CAREER SUMMARY:

Results - driven, c Confidential lysts for change, Project Manager with experience in Healthcare and Commercial Banking industry. A proven record of increasing organizational & staff performance, managing multiple projects from creation to completion, and building effective team. Transformational leader, problem-solver, self-starter, and proactive go-getter with a passion for delivering client & customer satisfaction.

CAREER EXPERIENCE:

Quality Process Improvement Project Manager

Confidential

Responsibilities:

• TeleHealth “go live” utilization for all Doctors/ Providers. Designed workflow and created setup within ECW.
• PointCare solution across front line /desk, Call Center, and Outreach departments.
• Created a click-by-click user guide and best practice guide to assist users in easier workflows. Facilitated for staff.
• M-Files d Confidential storage solution for several departments to reduce utilization of paper files and create a paperless environment. Designed workflow for each department and user guide to accompany for and utilization.
• Designed and created SOPs for several LOBs with step by step process and quality control audit guides/metrics to measure and improve performance.
• DashboardMD for C-Level staff which integrated the eCW solution for reporting.
• Lead d Confidential migration from eCW network server to Netgains server.
• Designed testing guides for server migration and delivered to all test users to mitigate errors utilizing SmartSheets tool.
• Designed quality improvements processes to assist with capturing missed care opportunities for Providers. Created user guide to access system and extract d Confidential for quality improvement measures and facilitated for all project members.

Regional Operations Manager

Confidential

Responsibilities:

• Created and implemented staff performance evaluations, corrective action plans, created SOP’s and mandatory re to produce performance accountability. This improved under-performing teams, formed cohesive teams & effective leadership.
• Reduced overtime budget by 50% through planning and restructuring department.

High Net Worth Mortgage Specialist

Confidential

Responsibilities:

• Resolved highly complex credit issues and reviewed income documents to process mortgage loan applications.
• Managed application process by conducting in depth research and communicating with multiple teams, internal departments, and Third party service providers.
• Fostered and maintained working relationships with high net worth clients while providing mortgage lending solutions.
• Maximized revenue by proactively building and managing key customer relationships, further illustrating communication and problem solving abilities.
• Consistently ranked as a top performer for exceeding production goals.
• Trained, mentored, coached, and motivated team members, new hires, and Junior-level staff to increase and optimize productivity and performance.

Quality Control & Assurance Analyst

Confidential

Responsibilities:

• Developed and improved innovative Quality Assurance (QA) capabilities, strategies, approaches, and services.
• Drove QA efforts for underwriting and credit review teams while developing best practices, QA standard guidelines and test forms.
• Monitored, evaluated, and coached each underwriter on completing income, asset, and credit analysis using objectivity, policy & procedure, and sound judgment.
• Identified quality & process roadblocks, provided measurable deliverables to assist in formal of credit lending to junior staff, developed scripts which focused on customer interaction & satisfaction, reported team progress, facilitated productivity meetings, and initiated new processes and change requirements to supervisor.
• Led sessions with production associates to increase quality scores, partnered with leadership to provide correspondence regarding Quality Control (QC) audit disputes, analyzed and current QA processes, and assisted with strategic QA planning by developing quality standards guides and testing forms.

Senior Risk Review Specialist & Quality Liaison

Confidential

Responsibilities:

• Completed independent risk management measures to ensure the organization was complying with safe and sound underwriting standards, policies, procedures, and regulatory requirements. Inspected income and credit documents, surveyed clients, and searched for conditions where liability and possible risk could occur and prove to be a risk to company’s assets.
• Facilitated associate readiness for 3waves of new hires and developed core groups to deliver process and policy changes to team & staff members within the unit.
• Drove efforts to change culture, perception, and processes by bridging the gaps between the production and quality departments. Consistently ranked as a top performer for exceeding production goals.

Home Equity Mortgage Specialist& Mortgage Underwriter

Confidential

Responsibilities:

• Analyzed and processed loan application documents.
• Determined final decision on real estate secured loans and lines of credit.
• Calculated risk and reviewed verification of income documents, credit reports, appraisals, and other compensating factors while developing and building relationships with customers.
• Distributed production reports and quality reminders to the site in manager’s absence. Served as subject matter expert with various projects and new initiatives.
• Consistently ranked as a top performer for exceeding production goals.