Hit by a ransomware attack that took down its primary systems, Crossroads and its operations team, led by Suzann Fakhoury, faced the challenge of disaster recovery while simultaneously keeping the business running. What began as a crisis response ultimately drove lasting operational improvements.

Within three days of the attack, the company’s originations teams were back up and running. By accelerating the go-live date of an in-progress loan origination system, Fakhoury and her team turned the crisis into a catalyst for change. Customer reviews remained high throughout the disruption, reflecting the strength of the team’s support and service.

“The efficiency I’m most proud of is steering our team toward working smarter by making use of tools that were already available but weren’t used,” Fakhoury says. “Once people adopted them, they never went back — true game changers in how our teams work.”