Manager Quality Assurance

Profile: An agile and flexible senior leader with over a decade of experience in delivering a wide range of initiatives, with an emphasis on process improvement, production and operational quality results.

Key Capabilities and Experience:

Risk Management – Demonstrates aptitude in identifying and remediating risk with control plans for monitoring

Project Management – Demonstrates aptitude to deliver a wide range of projects and often multiple concurrent projects that satisfies business strategies and needs

Quality Assurance – Establishes processes and procedures in alignment with “followed and proven” methodologies to ensure the quality of the change products being delivered

Stakeholder Management – Proven ability to manage and communicate with stakeholders from executive management staff, via presentations and general communication sessions

Coaching/Mentoring/People Development – Proven capabilities to on-board, organize, coach, motivate and mentor team members at different tier levels to integrate them into the business and ensure they deliver quality results

Relationship Building – Exercises excellent relationship-building skills utilizing written and verbal communication with both internal and external clients at all levels including Senior Executives

Communication – Proven experience as an effective leader and communicator with passion to identify and drive for continuous process improvements

Professional Experience:

QUALITY ASSURANCE MANAGER

Worked with internal clients to create, problem statements, business cases, charters, resource capacity plans

Collaborated with stakeholders and partners to obtain ownership and establish accountability

Managed project scope, objectives and deliverables

Developed detailed project plans, established milestones, and defined resource requirements

Led status meetings, identified project risk and mitigation strategies, communicated status and risk issues to stakeholders

Interfaced with all levels of business and technical management and staff to facilitate problem resolution and issues with competing priorities

Developed success metrics and monitored control plans

Developed and monitored production and quality metrics

Monitored and reported on project status from end-to-end

BUSINESS SUPPORT MANAGER

Established an effective team - Recruited and hired associates

Acted as a project/team leader and assigned out work

Evaluated performance and rewarded performance

Approved time cards and requests for time off

Resolved complaints - Disciplined and dismissed employees as appropriate

Designed and delivered a series of training plans and mentored for career advancement

Conducted capacity planning and budgeting – balanced associate workload

Produced and published policies and procedures

Approved purchases, expenses and arranged for appropriate technology requests

Employment History:

RENOVATE AMERICA – San Diego, CA – February 2016 – October 2016

HERO Property Advisors Operations Manager

Key Accomplishments: Managed Inbound/Outbound call center team responsible for assisting and addressing customer concerns in relation to property improvement projects. Created and developed key performance indicators (KPIs) and internal quality assurance metrics and scorecards for purposes of measuring and monitoring performance.

CALIBER HOME LOANS – San Diego, CA – June 2015 – February 2016

Loss Mitigation Processing Manager

Key Accomplishments: Managed multiple processing teams ensuring the timely completion of loan modifications completed by Underwriting. Responsible for government sponsored entity (GSE) generated loans.

BANK OF AMERICA – Plano, TX – May 2000 – December 2014

AVP, Quality Team Manager

Key Accomplishments: Managed multi-state Quality Control Audit teams, ensuring Underwriting processes adhered to internal and governmental guidelines. Performed production and quality reviews in conjunction with the Making Homes Affordable (MHA) and Home Affordable Modification Program (HAMP) programs. Participated and led both internal and external audits with government entities.

AVP, Business Support Manager, Subservicing, Mergers and Acquisitions

Key Accomplishments: Key participant in the largest servicing conversion in industry history; Countrywide to Bank of America. Key participant in the largest subservicing transfer in industry history; Greenpoint/Capital One .

Business Systems Analyst, Customer Contact/HELOC Support

Key Accomplishments: Liaison between Lines of Business (LOBs) and Technology. Collaborated and developed program change requirement documents, statements of work, cost benefits analyses. Performed and participated in beta testing prior to program enhancement implementations.

Education:

University of Phoenix, Phoenix, Arizona – Bachelor of Science in Business

oCurrently enrolled in MBA Program with concentration in Global Management – scheduled completion June 2017

Bank of America - Legacy Project Methodology and Leadership Programs

Granada Hills High School, Granada Hills, California – Diploma

Additional Skills

MS Office Proficient Team Player Time Management Organized

Strong communication skills – all channels Strong work ethic

Build strong business partnerships and relationships

Languages: Spanish, Portuguese

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