Background

I am a results-oriented California and Nevada licensed Mortgage Loan Finance professional with experience in sales, management, relationship management, contract negotiations, and finding the most flexible and favorable loan terms. I am looking forward to guiding you through the mortgage loan process of FHA, VA, Conventional, HELOC, and Jumbo loan Products. This also includes both purchase and refinancing transactions using extensive knowledge of product guidelines and loan structuring. I love to help people solve complicated financial issues they may be facing while remaining client-focused to research creative solutions for their needs and I am committed to delivering exceptional service to our clients and partners. I have one goal in mind: Assist Every Client to the Best of My Ability, Every Single Time. NMLS ID#2292507

Job experience

• October 2022 - present
  CA & NV Mortgage Loan Originator
  Diamond Home Loans
  

  Nevada, USA

  California and Nevada licensed Mortgage Loan Finance professional with experience in sales, management, relationship management, contract negotiations, and finding the most flexible and favorable loan terms.

• October 2017 - June 2020
  Air Agent, Travel Customer Services (beginning as) Cruise Vacation Planner
  Princess Cruises dba Holland America
  

  Santa Clarita, CA, USA

  Agent, Air Customer Service, Guests /TA, Princess Cruises, Holland America, Cunard, and Seaborn
  • Reduced department hold times, 100% QC Air support phone / email, and overall excellent customer service
  • Amended major air schedule changes, performed ticketing activities, issued refunds and exchanges
  • Repaired incomplete Passenger Name Records (PNR) due to lack of missing TSA data or airfare
  • Priced ticket realignments, ensured issued air tickets handled within PQ parameters, completed accurate queues
  • Effective customer, colleague, and management communication, reduced errors, delivered TOP satisfaction
  Certificated Princess Cruise Vacation Planner, in a high performing sales team of 125+ both inbound / outbound direct sales, educated new and existing guests on the full range of Princess Cruises’ product line
  • Re-invented existing guest database of buying habits, and special interests, captured key information into an SRM for future sales calls, cold-call outs to leads daily to design and sell their future cruise vacations, assisted choice of stateroom, reserved port excursions, booked air schedules, provided options with payment schedules
  • Managed guests’ marketing opportunities, daily organization of scheduled call appointment times
  • Utilized and sold recurring promotions to achieve daily, monthly, and quarterly company KPI metric targets

• November 2016 - October 2017
  Hotel Contract Manager
  Hotelbeds Group USA, Inc.
  

  Orlando, FL, USA

  Hotel Contract Manager, largest bedbank wholesaler in the World selling globally B2B packaged hotel rooms
  Restored West Coast contracting portfolio 62.1% behind annual renewal schedule, brought current within 4 months, LA/Orange County 60% monthly travel
  • Increased existing portfolio of 200+ hotels by 58%, re-negotiated contract hotel rates for LA/Orange County
  • Authenticated 225+ contracts for loading department, managing a team of individuals located in Orlando, Cancun, Hong Kong and Shanghai, or loaded the contract where necessary, audited end load for any errors
  • Relayed daily strategy call for sales targets from Directors and assigned tasks to 2 Managed team members
  • Stimulated portfolio growth attending annual trade shows including IPW, GoWest, NAJ’s RTO Summit, and Hyatt Dialogue meeting with potential new hotels, CVB's, DMO's and brands explaining Company model
  • Generated NEW clientele, cold-calling weekly 20+ new hotels, introduced B2B/B2C wholesale/bedbank model
  • Maximized KPI portfolio goals, organized and planned weekly 10-12 hotel site inspections
  • Introduced 4-6 weekly promos, negotiated improved contractual rate conditions, inventory, and release periods

• July 2015 - November 2016
  Independent Hotel Contract Manager
  Miki Travel Ltd.
  

  London, UK

  Annual contracting and negotiation of 150+ California hotel product portfolio, drastically reduced expenditure costs 12% re-negotiating existing contracts, encouraged new proposals, California 10-15% monthly travel
  • Re-established non-renewed product portfolio of 150+ contracts without a product manager for over 3 months
  • Maximized exposure to generate cooperative relationships with all partners, brands, and new connections at 3-5 annual trade shows including IPW, GoWest and NAJ’s RTO Summit
  • Effectively audited 150+ hotel contract inventory load, Managed team of contract loaders located in both Shanghai and Philippines, authenticated load corrections in TravelStudio / AS400 database

• February 2004 - July 2015
  Product Manager USA West FIT, Group Series Arrivals, Excursions | Transportation
  American Ring Travel, Inc.
  

  Valencia, CA 91355, USA

  Strategically re-negotiated entire hotel portfolio: USA, Hawaii and Canada product for FIT, Group Series, ShoreEx, Transportation, created Tailor-made various agent packages, itineraries, researching new product to refresh portfolio and modernize offered packages, approx. 10% travel thru Western USA
  • Exceeded Company product target by 45% utilizing 10-12 annual trade shows, Developed and structured packages based on marketplace trends, Optimized over 250+ product and inventory control procedures
  • Generated new cooperative relationships with CVBs/DMOs, National Parks, i.e., XANTERRA, Aramark, DNC, etc., ensured Brand performance was met for top performers; Hilton, IHG, BW, Choice, Starwood, etc.
  • Trained 38 new employees in 6 years, from new hires in 4 departments including International Interns. Developed an onboarding program and documented procedures for all employees to follow
  • Re-engineered Itinerary Documentation of 7 languages, hotel images, motorcoach pamphlets. Within the Special Groups Department, reconciled all accounting for up to 90 different Group Series arrivals
  • Created Company tariff spreadsheet of specialized agent pricing, utilizing macros and pivot tables encompassing more than 1600 annual contracted rates for company-side US hotel portfolio

• October 2003 - January 2004
  IT Helpdesk – Coordinator, 1st Level Call Scheduler
  Republic Indemnity Compensation
  

  Encino, CA

  Workers Compensation Claims, IT Dept., 1st level tech support to employees in 12 offices nationwide
  • Created 1st IT Dept. Service-Level Agreement (SLA) of Helpdesk User Expectations and Dept. Agreement
  • Leadership role enforcing 100% of Helpdesk calls and IT Service Level Agreements were being met
  • Dispatched and escalated support calls for local employees and 11 remote sites to the suitable Helpdesk technician utilizing Lotus Notes 6.0, verifying request completion, progress, priority changes, or technician

• March 2002 - September 2003
  IT Helpdesk – Coordinator, 1st Level Tech Support
  Vitec Broadcast Services (dba) Bexel Corporation
  

  Burbank, CA, USA

  IT Dept., Production Equipment; 1st level tech support, internal IT Knowledge Base
  • Delivered 1st level tech support for 100+ workstations, 175+ employees and peripherals in office and remote
  • Escalated 25-50 calls daily while documenting responses in Department systems to appropriate level technician

Education

• College of the Canyons
  Bachelor's Degree (BSBM in progress)
  

  2020 - 2024

  Bachelors of Business Management and Administration (In Progress)
• The Art Institute of Colorado
  Associates Degree (AS), Combined Sciences
  

  1985 - 1987

  Associates Degree in Combined Sciences, All aspects of Photography, commercial, fashion, architectural, portrait, fine art utilizing basics of film and paper processing, printing and studio equipment

• Adult and Pediatric First Aid/CPR/AED
  College of the Canyons/American Red Cross
  Certificate ID: 00HIHSV
  

  January 2021 - January 2023
• 2 Hour CA-DFPI SAFE: California Mortgage Law, Mortgage Loan Originator
  NMLS
  2292507
  

  January 2022 - December 2023

  CE Completed for 2023
• 10 Hour Nevada SAFE Division of Mortgage Lending PE Electives (PE and CE)
  NMLS
  2292507
  

  December 2022 - December 2023

  CE Completed for 2023
• 4 Hour NV SAFE Division of Mortgage Lending Review of Nevada Mortgage Law
  NMLS
  2292507
  

  December 2022 - December 2023

  CE Completed for 2023
• 20 Hour CA SAFE Comprehensive Mortgage Loan Originator
  NMLS
  2292507
  

  January 2022 - December 2023

  CE Completed for 2023
• Data Science Analytics (Intensive)
  UCLA Extension
  

  March 2021 - June 2021

  Data Science (Analytics) 10 Week Intensive Bootcamp Certificated studying R, RStudio, Python, Jupyter, SQL, Anaconda, Tableau, Machine Learning and completing final Capstone Project. This course includes training on the evolving domain of data science and to the food-chain of knowledge domains involved in its application addressing the key knowledge domains in data science, including data development and management, machine learning and natural language processing, statistical analysis, data visualization, and inference.
• Certificated International Commerce Specialist (ITAR)
  World Trade Center Kentucky, US Dept. of Commerce in partnership with FedEx
  

  November 2020 - December 2020

  The International Trade Certification Program (ITCP) was developed by the World Trade Center Kentucky (WTC-KY) to provide the foundation for effective and efficient management of a company's international trade operations. The program also serves as a great first step for promoting our more in-depth education seminars, trade advisory services, and business trade missions.
  This is a three-day program is taught by business experts in areas ranging from: banking, tax, legal, customs compliance, market intelligence, freight forwarding, international marketing, and customs brokerage.
• Certificated U.S. Export Controls (EAR)
  World Trade Center Kentucky, US Dept. of Commerce, Bureau of Industry & Securities
  

  September 2020 - September 2020

  Complying with U.S. Export Controls course delivers critical information for compliance with the Export Administration Regulations (EAR). Experienced BIS Specialists deliver the training on how to classify items for export, how to apply for an export license, understanding and using license exceptions, deemed exports, de minimis and direct product rules, export clearances, export enforcement, and developing an export management and compliance program.
• Certified Cruise Vacation Planning
  Princess Cruises Academy
  

  October 2017 - January 2018