Technical IT Business Analyst and CSPO working with internal applications and company websites using Agile Scrum methods. Work with the business to identify the need, work with the development team to design the solution, and help throughout the features develop and testing processes.

Manage a group of 7 IT Business Systems Analysts who work with all areas of the loan servicing business in supporting technology system changes and new requests. Work with Data Management, Business Intelligence, and Applications Development teams. Complete analysis and produce requirement documentation depicting business needs for IT development.

Completed Six Sigma Green Belt.Supported the Loss Mitigation department by managing changes received from external investors including Fannie Mae, Freddie Mac and other investors. Change processes include reporting status to senior management and work with mangers to improve processes. Document changes through writing procedures along with guidelines/product profiles. Update letters and documentation for external communications to customers, and communicate changes to staff. In addition, work with IT on enhancements for company proprietary desktop software by writing business requirements, participate in testing, and implementation.Aid in implementing investor chages recevied from Fannie Mae, Freddie Mac, MHA and others. Gather requirements for investor audits. Work with managers and supervisors to review for process gaps.Implemented and managed a centralized communications tool for the department by setting up multiple SharePoint sites used for posting department announcements, storing worksheets and job aids.

Support the Loss Mitigation department by developing documentation for the majority of jobs including company initiatives, manage department communications, and facilitate the department change control process. Developed procedures and workflows for 24 job functions within the first year. Ongoing complete quarterly updates of procedures with mangers/supervisors while reviewing for process gaps.Implemented and manage a centralized communications tool for the department by setting up multiple SharePoint sites used for posting department announcements, storing worksheets and job aids.Researched SharePoint capabilities and discovered the workflow tool to request, obtain, and store employee acknowledgements for compliance announcements that are received via corporate communications. Consistently ensure that approximately 230 employees complete the acknowledgement within the approved timeframe. Successfully work with project teams including HAMP and HAFA to develop process procedures, guidelines and workflows along with updating changes that are rolled out on a weekly basis.Conduct weekly change control meeting with members from multiple teams outside of Loss Mitigation and ensure follow-ups are met timely, rollout of changes are communicated, and changes documented.

Worked on testing application changes after IT QA hand off and before rolling changes out to business users.

Participated on project teams developing and designing training materials in preparation for training strategic initiates and annual compliance. Worked with subject matter experts and managers to determine training needs and identify gaps in their processes. Updated weekly status for projects.Researched and developed, 11 complete instructor lead compliance courses, within 3 months for all business channels including Wholesale, Correspondent, and Retail.Developed computer based training courses with graphic software.Developed multiple reports to track individually required company training to help all operations managers with performance reviews.

Developed, facilitated, trained, managed, and scheduled training courses for Loan Processors and Loan Counselors in a call center environment. Worked on special projects as a tester including; the implementation of two Loan Origination Systems (Empower and Loansoft), call center phone system (Cisco), and a time management system (iPath).Scheduled and launched 25 six-week successful Mortgage Banking 1 courses that I developed while simultaneously training bi-weekly new hire courses for Loan Processors and Loan Counselors.

Supported team members by serving as subject matter expert on daily process and general operational issues. Providing backup support for the Closer and Underwriter, processed loans in a call center environment, and succeeded in servicing a backlog of up to approximately 170 customers simultaneously. Improved team customer service ratings 10% by implementing team oriented activities and motivating others.