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Project Customer Service

Richardson, TX
October 06, 2018

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Proven results-oriented professional with significant experience in successful and varied financial management with privately held companies. Strengths include financial reporting and analysis, budgeting, forecasting & planning, process improvement (including Six Sigma), internal audit management, departmental management, cost control, project management, team building and policies and procedures documentation. Has extensive experience in providing day-to-day support to multiple projects simultaneously while adhering to strict timelines and budget requirements. Reputation for building and maintaining strong cross-functional teams dedicated to meeting and/or exceeding departmental and company objectives and identifying internal/external customer needs. Projects have all come in on time and under budget. Drove decision making often with conflicting stakeholders. Ability to work independently and with a team.



Oversees the efficient operational and cost-effectiveness of the Digital Business Center Unit Programs

Monitors and evaluates project progress and results to recommend improvements in procedures needed to meet ultimate objectives.

Performs technical analysis to determine the financial performance of the Digital Business Center.

Provides guidance and leadership to the Digital Business Center team.

Complied with a standard Agile PLC including the ability to manage the project with core tools such as a project plan, an issues/risk list and regular team meetings.

Responsible for all Test Only and Test Support Only projects within the Digital Business Center.


Managed large-scale Basel and US Treasury projects in Mortgage Banking focusing on program/project execution.

Led the Mortgage Banking group through all phases of the Basel Software Development life cycle model.

Led the overall project team (both business and IT resources) through the Project Life Cycle. Responsible for all project resources and scheduling.

Assisted and supported senior leadership in the ongoing development and implementation of the Mortgage Banking Basel projects as well within Chase Auto Finance.

Responsible for including in planning and delivery its related key control groups such as Legal, Compliance, Operations, Controls, Risk and Audit.

Gathered all functional requirements and translated that to the Technology and Audit groups.

Participated and drove thought and planning around program capacity dependencies.

Complied with a standard Waterfall PLC and a standard Agile PLC including the ability to manage the project with core tools such as a project plan, an issues/risk list and regular team meetings. Created key deliverables and complied with milestone dates.

Analyzed and created project business cases that accurately reflect the cost and benefits of the program/project.

Broke down organizational barriers to ensure that project teams effectively reach project closure.

Identified and anticipated risk and managed issues to resolution holding key stakeholders accountable.

Interacted with employees of various levels (internal and external stakeholders) of Mortgage Banking.


Identified, tracked and resolved all major OCC Consent Order-related issues, risks and change control items across multiple projects (Originations, Default and Performing). Oversaw the creation of project plans that effectively identified all issues, risks, and mitigation plans to ensure the project's success. Organized and led detailed cross-functional requirement gathering.

Received highest yearly OCC audit rating for both years based on overall risk assessment audits and corrective action.

Acted as the liaison between operations, technical and management teams and the client organizations to support multiple projects and tasks from risk assessment through project execution through project attestation and closure.

Ensured projects are integrated with other business activities, improvement projects, and business strategy.

Responsible for supporting all project plan discussions and leading weekly project level status meetings covering each active remediation task within the corrective action plan. Gathered all requirements and translated that to the business owners.

Identified and assisted in managing risks and various issues throughout the project life cycle.

Implemented best practices. Recommended corrective actions as needed. Resolved all outstanding issues.


Managed and directed daily team analytical activities related to the Special Servicing High Risk Portfolio Initiative. The incentive compensation frameworks are used to calculate the incentive compensation paid to “High Touch” servicers for their credit loss saves or Credit Performance Improvement (CPI). In source-to-target mapping, data change management, data lineage data analysis, data quality analysis, and data controls.

Coordinated internally with Fannie Mae business areas in managing the data and their customers.

Adhered to and enforced all contractual obligations set forth in Special Servicer Agreements related to the Incentive Compensation Program. Partnered and worked effectively with all levels of internal and external stakeholders.

Conducted weekly analyses and made recommendations based on my findings.

Managed system enhancements as well as highly sensitive and confidential information. Interacted with internal and external partners to strategize future needs.

Coordinated and administered assignments, monitored team progress and maintained schedules.

Created and maintained internal and external customer relationships via constant engagement.


Managed and directed a diverse team of Technical Writers, Subject matter Experts (SME’s), IT personnel and business users translating company technical specifications and procedures into language that can be better understood by application users as well as technical audiences. Personally responsible for updating over 800 policies, procedures and processes.

Ensured that the process of business requirement definition was of high quality, documented, and consistent with corporate standards of internal controls and audit ability.

Developed and published in-house user support solutions, including user guides, process maps, and online help systems for larger and more complex systems and applications.

Identified root cause and formulating solutions for implementation utilizing Lean and Six Sigma tools.

Assessed all levels of risk as they pertained to the execution of the project.

Partnered with business unit managers to respond to reports issued by regulatory agencies or audits.

Managed S&P compliance efforts as they related to complex regulatory and policy requirements, program and project development relating to Finance, Foreclosure, Customer Service, Loss Mitigation, Quality Control, Recovery, Collections, Customer Service, REO and Administration.

Documented all corporate S&P Policies & Procedures as well as all internal Policies and Procedures. Received the highest initial satisfactory initial rating based on my work effort from S&P.

Analyzed existing and proposed legislation, regulatory announcements and industry practices to assist each business develop. Implemented procedures to meet these requirements. Validated control processes to ensure compliance with laws, rules and regulations. Partnered with business unit managers to respond to reports issued by regulatory agencies or audits.

Achieved best practice project management of complex business initiatives. Created key artifacts for the project to ensure that they were thoroughly documented for future audits.


MS Excel, MS Word, MS PowerPoint, MS Project, Visio, Redbrick, CPI/Fidelity/LPS, Bloomberg, Titan, DTC, AB-Stat, SPSS, MiniTab, SAS, SharePoint, tSpace


BS – Marketing/Management, Siena College, Loudonville, NY (Graduate Cum Laude) 3.30 Cum

MBA – Finance, Russell Sage Graduate School, Albany, NY 3.71 Cum


Green Belt Certified – 2006 (WMC Mortgage) Led Six Sigma Project in Compensation & Benefits

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