Hi, I’m
Shelley Berna
Mansfield,TX
Summary
Strategic and results-driven Operations Manager with 10+ years of leadership in the mortgage industry, renowned for optimizing operations and elevating team performance. Expert in aligning business processes with organizational goals through thoughtful planning and proactive problem-solving. Proven track record of building high-performing teams, boosting productivity, and delivering measurable improvements across mortgage operations. Deep knowledge of conventional, FHA, VA, and USDA lending guidelines. Licensed loan officer with a unique ability to bridge the gap between sales and operations, leveraging strong communication skills and a deep appreciation for the role of support staff in driving business success
Overview
14
years of professional experience
1
Certification
Work History
Cherry Creek Mortgage a Division of Guild Mortgage
Operations Manager
04.2021 - Current
Job overview
- Streamlined operational processes, enhancing efficiency across loan processing workflows.
- Led cross-functional teams to implement best practices in mortgage operations.
- Developed and maintained performance metrics to monitor departmental success.
- Trained and mentored staff on compliance regulations and operational standards.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised daily activities, ensuring compliance with operational standards and protocols.
- Support loan officers in originating quality loans.
Susser Bank
Processing Manager
06.2011 - 04.2021
Job overview
- Developed and maintained standard operating procedures for processing activities
- Trained and mentored team members on best practices and compliance protocols.
- Analyzed processing data to identify trends and areas for improvement..
- Streamlined processing procedures by implementing innovative strategies and technological solutions.
- Guided loan officers through loan origination process
- Cultivated positive working relationships among team members by promoting open lines of communication throughout the department.
Education
Stephen F. Austin State UniversityNacogdoches, TX
Bachelor of Science from Marketing/Management
12-1995
Skills
- Mortgage lending expertise
- Sales team leadership
- Pipeline management skills
- Regulatory compliance knowledge
- Loan origination systems
- Staff development coaching
- Encompass LOS fluency
- Communication excellence
Certification
- Licensed Loan Officer NMLS # 271626
Timeline
Operations Manager
Cherry Creek Mortgage a Division of Guild Mortgage
04.2021 - Current
Processing Manager
Susser Bank
06.2011 - 04.2021
Stephen F. Austin State University
Bachelor of Science from Marketing/Management
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