Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

MBA graduate with 15 years professional background in project management and business analysis. Areas of specialization include process development, excellent communication, presentation and consultative skills. Talented in gathering, analyzing and defining business requirements to understand operations, needs and expectations.

  • Project management
  • Skilled in analyzing and translating complex information into readable format
  • Business Processing analysis
  • Gathering requirements
  • Strategic Thinker
  • Analytical
  • Ability to work in an ad-hoc, dynamic, and fast-paced environment and achieve results with limited instructions
  • Strong communication skills- written, verbal, and influencing
  • Microsoft Office Suite-Viso
  • Experience Agile/Scrum environment
  • Business development
  • Adaptability and Flexibility
  • Excellent communication, liaising, and facilitation skills
  • Powerful negotiator
  • Conflict resolution
  • Extremely organized
  • Process implementation
  • Team leadership
  • Process Mapping
  • Skilled in planning and managing multiple tasks simultaneously
  • Gap analysis
  • Superior attention to detail
  • Excellent relationship building
Work History
Business Analyst -Procedure Writer, 02/2018 - Current
Qvc, Inc. Houston, TX,
  • Responsible for the development, maintenance, and publication of the business line’s operating procedures, training materials, classroom material, process maps, communications and communication plans.
  • Responsible for ensuring all written materials are in compliance with banking regulations and guidance.
  • Responsible for learning management via the The Learning Center (TLC), content management via CollectionsNet as well as various SharePoint administration functions for the business line.
  • Work with the Control Department acts as the primary interface and mediator with banking regulators, corporate and business line compliance groups, as well as internal/external audit teams.
  • Facilitates and ensures execution and follow up of all audits and exams along with managing the process which includes the identification, tracking and remediation of all audit issues.
  • Conducting ongoing gap analysis for the business line as industry developments arise.
  • Manages verbal, written, and vendor complaints for the business line.
  • Ensures employees are compliant with training materials through call listening.
  • Responsible for driving and leading the development, review and on-going maintenance of operational procedures, training materials, classroom material, process maps, communication, and communication plans, working with applicable business line areas and owners as well as cross functionally as necessary
  • Ensure all materials are aligned with corporate policies.
  • Provide reporting to the Business Line on Special projects.
  • Drive approval process for all written products.
Communication Project Manager -PMO, 05/2015 - 02/2018
Citi City, STATE,
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Considerable knowledge of assigned business line or functional area of the mortgage intustry
  • Demonstrated management and leadership skills
  • Ability to identify and resolve exceptions and to analyze data
  • Responsible for aligning with medium to large originations/technology projects and supporting large volume procedure development/update efforts. Strong working knowledge of business processes (sales & operations).
  • Responsible for the identification of and resolution of gaps in the business processes.
  • Providing operational support for existing and new projects
  • Collecting and evaluating information gathered from various sources.
  • Explain highly technical information and excellent writing skills to document technical information clearly.
  • Gather information through research, statistical reports and interviews with technical staff and/or subject matter experts
  • Take initiative. Create, offer and execute solutions
  • Deliver updates and status to Senior Leadership.
  • Partners with senior staff in the execution of communication items as needed.
  • Generated Business Requirement documents(BRD), Functional specification design documents( FDS) and Functional Requirement Documents (FDR)
  • Function as a liaison between business sponsors, stakeholders, and partners translating business projects into user-friendly text for procedure manuals.
  • Responsible for development of user training manuals.
  • Coordinates multiple priorities utilizing strong organizational and analytical.
  • Uses professional judgment to build relationships with customers.
  • Make recommendations in the absence of detailed instructions or without management pre-approval or review
Credit Underwriter 3, 05/2012 - 05/2015
Citi City, STATE,
  • Analyze and monitor financial transactions, Perform credit and property analysis on Home-Equity/conventionalloan files submitted within the time frame established.
  • Evaluate data; cross function with all level business areas if necessary to obtain information
  • Maintain production goal & standards with an understanding of industry standards and documentation requirements for loans sold to investors, FNMA, FHLMC, VA, FHA and Ginnie Mae Securities.
  • Analyze statistical, operational or other information in order to make a well-informed decision.
  • Perform mortgage credit analysis, with or without the assistance of automated underwriting system, to determine borrowers willingness and ability to repay the mortgage debt.
  • Review credit documents for completeness and accuracy.
  • Demonstrate leadership qualities, as a resource to others on questions related to Underwriting.
  • Supervisory experience of underwriting and lending operations staff.
  • Partner with other departments to ensure mortgage applications are originated efficiently and in compliance with all regulatory requirements and polices and procedures
  • Adequately and effectively explain in written and verbal form the decision reached in a manner that will maintain a positive relationship with all customers.
  • Perform timely reviews of conditions submitted, as well as loan re-submissions. Compile and accurately report all financial data as required by risk Management via various output reports.
  • Analyze challenging loan packages to render sound credit solutions.Review daily reports and found ways to mitigate risk and reduce errors.Monitored progress and enforced deadlines
  • Fight fraud and monitor financial transactions by using analytical tools and determine if fraud rules were met.
  • Completed year with 100% MSA average compared to team of 98.46%Monitored costs, timescales and resources used to achieve Client Satisfaction goal of 85.40% vs team average of 76.14%
Home Service Specialist , 06/2005 - 07/2012
Bank Of America City, STATE,
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Serves as a partner to leadership, line managers and employees to provide service and support in a variety of functions.
  • Implement strategies and department operating plans to improve systems and services for the organization.
  • Managed multiple projects and served as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines
  • Make recommendations for business improvements
  • Providing an exemplary customer service to both internal staff and external customer.
  • Coached and mentored 10 staff members by offering constructive feedback
  • Planned and led training programs on staff development.
  • Work with Quality Control Team to approve final delivery of all loan file reviews to implement regulatory changes throughout the organization.
  • Facilitated training on new policies and procedures
  • Created effective training course objectives, course content and all materials.
  • Delivered training material to a diverse audience of both blue and white-collar professionals.
  • Perform other job-related duties and special projects as required.
  • Set up and completed loan submission packages.
  • Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Checked packages for appropriate documentation.
  • Provided quick turnaround times to maintain fast-past schedule.
  • Collaborated with stakeholders to manage loan files and databases and prepare general correspondence.
  • Prepared documents for underwriting by verifying client income, credit reports and other information.
  • Handled any conditions sent from underwriting departments.
  • Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
  • Worked with processing team members to communicate errors and obtain missing information for current applications.
  • Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
  • Trained junior team members in underwriting procedures and loan quality grading standards.
  • Drove team success through shared vision and recognition of quality performance.
MBA: Business Adminstration, Expected in 2011
Lindenwood University - St. Charles, MO
emphasis Financial Services, Accounting, Project Management and Management
Bachelor of Arts: Communications, Expected in 2008
Lindenwood University - St. Charles, MO
emphasis in: Corporate Communications
High School Diploma: , Expected in 2002
Fort Zumwalt West High School - O'fallon, MO
Lean Certified 
Additional Information
  • Served as a Professional Development Officer for 2 years on the African American  Diversity Network.
  • Earned the Citi Presidential Volunteer award for achieving over 100 volunteer hours in 2015 and 2016. 

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Resume Overview

School Attended

  • Lindenwood University
  • Lindenwood University
  • Fort Zumwalt West High School

Job Titles Held:

  • Business Analyst -Procedure Writer
  • Communication Project Manager -PMO
  • Credit Underwriter 3
  • Home Service Specialist


  • MBA
  • Bachelor of Arts
  • High School Diploma

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