SUMMARY

• Extensive experience managing projects and multiple global teams simultaneously achieving efficiencies and meeting productivity goals.
• Broad background in Mortgage Operations including bankruptcy, collections, compliance, customer service, foreclosure, legal and loss mitigation.

• Ad Hoc Reports
• Business Analysis
• Resource Allocation
• Issue Resolution
• Strong Oral Skills
• Strong Written Communication Skills
• Process Flow Analysis
• Process Improvement
• Project Plan Building
• Quality Monitoring
• Requirements Gathering
• Status Updates
• Global Vendor Management
• Workflow Allocation
• Agile/Waterfall Methodology

TECHNICAL SKILLS

• ADP
• Citrix
• Customer Care Workbench (CCW)
• Default Workflow (DW)/PEGA)
• Fidelity / MSP / LPS (Lending Portal System)/ Director
• HRIS (Human Resource System)
• I Vault
• KANA software
• Lender live
• Lotus Notes
• Microsoft Access
• Microsoft Excel
• Microsoft Office
• Microsoft Project
• Microsoft Word
• Online Letter Writer (OLLW)
• Outlook
• People Soft
• Power Point
• ProVirtual Edge (ADP)
• SAP (System Applications and Products in Data Processing)
• SharePoint
• Success Factor
• VISIO

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Managed several business analyst during system integration and data migration from GTA to MSP (Fidelity/Black Knight) approximately 2 million portfolio
• Identified and ensured templates were created in Online Letter Writer (OLLW) from GTA by identifying letter id, description, business and technical owners, company system generated letters, investor or servicer, validated print vendor, active/in active/archive (identified letters being decommissioned), print method and other details to track each letter
• Defined support model for maintaining existing / adding new letters to the environment
• Ensured we were in compliance with regulatory agencies
• Built collaborative relationships with Marketing/print vendors (Letters Xpress, NCP and Venture); Business Owners/Project Managers of various workstreams.
• Automated letter requests for selected manual letters on the basis of high - volume handling considerations and generation for Fannie Mae (FNMA) Government letters
• Validated information on queries to confirm priority of OLLW templates to identify risk
• Identified required process and staffing adjustments as a result of the migration to MSP for letters remain manually generated
• Managed integration with imaging and closed-loop reconciliation (request thru long term storage)
• Added new products to company billing statements format (including Balloon Loans, Option ARM (Step Rate), Daily Simple Interest (DSI) Loans, Buy downs and Loan with Optional Insurance) and escrow analysis statement (including coupons and checks)
• Identified and drafted project risk analysis, dependencies, project critical path

Confidential

Project Manager

Responsibilities:

• Provided daily leadership, oversaw, and implemented projects during open enrollment. Managed health, dental and prescription plan to ensure effectiveness and maintenance of medical benefit process. Developed, coached and performed management oversight. Led health, dental and prescription plan projects which required integration and communication. Ability to influence and gain confidence of upper management.
• Facilitated issue resolution and material development for Medicare Solutions (advertising and marketing material) based on the business needs working with Project Management Office (PMO). Ensured Marketing scripts and advertising materials were in Compliance with Medicare Annual Enrollment Period. Orchestrated review, approval and CMS filing efforts to align with projects impacting Medicare Solutions.
• Organized Tracking System, improved processes and oversaw approximately 350 Collateral pieces which impacted the department, while ensuring we remained in compliance with Federal and State regulatory requirements which includes CMS (Center of Medicare and Medicaid Services) and OIR (Office of Insurance Regulations). Excellent time management skills, able to work under tight deadlines with minimal supervision to balance multiple complex projects.
• Integrated in Medicare Solution process by serving as health, dental and prescription plan liaison between various work areas (Customer Care, MRO, Product, BEIC, Legal, Spanish, Branding). Partnered with various departments, internal customer/vendor to ensure accurate and timely product validation.

Confidential

Project Manager

Responsibilities:

• Managed cross functional projects of high complexity, established risk and validated resources. Excellent time management skills, able to work under tight deadlines with minimal supervision to balance multiple complex projects. Ability to influence and gain confidence of upper management.
• Led in ad hoc projects by defining, prioritizing and achieving strategic objectives by ensuring projects met business requirements with varying levels of complexity. Supported IT and Reporting teams for software migration, system integration and collaborated to create reports working with Project Management Office (PMO). Business Analyst manager. Digital Project Management via Sharepoint. Translated information from SMEs to IT Teams, identifying pertinent information for users of varying skill sets. Work with upper management, including senior leadership, to ensure projects stay on tasks and barriers are removed timely. Oversaw approximately 25 - 44 projects quarterly, which impacted the department by improving processes via IT Department. Coordinated with system and software UAT testing for deployment of departmental projects to meet tight deliverables and data conversion.
• Created Change Management Tracking system to evenly distribute assignments to the Change Management/Job Coach staff; as well as keep track requests received via the Intake teams. Worked in a fast paced environment with changing deadlines.
• Follows an organized process to initiate the effort, plan project activities and deliverables, coordinate project execution and communication, ensure quality assurance and control, and close the project. Coordinated communication of impacted areas that are within scope of project and worked closely with senior management. . Ability to influence and gain confidence of upper management.
• Established and implemented project management process and ensured project participants are aware of project activities, schedule meetings, capture action items, communicate status, develop, track activities on the work plan and validated project was delivered on time.
• Communicate project status and advise project team, customers, and staff on tactical solutions to dealing with barriers within a project.
• Lead, managed and coached project team members, involving integration with Delivery Systems, Marketing, Product Management, Service, Audit, and other enterprise areas working with Project Management Office (PMO).
• Responsible for the overall management, communication, coordinated project work, report, provided status updates, assembled project plans, assigned team assignments, directed/monitored projects daily, tracked milestones and problem solving with multiple levels of enterprise management. Utilize project of management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations working with Project Management Office (PMO). Working with new material or departments to grasp its implications and impact to the department. Utilized Project Management methodologies and tools, resource management practices and change management techniques. Researched and developed project timelines, deliverables, resources, tasks & dependencies based upon the project capability.
• Maintained project level work breakdown structure by tracking events, tasks, dependencies, and progress within a project plan to meet the needs of customers, identified resource needs and performed quality review. Gathered information by identifying essential information.

Confidential

Team Lead

Responsibilities:

• Transitioned to the Employee Loan Modification Department from KANA (Email Department) after the previous department moved to a different site. Assigned work and tracked team performance. Trained new staff members. Team leader of five people.
• Created the development of a new department including the creation of training material. Appraisal review experience. Created with the implementation from customer interface to back end processing from application, underwriting to final contract; ensured the confidentiality and protecting the sensitive of employee information. Ability to influence and gain confidence of upper management.
• Supported IT and Reporting teams for software migration, system integration and collaborated to create reports working with Project Management Office (PMO). Coordinated with system and software UAT testing for deployment of departmental projects to meet tight deliverables and data conversion. Facilitated meetings with high-level executive providing status updates including potential risks that would impact projects. Utilized SAP (System Applications and Products in Data Processing).
• Maintained communication with line of business executive to ensure they were aware of changes, upgrades and enhancements that effected our operations and their departments. Managed cross functional projects of high complexity, established risk and validated resources.
• Took the lead on various projects, when needed. Met goals and deadlines for projects - reflecting organizational skills and ability to prioritize. Administered quality control within department. Coordinated communication of impacted areas that are within scope of project and worked closely with senior management. Digital Project Management via Fidelity Interfacing.
• Responsible for the overall management, communication, coordinated project work, report, provided status updates, assembled project plans, assigned team assignments, directed/monitored projects daily, tracked milestones and problem solving with multiple levels of enterprise management. Utilize project of management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations working with Project Management Office (PMO).
• Established and implemented project management process and ensured project participants are aware of project activities, schedule meetings, capture action items, communicate status, develop, track activities on the work plan and validated project was delivered on time.
• Maintained project level work breakdown structure by tracking events, tasks, dependencies, and progress within a project plan to meet the needs of customers, identified resource needs and performed quality review. Utilized Project Management methodologies and tools, resource management practices and change management techniques.

Confidential

Team Lead Research Specialist

Responsibilities:

• Led a team to assigned work and tracked team performance. Transitioned to the Imminent Default Email Department from Confidential after the previous department moved to a different site. Create email response templates as a newly formed team was functionally moved to another state. Managed cross functional projects of high complexity, established risk and validated resources. Coordinated communication of impacted areas that are within scope of project and worked closely with senior management. Ability to influence and gain confidence of upper management.
• Answered escalated inbound secured emails from existing Chase, Washington Mutual and EMC customers regarding loan modifications or other workouts for current and default customers. Appraisal review experience.
• Supported IT and Reporting teams for software migration, system integration and collaborated to create reports working with Project Management Office (PMO). Utilized Project Management methodologies and tools, resource management practices and change management techniques.
• Coordinated with system and software UAT testing for deployment of departmental projects to meet tight deliverables and data conversion.
• Coordinated with technical division during creation and transition of specified pipeline from Manila to Jacksonville to obtain system access in answering the customer’s inquiries. Worked closely with multiple departments globally as the new team had requirements outside of any existing departmental templates. Created standardized language for templates, obtained Legal approval and had the language programmed into the system.
• Responsible for the overall management, communication, coordinated project work, report, provided status updates, assembled project plans, assigned team assignments, directed/monitored projects daily, tracked milestones and problem solving with multiple levels of enterprise management. Utilize project of management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations working with Project Management Office (PMO). Digital Project Management via Fidelity Interfacing.
• Established and implemented project management process and ensured project participants are aware of project activities, schedule meetings, capture action items, communicate status, develop, track activities on the work plan and validated project was delivered on time.
• Maintained project level work breakdown structure by tracking events, tasks, dependencies, and progress within a project plan to meet the needs of customers, identified resource needs and performed quality review. Administered quality control within department.

Confidential

Technical Writer

Responsibilities:

• Assigned team work, tracked team performance, provided training and managed pipelines of 150+ (per associate) for Regulatory and Congressional Agencies regarding executive-addressed inquiries adhering to strict legal deadlines and business standards requirements. Handled escalated Chase Executive customer inquiries exceeding quality and client satisfaction benchmarks. Ability to influence and gain confidence of upper management.
• Provided executive-level outbound correspondence received from regulatory agencies and the Congressional office with inquires and complaints. Researched and responded to within the mandated time lines under RESPA and/or internal business guidelines.
• Partnered with other departments to provide the information required to answer the customer's inquiry, inclusive of corrections to the customer's account as needed. Worked with Legal/Compliance as needed to obtain approval prior to sending written communications to our customers. Interacted with multiple departments (Legal, Credit, Cashiering, Loss Mitigation, Foreclosure, Short Sale, Collections, Compliance).

Confidential

Senior Technical Writer (Supervisor)

Responsibilities:

• Managed global vendor team in India by developing quality processes, tools and management routines for quality tracking. Served as an information conduit between management and production floor. Assigned work, tracked team performance and managed pipelines of 150+ (per associate) for Regulatory and Congressional Agencies for executive-addressed inquiries. Maintained a productivity tracking database and created reports to track trends and performed root cause analysis on issues. Ability to influence and gain confidence of upper management.
• Monitored business unit for compliance with federal and state mortgage regulations as well as investor requirements. Partnered with business units and coordinated with on-site counsel to verify that applicable bankruptcy and state/federal laws were followed.
• Initiated project to rewrite outbound written customer communications with an easy to understand, customer tone.
• Motivated and coached team to achieve quality, volume and service level goals. Designed and implemented training to assist the production floor to perform their jobs efficiently and with a higher degree of quality. Digital Project Management via Fidelity Interfacing.

Confidential

Senior Quality Assurance (Supervisor)

Responsibilities:

• Managed a team of Technical Executive Resolution Writers. Lead team to continuously achieved and maintained department quality, volume and service level goals. Tracked team performance. Monitored calls and analyzed data from dissatisfied customer complaints. Designed policy and procedure training and analyzed productivity trend data to identify solutions. Oversaw team in India.
• Worked closely with Vice Presidents and senior management to identify root cause of executive complaints relating to Customer Service which saved Metris Credit Card Company more than $250,000 dollars, per quarter. Ability to influence and gain confidence of upper management.
• Motivated and coached team to achieve quality, volume and service level goals. Designed and implemented training to assist the production floor to perform their jobs efficiently and with a higher degree of quality. Digital Project Management via Fidelity Interfacing.

Confidential

Senior Interplan Operations (Business Analyst)

Responsibilities:

• Received inbound calls to research and pay claims. Minimum of 200 calls per day. Establish rapport with potential customers utilizing excellent customer service skills. Created, presented and/or facilitated meetings/training programs for co-workers.
• Utilized SAP (System Applications and Products in Data Processing). Researched, analyzed, maintained, modified, validated and prepared data, information and content used in making business decisions. Identified process improvements and articulated results.
• Monitored and evaluated the effectiveness of solutions, policies, practices and processes to ensure continuous improvement, good client relations, compliance and adherence to business and system requirements. Participated in departmental projects or components of projects.