Responsibilities include but are not limited to:• Work with application owners, developers, and clients to understand business requirements and influence decision making.• Provide recommendations to improve software by studying current practices, conducting market research, recommending controls by identifying problems, writing improved solutions, design modifications to resolve issues and increase efficiency. • Write testscripts, conduct and manage UAT testing through a Change Management process.• As a Super Administrator, Develop/write business rules, milestone workflows, create personas, map custom documents and execute other daily administrative functions within Encompass360.• Act as Project Manager, Business Analyst and Contact Admin for implementation of custom Consumer Connect integration as well as other various software integrations within Encompass360.• Facilitate daily stand-ups and planning meetings with product owners and team members to review the functionality of the system, prioritize work and resolve impediments.• Professionally develop team members by providing training and writing out reference materials/user guides in support of all integrations within Encompass360.• Document and disseminate information regarding the Encompass360 system, including updates and new releases. • Manage application support team, ticketing system, and document known issues. Key Achievements: Successfully on-boarded and provided technical and operational support for three new lenders, while maintaining service levels for the existing lenders. Implemented innovative tools such as Change Management, Resource and Budgeting calculator which resulted in resource optimization.  Enhanced efficiency by creating user guides that associates within the department could utilize.

Responsibilities included but were not limited to:• Managed a team of diverse employees, spread globally, which included supervisors, legal correspondence writers, quality analyst, and business analyst. • Provided subject matter expertise in researching and resolving executive customer complaints.• Facilitated daily huddles to provide open communication and employee motivation.• Represented the business unit at all levels of leadership within the organization.• Administrative duties such as attendance tracking, coaching and feedback, monthly process reviews with executive leadership, leave control planning, billing, and payroll inputs.Key Achievements: Built out the Correspondence Department and successfully managed a diverse workforce to ensure that the process was well established and mature. Reduced staff turnover by 10% by implementing several well-received team and morale-building programs. Ensured service level agreements were met for 24 consecutive months by developing/implementing processes and controls. Enhanced efficiency by creating common templates/guides that associates within the department could utilize.

Responsibilities included but were not limited to:• Managing the off-shore operations team setup in multiple locations in India.• Managing key internal and external relationships with stakeholders and providing reporting on staffing statistics, process compliance and milestones• Serving as a Subject Matter Expert conduit between the US branches and the off-shore teams.• Identifying and resolving training opportunities for both the US and Indian branches.• Develop and manage implementation plan and perform administrative functions such as budget tracking, coaching and feedback and payroll approvals.Key Achievements: Managed a team of project managers to setup off-shore operations, resulting in reduced cost by 30% and increased efficiency by process automation. Trained the Indian representatives on the Loan Origination Process. Streamlined the Loan Origination Process for the branches located within the United States, as well as three sites located in India. Reduced turn-around-times by creating a questions and answers reference guide that associates within the department could refer to when they had an inquiry.

Responsibilities included but were not limited to: Prepared associate and training schedules; Supervised all aspects of shift operations to include cash handling, cleanliness, and organization; Set up and organized all employee incentive events/contests. Trained new associates and provided superior customer service in various front-of-house job roles.Key Achievements:- Reduced staff turnover by implementing several well-received team and morale-building activities.- Lead the restaurants Certified Designated Trainers to branch victories while at company events two years in a row.

Responsibilities included but were not limited to: Set up and organized all employee incentive events/contests; Supervised all aspects of shift operations to include cash handling, cleanliness/organization, and the ordering and receiving of supplies. Supervised 40 employees in my department.