Michelle Lee
Anaheim,CA
Summary
Highly adaptable and persistent professional with 25 years of diverse experience in leadership, team management, and independent work. Proven track record as a self-starter and results-oriented problem solver, consistently achieving success across varied work environments. Seeking to leverage extensive expertise in a dynamic role where innovation and team collaboration are key.
Overview
26
26
years of professional experience
1
1
Certification AI Master the Basics from IBM
1
1
Certification Leadership and Foundational Principles- HarvardX
1
1
ATD Instructional Design Certified
1
1
NMLS Licensed
1
1
Canva Essentials
4
4
years of post-secondary education
Work History
Learning Sales Specialist II
Mr. Cooper
07.2024 - Current
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established expectations
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Assessed performance regularly using both formative and summative assessments to inform future lesson planning.
- Continuously pursued professional development opportunities such as workshops or conferences to stay current on company changes
- Went through entire process flow to get a loan into Processing, best practices for efficiency, trust builders
- Prepared for live Sales production where I assist in building pipelines, troubleshooting and providing additional lessons as needed
Sales Incubation Manager
Mr Cooper
09.2020 - 01.2023
- Train, coach and assist new hires going on production while staying in compliance
- Call coaching with one on one and group calibrations
- Guidelines, pricing and program selection rationale review
- Direct Sales Manager Role for 6 months for team coverage
- Auto emailed exhausted leads and revamped connections to mortgage or purchase professional
- Created training Power Points, Quick Reference Guides and Job Aids for all of sales based on reporting and trends
- Call coaching for all of sales. Improvement noted on outbound dials and production metrics including 45% Lead to Application goal and more Lead to Origination conversions leading to fundings
Learning Specialist II
Mr Cooper
05.2019 - 09.2020
- Sales and Processing Trainer with ability to train over 30 individuals on multiple systems, process flow and guidelines
- Live file review and live production assistance leading to increased production while optimizing performance
- Develop new training material working with PowerPoint, voice recording videos, Job Aids and Quick Reference Guides. Ability to prepare for virtual or in person
- Communicate consistently with lines of business to ensure their requests are accurately handled
- Monitored performance while on production for measurable initial results and patterns
Loan Officer
Mr Cooper
08.2018 - 05.2019
- Offering FHA, VA, Conventional and streamline options
- Inbound/Outbound calls
- Pricing, locking and follow-up
- Outbound calls 50-150. High Origination to Fund percentage
- Originated, reviewed, processed, closed and administered customer loan proposals
- Reviewed loan agreements to enhance clarity and monitor compliance
Loan Officer
American Advisors Group
05.2017 - 08.2018
- Hybrid Loan Officer offering Reverse and Forward mortgage options
- Inbound/Outbound calls with ability to dial over 100 customer calls per day
- Compassionate phone sales
- Out of box thinking capability
- Hands on during every stage of process leading to increased sales revenue
- Consistent follow up/availability while establishing future relationships
Manager
Carrington Mortgage Services
03.2016 - 04.2017
- Specializing in maintaining connections between all entities during home buying experience
- Trained Relationship Specialists and provided directors with feedback and ideas for current and future forward-thinking ideas/plans
- Goal focused on 125 opportunities created per month and minimum call requirements on 120 per day
- Daily team management and training including Cross selling, Rebuttals, thinking like consumer, and Quality management
Supervisor
Carrington Mortgage Services
03.2014 - 03.2016
- Established new Call Center within Carrington
- Real Estate Agent, broker and Account Executive liaison
- Started with 7 Branch locations throughout USA to over 13 within first month due to success and increased volume
- Opened Call Centers in Jacksonville, FL and Nashville, TN to mirror process and work hand in hand with daily functions
- Ran daily dialers in addition to pulling data for trickle feed dialer
- Coached, monitored and provided throughout day contact rates, call volume, production, guidance and performance reviews
Supervisor
Carrington Mortgage Services
05.2012 - 03.2014
- Maintained highest quality scores throughout project. High performing and accurate team
- Knowledge of FHA, GSE, and non GSE loans and their guidelines
- Up to date on procedural changes and immediate advisement on how to maintain Quality
- Balance Quality and Production while training on new guidelines to perform while keeping rejections low
Senior Underwriter
Quantum Law Firm
05.2010 - 05.2012
- Experience in handling homes in bankruptcy and assisting attorneys in gathering information and documents for bankruptcy process
- Negotiating Modifications, Short Sales, deed in lieu, cash for keys
Senior Underwriter
Solution Processing
08.2009 - 05.2010
- Maintaining over 100 files daily
- Knowledge of specific guidelines per lender
- Negotiating terms of forbearance, repayment plans, or modifications
- Sale date and upcoming Sale Date monitoring
Processor/Underwriter
Foreclosure Prevention Group
01.2009 - 08.2009
- Completing modification packages needed for submission to lender, with proper calculations
- Follow up with lender and negotiating terms of modification
- Ensuring all other staff stayed within time constraints of file management and sale date monitoring
Sales Rep
First Financial Lending Group
07.2008 - 01.2009
- Contacting prospective clients via leads
- Gathering all needed documents to proceed with modification
Loan Officer
Loan Management Services
01.2004 - 06.2008
- Complete loan application knowledge
- Knowledge in loan programs available
- Sold loans both over phone and in face-to-face interviews
- Top Producing Loan Officer with high retention
Manager
Loan Management Services
10.2000 - 01.2004
- Hiring, training and coaching new and current phone representatives
- Responsible for monitoring and maintaining monthly sales goals
- Established and maintained one of the companies top producing sales teams
Skills
- Interpersonal Skills
- Strategic Planning
- Scheduling and Coordinating
- Administration and Reporting
- Leadership and Management Skills
- Team Building and Teamwork
- Communication and Collaboration
- Organization and Record Keeping abilities
- Team collaboration
- Upselling and cross selling
- Customer service and care
- Client relations
- Relationship building
- Sales presentations
- Pipeline management
- Performance tracking
- Sales training
- Relationship selling
- Call center operations
- Telemarketing expertise
- Sales process optimization
- Cold calling
- Objection handling
- Sales strategy development
- Staff education and training
- Sales reporting
- Sales analytics
- Interpersonal communication skills
- Customer relationship building
- Sales closing
- Customer service
- Customer relations
- Sales consultation
- Customer retention
- Sales development
- Strategic planning
- Lead generation
- Process improvement
- Competitor research
- Negotiation tactics
- Performance improvement
- Product and service sales
- Network development
- Records management
- Retention strategies
- Customer success management
- Staff training
- Time management
- Relationship management
Certification
- Association for Talent Development (ATD)
- Instructional Design Certificate 2019
- Exercising Leadership: Foundational Principles EDX- HarvardX
- AI for Everyone: Master the Basics
- Canva Essentials
NMLS License 1469439
Education
High School Diploma -
Rancho Vista High School
Temecula 01.1995 - 06.1998
Timeline
Learning Sales Specialist II
Mr. Cooper
07.2024 - Current
Sales Incubation Manager
Mr Cooper
09.2020 - 01.2023
Learning Specialist II
Mr Cooper
05.2019 - 09.2020
Loan Officer
Mr Cooper
08.2018 - 05.2019
Loan Officer
American Advisors Group
05.2017 - 08.2018
Manager
Carrington Mortgage Services
03.2016 - 04.2017
Supervisor
Carrington Mortgage Services
03.2014 - 03.2016
Supervisor
Carrington Mortgage Services
05.2012 - 03.2014
Senior Underwriter
Quantum Law Firm
05.2010 - 05.2012
Senior Underwriter
Solution Processing
08.2009 - 05.2010
Processor/Underwriter
Foreclosure Prevention Group
01.2009 - 08.2009
Sales Rep
First Financial Lending Group
07.2008 - 01.2009
Loan Officer
Loan Management Services
01.2004 - 06.2008
Manager
Loan Management Services
10.2000 - 01.2004
High School Diploma -
Rancho Vista High School
01.1995 - 06.1998
Similar Profiles
Lewis YoungLewis Young
Licensed Mortgage Professional at Mr. CooperLicensed Mortgage Professional at Mr. Cooper
DEEPAK NDEEPAK N
PROCESS ASSOCIATE at Mr. COOPERPROCESS ASSOCIATE at Mr. COOPER
Aisha GoldenAisha Golden
Processing Manager at Mr. CooperProcessing Manager at Mr. Cooper
Aileen OlveraAileen Olvera
Inspector at B. Braun MedicalInspector at B. Braun Medical
Georgia PolitisGeorgia Politis
Manager at Tom's Super BurgersManager at Tom's Super Burgers