Mellissa Rugh, SVP of National Operations, oversees the fulfillment group dedicated to delivering an excellent customer experience. Bringing over 20 years of experience, Mellissa has spent her career in the mortgage industry, specializing in supporting a full product suite for the retail, wholesale and non-delegated arenas. During her career, Mellissa has operated large fulfillment centers and support organizations with a strategic focus on change management, process optimization, technology integrations, support tools, and documentation development. Mellissa enjoys making memories by traveling with her friends and family. She tries new recipes for her loved ones when she isn’t traveling. Mellissa has enjoyed working with many great mentors throughout her career, carrying forward suitable lessons to be an approachable & empathetic leader for her staff and customers. She is delighted to pause and celebrate wins with her remarkable team. Still, She does not shy away from discussing and focusing support resources on flaws and opportunities to improve the customer and employee experience.