SUMMARY

• Enthusiastic, results - oriented Business Support/Process Consultant focused on driving operational efficiencies and improving customer experience, with over 13 years of experience leading projects and 8 years of analytical experience with a focus in finance.
• 13 Years proven experience as a Business Support Consultant: creating Project Definition Documents, Business Cases, Business Requirements, and UAT Test Scripts in support of implementing all levels of complexity of projects.
• 8 Years proven experience in financial planning: creating budgets, forecasts, variance analysis and trend analysis reports in support of senior management decision making and strategic planning.
• Project leader for complex projects with a focus on implementing projects for a call center environment and Identity Theft, Commercial Mortgage Servicing Subservicer and Research & Correspondence Complaints case management database systems.
• High level performer excelling in analyzing key business impacts, business processes and procedures for identifying operational efficiencies and operational needs.
• Ability to interface with all levels of management, other key Lines of Businesses, Technology partners and external partners; delivering effective presentations, consulting on technology projects and maintain collaborative relationships.
• Collaborated with key stakeholders to establish improved processes, implementation, communication and plans. Documented business requirements and created process models following BPMN logic.
• Successfully managed and implemented Genesys call routing for a multi-skilled and multi-site call center through the full Software Development Life-Cycle, increasing operational efficiencies and the level of service provided to internal and external customers.
• Led the project team in implementing a case management system for Identity Theft claims and Research & Correspondence complaints cases, including adding multiple system interfaces.
• Team Lead for Prevention Contact Center in implementing eWorkforce Management, resulting in efficiencies for workforce planning and scheduling.
• Presented and obtained approval to implement Universal Softphone that facilitated and enhanced the interaction between the customer and the call center representative, by introducing a software package that emulates the look, feel, and function of a phone on a user’s desktop.

PROFESSIONAL EXPERIENCE

Confidential

Consultant

Responsibilities:

• Instrumental in documenting the process flows, use cases, user stories and report mock-ups for the Monitoring, Quality Assurance and Oversight risk program request intake process.
• Create business requirements for the long-term interim SharePoint site and future state application to track intake requests.
• Reviewed, analyzed and maintained the governance intake request process via tracking using SharePoint and abiding by enterprise wide record retention policies.

Business Support Consultant

Responsibilities:

• Lead Business Support Consultant for the Supervisory Formula Approach Project to create queries to comply with The Federal Reserve Bank (FRB) and The Office of the Comptroller of the Currency (OCC) requirement of the bank to utilize hierarchy of approaches for its BASEL calculation for all of its securitization exposures.
• Created the Business Requirements Definition document and UAT Test Scripts to migrate the CMS Subservicer Database, resulting in efficiencies gained in managing and tracking information on subserviced commercial mortgage serviced loans to comply with Regulation AB and USAP.
• Collaborated with key business partners to analyze FileNet and Web Retrieval document warehouses and itemize necessary enhancements needed to comply with the enterprise-wide Confidential Records Management Policy.
• Identified business issues and risks, defined business requirements and created business case for management approval. The enhancements will yield SLI to meet Confidential 's commitment to maintaining and preserving accurate and complete records throughout the records' lifecycle.
• Analyzed business processes to identify and document changes needed to comply with enterprise wide email retention guidelines. Created and communicated presentations/ documentation for migrating from using MS Outlook as part of their business process and managing information stored in their mailbox proactively.
• Created Business Cases, Project Definition Documents, Business Requirements documentation, Test Plans, process diagrams and ad-hoc documentation as needed.

Implementation Consultant

Responsibilities:

• Consulted with project managers and project teams discussing implementation strategies for strategic initiatives that impacted multiple line-of-businesses, systems, processes, and products.
• Reviewed business requirements through development and specification to actual deployment with key stakeholders and business partners.
• Worked in partnership with technical teams in understanding complex problems and focused on bringing issues to resolution.
• Participated in user acceptance testing ensuring business requirements were met.
• Managed multiple projects simultaneously.
• Designed, created and maintained a SharePoint site for Prevention and Risk Operations.
• Acted as the primary point person for the Wachovia/ Confidential conversion integration efforts, including project planning and task assignments for Prevention Contact Center consisting of the Call Center, Identity Theft Operations, Research & Correspondence and Transaction Fraud Support.

Financial Consultant

Responsibilities:

• Conducted quantitative analysis of financial data to forecast operational expenses, identify future trends, and assess risks associated with direct non-interest expenses using Essbase and AU Miner in support of ATM Operations, Deposit Risk Operations, and Statements Processing groups with over 300 FTEs.
• Managed base budgets in excess of $127MM, including self-funded project budget of $1MM.
• Designed and implemented volume/productivity tracking reports using the MOPS volume database. Provide trending analysis on daily/monthly volumes and productivity in support of management decision making.
• Prepared monthly forecast packages and annual budget packages and scheduled monthly review meetings to discuss with all levels of management.
• Prepared ad-hoc reports for managers by utilizing Hyperion Essbase, General Ledger (GL) Applications, and MS Excel in support of senior management decision and strategic planning.

TECHNICAL SKILLS

• Advanced MS Office Suite and MS PowerPoint skills
• MS Project
• MS Visio
• Hyperion Essbase
• MS Access
• MS SharePoint