Shipman & Goodman | Tarlow Breed Hart & Rodgers Combination

Problem:
The merger brought together two firms with different operational models, documentation standards, and workflows, creating inconsistencies, compliance risks, and inefficiencies across billing, intake, matter management, and client communications.

Solution:
Partnered with leadership and subject‑matter experts to assess processes, standardize documentation, streamline cross‑functional workflows, and implement unified quality controls.

Results:

• Cut processing time by 30–40% through automated reviews and fewer manual touchpoints
• Improved accuracy, compliance, and reporting quality, reducing billing errors by 25%
• Standardized billing formats, decreasing discrepancies and rework by 20%
• Strengthened communication and trust, enabling faster alignment and more data‑driven decisions

Countrywide Merger Integration

Problem:
A $4.1B merger required alignment of culture, structure, processes, and strategy across the organization to ensure a unified operating model and seamless integration.

Soultion:
As a training and development resource, I supported integration planning, coached stakeholders, reduced cultural barriers, facilitated organizational change, conducted career‑planning assessments, and partnered with curriculum designers to enable adoption of new technologies.

Results:

• Increased organizational effectiveness and performance
• Strengthened credibility and visibility across the merged enterprise
• Improved financial and operational synergy, reducing duplicative processes and lowering operating costs by 10–15%
• Enhanced competitive advantage, accelerating time‑to‑alignment and improving market responsiveness by 12–18%

Brightflag Migration

Problem:
The legal billing process was slow, manual, and inconsistent, creating delays, compliance risks, and limited visibility into legal spend for 165+ stakeholders.

Solution:
Led a comprehensive lifecycle assessment, mapping workflow gaps, defining approval and escalation structures, outlining system customization needs, establishing performance metrics, and developing training to drive adoption across internal teams and 75+ law firms.

Resolution:

• Cut processing time by 30–40% through automated reviews and reduced manual touchpoints
• Improved accuracy, compliance, and reporting quality, reducing errors by 25%
• Standardized billing formats, decreasing discrepancies and rework by 20%
• Strengthened communication and trust, enabling faster alignment and more data‑driven decisions

Anaqua Migration

Problem:
IP workflows were fragmented, manual, and inefficient, increasing administrative workload, slowing decisions, and creating data‑accuracy and compliance risks.

Solution:

Supported system configuration, data analysis, and testing; served as liaison across Legal, IT, and R&D; and provided usability feedback and training to drive adoption.

Results:

• Improved IP workflow speed and decision‑making efficiency by 20–30%
• Reduced administrative burden and litigation risk through stronger controls
• Increased data accuracy with standardized validation protocols
• Strengthened compliance monitoring with more reliable, audit‑ready reporting

Mortgage Servicing Platform (MSP) Recapture

Problem:
A major data‑center transition threatened servicing continuity for 2,500 stakeholders.

Soultion:
Assessed operational impacts, created unified communications, trained 1,400 stakeholders, and recommended interventions to minimize disruption.

Results:

• 7% reduction in operating costs
• Improved efficiency and risk mitigation
• Seamless transition with minimal disruption

Web‑Based Training Conversion Project

Problem:
Instructor‑led training for Director and MSP Fundamentals needed to be converted into scalable, accessible web‑based learning to support consistent development across the organization.

Solutions:
Supported storyboard development, QA validation, job‑aid creation, Level‑2 assessment design, and simulation screenshot capture to enable a smooth transition from classroom to digital delivery.

Result:

• Conversion impacted all 2,500 CRE Servicing associates and significantly improved training scalability

Loss Migation Lean Charter

Problem:
Loss Mitigation needed clearer processes to increase valid referrals and accelerate completion of loan‑modification cases.

Solution:
Partnered with project champions to develop training materials for document‑receipt status and supported the department’s transition from investor operations to fulfillment operations.

Results:

• $375M in loan modifications and workouts over two years
• 265,000+ homeowners remained in their homes

Consumer Real Estate Six Sigman Initiative

Problem
The division needed a unified, metrics‑driven approach to improve consistency, performance, and culture.

Solution
Co‑developed a multi‑channel communication plan and partnered with Six Sigma champions to identify projects and drive adoption.

Results:

• 9% increase in customer satisfaction
• 2.5M new customers
• 28% reduction in account losses
• 40% cost reduction, saving $75.2M
• Higher productivity, morale, and market share

Legal Billing Workflow Enhancement Initiative

Problem:
The legal invoicing process was inconsistent, error‑prone, and slow, with unclear workflows and limited dispute‑resolution structure, creating compliance exposure and operational inefficiencies.

Solution:
As project leader, I guided a Kaizen improvement initiative—mapping workflows, identifying bottlenecks, designing targeted training, and establishing standardized processes for invoice review and dispute resolution.

Results:

• Streamlined workflows, reducing redundancies and improving processing efficiency by 25–35%
• Reduced billing errors and rework by 20–30%
• Accelerated dispute‑resolution timelines, improving cycle time by 15–25%
• Lowered compliance risks and potential penalties through stronger controls
• Improved vendor relationships and transparency
• Reduced legal expenses through enhanced analytics and standardized reporting
• Established a sustained culture of continuous improvement

AP Banking Verification Optimization

Problem:
The AP banking verification process was manual, inconsistent, and vulnerable to errors and fraud, creating compliance risks and delaying payments across a 300+ stakeholder environment.

Solution:
Evaluated end‑to‑end workflows, identified gaps, recommended enhancements, supported automation design, resolved validation issues, and aligned teams through clear communication and training.

Results:

• Reduced payment errors and fraud risk through automated validation and stronger controls
• Improved compliance and governance with standardized procedures and documentation
• Increased transparency and scalability with automated tracking and clearer audit trails
• Delivered faster, more reliable vendor payments by reducing manual touchpoints
• Enhanced accuracy and consistency through standardized training and process guidelines

No Fee Mortgage Plus Initiative

Problem:
The Mortgage Rewards program required enhancements to pricing, fees, and operational processes to strengthen its value proposition and better reflect customer insights.

Solution:
Partnered with project teams, ISD, and SMEs to assess stakeholder impacts, develop communication plans, identify technology changes, design training materials, and facilitate train‑the‑trainer sessions to support a seamless rollout.

Result:

• 27% increase in customer delight scores

Mortgage Rewards Project

Problem:
The organization needed a competitive suite of loan programs with lower closing costs and bundled vendor services to strengthen customer relationships and reduce expenses.

Solution:
As a training resource, I assessed stakeholder impacts, developed communication plans, identified technology changes, designed training materials, and tracked cross‑sell win rates to support a successful rollout.

Results:

• 33% increase in new customers each quarter
• 7% improvement in salesperson performance each quarter
• 42% increase in conversion rate
• 30% increase in cross‑selling revenue

Multicultural Market Expansion Initiative

Problem:
Retail banking lacked strong representation and engagement within African American, Hispanic, and Asian communities, limiting growth and market penetration.

Solution:
As a subject matter expert, I developed a stakeholder communication plan, partnered with IT to build a scalable web‑based training program, and supported change‑management efforts to strengthen confidence and capability among 4,600 customer‑facing associates.

Results:

• Increased multicultural lending representation by 6.4% in one year
• Generated $3.1M in new revenue
• Strengthened cultural competency and customer engagement

PLS Expansion Initiative

Problem:
The organization aimed to leverage its low‑cost servicing model to expand into private‑label servicing, supporting a California financial institution with 1,600+ mortgage and HELOC products.

Soltuion:
As a project team member and SME, I identified stakeholder training needs and partnered with curriculum designers to develop targeted training materials that enabled the expansion and onboarding of new servicing volumes.

Results:

• 14.5% reduction in compliance costs for the servicer within one year
• Increased servicing volumes
• $320,000 in revenue generated for the sub‑servicer within one year

Business Consultant

Assist small businesses, nonprofits, and start‑ups overcome challenges, manage change, and accelerate growth by developing solutions that improve processes and performance, increase revenue, and strengthen operational efficiency.

Clients:

• Foundations Inspiring Repeated Excellence (F.I.R.E.), Buffalo, NY
• Vallson Enterprise LLC, Maplewood, NJ
• Making Fishers of Men & Women, Buffalo, NY
• EA Lodge Studios, Poughkeepsie, NY
• Emerald Vinly LLC, Charlotte, NC
• Mink Wonderland, Yonkers, NY
• Single Parents in Need of Florida Inc., Pompano Beach, Fl

Talent Acquisition Consultant

Recruited individuals and volunteer groups from businesses, churches, schools, and the local community to mentor children from low‑income areas in Buffalo, NY.

• Managed mentor‑mentee matches
• Researched and wrote grants to expand funding
• Leveraged networking to strengthen recruitment pipelines.

Co-Owner

Co‑owned and scaled a home‑based Pacific‑Rim catering business into two restaurants, Pacific Rim and Coda, ithin six years.