Krystal Querry
Glendale,AZ
Summary
Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
Work History
Branch Manager
All Western Mortgage
04.2024 - Current
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Resolved issues and recommended actions based on production and compliance reports.
- Identified and solved issues with production, workforce and material sourcing to drive business objectives.
- Evaluated product development strategies and prepared alternative approaches to exceed goals.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Created and made appropriate documentation for annual budgets and senior leadership goals.
- Mitigated financial discrepancies by managing budget and payroll operations.
- Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
- Attended trade shows and client meetings, promoting company brand and building rapport with prospects and partners.
- Employed optimal safety practices to reduce work site complaints, hazards, incidents or lost-time accidents to improve overall OSHA scores and expand bid opportunities.
- Identified opportunities to improve business process flows and overall departmental productivity.
- Drove short-term and advanced promotional planning processes.
- Led operational team in creation, roll out and management of new product lines.
- Orchestrated positive media coverage and stakeholder relations as public face of company.
- Managed company budget by designing complex financial model to track and validate expenses.
- Initiated on-time, under-budget project management to optimize performance.
- Increased company growth through collaboration with sales and marketing departments.
- Established performance goals for department and provided methods for reaching milestones.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
VP of Operations
NewFed Mortgage
02.2023 - 03.2024
- Developed and implemented strategic and technology roadmaps.
- Investigated new technologies and adopted useful systems or devices.
- Laid out complete business continuity plan to maintain data protection in event of natural disaster or long-term outage.
- Managed company-level architecture, platform and data configuration processes and implementation protocols.
- Identified, planned and managed research and development initiatives.
- Sourced vendors, negotiated contracts and developed productive relationships.
- Facilitated ongoing team development and growth through training and professional skills enhancement.
- Collaborated with third-party vendors to implement new business systems.
- Led organizational restructuring initiatives to improve overall efficiency, streamline reporting lines, and eliminate redundancies while maintaining high employee morale and engagement levels.
- Fostered a culture of continuous improvement within the organization by implementing best practices in operations management and providing ongoing training for staff members.
- Identified opportunities for automation, leading to a significant reduction in manual labor costs and increased efficiency.
- Developed cross-functional teams to foster collaboration, resulting in increased productivity and performance.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Director of Underwriting
Loandepot
09.2016 - 01.2023
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Developed, tracked and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
- Documented and analyzed processes and procedures and adhered to regulatory guidance.
- Performed regular audits and tests of infrastructure and applications to prevent QC findings or re-purchase of loans.
- Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
- Prioritized framework to evaluate technology and regulate communication with business stakeholders.
- Cultivated highly-regarded technology services organization that sustained culture of respect, collective pride and individual and group professional development.
- Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
- Communicated regularly with all internal and external partners through out the build-out of new programs and systems.
- Coordinated projects, defined scope, and managed milestones.
- Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
- Developed and maintained service level agreements for strategic applications and measured performance against objectives.
- Analyzed department and job-related functionality requirements to align technology priorities with business needs.
- Promoted a culture of continuous improvement by encouraging innovation and open communication within the underwriting team.
- Optimized departmental resource allocation by identifying areas needing improvement through regular performance evaluations.
- Led underwriting management staff and specialists to achieve results, maximize capabilities and promote employee development.
- Enhanced underwriting profitability by implementing refined risk selection strategies and guidelines.
- Assisted underwriting management teams with review of complex cases, staffing resource projections, process improvements and overall workload balance and management.
- Championed diversity initiatives within the organization, fostering an inclusive work environment that attracted top talent from various backgrounds.
- Streamlined underwriting processes for increased efficiency and customer satisfaction.
- Led successful integration projects following mergers or acquisitions resulting in seamless transitions for clients and employees alike.
- Participated in industry conferences and seminars to stay current on emerging trends affecting the insurance landscape.
- Implemented quality control measures to ensure consistency in decision-making across the underwriting team.
- Reduced turnaround time on file reviews by implementing automated workflows and system improvements.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
Education
Master of Science - Information Assurance
University of Dallas
Irving, TX12.2008
Bachelor of Science - Business Management
ASU
Tempe, AZ05.2004
Skills
- Performance metrics analysis
- Targeted marketing
- Policy and procedure development
- Relationship building and retention
- Presentations
- Relationship building
- Coaching and mentoring
- Employee reviews
- Product development
- Effective leader
- Scheduling
- Budget development
- Staff training/development
- Employee scheduling
- Inventory management
- Business Development
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 30-40 staff members.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Repeatedly received recognition from superiors for excellence in service.
- Earned the “Pinnacle Award ” in 2020, 2021 & 2022 for Top Team in production and Quality.
- Resolved product issue through consumer testing.
- Collaborated with team of 6 in the development of Full Automated Underwriting.
Languages
English
Full Professional
Timeline
Branch Manager
All Western Mortgage
04.2024 - Current
VP of Operations
NewFed Mortgage
02.2023 - 03.2024
Director of Underwriting
Loandepot
09.2016 - 01.2023
Master of Science - Information Assurance
University of Dallas
Bachelor of Science - Business Management
ASU
Similar Profiles
Dwight FantroyDwight Fantroy
Senior Mortgage Loan Processor at All Western MortgageSenior Mortgage Loan Processor at All Western Mortgage
Carmen ArandaCarmen Aranda
Underwriter at All Western MortgageUnderwriter at All Western Mortgage
Angela WelshAngela Welsh
Loan Officer Assistant at All Western MortgageLoan Officer Assistant at All Western Mortgage