Chris Hoak *** Cynthia Lane

Indian Harbour Beach, FL 32937

321-***-****

ac5whw@r.postjobfree.com

EXPERIENCE

REVANA/Bank of America, Melbourne FL

February 2017 - July 2017

Lead Generation

Outgoing call c ampaign a gent responsible f or setting appointments for business b anking u nit of Bank o f America. Bank of America, Pittsburgh PA and Remote

March 2002 - October 2016

Process Design Analyst

Responsible for developing and analyzing reporting; communicating change impacts to business partners; monitoring and reporting, in real time, key deliverables during release events; maintaining SharePoint project archive.

Operations Project Analyst

Responsible for developing process flows; researching, identifying and remediating procedural gaps; maintaining related reporting and process flow archive.

Procedure Writer

Responsible for writing procedures for all aspects of a mortgage servicing unit; probing, discovery and gap remediation; developing and maintaining database for tracking of approval and annual review; writing standardized customer correspondence templates; maintaining online access to procedure library.

Corporate T rainer

Responsible for developing and presenting training in a classroom setting; maintaining archive of presentation materials; developing and maintaining database for tracking hours of training for each associate; coordinating logistics for guest speakers.

BNY Mellon, Pittsburgh PA

January 1998 - March 2002

Procedure Writer

Responsible for writing procedures for a Trust organization; probing, discovery and gap remediation; maintaining system authorizations for Wire and Foreign Exchange limits.

SKILLS

Process Design

Process Improvement

Reporting

Gap Remediation

Technical Writing

Process Flow

Communications

Database Development

Presentation

Agile Methodology

Waterfall Methodology

Six Sigma Familiarity

EDUCATION

Penn State

January 1986 - May 1990

Bachelor of Arts

Advertising from the School

of Communications

HIGHLIGHT

Worked with a diverse team of

managers, contractors and

consultants providing change

and project support within the

Mortgage Document

Management Imaging

Program – a $100+ million

suite of strategic release

initiatives, spanning four

years of system and process

enhancements impacting four

domestic and overseas

operational sites.

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