Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Diligent and driven  Senior Operation Analyst who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.
Skills
Auto-Dialer, Telegence, QuickPay, Lyrical, Clarify, CSP, Microsoft Word, Microsoft Outlook, Predictive Dialing, I-Vault and Internet Research, Lotus Notes, Aspect, AS400, Speedpay, Mortgage Pay by Phone, Loss Mitigation Applications, Notepad Application, SLS, Stewart Pool Manager, Urban Lending, Case Management, LPS, Salesforce, NICE, SRP, CRM Central, Iportal, Asis, Lamp, ILA, ARM, LMP, Empower, Urban Lending Solutions(OES), Stewart Lending Services(Pool Manager), SLSfx, Pool Origination, Microsoft Office Communicator
Experience
03/2012 to PresentSenior Operations AnalystEquiniti | Remote, MN,
Identify, research, manage, and provide analytic support to execute internal control discipline and operational excellence with a Line of Business or Enterprise Control Function.
Oversee end-to-end project management for new letters that are delivered to Bank of America customers, troubleshoot client relations issues, and perform risk management.
Gather and organize data to track, report, and monitor effectiveness of key controls and status of mitigation and action plans.
Prepare documentation for the tracking, monitoring, and escalation of risk-related issues to management.
Ensure Line of Business processes, procedures, documentation, and record-keeping are in compliance with the Standard Operation Requirements.
Facilitate cross-functional work efforts between Vendor Managers and Line of Business Stakeholders.
Develop and execute cross-functional objectives and strategies for relationships/categories managed.
Summary of Projects -.
Project - Letter Management Core-Logic Quality Assurance.
Managed and monitored support documentation and training required by support personnel.
Reviewed internal test samples that were mailed out to up to 100,000 Bank of America customers as needed.
Gathered and organized data to track, report, and monitor effectiveness of key controls and status of mitigation and quality assurance with SLA of 99% monthly average.
Served as a liaison between lines of businesses and third party vendors averaged 99% SLA.
Project - Vendor Management Program Implementation.
Day to Day tracking of migrating files from Sharepoint to server, issues and escalations.
Served as a liaison between lines of businesses and third party vendors averaged 97% SLA.
Provided guidance, management and direction to support teams and vendors.
Worked closely with product owners (PIMs) and senior management to review/define metrics SLAs and ensure we met obligations to the lines of business.
Managed communication to end users, support and senior management per SLA agreement.
Implemented several Short Sale/Deed in Lieu letters - Consumer Financial Protection Bureau (CFPB)
Being available for the vendors, Line of Business and quality control to answer any question or concern they may have while dealing with a file.
05/2017 to 03/2012Risk Operations Team ManagerAlmo Corporation | Charlotte, NC,
OJT Team Manager)/Risk Operations Team Manager for Jr.
Underwriter Assistants
Manage Account Managers to help them provide resolutions for the customers.
Providing feedback to Account Managers to help them improve with their overall performance.
Take escalated calls from Account Managers to offer further assistance for the customer.
Being available for the staff to answer any question or concern they may have while dealing with a customer.
Have huddles, team meetings, one on one's with Account Managers to make them aware of new changes within the company and discuss any issues regarding their performance.
Made sure Jr.
Underwriter Assistants were calling customers to obtain the required documents needed to move the process of MHA forward.
Managed Jr.
Underwriter Assistants to help navigate through specific systems to help find required documents needed for the MHA program.
Answered questions that the Jr.
Underwriter Assistants had regarding documents that were missing for the MHA program.
Track the number of call/accounts the Jr.
Underwriter Assistants worked on to meet specific guidelines.
01/2007 to 05/2017Account ManagerCountywide Home Loans | City, STATE,
Contact past due/delinquent customers for payment.
Set-up payment arrangements, schedule payments and document collection efforts.
Update financial information and verify loan status
Collect, post payments and settle accounts.
Education and Training
Expected in 2002Bachelor of Arts | ArtUniversity of Central Arkansas, Conway, ARGPA:
Art/ Minor in Psychology
Skills
AS400, Business processes, Case Management, client relations, customer service, document execution,
Sales Software: Salesforce.com
Lamp, letter management, Microsoft Office, Microsoft Outlook, Sharepoint, NICE, Internet Research, Program Implementation, project management, promotional materials, quality assurance, quality control, risk management, sales, SLA, Underwriter, Vendor Management
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