PROFESSIONAL EXPERIENCE

Ceridian HCM, Saint Petersburg, Florida, 10/2007 - 12/2014

Business Analyst - Technical Writing and Training, 5/2013 - 12/2014

. Project Liaison between Product Management, Compliance, internal

departments, and the Customer Care Call Centers in St. Petersburg,

Mauritius and Manila locations.

. Performed Organizational Readiness and User Acceptance Testing (UAT) for

quarterly and semi-annual website modifications and rollout to clients

and consumers.

. Responsible for ensuring up-to-date Standard Operating Procedures in

Knowledge Base (online procedure tool) via partnerships with call center

management and project managers.

. Supported operations for 150+ employee Client and Consumer Call Centers

for Human Resources Outsourcing (HRO), Payroll, Health and Welfare,

COBRA and FSA product lines.

. Facilitated web-based and classroom training of new hires for HRO and

Benefits Call Centers at the St. Petersburg location. Trained new hires

on customer service skills and on-boarding.

Service Effectiveness Representative II, 1/2010 - 5/2013

. Performed Quality Assurance Audits of Consumer Call Center for Health &

Welfare, COBRA and FSA.

. Set up new business for SE COBRA and FSA clients in proprietary and ACT

databases, and assign new business to Implementation Analysts.

. Wrote and edited basic Standard Operation Procedures as needed.

. Coordinated and procured hardware, software and peripherals for multiple

departments.

Premium Services Representative, 5/2008 - 1/2010

. Accountable for driving HRO At-Risk Client issue resolution.

. Responsible for timely and accurate reporting of service issue

resolution for Client Services.

. Provided training and assistance to other Premium Service

Representatives and Case Tracking Specialists.

FSA Renewal Teammate, 10/2007 - 5/2008

. Contracted through Kelly Services from 10/2007 to 5/2008.

. Reviewed databases for clients' new benefit plan year setups to ensure

proper input of plan data.

. Performed miscellaneous project work.

Bank of America/Aerotek, Tampa, Florida

Home Services Specialist II, 2/2007 - 8/2007

. Loan Processor with underwriting authority for conforming mortgages, with

emphasis on contact between borrowers, banking center associates, and

vendors to see transaction to completion from Application to Closing.

. Consistently exceeded monthly loans-to-closing and funding goals,

managing a personal pipeline of 60-80 mortgage applications at a time.

. Anticipated problems and underwriting obstacles to ensure a superior

customer experience, and prevented and remediated retention issues.

. Managed rate locks, re-locks, lock extensions, and changes of terms per

underwriting requirements.

. Managed and tracked third-party contributions to the process in order to

achieve the customer's goals.

Gateway Mortgage Company, Saint Petersburg, Florida

Mortgage Broker, 8/2000 - 2/2007

. Licensed Mortgage Broker (State of Florida) during this period.

. Originated and processed first and second mortgages.

. Interviewed clients to determine their goals and to fit them with the

appropriate mortgage product.

. Anticipated obstacles to processing, underwriting, appraisal and title.

. Took a proactive, hands-on approach to clearing title issues and managing

the process with vendors such as appraisers and title.

. Reviewed customer income, collateral, credit worthiness and other

supporting documentation to verify accuracy of data and to ensure

conformity to underwriting guidelines.

EDUCATION & CERTIFICATIONS

University of South Florida Saint Petersburg

BA, Criminology

State of Florida and NMLS

Licensed Mortgage Loan Originator (MLO)

State of Florida

Licensed Notary Public

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