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Manager Customer Service

Location:
Dumfries, Virginia, United States
Posted:
April 10, 2018

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Resume:

Victor Adjei

***** ***** ***** ** ● DUMFRIES, VA 22026

301-***-**** ● ac43kc@r.postjobfree.com

Contract and Operations Senior Analyst

Sales

A highly motivated and resourceful individual, with a demonstrated record of initiatives and drive. Has a track record of achievement in financial and business analysis within divergent industries.

Experience in Billing Analysis, Auditing, Financial Analysis, Contract Implementation and Processing. Over ten years of progressive experience in Application and End-To-End System Testing and End-User training. A dedicated team player with a positive attitude, an open- minded approach to problem solving and an ability to work well in a diverse work group.

Professional Analyst with over 20 years of leadership, finance, billing and contract experience. Strong background including but not limited to: financial and performance analysis, negotiation, team building, training, and supervision. Goal-driven professional who excels in communication and teamwork environments, consistently providing full-scale client services, customer service, business performance analysis, business process analysis and improvement. Well-versed in project execution, UAT, as well as devising solutions for difficult problems, ensuring complete client satisfaction.

Key areas of expertise:

Proven track record of over 20 years of success in auditing billing systems, performing user acceptance tests and project deployments,

Insatiable passion for client satisfaction, creative business solutions and process improvement. Regularly working with others to think outside-the-box and drive results.

Expert level of knowledge in managing analysis, researching and resolving complex customer issues, and regularly providing full scale training for new hires to ensure business growth and success.

Career Progression

FREDDIE MAC 09/2008 – 04/2017

Contract & Operations Senior Analyst

Manage risk based pricing calculation through the implementation of guarantee fees Freddie Mac charges lenders for issuing, managing and guaranteeing payments in its PCs.

Implement pricing and credit limitations on loans delivered to ensure the compliance of these transactions with the company guidelines.

Support Freddie Mac pricing, credit changes requirement initiatives for current market conditions based on credit quality and performance of higher-risk mortgage products and verify the accuracy of the pricing negotiation term of business and agreements. Analyze and setup of negotiated deals based upon Freddie Mac’s contractual polices.

Analyze and approve Freddie Mac’s Terms of Business (TOB) risk mitigations for loan delivery to Freddie Mac.

Provide business / technical support for corporate initiatives related to Pricing and Credit business rules.

Utilize various change management tools in the end-to-end rule analysis for traceability.

Serve as a “Business Lead” for UAT planning, defect porting, Service level Agreements and Systems Integration Test .

Maintain consistency and accuracy in authoring business rules by using a structured methodology.

Manage the credit and pricing analysis, creation, lifting, and modification of technical rule to provide timely support of negotiated customer contracts and enforce data integrity through the analysis and application of rules.

Knowledge of single-family mortgage industry with focus on negotiated loan contract review, Credit and Pricing analysis and Deal setup.

System Analysis and Validation of Business Requirements to System Specs and Data Management Standards and perform post production validation.

Monitor contract risks and ensure that all actions and new agreements are within Freddie Mac's and the customer's regulations; control timelines and initiate adjustments if timelines are not met.

FREDDIE MAC

Contract Review Analyst, Rules Management 2006-2008

Analyzed and interpreted complex contractual legal language (Master Agreement, Master Commitments and Single Loan Exceptions), identifying terms of business for set up in Terms, Products, and Agreements; Enterprise Decision System and Pricing Manager Application systems.

Updated Seller-specific general waivers in Terms of Business Manager database for impact on new initiatives/strategies.

Analyzed and supported implementation of New Mortgage Products into the Legacy (MIDAS) System.

Validated system enhancements to ensure that business requirements are correct during user acceptance testing.

Attended bi-monthly GCD/TOB prioritization meetings discussing Seller-specific and system impacts with management and technical team.

Managed compliance to risk and control requirements including end to end risk assessment testing, audits, business continuity process, security reviews, process improvements and service level agreements.

BRADSON CORPORATION, FALLS CHURCH, VA 2005-2006

Financial Analyst (Contract Resource Management Group)

Prepared Assertion package for Department of Defense TRICARE Management Activity (Healthcare Program) System, for external auditing.

Researched and gathered Evidential Matter to support assertion package.

Researched and assisted with the writing of footnotes for the preparation of TRICARE Quarterly Financial Statement.

Validated Accounts Payable rates and payments made to various contractors.

Reconciled individual Balance Sheet line item and expense reports to source documents.

MCI CORPORATION, ASHBURN, VA 1986 –2005

FINANCIAL & CONTRACTS Billing Analyst

Analyzed and reviewed Federal Government contracts to ensure customers were being billed in compliance with associated contracts. Coordinated the transition of billed charges for multiple telecom products.

Conducted Process Reviews for Federal Government contract set ups.

Audited billing systems to ensure proper implementation and set ups of contract rates.

Analyzed and set up of special promotion rates for MCI/WORLDCOM Data products.

Resolved issues involving customer discrepancies with contract guidelines with respect to billing and services.

Conducted system training for Billing and Contract Implementation groups and performed User Acceptance Tests for all system enhancements while monitoring and ensuring successful implementation of contracts.

Designed and produced monthly status reports for Management, Billing, and Contract Implementation groups.

Education

Center College of Kentucky BA, Economics and Management

TECHNICAL SKILLS

Applications: MS Office Suite (Windows XP Professional), MS Project, Visio, MS Outlook, PRICING MANAGER (PMA), TERMS, PRODUCTS AND AGREEMENTS (TPA), ENTERPRISE DECISION SERVICE (EDS), DEAL PIPELINE MANAGER (DPM).

Issue/IR Tracking Tools: Clear Quest, DQIM. REMEDY, SERVICE NOW, SHAREPOINT.

Mainframe: TSO/ISPF, Midas (Legacy), SQL (BEGINNERS)

PROFESSIONAL AWARDS

DIRECTOR’S ALL STARS AWARD EXCELLENCE IN FINANCE “5 STAR” AWARD MCI Revenue Operations, 2Q 1999 MCI Revenue Operations, 2Q 1998

OUTSTANDING ACHIEVEMENT AWARD WAY-TO-GO AWARD MCI Revenue Services, 4Q 1997 MCI Revenue Services, 4Q 1994



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