Senior Customer Success Manager

• Mar 2023 - Present

Implementation Manager

• Mar 2021 - Present

Product Analysis Specialist

• Jul 2020 - Mar 2021

• Play key role in systems requirements, design and testing initiatives • Analyze and evaluate current business and system processes, interfaces and workflows and recommend changes and enhancements that improve operational efficiencies • Build and maintain strong business relationships and develop in-depth knowledge of business needs to effectively support those needs • Perform initial testing and review of system settings to provide recommendations for increased capabilities • Engage in ongoing process evaluation and improvement • Served as liaison between the product and the development team: translated business requirements into software requirement specifications and conducted gap analysis of business rules, systems and process flows • Worked under minimum supervision to understand business processes/requirements, analyze business problems, and translate them into specific system requirements to find technology/automation solutions that were cost effective and met business needs • Experienced in conducting analysis, designing, building, testing, configuring system settings and implementing business solutions using information technology • Utilizes strong analytical and conflict resolution skills to identify, track, report, and resolve critical issues in a timely manner; utilized strong problem solving and creative/critical thinking skills to understand business needs and translate them into technology solutions • Documenting, investigating and owning resolution of user acceptance testing issues Show less

Senior Consultant

• Jun 2015 - May 2020

• Play key role in systems requirements, design, testing, implementation and support initiatives • Analyze and evaluate current business and system processes, interfaces and workflows and recommend changes and enhancements that improve operational efficiencies • Build and maintain strong business relationships and develop in-depth knowledge of business needs to effectively support those needs • Perform initial testing and review of system settings to provide recommendations for increased capabilities • Engage in ongoing process evaluation and improvement • Served as liaison between the client and the development team: translated business requirements into software requirement specifications and conducted gap analysis of business rules, systems and process flows • Worked under minimum supervision to understand business processes/requirements, analyze business problems, and translate them into specific system requirements to find technology/automation solutions that were cost effective and met business needs • Experienced in conducting analysis, designing, building, testing, configuring system settings and implementing business solutions using information technology • Utilizes strong analytical and conflict resolution skills to identify, track, report, and resolve critical issues in a timely manner; utilized strong problem solving and creative/critical thinking skills to understand business needs and translate them into technology solutions • Documenting, investigating and owning resolution of user acceptance testing issues Show less

Business Analyst

• Aug 2013 - Feb 2015

• Play key role in systems requirements, design, testing, implementation and support initiatives• Analyze and evaluate current business and system processes, interfaces and workflows and recommend changes and enhancements that improve operational efficiencies• Build and maintain strong business unit relationships and develop in-depth knowledge of their business needs and systems to effectively support those needs• Perform initial testing and review of system settings to provide recommendations for increased capabilities• Engage in ongoing process evaluation and improvement• Gather business requirements for replacement systems and recommend appropriate solutions • Develop strong relationships with lines of business to become trusted, consistent partner including engaging in regular staff meetings run by the lines of business• Provide valuable expertise assisting Data Integration with reporting requirements• Served as liaison between the business community and the technical team: translated business requirements into software requirement specifications and conducted gap analysis of business rules, systems and process flows• Worked under minimum supervision to understand business processes/requirements, analyze business problems, and translate them into specific system requirements to find technology/automation solutions that were cost effective and met business needs• Experienced in conducting analysis, designing, building, testing, configuring system settings, and implementing business solutions using information technology in a large organization• Utilized strong analytical and conflict resolution skills to identify, track, report, and resolve critical issues in a timely manner; utilized strong problem solving and creative/critical thinking skills to understand business needs and translate them into technology solutions Show less

Commercial Loan Administrator, CRE/Business Loan Servicing Supervisor

• Nov 2011 - Aug 2013

• Responsible for booking all attorney-prepared CRE and C&I new/renewed/modified loans, with over $400MM added to portfolio during 2012• Ensured accurate file setup and QC of loans prior to imaging• Performed escrow setup for taxes, insurance, leasing reserves and capital improvement reserves, servicing 50+ accounts monthly• Processed loan funding draw requests and escrow reserve draw requests promptly and accurately• Quoted all loan payoffs, including mortgage, consumer and commercial• Provided training to new staff within the loan servicing area, ensuring all staff had clear understanding of goals and objectives• Updated daily, weekly and quarterly rates and prepared and reviewed month-end and quarter-end reports for management• Collaborated with other departments to gather necessary information and support to ensure on-time project completion Show less

Special Assets, Loan Assistant

• Sep 2008 - Oct 2011

• Assisted Special Asset Manager in all stages of the foreclosure process; responsible for daily involvement in property preservation, code compliance, and realtor and vendor engagement as well as monitoring the transition of foreclosed property to OREO (Other Real Estate Owned) • Analyzed and successfully managed a $50MM portfolio of over 50 commercial and residential distressed assets in Texas • Monitored the property’s life cycle from initial ownership to foreclosure and eventual liquidation • Achieved over $20MM successfully marketed and sold for fair market value during the prior 12 months • Meticulously tracked all payments, including but not limited to taxes, sewer, and water for all properties in the portfolio • Engaged realtors and assisted in executing accurate listing agreements • Prepared reports for management regarding costs and expenses associated within the OREO portfolio along with trends, costs and status of the OREO portfolio • Collaborated effectively with other departments to gather necessary information and support on-time project completion • Assisted Commercial Loan Officers in all stages of the loan process, including application and information gathering, document preparation and review, maintenance of financials and technical exceptions • Assisted with collection of delinquent loans, leveraging interpersonal skills to improve collection rate • Performed a variety of duties to retain and expand customer relationships and increase revenue Show less

Commercial Lending Assistant, Collateral Specialist

• Oct 2005 - Aug 2008

• Assisted Commercial Loan Officers in all stages of the loan process, including application and information gathering, document preparation and review, maintenance of financials and technical exceptions • Assisted with collection of delinquent loans, leveraging interpersonal skills to improve collection rate • Performed a variety of duties to retain and expand customer relationships and increase revenue • Performed an independent review of complicated loan documentation for completeness and accuracy after funding commercial loans; responsible for review of loans from $1.0 MM - $ 100.0 MM • Minimized credit and business risks through an awareness of procedure, accurate reporting, compliance with policy and exception processing management • Responsible for creating, updating and ensuring the safekeeping of all credit and collateral files • Assisted with the production of comprehensive monthly, quarterly and annual reports used for internal purposes, board meetings, and compliance/audit exams • Assisted in research and provided prompt solutions to processing errors • Responsible for new employee training, ensuring all staff adhered to policies and procedures Show less

Loan Assistant, Loan Operations

• Oct 2003 - Oct 2005

• Assisted Commercial Loan Officers in all stages of the loan process, including application and information gathering, document preparation and review, maintenance of financials and technical exceptions • Assisted with collection of delinquent loans, leveraging interpersonal skills to improve collection rate • Performed a variety of duties to retain and expand customer relationships and increase revenue • Performed an independent review of complicated loan documentation for completeness and accuracy after funding commercial loans; responsible for review of loans from $50K - $ 20.0 MM • Minimized credit and business risks through an awareness of procedure, accurate reporting, compliance with policy and exception processing management • Responsible for creating, updating and ensuring the safekeeping of all credit and collateral files • Assisted with the production of comprehensive monthly, quarterly and annual reports used for internal purposes, board meetings, and compliance/audit exams • Assisted in research and provided prompt solutions to processing errors • Responsible for new employee training, ensuring all staff adhered to policies and procedures Show less