Operations analyst

Desha Griffith

571-***-**** *****.********@*****.***

Professional Summary

Exceptional Business Analyst Professional with proved experiences supporting Government and Mortgage clients to increase customer satisfaction through process improvement

oCritical thinking skills, data management, issue identification and problem resolution, process development, and operational enhancements

oBroad-based analysis skills with strong planning, communication (written, oral)

oOrganizational, and decision-making ability to contribute sound practices to concurrent projects

EDUCATION

University of Maryland University College Adelphi, Maryland

Master in Business Administration June 2015

Pennsylvania State University

Smeal College of Business University Park, Pennsylvania

Bachelor of Science in Economics August 2011

WORK EXPERIENCE

Fannie Mae Reston, Virginia

Business Analyst III, Making Homes Affordable (MHA) Program March 2015 – Present

Accomplishments: Transition to MHA Steady State - Successfully converted and streamlined manual work and shorten time spent on validation. The processes improvements resulted in a reduction of 45% of processing time. Reviewed job aids, simplify tasks, cut down risk, and eliminate redundant work. Combined multiple Boxi reports making them efficient.

Contribute in-depth and expansive expertise with sound operations leadership to develop procedures, oversee information flows, and transition handoff documents.

Facilitate and lead meetings to identify process improvement projects and develop sound solutions impacting various processes, including automation, upgrades, and expanding applications.

Partner with Mortgage clients to process banking needs using SaleForce.

Identify weakness in mortgage processing and recommend streamlining.

Foster short- and long-term success by providing guidance and training to junior staff.

Analyze reports of potential misconduct or non-compliance to determine servicer actions, contributing to critical decisions on revoking servicer incentives when necessary.

Work closely with management to identify duplicative tasks and identify productivity gaps, developing sound solutions to improve operations, efficiencies, and accuracy.

Collaborate with data ops teams to streamline processes and drive data automation for improved data reports.

CompuGain Reston, Virginia

Operational Analyst, Contractor Fannie Mae January 2014 – March 2015

Accomplishments: Developed monthly forecasts by analyzing trends and changing market conditions, manipulating data as required utilizing pivot tables, pivot charts, and macros. Determined appropriate cap utilization and adjustments resulting from in-depth report review and analysis.

Identified cap scenarios and recommended process enhancements and improvements identified through complex root cause analysis.

Engaged in thorough loan-level research to investigate escalated issues and concerns.

CACI International INC Chantilly, Virginia

Systems Analyst 2 August 2013– December 2013

Accomplishments: Performed comprehensive metrics and financial systems management for any expenses across Department of Justice (DOJ/FBI) various lines of business. Extracted CRM data to incorporate, manipulate, calculate and format into Management reports, charts, and graphs for high-level presentations and decision making.

Provided key information to our stakeholders through my metrics on the newly help desk operations

Expertly manipulated large volumes of data utilizing pivot tables in Excel and PowerPoint.

Created and issued appropriate instructions on generation, completion, and distribution of reports in accordance with new and revised practices, procedures, and policies of management.

CACI International INC Crystal City, Virginia

Systems Analyst I October 2011 – July 2013

Accomplishments: Worked closely with UFMS Assisted Purchase card holders, maintaining program and remedying purchase card-related issues through the DEA’s hotline and ticketing system.

Performed regular and in-depth audits on purchase cards to ensure appropriate use and timely reconciliations.

Ensured timely replacement of cards to address expiring cards, fraud prevention, and card limit adjustments.

Contributed to the maintenance of the DEA purchase card program, assisting with small business and contract programs to facilitate a comprehensive expense management program.

SKILLS & CERTIFICATIONS

Technical Skills:

Business Analysis

Process Improvements

Quality Assurance

Business Analytics and Strategy

Computer skills:

Microsoft Office

SharePoint

Advance Excel

One Note Microsoft Teams

Certifications & Training:

Green Belt Lean Six Sigma Certification:

Six Sigma Global Institute – March 2018

Tableau (Intermediate)

SaleForce

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