Hilton Head
01.2025 - Current
Director of Operations
At The Cross Enterprises
05.2022 - Current
Processing Analytics & Pipeline Manager
Real Genius | Consumer Direct Mortgage
04.2017 - 04.2022
Mortgage Processing Manager
Real Genius | Consumer Direct Mortgage
03.2015 - 04.2017
Mortgage Loan Processor
Accenture
02.2013 - 09.2014
Senior Mortgage Loan Adjustor
Wells Fargo Home Mortgage
10.2009 - 03.2013
Operations / Processing Manager
3 In 1 Processing
07.2001 - 09.2009
Bachelor of Arts - Marketing
Francis Marion University