Sarita Troutman
Southfield,MI
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
24
24
years of professional experience
Work History
Team Leader
Rocket Mortgage
Detroit, Michigan
10.2023 - 03.2026
- Led Rocket Mortgage team through daily mortgage service workflows and client requests.
- Coached associates on loan systems, policies, and customer communication standards.
- Monitored service queues to prioritize work and support mortgage file completion.
- Delivered team updates on policy changes, process steps, and service expectations.
- Supported onboarding for new hires through side-by-side training and feedback.
- Promoted a positive work culture to enhance collaboration among team members that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Established clear expectations for employees, providing guidance when needed.
- Developed strategies for problem solving and conflict resolution among team members.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conducted regular performance reviews to assess individual team member progress.
- Collaborated with other departments to ensure alignment of goals across teams.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Team Captain
Rocket Mortgage
Detroit, MI
03.2022 - 10.2023
- Led Rocket Mortgage team through daily mortgage service workflows and client requests.
- Coached associates on loan systems, policies, and customer communication standards.
- Monitored service queues to prioritize work and support mortgage file completion.
- Resolved escalated borrower issues with clear guidance and steady follow-up.
- Reviewed loan documents for accuracy, completeness, and compliance requirements.
- Coordinated with underwriting, processing, and servicing teams on file status.
- Delivered team updates on policy changes, process steps, and service expectations.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Created training materials and conducted group trainings on new processes or procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
Senior loan analyst
Rocket Mortgage
Detroit, Michigan
01.2018 - 03.2022
- Reviewed loan documents for accuracy, completeness, and compliance requirements.
- Resolved escalated borrower issues with clear guidance and steady follow-up.
- Monitored service queues to prioritize work and support mortgage file completion.
- Led Rocket Mortgage team through daily mortgage service workflows and client requests.
- Coached associates on loan systems, policies, and customer communication standards.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Supported onboarding for new hires through side-by-side training and feedback.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Maintained a positive work environment that promoted collaboration between team members.
- Developed strategies for problem solving and conflict resolution among team members.
Servicing Trainer
Rocket Mortgage
Detroit, Michigan
11.2017 - 01.2018
- Delivered trainer sessions using employer training materials and classroom agendas.
- Developed lesson plans aligned with employer learning objectives and role requirements.
- Assessed trainee understanding through quizzes, demos, and direct observation.
- Updated training records in employer systems and attendance logs.
- Coordinated with supervisors to schedule sessions and training needs.
- Adapted teaching methods according to the needs of individual learners or groups.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Resolved any issues raised by participants during the training session in a timely manner.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Maintained up-to-date knowledge of industry trends and best practices.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
Teller
Chase Bank
Lathrup Village, MI
10.2002 - 10.2004
- Processed cash deposits, withdrawals, and transfers using Chase banking systems.
- Assisted customers with account inquiries and branch service requests.
- Balanced teller drawer and verified cash against daily transaction records.
- Followed Chase Bank procedures for check cashing and funds availability.
- Identified customer needs and referred banking products to branch specialists.
- Resolved account issues with clear communication and professional service.
- Handled large volumes of currency quickly and accurately with minimal errors.
Bartender
Sip Happens with Sarita
Southfield, Michigan
07.2023 - Current
- Mixed cocktails and signature drinks for Sip Happens with Sarita guests
- Followed sanitation standards and cleaned bar areas throughout service
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
Education
Mumford High
Detroit, MISome College (No Degree) - Business Management
Wayne State University
Detroit, MISkills
- Mortgage workflows
- Loan servicing
- Compliance review
- Quality assurance
- Queue management
- Workflow management
- Process improvement
- Workflow optimization
- Team leadership
- Team supervision
- Team building
- Performance coaching
- Coaching and mentoring
- Staff education and training
- Task delegation
- Meeting facilitation
- Problem solving
- Analytical thinking
- Expectation management
- Strategic planning
- Clear communication
- Client communication
- Customer service
- Client service
- Call center operations
- Flexible schedule
- Documentation and reporting
- Feedback delivery
- Giving constructive feedback
- Overseeing daily activities
- Deadline management
- Attention to detail
- Change management
- Employee evaluation
- Evaluating employee work
- Fostering a positive work environment
- Monitoring team workload
- Service level agreements
- Cash handling
- Overseeing daily activities
- Deadline management
References
References available upon request.
Timeline
Team Leader
Rocket Mortgage
10.2023 - 03.2026
Bartender
Sip Happens with Sarita
07.2023 - Current
Team Captain
Rocket Mortgage
03.2022 - 10.2023
Senior loan analyst
Rocket Mortgage
01.2018 - 03.2022
Servicing Trainer
Rocket Mortgage
11.2017 - 01.2018
Teller
Chase Bank
10.2002 - 10.2004
Mumford High
Some College (No Degree) - Business Management
Wayne State University