I have worked in mortgage lending and fintech operations for more than five years. Two ways of working show up in all of it, so I gave them names.
Find what is broken, measure it, fix it, check the numbers again.
I treat operations like an engineering problem. At Nuestro Financial I built customer operations from nothing, wrote 28 SOPs, and cut ACH returns by more than 60%. After I put a tiered collection-letter process in place, serious delinquency fell from about 62% to 24% of cohorts in four months.
I also like catching problems before anyone else sees them. A vendor sync bug was double-charging some borrowers and marking others late, roughly 25 to 50 customers at a time. I compiled the affected lists that pushed the vendor to fix it. Before an investor conversation, I reconciled a loan system reporting a portfolio of about $428K against a collectible balance of about $244K plus collections, traced why, and gave leadership numbers they could defend.
Customers, vendors, regulators, and teams rarely speak the same language.
English and Spanish are both native to me, and I am conversational in Mandarin and still studying it. That has mattered in operations, not just in conversation. At Nuestro I noticed a pattern in our calls and set up a Spanish contact address for customers. I also kept proposing that the product default to Spanish with an English toggle.
I coordinated a 12-member cross-functional team through a BaaS market entry and directed an outsourced vendor team. I managed our Head of CX, who ran three contracted agents in Mexico, and I traveled there to meet them. Here in Nashville I am Treasurer and Secretary of the NAHREP Nashville chapter, where I manage an $80K reserve fund and keep the chapter's governance records.
I earned a B.S. in Finance from the University of Tennessee at Chattanooga. Before mortgage work, I delivered pizza from 2018 to 2020 and worked as a server at Il Primo in 2020, alongside finishing school.
不积跬步，无以至千里. Without accumulating small steps, you cannot reach a thousand miles. (Xunzi)