RESUME FOR EMPLOYMENT

Professional Career Summary (20+ yrs.)

19+ yrs. Strong process improvement, effective written and verbal communication to various levels of management in banking operations.

4.9 yrs. System Administration, Control Owner, Business System Delegate

20+ yrs. Independent and goal driven self-starter, ability to multi-task and make quick decisions in fast-paced environment, strong interpersonal skills, strong presentation, excellent problem solving, strong networking ability, strong client presentation.

10 yrs. Analytic demonstrated adaptability, manage execution, Influence others.

4.9 yrs. Team facilitation / Agile environment / meet strict regulatory and compliance.

4.9 yrs. Applications SME, Control Owner/ Process Owner, ICFR, RCSA, PRCI, Process Mapping, Procedure Authorship, Control Design/Tester, Risk Management, Audit POC

2 yrs. supervised /managed employees (5 states, 20+ employees)

Education/Professional Certifications

B.S.B. (Bachelor of Science in Business) University of Phoenix

CERT/BSAN (Certificate in Business Analytics)

A.A.B.F.N. (Associate of Arts w/Concentration in Business Fundamentals)

Certified Scaled Agile Framework (SAFe SP) 4.0 & 5.0 Practitioner

USAA Awards/Recognition

2019-2022 USAA Culture Champion, USAA Ambassador Award 2018, MSAT Call Study participant with Business Science Analysts 2018, Jet Day Escort for AVP Monica Vasquez 2018, Pride Tribute from LS Director Debbie Wright 2018

Professional Experience

USAA Federal Savings Bank - Business Applications Analyst July 2022-Present

Provides intermediate to complex analysis, supporting the planning and implementation of systems and upgrades, and process changes. User administrator CACS 8,9/STRATA

Participates in analyzing and documenting business requirements for application/IT platform and data systems, including testing and implementation of new systems or changes to current system as required to meet contractual needs and improve processes.

Reviews new or upgraded application functionality with business partners (including training) to help them prepare appropriate training and procedures updates for their teams. Draft procedures as required for team and maintain bank repository.

Performs and may coordinate business and application/IT platform support; analyzes discrepancies and system failures, create process maps.

Facilitates and performs resolution activities to minimize business impact and avoid future exposure; informs team leadership and business partners of business implications associated with those events and develops recommendations to mitigate future impact.

Maintains proficient understanding of business processes, supporting applications/IT platform, and strategic direction.

Collaborates and exchanges information with team members, stakeholders, and information services to ensure dependencies, risks, and opportunities are identified.

Provides proficient analytical, business, and technical knowledge related to specific business functions, processes, and applications/IT platforms. Works independently to

create, implement and maintain application solutions to meet the needs of a business or organization.

Identifies and manages existing and emerging risks that stem from business activities and the job role.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Follows written risk and compliance policies, standards, and procedures for business activities, writing controls, testing FLOD, identifying and calling out KRI’s,

Evaluates business needs and reviews system requirements for accuracy; translates data between business users and technical developers.

Collaborates with internal stakeholders to understand business needs and opportunities specifically related to application/IT platform solutions.

USAA Federal Savings Bank - Business Rules Analyst Jan 2019 – July 2022

Identifies and manages existing and emerging risks that stem from business activities and the job role.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Follows written risk and compliance policies and procedures for business activities.

Serves as a subject matter expert and gathers requirements, researches, and analyzes system details, parameters, or options to implement business rules, product offerings or changes to existing systems/applications.

Translates business needs into system requirements, parameter options or enhancements, working with internal and external resources.

Performs comprehensive feasibility, enterprise impact and cost/benefit analysis.

Executes complex recurring, scheduled, or ad-hoc system changes.

Develops and administers change control processes and procedures ensuring compliance with guidelines and best practices.

Reviews post implementation documentation for lessons learned and recommends changes.

Develops and maintains knowledge of LOB, CoSA, and Enterprise systems, processes, procedures, products, and industry practices.

Reviews applicable system updates and makes recommendations to align with technology, business direction, or best practice.

Develops and executes testing, implementation, and communication plans for new or modified system parameters, options, product details, or system outputs.

Partners in analyzing and resolving system outages or production issues.

Develops and reviews operating procedures and documentation and ensures processes and procedures meet audit guidelines.

Analyzes and reports discrepancies to management with recommendations for resolution.

Conducts special projects.

Prioritizes business rules initiatives and reports status.

Summarizes insights from analysis and use findings to develop business rules.

USAA Financial Foundations Senior Specialist – Consumer Loans May 2010 – Jan 2019

Description of duties: Bank Origination/Loan Origination/Loan Servicing/Insurance Servicing/Title Servicing. Originate bank products through member contact including all Investment Services, Insurance, Retail, Loan, and all other bank products and services. Provide servicing transactions and un-licensed insurance servicing, and title servicing in bank call center environment. Meet all KPM’s, call requirements, sales goals for all products – primary consumer loan products, personal loans, secured auto, RV, Boat, Seasonal Products (jet ski, trailers), refinance, lease purchase, lease buyouts, Certificate of Deposit loans, all others, assist with team objectives monthly and initiatives and meet all call quality standards.

Credit Loan Operations Specialist - Drive-Time Dealership May 2008 – Jan 2010

Description of duties: Originate new loans, assist with collections actions/processes for Dealership and recommend solutions to Loan Manager, assess lending risk level and make appropriate recommendations, collect outstanding loans face to face or over the phone on accounts 1-59 days past due and negotiate payment arrangements. Meet with new customers and conduct welcome rally’s, review loan documentation to ensure complete and accurate information, involuntary surrender situation use excellent problem-solving skills to help customers keep their vehicles and maintain loan payments, meet or exceed goals (call volume, dollars collected, other initiatives), train new loan representatives.

Sr. Operations Coordinator- JPMorgan Chase Bank May 2002 - Feb 2008

Description of duties: Provide Operational Support and recommendations to upper management on ACD Processes and Procedures and Media. Receive media requests from buyers and ensure all requests are accurately logged, order media requested from Eclipse, process media for buyers, create invoices, prepare media letters, process incoming mail, establish and maintain a satisfactory relationship with buyers (VP, AVP and Law Firms), communicate with Assistant Treasurer AVP of JPMorgan Chase and various levels of management on agency status, rapport, billing; track media requested and prepare billing invoices and forward to buyer for payment, fill in Universal Data Forms to update Credit Bureaus, review Key Performance Metrics and automated call distribution reporting, make recommendations to schedules and call overflow distribution, assist ACD with overflow calls using ARMS and FDR systems Credit Card collections all stages of delinquency pre and post charge-off, bankruptcy prevention, and Special Assistance Teams handle legal documents, notarize legal documents, Affidavits of Sale/Lost Instruments, and Assignment of Judgements, other duties

New Store Crew Leader Regional Supervisor- Pro Sales May 2000 – May 2002

Description of duties: Supervise all new store sets and grand openings (approx. 20 employees) in Southwest Texas Region (TX,OK,NM.LA,MS) require 100% travel, track orders and shipments of product of multi-million dollar product lines, set products and merchandise and cross merchandise at store level, increase sales, develop planograms, schedule hotels and set air travel itineraries for team arrival and execution to ensure stores are set and complete for Grand Openings as scheduled, maintain company budget for travel expenses, train an develop new hires.

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