Tammi Doherty
Tigard
Summary
Dedicated and adaptable training professional with a focus on developing high-quality training programs. Known for enhancing employee skills and streamlining processes, ready to leverage expertise to drive organizational success.
Overview
11
11
years of professional experience
Work History
Production Training Specialists
American Pacific Mortgage Corporation
Rocklin
09.2021 - Current
- Developed training materials for mortgage processes and compliance standards.
- Facilitated workshops to enhance employee skills in customer service and sales techniques.
- Coordinated onboarding sessions for new hires to ensure smooth integration into the team.
- Implemented best practices in training delivery using various learning management systems.
- Collaborated with teams to design interactive e-learning modules for remote employees.
- Provided one-on-one coaching to employees seeking improvement in performance areas.
- Developed and maintained training materials, including job aids, handouts, and presentations.
- Conducted train-the-trainer sessions to ensure trainers are prepared to deliver courses effectively.
- Delivered virtual instructor-led training sessions via video conferencing technology.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Trained employees on new software with minimum level of frustration and training friction.
- Produced high-quality videos for future training purposes.
Operations Manager
Capstone Home Loans, DBA APM
Lynwood
09.2019 - 09.2021
- Managed daily operations to ensure efficient loan processing workflows.
- Coordinated with teams to enhance customer service and satisfaction levels.
- Oversaw compliance with regulatory requirements in mortgage lending practices.
- Implemented process improvements to streamline loan application procedures.
- Trained staff on operational protocols and best practices in the industry.
- Monitored performance metrics to identify areas for operational enhancement.
- Facilitated communication between departments to resolve operational challenges.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
Regional Operations Manager
Prime Lending
Dallas
11.2014 - 10.2018
- Collaborated with cross-functional teams to enhance operational efficiency and service quality.
- Implemented training programs for staff on mortgage processing and customer service standards.
- Analyzed operational metrics to identify areas for improvement in service delivery.
- Developed strategies to streamline loan processing and reduce turnaround times effectively.
- Conducted regular meetings with stakeholders to align on operational goals and priorities.
- Ensured compliance with federal and state regulations within regional lending operations.
- Established budgets, monitored expenses, and tracked investments in the region's operations team.
- Oversaw hiring process for new employees in order to ensure compliance with company standards.
- Controlled expenses, eliminated waste, reduced overhead costs and developed operating budgets.
- Coordinated with other regional managers to ensure consistency in processes across multiple locations.
- Created performance reviews for staff members based on established criteria.
- Assisted department heads with developing plans for upcoming projects or initiatives related to regional operations.
- Maintained accurate records of all operational activities in accordance with company guidelines.
- Identified opportunities for cost savings within the region's operations department through process improvements or technology upgrades.
- Visited regional locations to verify full functionality and operational effectiveness.
- Organized events such as conferences or workshops aimed at improving operational practices in the region.
- Verified adherence to OSHA and internal safety standards to minimize risks and enhance workplace safety.
- Supported regional branches with turnaround management processes, increasing organization and efficiency to enhance profitability.
- Resolved customer complaints quickly while maintaining a positive relationship between customers and management.
- Conducted regular meetings with staff members to discuss progress, challenges, and goals.
- Delegated work to staff, setting priorities and goals.
- Mitigated business risks by working closely with staff members and assessing performance.
Education
High School Diploma -
Corning Union High School
Corning, CA06-1983
Skills
- Developing training materials
- Virtual training delivery
- Continuous process improvement
- Mortgage compliance standards
- Effective communication
- Problem solving
- Team building
- Adaptive learning strategies
- Training delivery
- Performance assessment
- Online training experience
- Classroom expertise
- Employee training
- Process improvement
- Project management
- Customer relationship management
- Team collaboration
- Performance monitoring
- Conflict resolution
- Time management
- Coaching and mentoring
- Operational controls development
- Sales support
Timeline
Production Training Specialists
American Pacific Mortgage Corporation
09.2021 - Current
Operations Manager
Capstone Home Loans, DBA APM
09.2019 - 09.2021
Regional Operations Manager
Prime Lending
11.2014 - 10.2018
High School Diploma -
Corning Union High School