Customer Service Project Manager
Resume:
Joel Penrod
**********@*******.***
Profile
Reporting and system support manager with 14+ years in finance (automotive and mortgage). Broad
knowledge of executive, production, and audit reporting via a variety of BI tools. Significant accomplishments
in data architecture/design projects. Proven abilities in Analytics, Reporting, System Support, Process
Optimization, Quality Assurance, Project Management, Training, and Staff Development. Six Sigma Certified.
Professional Experience
Bank of America 07/2011 – Present (Mortgage Servicing)
Consumer Product Strategy Manager (AVP): 02/2014-Present
Business Intelligence Manager for Mortgage Servicing
• Partnered with multiple reporting teams to centralize loan modification quality reporting
Impact: Created single reporting methodology & reduced daily operational reports
• Initiated and guided three month change control for SOR data requirements
Impact: Mitigated SOR data collection gap for reporting impacts
• Create data modelling and sizing documents for data migration efforts to centralized server
• Lead SSRS training and report automation efforts
• SME for SOR data architecture consultation- BRD & design (HLD/LLD) documentation
• Coordinate UAT efforts for data architecture changes
• Lead executive, audit/OCC, and operational reporting (adhoc, daily, weekly, monthly)
• BI Tools: SQL Server 2008 BI Stack (SSIS/SSMS/SSRS), SharePoint List Adapter SSIS Add-In,
SAS 9.3, JMP, Excel VBA
Business Support Manager (AVP): 09/2011-02/2014
Manage team of reporting analysts, SharePoint developers, and system support specialists
• Received Platinum award (highest company recognition) for building SQL Server data mart for
Mortgage Servicing loan modification quality information (SQL, SSIS)
• Migrated multiple reporting team’s coding to single source of truth for data consistency
• Built Mortgage Servicing fraud control reporting from ground up including SQL Server data mart for
14 work streams (SQL, SSIS)
• Led executive, audit/OCC, and operational reporting (adhoc, daily, weekly, monthly)
• Performed process optimization, staffing, and goal performance analytics
• Managed system troubleshooting/access reviews (ticket system) and regular functional changes
• SME for SOR data architecture consultation- BRD & design (HLD/LLD) documentation
• Coordinate UAT efforts for data architecture changes
• Led project builds for advanced SharePoint 2007/2010 development
• BI Tools: SQL Server 2008 BI Stack (SSIS/SSMS), SharePoint List Adapter SSIS Add-In, SAS 9.3,
JMP, Excel VBA
Consumer Product Strategic Analyst III: 07/2011-09/2011
• Provided training and development for junior analysts
• Developed root cause data analysis, Executive dashboards, and audit/risk reporting
• Built reporting enhancements to support LOB reporting requirements and anticipated needs
• Assisted in SharePoint 2007 development and maintenance as administrator
TD Auto Finance 03/2001 – 06/2011 (formerly Chrysler Financial and DaimlerChrysler Financial Services)
Project Manager (Remarketing): 07/2010-06/2011
• Develop project plans (deliverables, timeline, dependencies, contingency, risk and budget)
• Coordinate vendor readiness, dealer/buyer communications, and launch validation (cost savings in
vendor produced materials)
• Facilitate change needs from outside departments (IVR/ACD, Marketing, L&D, Corp. Comm.)
Joel Penrod
• Organize and analyze Business Requirements Documentation to reduce expenses in IT department
• Lead stakeholder meetings (Sales, Operations, Collections, Training and Compliance)
• Lead weekly/daily IT status calls with business systems analysts & deliver updates to project board
• Direct User Acceptance Testing business group and support launch of system changes
Quality Assurance Supervisor (Remarketing Compliance): 01/2009-7/2010
• Managed & coached Quality Assurance Analysts in process/vendor audits, findings presentations,
internal control documentation, & regular state and Sarbanes-Oxley(SOX) compliance reports
• Developed MS Access & SQL queries to report on process gaps & compliance requirements
• Led process mapping via Six Sigma techniques with internal Remarketing business owners &
external owners in Operations (i.e. titles & cashiering) & Collections/Customer Service
• Approved & authored standard operating procedures (SOPs) with extensive use of MS Visio
• Facilitated weekly legal meetings with senior management & general counsel office
Quality Manager (Customer Service and Collections): 06/2007-12/2008
• Managed group of quality monitors (previous team leaders) supporting call center
• Calibrated procedures on customer call handling with senior/center managers across five centers
• Provided trending analysis on center call behaviors and business change recommendations
• Developed audio/visual and printed materials for agent and supervisor development
• On-site project lead to implement new quality monitoring system (Aspect)
• Observed team leader feedback to reps one-on-one and provide coaching to team leader
•Led management team for hiring new representatives (50+ candidates interviewed)
Customer Service Supervisor, Subject Matter Experts: 09/2004-6/2007
• Coached resolution team of 11 direct reports handling insurance repair/total loss, government
seizures, commercial (Mercedes) large volume accounts, vehicle impounds/redemptions, and
litigation accounts
• Reduced FTEs by 20% by improving handle/wrap time and process efficiencies
• Integrated two separate portfolios (Mercedes and Chrysler) into one team
• Project manager over process centralization (insurance total loss) from four call centers to one
• Quarterly presentations to 150 member town halls regarding performance results and updates
• Approved outside vendors and negotiated fee structure as Vendor Coordinator for center
•Optimized IVR to increase customer options and business service levels
Various Customer Service Supervisor positions: 03/2001-09/2004
Education & Certifications
• Bachelors degree: Columbia College
• ISO Lead Assessor certified
• Six Sigma Green Belt certified
Computer Skills & Portfolio Systems
Computer Skills:
• SQL Server 2008 BI Stack (SSMS, SSRS, SSIS), Excel (VBA), Rapid SQL, Teradata, SAS 9.3
• Microsoft Sharepoint Designer, Project, Visio, and PowerPoint
Financial Systems:
• AutoFinance, Latitude, Fastrieve/SoureCorp, CASS, CARS, Lemans, Asset Management
System
Quality Monitoring Systems:
• Aspect Quality Management, eTalk, NICE
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