Business Analyst Quality Control

Mabel Perez McCleery

Frisco, TX *****

214-***-**** *****.********@*****.*** LINKEDIN.COM/IN/MPEREZ05

PROFESSIONAL SUMMARY

Results-driven Business Analyst with over 14 years of experience in mortgage servicing, SaaS implementation, and enterprise operations. Proven expertise in audit design, sampling methodologies, and performance reporting to support regulatory compliance and operational efficiency. Adept at translating complex data into actionable insights using SQL and Excel (pivot tables, VLOOKUPs, macros). Skilled in stakeholder engagement, SLA/KPI tracking, and cross-functional collaboration across servicing, product, and support teams. Demonstrated success in cloud migration, metadata governance, and technical documentation using Jira and SharePoint. Experienced Agile/Scrum methodologies. Certified in Microsoft Business Analysis, Power Platforms, and Data Modeling with Visio. Recognized for strong analytical skills, attention to detail, and ability to manage multiple priorities in fast-paced environments. Committed to driving strategic alignment, quality control, and continuous improvement across business operations.

SKILLS

Audit & Compliance: Audit Design, Sampling Methodology, Quality Control, Regulatory Compliance, SLA/KPI Tracking

Data Analysis & Reporting: SQL, Excel (Pivot Tables, VLOOKUP’s, Macros), Data Visualization, Performance Metrics

Technical Tools: Jira, SharePoint, Microsoft Word, Outlook, Visio

Process Improvement: Workflow Optimization, Gap Analysis, Business Strategy Execution, Documentation, Metadata Governance

Stakeholder Engagement: Cross-Functional Collaboration, Client Onboarding, Training Delivery, Executive Reporting, User Acceptance Testing (UAT)

Project Management: Agile/Scrum Methodologies, Sprint Planning, Release Management, Impact Analysis

Soft Skills: Analytical Thinking, Attention to Detail, Time Management, Adaptability, Decision-Making, Customer Service Orientation

Work History

08/2022 to 02/2023

Technical Business Analyst

Bank of America – Remote

Functioned as a liaison between technical teams and non-technical stakeholders to transition all legacy applications to cloud services.

Documented user stories, workflows, and diagrams using Jira.

Redesigned and built new SharePoint Wiki pages.

Analyzed large datasets in support of weekly Executive reporting.

07/2016 to 07/2021

Senior Professional Business Analyst

HCL America – Remote

Acted as the primary technical liaison between internal business units, engineering teams, and external clients, ensuring seamless implementation and optimization of the ER SaaS platform.

Successfully led full-cycle onboarding and configuration of a third-party Real Estate Agent Portal, managing a cross-functional team of four through design, development, and deployment.

Delivered remote and on-site technical sessions, including platform walkthroughs, live demonstrations, and tailored training to ensure client satisfaction and adoption.

Facilitated requirements gathering, stakeholder interviews, design reviews, and user acceptance testing (UAT) to align platform capabilities with client needs.

Oversaw end-to-end release management, including impact analysis, documentation of new features and fixes, release notes, and internal communications across departments.

Configured platform workflows and integrations, supporting custom use cases and API-based enhancements to meet evolving client requirements.

Created advanced reporting dashboards and ticket tracking tools using Excel (pivot tables, VLOOKUPs, macros) and data visualization techniques.

Collaborated with Customer Success, Support, and Product teams to resolve technical issues, enhance platform functionality, and maintain high client satisfaction.

Participated in Agile ceremonies including daily stand-ups, sprint planning, and retrospectives, utilizing Jira, Confluence, and SharePoint for project tracking and documentation.

01/2012 to 11/2015

Consumer Banking Analyst

Bank of America – Remote

Supported Enterprise Data Management (EDM) efforts across various lines of business within consumer banking, including Small Business Banking, Credit Card Servicing, and Mortgage operations.

Co-led the design and execution of a metadata scoring framework to evaluate submissions received from external and internal partners.

Collaborated with SMEs to collect, validate, and manage Metadata across multiple business lines to ensure all Metadata submissions adhered to policies.

Developed and implemented standardized naming conventions and definitions for data elements.

Scored calls using defined customer experience best practices to identify training opportunities and service enhancements.

Posted internal data repository updates for internal business partners.

07/2010 to 04/2012

Senior Operations Analyst

Bank of America – Hybrid - Plano, TX

Led two-person team to train data analysts, reducing reporting errors and ensuring adherence to data standards.

Collaborated with project teams and consultants on data remediation, improving loan collection capabilities.

Created SQL-based reports to support Default Servicing, including Bankruptcy, Foreclosure, and REO, enhancing management efficiency.

01/2009 to 06/2010

Lead Operations Analyst

Bank of America – Richardson, TX

Negotiated cost-saving outsourcing agreement for printing and mailing correspondence.

Streamlined the imaging process resulting in reduced time and expenses.

Supported the Default Servicing team and improved workflow with automation.

Trained employees in organizational procedures with updated process documentation resulting in reduced user error.

CERTIFICATIONS

Microsoft Business Analyst (Completed July 2025)

Power Platforms in Business Analysis (Completed July 2025)

Data and Business Modeling with Visio (Completed July 2025)

Languages

Spanish

Bilingual

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