Experience

ServiceMac, LLC

• United States
• Financial Services
• 200 - 300 Employee

• Complaints Program Management Advisor (CMPA)

  • Mar 2022 - Present

  I support the deep-dive analysis of Complaint data to the story of the emerging trends and themes of Complaints, Notice of Errors (NOE), Request for Information (RFI), and Credit Disputes. Additionally, I maintain multiple workflows within the SaaS program, LogicGate.Part of my responsibilities is to present data to Senior and Executive leadership in a readable, actionable, and story-based presentation; the same level of data is presented to each Business Unit. Additionally, I support ad hoc data analysis requests for Customer Operations, Remediation, and Customer Experience to present the drivers of our organization. My position supports the data analytics for the Call Center metric trending and themes along with remediation efforts required with Customer Impact concerns/issues. This requires analysis to determine the cost impacts of complaints, calls, emails, Customer Impact, and other data to understand the expense to the organization. My role requires a strong collaboration with internal business partners – including the business unit to correct a potential error along with our legal, compliance, and risk partners. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Business Execution Consultant, AVP

  • Jan 2020 - Mar 2022

   Perform business aligned Quality Assurance (QA) assessments of third-party contract engagements through the Third-Party Risk Management (TPRM) lifecycle. This includes QA of TPRM requirements such as Inherent Risk Questionnaires, New Engagements, Disengagements, Engagement Recertifications, Risk Acceptance & Remediation, Performance Metrics via RSA Archer TRIMS. Business alignment will be as follows: PVSI & Consumer Banking, Wholesale & WIM, Enterprise Function and EIT. Provide root cause analysis review of internal quality errors, test controls, evaluate gaps, and targeted reviews with the use of Tableau reporting. Write reports and provide summaries of the outcome of the reviews.  Provide recommendations to the business of policy and procedural changes to eliminate gaps.  Communicate and educate to the QA team of job instructions interpretation updates. Show less

• Business Support Manager, AVP

  • Dec 2018 - Jan 2020

  ❖ Manage CLEO’s procedure and policy team made up of procedure/publishing writers and business support consultants. The team is responsible for reviewing procedures for change requests and performing annual certification to determine any gaps in the procedure, and downstream impacts to other procedures. ❖ Provide risk and quality audit testing of our procedure team’s work to ensure it is following all of Wells Fargo’s policies and brand standards. ❖ Review and provide recommendations concerning Management Routine Control Validation and Quality Testing with our Operational Risk partners to ensure no gaps in operations controls and in our own internal process.❖ Developed and implemented roles and responsibilities to the team to ensure consistent quality of their work, complied with the Wells Fargo Style Guide, and work is completed before certification and implementation due dates. Robust controls and reporting initiated. Show less

• Assistant Vice President Business Support Manager

  • Mar 2017 - Dec 2018

  ❖ Manage a team Operations Analysts who support our Complaint Analytics Team and Strategic Business Capabilities. They are responsible through complaint root cause analysis based on Case Disposition data, identify recurring themes that drive customer dissatisfaction or pose a high risk to Wells Fargo. ❖ We deliver through our Voice of the Customer Reviews (VOC) Presentations, Forensic Reviews, Reports, and Packet Samples to our senior executives on what is our customers saying about their Mortgage and Home Equity experience with Wells Fargo.❖ We partner and influence stakeholders within lines of business across the organization to drive process improvement, ensure team member development, and enhanced team member training to alleviate customer pain points, reduce risk, and reduce complaints. Partners we support include areas in Production, Performing, and Default. Show less

• Executive Resolution Manager

  • Jan 2012 - Mar 2018

  ❖ Manage a team of Executive Resolution Specialists who responded to complaints received from regulatory agencies, Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), Attorney Generals and other regulatory agencies. ❖ During my tenure, the team was always tasked with special projects due to its high performance and high quality, such as the Bankruptcy Remediation, Cash Management Procedure Redevelopment, CFPB Process and Procedure Revamp, Fraud Management Procedure Redevelopment, and Contaminated Drywall. These projects common theme was to improve the customer experience and provide restitution and remediation when warranted. ❖ Managed my team’s compliance risks and quality by case reviews and second level review. I specialized and was a subject matter expert (SME) in reviewing cases for CCRG with alleged compliance violations involving RESPA, Bankruptcy Code, Regulation X, Fair Credit Reporting Act, Fair Debt Collection Practices Act, and Responsible Servicing. Show less

• Customer Service Team Lead

  • Nov 2009 - Dec 2011

  ❖ Provided support to a team of Executive Resolution Specialists by pipeline management reviews, providing coaching and guidance, and managing the daily team compliance reports.

• Mortgage Loan Adjustor

  • Oct 2008 - Nov 2009

  ❖ Assisted with customers with reviews on loan modifications, liquidation, and other alternatives to foreclosure.



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Quality Assurance Analyst

  • Nov 2004 - Sep 2008

  ❖ Quality test control and review of our mortgage broker support group.❖ Provided an extensive case review of samples of completed application to ensure they met quality standards, followed policy and procedures, and risk assessment.

• Customer Service Team Lead

  • Oct 2002 - Nov 2004

  ❖ Provided support to a team of 10 frontline customer service representatives by managing escalations, providing coaching and guidance, and managing the daily team compliance and quality reports.



Sprint

• Non-profit Organizations

• Sales Representative

  • Dec 2000 - Oct 2002

  ❖ Provided customer services and sales for the setup of local phone services, internet services, and cellular phone services. ❖ Provided customer services and sales for the setup of local phone services, internet services, and cellular phone services.



EDS Technologies

• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Service Supervisor

  • Aug 1998 - Sep 2000

  ❖ Managed and supported a team of 20 front line customer service representatives who responded to phone calls and written correspondence.

• Quality Assurance Analyst

  • Aug 1997 - Aug 1998

  ❖ Quality testing for the call center team members on their phone calls. Provided and presented trending data, quality and risk reporting to operations.