LeeAnn Ly
Summary
Experienced Operations Leader accustomed to working in high volume settings with over 20 years of experience. Extremely motivated individual willing to get task done swiftly and efficiently. Extraordinary communication skills accommodated with superb problem skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
19
19
years of professional experience
Work History
Regional Operations Manager
Supreme Lending
04.2019 - Current
- Oversee and managing sales, processing, underwriting and closing team in designated region
- Execute and perform daily and weekly meetings to operations team
- Develop procedures and process flows for maximum productivity and efficiency
- Responsible for pipeline management
- Prepare and analyze data reports on various categories such as pricing and profitability, SLA turnaround times, and loan metrics
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
Regional Operations Manager
Finance of America Mortgage
08.2017 - 04.2019
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
- Enhanced regional branch performance by implementing proven management processes to increase revenue.
Assistant Vice President
Genpact Mortgage Services
02.2015 - 08.2017
- Manage and oversee operations team consisting of 200 operational employees and multiple sites
- Ensure staff follows client SLA to meet various metrics in production, quality, customer service, and efficiency
- Develop and establish operational plan including production, compliance, staffing, employee retention and training
- Develop process flows and procedures to ensure maximum productivity and efficiency
- Maintain regular weekly meetings with direct and indirect reports to ensure pipeline movement
- Provide coaching and training to processing managers to ensure pipelines are moved within tollgates
Operations Manager
American Financial Network Inc.
04.2014 - 02.2015
- Responsible for hiring and overseeing operations staff
- Ensure staff follows company policy and procedures, meet closing deadlines, meet daily call quotas, and maintain a high level of customer service
- Maintain and oversee overall daily operations of the branch
- Complete monthly commissions/bonus for employees
Operations Manager
Ditech Mortgage
10.2013 - 04.2014
- Managing a team of processors to ensure mortgage loans are processed and completed according to established policies and procedures
- Responsible for the productivity and quality performance of processors
- Oversee hiring, training, and performance management for processors
- Managing processor's pipeline on a daily basis to ensure even work loan and efficiency
- Handle all loan escalations, rushes, and customer issues
Regional Processing Manager
Nationstar Mortgage
02.2012 - 10.2013
- Train and oversee processors and all processing activities
- Provide training, feedback, and coaching to processors
- Responsible for providing reports on compliance, file quality, internal audits and processor performance reviews to executive management
- Responsible for motivating, directing, and evaluating the work of loan processors to ensure timely and accurate processing and turnaround times
- Responsible for pipeline management and maintaining production reports for executive management
Loan Administration Manager
Wells Fargo Home Mortgage
04.2005 - 01.2012
- Training, coaching and overseeing remote processors and all processing activities at various sites in West Texas area
- Escalate processing issues and acts as a liason between sales partner and underwriting
- Managing and reviewing processor pipeline for maximum efficiency and production
- Creating process workflows and checklist to ensure proficiency
- Reviewing company guidelines to ensure loan meets product guidelines and loan ratios
Education
Bachelor of Science - Business/Finance
University of Houston
Skills
- Problem Solving
- Revenue and Profitability Management
- Process Improvement
- Microsoft Office/Excel
- Organizational skills
- Operational Efficiency
- Outstanding communication skills
- Excellent interpersonal skills
- Staffing oversight
Timeline
Regional Operations Manager
Supreme Lending
04.2019 - Current
Regional Operations Manager
Finance of America Mortgage
08.2017 - 04.2019
Assistant Vice President
Genpact Mortgage Services
02.2015 - 08.2017
Operations Manager
American Financial Network Inc.
04.2014 - 02.2015
Operations Manager
Ditech Mortgage
10.2013 - 04.2014
Regional Processing Manager
Nationstar Mortgage
02.2012 - 10.2013
Loan Administration Manager
Wells Fargo Home Mortgage
04.2005 - 01.2012
Bachelor of Science - Business/Finance
University of Houston
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