Customer Service Management

OBJECTIVE:

I am a quality driven individual with extensive experience in System Design, Improvement and Implementation. I am seeking a challenging position to effectively use my analytical and planning skills.

EDUCATION:

Georgia Institute of Technology, 1998

CERTIFICATIONS AND TRAINING:

Lead Auditor Quality Assurance ISO9000

Business Development

Development of Business Requirements

Mainframe Experience

Development of System Requirements

Production Management

Testing Plan Development

Project Plan Development

Testing Case Development

Install Implementation

Testing Execution

Report Building

Quality Assurance

SharePoint Administration

Project Management

Visio & Access

SDLC

Development of Business Process Flows

Agile

System Analytics

Risk Management

System Gap Analysis

SKILLS:

Microsoft Dynamics CRM – Customer Management System 2013, 2016

Microsoft Office products including PowerPoint, Excel & Word

IBM Cognos

Oracle database

SharePoint

SME to many applications

EXPERIENCE:

United Biosource Corporation Aug 16 – Present

Sr. Business Analyst

Primary point of contact for managing system resolution process including: triage system issues reported by assigned client(s) to fully understand the issue and the business impact; partner with Account Management to determine appropriate priority; partner with specific IT areas to provide direction and/or oversee corrective action.

Microsoft Dynamics CRM – Customer Management System 2013, 2016

Provide periodic status reporting along with root cause and impact assessments as required.

Develop and utilize technical skills to create files/reports and perform data analysis required to solve data issues.

Facilitate delivery of small IT projects on behalf of assigned client(s) and assist others in gathering and documenting requirements for large/complex IT projects.

Participate on global ESI IT related projects and process improvement activities as needed.

Create operations workflows for system changes.

Coordination and planning of all testing.

Development of all test cases in accordance to Functional Design Documents, System Requirements, and Business Requirements.

Work with key business partners to develop business and system requirements.

Participate and work with training author and facilitators to communicate all system changes for updates to procedures.

Review all procedures and job aides to verify they are accurate and clearly define the system and business processes.

Agile Methodology.

Software Development Lifecycle.

Attend and provide key project updates to all stakeholders.

SunTrust Bank Dec 13 – Jun 16

Vice President / BIO Business Analyst 3 Remote

Worked directly with EIS (Enterprise Information Management) and other business line partners as a SME (subject matter expert) for Consumer Lending.

Lead discussions with key business stakeholders and developed business requirements.

Development of operational system design for Imaging and Workflow.

Developed training presentations for managers and end users for Consumer Lending Systems.

Conducted training to end users.

Provided deployment support to business managers.

Supported help email box as SME for Consumer Lending for any issues the business encountered for the processing of Consumer Lending Accounts.

Acted as liaison between business and technical partners to ensure business requirements were properly addressed in system requirements.

Developed independent workflows for multiple lines of business, incorporating new technology, streamlining processes which provide opportunity for process improvement.

Created and authored testing scripts in ALM, coordinated testing and validation of technology enhancements through implementation.

Monitored failures for resolution and worked with developers for fixes and work around until permanent fix is implemented.

Creation of Change Controls for business needs and request.

Mainframe Experience, development of several applications that work directly with the Mainframe.

Mainframe analysis through reporting to determine load and volume reduction.

Vendor management.

Data warehouse report building through Oracle database extractions into Excel Format.

Analysis of reporting.

SharePoint experience, building SharePoint sites, exporting data, updating data, administration to SharePoint sites.

Agile Methodology.

Software Development Lifecycle.

SunTrust Mortgage Inc. Jan 10 – Dec 13

Assistant Vice President / Business Project Manager 2 /

BIO Business Analyst Remote

Lead discussions with key business stakeholders and developed business requirements.

Acted as liaison between business and technical partners to ensure business requirements were properly addressed in system requirements.

Developed independent workflows for multiple lines of business, incorporating new technology, streamlining processes which provide opportunity for process improvement.

Created and authored testing scripts in Quality Center, coordinated testing and validation of technology enhancements through implementation.

Monitored failures for resolution and worked with developers for fixes and work arounds

Creation of Change Controls for business needs and request.

Lead numerous demonstrations for management as well as training sessions for business subject matter experts, over multiple lines of business.

Traveled to production sites to provide on-site support for end users during deployment.

Administered data tables and workflow configuration for multiple lines of business.

Promotion to Assistant Vice President.

Vendor Management.

Software Development Lifecycle.

Business Analyst Jan 10 – Dec 10

Monitors and responds to the ****************@********.*** mailbox which is the primary resource for LOB contact (requested research and/or help in identifying root causes on failed disclosures). Result may require an Ad hoc intervention.

Distributes Daily Reports for Disclosure/Re-disclosure error notifications, Access reports, and Daily missing mail (red alert) reports.

Researches errors and identifies root cause, and corrective action. Identifies the root cause for failed disclosures.

Supports Compliance Audits Research/Recover disclosures which are not imaged.

Performs Loan Safe reviews for processing and underwriting.

Performs Appraisal and Repurchase Risk reviews.

Monitors Fraud prevention - all the varieties of mortgage fraud currently roiling the industry examining additional information resources, like property valuation history and borrower demographics, to spot:

Performs Income Validation

Validated SunTrust Audit Services (SAS) Federal and Denied/Withdrawn defect report.

Compiled SAS responses and facilitate the arrangement for and discussion of the findings with the Compliance Officer and LOB Manager.

Completed Compliance Audits for Federal Regulations and Adhoc LOB procedural requests.

Documented Monthly findings for LOB management through a Declaration presentation.

Compiled defect ratios for each LOB by Regulation and tier rankings utilizing published ranking criteria for defects.

Bank of America Jan 09 – Dec 09

Mortgage Processor Home Services Specialist II / Report Analyst

Cleared Fraud Alerts and performed Fraud Research as needed.

Performed quality audits for federal and state compliance.

Obtained excellent quality status for loans sent to closing.

Obtained several letters of excellence from customers and associates.

Credit Signing Authority to approve conforming, non-conforming, MHA, DU, & Texas Equity First Mortgage loans and send to closing.

Specialized in all aspects of the government MHA program, processing, verifying if borrower qualifies for program under Fannie Mae and Freddie Mac guidelines.

Specialized in all aspects of processing Texas Equity Mortgage loans.

Cleared conditions and issued changes to the terms on previously approved loans.

Verified conditions of approval which include customer income/assets documentation.

Resolved routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens re-conveyances.

Processed subordinations.

Resolved appraisal disputes.

Maintained a high level of customer service by being proactive in communication with customers, including banking center associates, realtors, etc.

Mazzei Appraisal Services Aug 02 – Dec 08

Assistant to Certified Residential Appraiser

Appraisal review to ensure compliance with investor guidelines.

Performed quality audits for federal and state compliance.

Reviewed construction plans and specifications to include data in appraisal reports.

Performed sketches on Apex of existing homes from measurements and sketches of new construction homes from plans.

Researched public record information for subject properties and sales comparability.

Vendor management.

Wyeth Pharmaceuticals Jan 99 – Aug 02

Document Control Coordinator / Business System Analyst

Facilitation of meetings to maintain and focus on the objectives at hand.

Supervision of employees, which handle the creation of the packaging instructions.

Development of MS Access databases within QA, and in implementing company’s Part 11 compliance initiative.

Developed and maintain a document control system, to electronically file access, maintain, and track changes made to the 350 documents created.

Evaluated and created complex packaging documents in Microsoft Word.

Tracking of all technical information associated with packaging for all products in our Richmond facilities.

Development of all new products working closely with the Product Research Department to incorporate new procedures used during packaging.

Developed Standard Operating Procedures for all systems created while working closely with the Strategic Compliance Initiative group, to meet all of the FDA requirements in my department.

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