Business Analyst Customer Service

PROFESSIONAL

SUMMARY

SKILLS

EXPERIENCE

HW HUNTER WARREN

Dallas, TX 75254 601-***-**** ***********@*****.*** Accomplished Business Analyst with 3+ years experience in the Financial Service Industry working in Secondary Marketing in the Mortgage Industry, with a Bachelor's Degree in Business Administration.

Dedicated professional with demonstrated customer service, time management, and trend-tracking strengths. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships, exceeding goals, and seeking opportunities to expand skills and contribute to company success.

• Salesforce • Regulatory Compliance • Report Preparation Documentation and

Reporting

• • Workflow Analysis • System Analysis

• Information Gathering • Root Cause Analysis • Process Enhancement

• Incident Reporting • Audit Reporting

February 2023 - Current

IT Business Analyst

Lifeline Screening

Information Technology project requests from internal associates

• Gather requirements for both minor and major level

• Operates within the Agile methodology framework within the IT department Track the status of Epics and stories and update and follow up for more information when need be

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Understand the processes to the best possible knowledge in other departments to best create epics and stories with the proper verbiage

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• Enter and make changes to requirements via Jira software

• Assist with stories refinement during department meetings

• Worked with CRM administrator on Salesforce related projects. March 2022 - December 2022

Lock Desk Specialist

Emporium TPO Frisco, TX

Sent rates out to upper management and the internal sales team, as well as published rates on our pricing engine, serviced by a vendor

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Emporium Lock Desk from internal and external associates publishing rates and handling other Lock Desk functions. .

• Processed rate locks, rate lock transfers, extensions, re-locks, etc

• Handled all questions and inquiries related to the

• Served as the primary point of contact with our pricing engine vendor, Lender Price

• Assisted with software development on new LOS for

• Entered the investor buy and sell information on our LOS

• Kept records of granted pricing exceptions and their costs Trained new members of the sales team on lock desk guidelines, procedures, our LOS, etc.

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September 2019 - March 2022

Mortgage Lock Desk Specialist

Citizens Financial Group Franklin, TN

• Published Wholesale pricing every morning in which the market was open Handled inquiries via e-mail and phone call from members of the sales team, brokers and lenders

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• Sent out end of day texts detailing our lock volume to company executives

• Assisted the hybrid mandatory team with loan bids and trades

• Processed rate lock transfers, extensions, re-locks, etc Recorded pricing improvements granted via CRA Credit (Community Reinvestment Act)

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February 2019 - September 2019

Financial Service Representative

First Horizon National Corporation Spring Hill, TN Opened checking and savings accounts, certificates of deposits, etc, for current and new to bank customers

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• Processed teller transactions (Deposits, withdrawals, cash advances, etc.)

• Served as vault teller for period of time

Logged customer information into Salesforce to track book of business and customer journey.

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August 2015 - December 2018

Retail Associate/Certified Trainer

Krispy Kreme Doughnuts Corp Florence, AL

Trained new and current employees to make sure procedures are followed up to corporate standard

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EDUCATION

• Traveled to other store locations to assist with store openings and store resets

• Trained and mentored new personnel hired to fulfill retail roles Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales numbers

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• Counted cash in register drawer at the beginning and end of shift Answered questions about store policies and concerns to support positive customer experiences

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Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance

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Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance

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• Educated customers on promotions to enhance sales Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency

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• Restocked display cases with attractive arrangements Provided in-depth information to customers on beverage preparation and prepared samples of latest brews

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December 2018 Bachelor's of Business Administration University of North Alabama, Florence, AL

May 2015 Associate of Arts - Business Administration Northeast Mississippi Community College, Booneville, MS

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