Results-Driven Operations & Analytics Leader

Results-driven Analyst 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

Professional Experience

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

Senior Operations Analyst

Led integration initiatives between claims, underwriting, and commercial business departments' policy administration systems (PAS), ensuring accurate policy data flow for underwriting and billing functions

Partnered with GSEs and underwriting teams to review policies and procedures to define parameters and regulatory requirements

Ensured business initiatives aligned with compliance standards and risk management policies so that deliverables were within established GSE guidelines set by stakeholders and vendors, collaborating closely with development teams to enhance policy management workflows.

Collaborated on system enhancements and identified operational risks within internal processes.

Presented project updates and performance outcomes to stakeholders and cross-functional teams to inform enterprise decisions.

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

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 to translate into actionable solutions

Worked alongside other business teams to review and refine deliverables and assist with budgeting

Managed project tracking system and ensured scope alignment with stakeholders

Liaised between business and technical teams

Created user stories with acceptance criteria on UAT planning

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 and other GSE guidelines

JPMorgan Chase · Plano, TX December 2011 to January 2020 Senior Business Analyst 06/2014 – 01/2020

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

In-depth analysis of complex projects from initiation to execution to develop a strong framework and controlled system to design solutions, prioritize, and resolve issues efficiently

Created and defined test plans and cases to support all phases of the testing approach

Complete ownership of system and project initiatives with cross-functional teams and tracking of metrics

Supported initiatives aimed at improving the quality, timeliness, centralization, and governance of data

Ensured transition was seamless from project execution to business-as-usual (BAU) operations

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.

Conducted ongoing analysis of policies and procedures for refinement of systemic improvements

Cooperated with project managers and development teams to help identify and resolve issues, coordinate system requirements, and complete testing

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

Delivered actionable insights through dashboards and reports that support data-driven decision-making

EDUCATION & CERTIFICATIONS

B.S./M.S. Information Technology Management (Accelerated Program) – In Progress

Western Governors University (WGU)

Certified Scrum Master (CSM) – 2023

Scrum Alliance

CCA – Medical Billing & Coding – 2010

Remington College

Vocational Nursing – LPN – 2009

Concorde Career College

Technical Skills

JIRA, Confluence, Salesforce, SQL (Basic), Tableau, Microsoft Office Suite

Business & Product Skills

Business Requirements, BRDs/FRDs, User Stories, Acceptance Criteria, UAT, Backlog Prioritization, Change Management, Workflow Optimization, Risk Assessment, Compliance

Insurance & Financial Skills

Policy Administration Systems (PAS), Policy Lifecycle Management, Underwriting, Mortgage Operations, Compliance, Claims & Risk Evaluation, Guidewire (Policy Center, Claim Center), Encompass, MSP, DU (Desktop Underwriter), EPIC, EHR

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