Operations Manager Business Analyst

Results-driven Operations Manager with ** years of experience overseeing organizational processes, optimizing efficiency, and leading cross-functional teams to achieve business goals. Expertise in strategic planning, process improvement, resource allocation, and quality assurance. Proven track record of driving operational success, reducing costs, and enhancing productivity. Adept at building collaborative teams and implementing innovative solutions to complex challenges. Proven ability to exceed customer and client expectations

AREAS OF EXPERTISE

Leadership çMicrosoft Office ç Project Management ç Process Optimization

Loan Underwriting ç Account Management ç Audit ç Compliance ç Risk Management ç

Agile Methodologies çMedical Billing & Coding

Professional Experience

State Farm · Richardson, TX (Remote) 07/2023-Current Operations Manager

Oversaw operations across the claims department, managing budgets exceeding $70 million in revenue

Delivered cost savings of 33% through process improvements, vendor negotiations, and resource optimization.

Led a team of 20 managers and staff, fostering a culture of accountability, collaboration, and continuous improvement.

Spearheaded the implementation of internal system audits, enhancing operational efficiency by 33%

Conducted in-depth analysis of operational metrics, identifying trends and developed strategies to improve performance.

Fay Financial · Farmers Branch, TX (Remote/Hybrid) 12/2021 – 04/2023

Senior Business Analyst

Converted business data into technical requirements for IT development and the project team.

Facilitated meetings with stakeholders and leadership for requirements gathering

Worked alongside other business teams to review and refine deliverables

Managed project tracking system and ensured scope alignment with stakeholders

Integrated standardized tools and templates to streamline cross-functional impact mitigation

Wyndham Capital Mortgage · Charlotte, NC (Remote) 11/2020 - 05/2021

Conventional Underwriter

Reviewed and evaluated residential/commercial mortgage loan applications

Conducted thorough reviews and risk assessments to identify and mitigate potential financial fraud/misrepresentation

Effectively reviewed conditions, resubmissions, and initial credit decisions in a timely manner

Worked with Loan Processors and Loan Officers to aid in loan decisions and finalize incomplete loan packages.

Leveraged AUS and Encompass tools to validate creditworthiness in line with FNMA/FHLMC guidelines

JPMorgan Chase · Plano, TX December 2011 to January 2020

senior business analyst, strategic initiatives 06/2014 – 01/2020

Consulted with management and associates to identify, define, and document business required documents (BRD’s) needs and objectives

Divided large projects into smaller components to develop a planned and controlled system for business remediation

Interpreted statements from internal processes to parse and create an execution plan that would implement new solutions for impacted internal and external businesses.

Developed role optimization framework enhancing operations throughout

Supported risk and compliance testing along with user acceptance testing

Business Support Analyst 12/2011 – 06/2014

Created reports for executive management that yielded clear, tangible metrics for performance assessment, improvement, and accuracy for mortgage operations.

Responsible for new business production, renewal retention, and overall profitability of assigned book of business

Assisted with pricing and marketing

Collaborated with project managers and development teams to help identify and resolve issues, coordinate system requirements, and complete compliance testing for market investor standards.

Coordinated with management to establish performance metrics and developed training plans to address performance improvement goals and enhance workflow strategies.

Evaluated the financial strength of borrowers to determine if the processor assessed risk and repayment capacity in full depth

Education & Training

ACCELERATED BACHELORS/MASTERS –INFORMATION TECHNOLOGY IN PROGRESS

WGU

CERTIFIED SCRUM MASTER JULY 2023

SCRUM ALLIANCE

CCA-MEDICAL BILLING & CODING JANUARY 2010

REMINGTON COLLEGE

VOCATIONAL NURSING- LPN JANUARY 2009

CONCORDE CAREER COLLEGE

B.A. ACCOUNTING DECEMBER 2004 LOUISIANA STATE UNIVERSITY

JIRA çCONFLUENCE çDESKTOP UNDERWRITER çLOAN PROCESSOR çMSP çEPIC çSCRUM çSQL PROJECT MANAGEMENT çGUIDEWIRE ç ENCOMPASS çEHR

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