Ivonne Nava Pettegrew
Cedar Falls,Iowa
Summary
Highly skilled Implementation Specialist with broad experience in project management, system implementation, and client support. Proven ability to understand client needs and transform them into effective software solutions. Strengths include strong analytical skills, adept problem-solving abilities, and solid customer service orientation. Previous roles led to improved operational efficiency and enhanced user experiences through successful system implementations.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
- Experienced FinTech professional specializing in mortgage servicing technology implementations, client onboarding, and advisory services. Combines expertise in customer success, business operations, data analysis, and product-adjacent strategy to help organizations optimize servicing workflows, drive digital transformation, and maximize technology investments. Skilled in translating complex business requirements into scalable solutions across the full product lifecycle, from discovery and implementation through adoption, optimization, and ongoing client success. Recognized as a trusted advisor with a strong focus on compliance, operational excellence, process improvement, and delivering measurable business outcomes.
Training & Advisory Specialist SR - Implementations and Onboarding
Sagent Lending Technologies
08.2021 - Current
- Dynamic Training & Advisory Specialist with extensive expertise in onboarding, implementation strategy, customer success, and mortgage servicing operations.
- Serves in a product-adjacent capacity, bridging clients, operations, product management, and technical teams to translate business requirements into scalable system solutions and improved user experiences.
- Demonstrates comprehensive knowledge of the full mortgage servicing system lifecycle, including discovery, requirements gathering, solution design, configuration, testing, implementation, adoption, optimization, enhancement planning, and ongoing client support.
- Partnered with stakeholders throughout customer lifecycle to ensure successful implementations, operational readiness, system adoption, and enhanced client satisfaction.
- Leveraged data analysis and reporting insights to identify trends, validate business requirements, support informed decision-making, and drive targeted process improvements.
- Applies strong business operations expertise to evaluate workflows, improve efficiency, reduce process gaps, and align servicing operations with regulatory, compliance, and organizational objectives.
- Lead cross-functional collaboration between clients, product teams, implementation resources, and subject matter experts to resolve complex business and system challenges.
- Develop detailed business and functional documentation, process flows, training materials, implementation guides, and actionable recommendations to support stakeholder success.
- Designs and delivers impactful training and advisory programs that enable users to maximize platform capabilities, operational effectiveness, and business value and solution adoption activities to ensure successful delivery outcomes.
- Recognized for managing complex initiatives, driving customer outcomes, influencing process improvements, and serving as a trusted advisor throughout implementation and postproduction support.
Program Assistant
University of Northern Iowa Classic Upward Bound
11.2020 - 05.2021
- Designed and facilitated summer programs that fostered engagement and collaboration among scholars.
- Researched, planned, and implemented leadership programs to enhance scholar development.
- Analyzed scholar data in Blumen database to track goals and program completion, informing future program planning.
Conversion and Implementation Analyst
Sagent Lending Technologies
10.2015 - 10.2019
- Training and advisory specialist with proven expertise in strategic onboarding leadership and customer lifecycle management; recognized for authoritative leadership, a collaborative approach, and unwavering commitment to professional excellence.
- Designed and delivered training programs for new and existing clients, maximizing user adoption and system value.
- Optimized customer onboarding processes, ensuring seamless transitions and alignment with organizational objectives.
- Oversaw post-sales customer lifecycle activities, including onboarding, product implementations, training, and consulting, enhancing customer retention and satisfaction.
- Provided leadership and support for assigned implementation projects, collaborating with internal and external teams to achieve key milestones.
- Identified opportunities to streamline implementation processes and enhance documentation, improving overall team efficiency.
- Mentored internal and external customers, fostering professional growth and enhancing client relationships.
- Resolved complex customer issues by collaborating with stakeholders to implement solutions and enhance product offerings.
- Conducted business best practice reviews and requirements gathering sessions, documenting recommendations and best practices.
- Recognized as a subject matter expert in default implementation processes for mortgage and consumer products, including regulatory compliance and vendor management.
Property Inspection, Preservation and Registration Vendor Manager
Ocwen Loan Servicing FKA GMAC Mortgage, LLC
01.2012 - 10.2015
- Oversaw property registration, inspection, and preservation vendor management for investors and city, municipal, and state programs, ensuring compliance and effective management of vacant and foreclosed properties.
- Established and led the Property Registration Department, developing comprehensive policies, procedures, and risk management strategies to support departmental operations.
- Developed and implemented vendor statements of work and performance scorecards to standardize expectations and ensure accountability across all vendor engagements.
- Designed and executed compliance programs in alignment with the Consumer Financial Protection Bureau (CFPB), Department of Urban Development (HUD), and Real Estate Settlement Procedures Act (RESPA) regulations.
- Created and maintained management reports to track and analyze key performance indicators for property registration, inspection, and preservation vendors, enhancing decision-making processes.
- Conducted monthly audits and prepared scorecards for upper management, evaluating third-party vendor performance in the property registration process.
- Responded promptly to state and municipal complaints and violations, providing internal documentation to mitigate penalties and ensure regulatory adherence.
Loss Mitigation Supervisor
GMAC Mortgage, LLC
05.2004 - 01.2012
- Supervised a team of 10+ analysts responsible for administering Government Sponsored Enterprise (GSE) loss mitigation solutions.
- Established and refined charge-off processes for Freddie Mac, Fannie Mae, FHA, and VA asset portfolios, enhancing operational consistency and regulatory adherence.
- Oversaw charge-off processes for GSE and bank-owned assets, ensuring compliance with financial regulations and safeguarding organizational integrity.
- Developed and executed compliance management strategies to ensure alignment with Consumer Financial Protection Bureau (CFPB), Real Estate Settlement Procedures Act (RESPA), investor, and insurer requirements.
- Trained and mentored staff in achieving departmental and organizational objectives, fostering professional development and goal attainment.
- Collaborated in the design and implementation of the Equator System for processing GSE loans, leading the transition of short sale and deed-in-lieu workflows to the Equator management platform.
- Developed and monitored performance action plans for team members, fostering accountability and promoting continuous improvement across the department.
- Instituted and maintained fraud prevention controls for short sale and deed-in-lieu transactions.
- Contributed to conversion project team for implementing new servicing system to improve operational efficiency.
Education
Master of Public Policy -
University of Northern Iowa
Cedar Falls, IA05-2023
Bachelor of General Studies -
University of Northern Iowa
Cedar Falls, IASkills
- Product Lifecycle Management
- Customer Success & Client Advisory
- Business Operations & Process Improvement
- Data Analysis & Reporting Insights
- Requirements Gathering & Solution Design
- Mortgage Servicing Operations
- User Acceptance Testing (UAT)
- Change Management & Adoption
- Cross-Functional Leadership
- Regulatory & Compliance Awareness
- Implementation & Onboarding Strategy
- Training Development & Knowledge Transfer
- Azure DevOps
- Adobe Creative Cloud
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio, Access, Publisher, SharePoint)
- BKFS Default Servicing Solutions
- ServiceNow
- Google Cloud - Cloud Digital Leader
- Diversity Team Lead
- CASA Program Coordinator
Certification
Claud Digital Leader, Social and Behavioral Research - CITI Program, August 2022, Agile Foundations October 2024
Languages
Spanish (Bilingual)
Timeline
Training & Advisory Specialist SR - Implementations and Onboarding
Sagent Lending Technologies
08.2021 - Current
Program Assistant
University of Northern Iowa Classic Upward Bound
11.2020 - 05.2021
Conversion and Implementation Analyst
Sagent Lending Technologies
10.2015 - 10.2019
Property Inspection, Preservation and Registration Vendor Manager
Ocwen Loan Servicing FKA GMAC Mortgage, LLC
01.2012 - 10.2015
Loss Mitigation Supervisor
GMAC Mortgage, LLC
05.2004 - 01.2012
Master of Public Policy -
University of Northern Iowa
Bachelor of General Studies -
University of Northern Iowa