Pepperdine Graziadio Business School

San Francisco State University

Enterprise Retail Sales Manager at Bank of America NMLS 824816

Responsible for leading programs and initiatives that impact how consumer lending does business, provides products and services, and executes within each function. Define and implement strategies to enable the consumer lending line of business. 

- Drive strategic integration across sales, product, pricing, credit, underwriting and fulfillment, and finance functions across the mortgage lending continuum and how we go to market.
- Enable performance of key operational metrics including P&L management and responsible growth through process and operating model optimization.
- Partner across home lending segments to deliver one cohesive strategy and operating model across Consumer Lending.
- Partner with home lending shared service to deliver process improvements and drive efficiencies including operational excellence initiatives.
- Provide subject matter expertise to change initiatives representing lending and support teams.
- Provide field support to increase proficiency and drive change adoption.
- Lead enablement efforts to advance tools and technology to improve process for employees and clients.
- Monitored the execution of defined tasks through tracking of program milestones and their status, developing program plans, and measuring progress against ongoing key performance indicators.

Bank of America

Vice President, Program Manager

Responsible for leading a team of Credit Solutions Advisors with responsibility for 25+ financial centers for the Los Angeles - Beverly Hills Preferred Lending Region.

Pinnacle Club - 2017 & 2019
Valiant Award for Leadership Dexterity - 2020 

Including:
- Recruit, hire, train, and retain Lending Officers
- Drive sales team to execute and deliver performance against goals for the sales office.
- Serve as a first level of escalation for loan issues with other lines of business including fulfillment, underwriting, compliance, and other processes impacting the end to end loan activities.
- Monitor and analyze financial profitability product penetration, opportunity and market share capture.
- Work with quality control units, and other support units to enhance profitability, production and quality control. 
- Drive Enterprise initiatives and provide market leadership through relationships with teams and originators aligned to Financial Centers and Merrill Lynch complexes.
- Led 30 direct reports to become #1 team in the nation in deepening client relationships across multiple lines of business.
- Recruit, hire, train, and retain quality Credit Solutions Advisors. Grew team from 10 associates in 2017 to 30 associates in 2020.
- Drive sales team to execute and deliver performance against goals for the West Los Angeles Consumer Lending Branch. Ranked #4 in nation out of 100 branches in 2017 and #1 in 2019 based on sales, relationship deepening and operations metrics.
- Business integration champion for West Los Angeles regional council responsible for driving collaboration and deepening of client relationships across all lines of business.
- Led team through strategic pivot to processing and reviewing paycheck protection program (PPP) applications in 2020.
- Facilitated team training for foundational banking including the checking/savings accounts, credit cards, and auto loan lending for all clients.

Vice President, Lending Market Leader

Responsible for driving sales performance throughout the Greater Los Angeles Division (300+ associates) for Bank of America Mortgage Consumer Lending.

Including:
- Improving Lead Volume, Conversion and Quality 
- Managing/Coaching Home Loans Managers, Sales Managers, & Loan Officers
- Assisting Division Sales Executive in execution of planned strategy
- Driving Neighborhood Lending initiatives
- Driving recruiting execution across the division
- Supporting Merrill Lynch Market Executives in Driving Home Loans Performance
- Drive customer experience and operational execution for nationally defined sales initiatives across the retail sales division. 
- Coaching, mentoring and developing market leaders and teams to improve sales performance.
- Collaborate with Region, Division and Sales Performance leadership to deliver integrated, impactful solutions.
- Provide functional and technical subject matter expertise to improve efficiency of delivering for clients with accountability for all division level sales plans. 
- Ensure sales and marketing policy adherence while focusing on purchase productivity.
•	Consistently ranked in the top 5 in sales performance management. (Ranked #1 in April, May, & August 2016).
•	Drove region to #1 nationally in execution of earnest money wire initiative resulting in additional purchase business.
•	Successfully managed execution of multiple pilot initiates which ensures division is number one choice for future programs.
•	Forged tight partnerships with 6 regional consumer executives to improve financial center performance throughout division.
•	Managed the onboarding of Merrill Lynch wealth management mortgage lending in July 2016 transition from PHH with responsibility for Merrill Lynch Financial Advisor alignments and training of transitioning Merrill bankers.
•	Responsible for leading monthly division meetings and all hands calls for 300+ mortgage lending associates.

Vice President, Division Sales Performance Manager

Responsible for developing new and improved processes on multiple projects and the roll out of new digital banking products .

•	Led multiple projects along with 50% of time allotted to financial center sales performance visits and Lending Officer coaching.
•	Tasked with improving results in home loan referrals throughout Greater Los Angeles region by managing and driving partnership routines throughout 300+ financial centers.
•	Deployed and led through major software transition to Salesforce for home loans retail sales with responsibility for training 100+ branches including associates and management teams.
•	Developed and launched accounts overview redesign for Bank of America website by using advanced analytics Tableau software.
•	Enabled personal financial management and outside accounts integration for Bank of America website and acted as liaison to digital marketing team.
• Managed accounts overview feedback and analytics by working with analytics team to track/assess data and client patterns from old site to new site
• Managed weekly report to senior management and enhanced based on most recent data, determining appropriate items to report up & out on.

Assistant Vice President, Process Design, Digital Product Management, & National Sales Performance

Mortgage banking consultant assisting retail and wholesale clients.

C2 Financial

Mortgage Banker

Responsible for originating loans from mortgage brokers and growing market share throughout the San Francisco Bay Area.  

•	Top producing Account Executive ranked 15 out of 250 with over 130 million in funded loans in 2007
•	Grew regional territory by developing relationships through prospecting and cold calls which resulted in 83 new accounts

Sierra Pacific Mortgage Company, Inc.

Account Executive

Top producing mortgage originator responsible for assisting clients with mortgage lending needs.

Kelly Marsh