Operations & Customer Experience Leader with Analytics

Ayrin Jefferson

*****.******@*****.*** 504-***-**** Phoenix, AZ

Professional Summary

Business Analyst and Customer Experience Leader with 8+ years in financial services and hospitality, specializing in process improvement, cross-functional collaboration, and data-driven decision-making. Proven success in reducing loan processing times, enhancing compliance accuracy, and leading training initiatives that improve team efficiency. Skilled in translating business needs into actionable solutions that drive customer satisfaction and operational excellence.

Core Competencies

• Business Analysis & Requirements Gathering

• Workflow Optimization & Process Mapping

• SQL & Advanced Excel (Pivot Tables, VLOOKUP)

• Data Visualization & Reporting (Tableau, Power BI)

• Compliance & Risk Mitigation

• Customer Experience Strategy

• Training, Leadership & Staff Development

• Stakeholder Communication & Escalation Management

Professional Experience

Senior Mortgage Loan Closer

LoanDepot Phoenix, AZ Mar 2020 – Present

• Coordinated and closed 30+ loans monthly, reducing processing time by 15% through workflow redesign.

• Partnered with multiple business units to create and implement new procedures, cutting compliance issues by 25%.

• Tracked pipeline performance, providing data-driven insights that improved closing efficiency across teams.

• Designed structured document-handling practices that enhanced audit readiness and reduced errors in post-closing by 20%.

Night Auditor (Operations & Training Lead)

Renaissance Hotel Glendale, AZ Jul 2022 – Present

• Oversaw overnight financial operations, reconciling $50K+ in daily revenue with 100% accuracy.

• Produced detailed daily reports for executive review, enabling stronger revenue forecasting.

• Led onboarding and ongoing training for 12+ employees, improving staff readiness and consistency of procedures.

• Maintained high guest satisfaction scores by resolving service issues independently during off-hours.

Collections Specialist (Contract)

Discover Card Remote Nov 2022 – Mar 2023

• Managed 100+ customer accounts daily, successfully negotiating repayment plans that increased recovery rates.

• Balanced customer retention with compliance by tailoring repayment solutions, reducing escalations by 15%.

Escalation Supervisor

J.P. Morgan Chase Tempe, AZ Oct 2013 – Feb 2020

• Supervised escalated customer cases, resolving 95% without legal intervention, protecting company reputation.

• Coordinated cross-departmental solutions to recurring issues, leading to a 30% reduction in repeat escalations.

• Developed documentation and knowledge resources that were integrated into training for 200+ service staff.

• Served as a key point of contact for executive-level complaints, ensuring customer trust and retention.

Education

Bachelor of Business Administration

University of Arizona – Tucson, AZ 2013

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