Emma Mullen
Summary
Strategic Vice President known for productivity and efficient task completion. Proven ability to drive cross-functional collaboration and implement innovative solutions to complex business challenges. Excel in communication, problem-solving, and strategic planning to drive organizational success.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Vice President
PennyMac
Pasadena, CA
03.2024 - Current
- Directed change management and technology enhancements for CDL sales projects, ensuring alignment with business objectives.
- Designed and implemented training for new processes and tools, resulting in increased team effectiveness.
- Collaborated with cross-functional teams to identify opportunities for improvement and innovation.
- Authored stakeholder communications regarding upcoming changes and developments.
- Ensured compliance through collaboration with various departments to meet regulatory standards.
- Conducted performance reviews, providing feedback for career development of direct reports.
- Executed quality assurance and quality control measures for pipeline initiatives, maintaining high standards of compliance and performance.
AVP, Project Management
PennyMac
Pasadena, CA
09.2022 - 03.2024
- Coordinated testing activities across multiple teams, enhancing collaboration and execution efficiency.
- Maintained testing schedules to align with project timelines effectively.
- Facilitated training sessions on testing protocols and best practices, improving team knowledge and compliance.
- Oversaw compliance with industry standards throughout all testing phases.
- Monitored quality control and identified root causes of non-conformances, contributing to continuous improvement efforts.
- Resolved issues promptly, demonstrating strong problem-solving skills.
IT Project Manager
PennyMac
Pasadena, CA
01.2021 - 09.2022
- Analyzed business processes to identify areas for improvement and efficiency.
- Developed documentation for business processes and system requirements.
- Analyzed existing systems and processes to identify areas of improvement.
Sales Manager – Recruiting & Training
PennyMac
Pasadena, CA
03.2019 - 01.2021
- Developed and maintained onboarding materials and resources for staff use.
- Facilitated new hire orientation sessions for smooth onboarding experiences.
- Provided ongoing support to new hires during their transition period.
- Hired employees and processed hiring-related paperwork.
- Assessed new hires for compliance with company, state and federal requirements.
- Developed training programs to enhance employee skills and knowledge.
- Organized and coordinated training sessions for new employees.
- Collaborated with department leaders to identify training needs and gaps.
- Evaluated training effectiveness through participant feedback and assessments.
Retail Account Executive
PennyMac
Pasadena, CA
08.2015 - 03.2019
- Cultivated relationships with potential customers to drive loan business growth.
- Communicated loan options and terms to prospective borrowers clearly.
- Provided exceptional customer service to facilitate seamless loan processes.
- Evaluated client financial information to assess loan eligibility accurately.
- Ensured loan agreements met compliance standards through thorough review for completeness and accuracy.
- Responded quickly to customer inquiries about rates, products, and application status.
Education
Bachelor of Arts -
McKendree University
Lebanon, IllinoisSkills
- Operations & Governance: Quality Assurance / Quality Control (QA/QC), Internal Controls & Compliance, Regulatory Compliance, Six Sigma
- Six Sigma
- User acceptance testing
- Sales & Growth: Strategic Partnerships, Consumer Direct Lending, Relationship Building, Performance Metrics, Product Adoption, Pipeline Management
- Stakeholder management
Personal Information
NMLS ID Number 37245
Certification
Six Sigma Green Belt Certification, NMLS License #372455
Areas of Expertise & Key Accomplishments
- Sales Leadership & Account Management
- Direct Revenue Generation: Top-performing Loan Officer in the Purchase Division, consistently driving mortgage loan originations through the consumer direct channel. Expertise in cross-selling comprehensive financial products, including secured and unsecured consumer loans, credit cards, insurance products, and banking solutions to maximize client lifetime value.
- Sales Force Scaling & Coaching: Directed sales teams while executing talent acquisition, onboarding, and coaching programs; trained representatives on consultative selling methodologies to increase conversion rates and achieve quota targets.
- Sales Operations, Quality Control & Compliance
- QA/QC Team Leadership: Led dedicated Quality Assurance and Quality Control teams to monitor loan production accuracy, uphold operational standards, and streamline quality workflows.
- Product & Platform Adoption: Drove change management initiatives and sales enablement efforts to accelerate sales team adoption of new business systems, maximizing platform ROI and shortening deal cycles.
- Cross-Functional Project Management & Systems Implementation
- Sales Tech & Infrastructure Optimization: Managed end-to-end technology implementations for contact center operations and lending platforms from initial scope through full deployment; designed and delivered comprehensive training programs and provided dedicated post-release support to maximize user adoption.
- Stakeholder Alignment & Visibility: Facilitated alignment between sales executives, IT teams, and C-suite leadership; developed executive reporting dashboards and managed UAT protocols to ensure flawless platform launches.
Leadership & Employee Resource Group Involvement
- Communications Chair, wEMRG (Women’s Employee Resource Group)
- Vice Chair, InspirAsian Employee Resource Group
Timeline
Vice President
PennyMac
03.2024 - Current
AVP, Project Management
PennyMac
09.2022 - 03.2024
IT Project Manager
PennyMac
01.2021 - 09.2022
Sales Manager – Recruiting & Training
PennyMac
03.2019 - 01.2021
Retail Account Executive
PennyMac
08.2015 - 03.2019
Bachelor of Arts -
McKendree University