Experience

Tempus Technologies, Inc

• United States
• Software Development
• 100 - 200 Employee

• Process Improvement Senior Specialist

  • Sep 2023 - Present



PNC

• United States
• Financial Services
• 700 & Above Employee

• Product Support - Operations Manager II

  • Mar 2023 - Sep 2023

  • Leads meetings with stakeholders and vendors to drive results and resolve escalated issues reducing financial and reputational risks.• Provides requirements to service partners which improves system cohesiveness by reducing the need for manual processes. • Recommends and drives policy improvements reducing lookbacks and archer issues. • Identifies and influences strategic improvement initiatives and serves as a Project Sponsor for User Acceptance Testing to insure a streamline process for end users. • Leads a team of Production Coaches, Universal Agent/Trainers, and User Acceptance Testers to support the needs of multiple operations and support teams. Show less

• Organizational Change | Operations Manager

  • Apr 2021 - Mar 2023

  • Acted as a senior point of contact for escalations and resolved exceptions and complex process and product support problems allowing the end user to focus on the client experience.• Created and oversaw the training of end-to-end processes of varying risk and financial value ensuring operations teams were function within regulatory and compliance thresholds. • Developed, reviewed, and approved standard operating procedures to ensure ease of use and understanding by operations teams.• Created and maintained a multi-departmental SharePoint providing a single source of reference for operations teams reducing the need to rely on email for communication needs. Show less

• Production Coach

  • Jul 2019 - Apr 2021

  • Created and facilitated a new hire curriculum covering the first 75 days of employment which reduced turnover and increased Net Promoter Scores by 7%. • Considered a subject matter expert and responsible for ongoing training for operations teams and managers• Improved business performance by proactively participating in problem-solving sessions and recommending strategies.• Identified awareness of gaps in procedures which improves business results. • Created a process for operations teams to request assistance with procedures, job aids, or general support empowering end users to report system issues and reduce manual workarounds. Show less

• Business Analyst/IT

  • Oct 2018 - Jul 2019

  • Consulted and communicated with the line of business and technology teams on business design, problem-solving sessions, and supports project management.• Provided expertise and organizational processes for technology teams reducing the gap between testing and production users.• Assisted with compliance testing and script writing for MSP and Empower by ensuring operation systems are compliant with government regulations.

• Universal Agent

  • Jul 2016 - Oct 2018

  • Served in a multiple asset role flexing between File Prep, File Quality Analyst, Processor, and Closer depending on volume. Considered a Subject matter expert in all roles. • Participated with multiple projects including User Acceptance Testing and Production Coach leading to future positions within the company.

• Sr Loan Processor

  • Apr 2014 - Jul 2016

  • Analyzed and verified submitted documents were accurate for residential loan applications. Served as a single point of contact for our client during the loan process. • Ensured compliance with established policies and procedures resulting in low Quality Assurance findings. • Verified all borrower documents are collected and acceptable for FHA, VA, USDA, and FNMA standards. • Proactively maintained an active pipeline of up to 75 loans while being recognized for having one of the highest Net Promoter Scores. Show less



PHH Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Loan Processor

  • May 2012 - Apr 2014

  • Ensured the accurate and timely packaging of Conventional, Non-conventional, and HARP loans. • Reviewed residential loan applications to verify the information was complete and met established standards, including loan type, amount of mortgage, assets, liabilities, and income. • Worked efficiently to ensure loans are closed prior to rate lock expiration dates. • Ensured the accurate and timely packaging of Conventional, Non-conventional, and HARP loans. • Reviewed residential loan applications to verify the information was complete and met established standards, including loan type, amount of mortgage, assets, liabilities, and income. • Worked efficiently to ensure loans are closed prior to rate lock expiration dates.