Stephanie Schodensack

805-***-**** adt5ze@r.postjobfree.com

Senior Business Analyst

Reporting & Project Management Data Research & Analysis

Seasoned Business Analyst professional with expertise in all facets analysis, reporting, tracking, documentation, and associate mentorship within high-profile corporations. Collaborative with all organizational departments to succeed in business and financial operations. Proficient in process design, enhancing productivity, and streamlining procedures. Proficient in speech analytics using the Verint and CallMiner platforms.

Professional Experience

PENNYMAC, Moorpark, CA 2015 – Present

Business Analyst, Sr. (Customer Service Support 2017 – Present)

Established reporting around speech analytics by means of developing detailed categories to identify subject patterns within inbound calls using the Verint Speech Analytics platform (first in the company to work with an AI speech based application)

Trained the speech analytics tool for use in other departments

Assisted in the research and identification of new speech vendor (CallMiner) by way of presenting to executive management the needs of the company

Interacted directly with outside vendors to design and implement a new application

Identified the need for automated call typing utilizing a speech analytics tool, thus providing a cost savings to the company of approximately $500k+ per year

Developed accurate speech categories within 1% of current Five9 manual entries by call center agents

Developed speech specific reporting based on the business requirements around One Time Draft, Insurance, Purchase, and many other areas for targeted quality assessments

Completed QA reporting for Research & Correspondence and Customer Service data monthly

Developed various reporting as requested by management

Assisted in the gathering and reporting of Federal Regulation Metrics

Completed Investor Reporting documents for publication to external investors

Created presentations for various levels of management including quarterly summaries presented to all customer service agents as well as a disaster risk assessment presented to executive management

Developed a Redline tracking report to gain insight into the team’s overall workload

Created an automated letter builder for Research & Correspondence

Business Analyst III (Retail 2015 – 2017)

Developed Retail Enterprise Support Business Analyst Team

Designed Business Requirements Documentation processes

Analyzed retail business issues through user interviews

Designated requirements for IT Business Requirements Documents and test case tracking

Integrated loan processing applications modeling Encompass, Velocify, Optimal Blue, and Flowscape

Supported TRID (TILA-Respa Integrated Disclosure) and Change in Circumstance releases

Tracked BRD and UAT script requirements and specifications

Designed Redline prioritization protocol and assisted in release management

BANK OF AMERICA, Simi Valley, CA 2008 – 2014

Senior Operations Project Analyst

Collaborated in design and execution of new reporting for Quality Management

Aided in development of 2010 web and ecommerce budget

Tracked project deliverables for each business unit and reported progress in call center environment

Identified internal desktop applications areas of opportunity

Liaised with IT group to ensure installment of essential improvements

Provided application design and desired functionality documentation

Led test script maintenance and reporting between business line and IT teams

COUNTRYWIDE HOME LOANS, Simi Valley, CA 2001 – 2008

Business Analyst II 2005 - 2008

Monitored team project deliverables to completion

Bridged database reporting opportunities between departments

Provided inclusive department information for Quality Assurance meetings

Established departmental scorecard data to highlight metrics, workload, and production

Business Analyst 2002 – 2005

Provided system efficiency tracking reports for business system operations

Analyzed data, conducted research, and monitored efficiency of implemented business systems

Queue Monitor 2001 - 2002

Managed three call center operations in two states

Constructed necessary data for management review

Education

Associate of Science, Science, Pensacola Christian College, Pensacola, FL

Concentration: Medical Secretarial & Nursing

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