Ashley Kirby Email and Phone Number

As an IT Business Services Support manager, my role is to oversee a talented team of IT professionals, including the Quality Assurance (QA) team, User Acceptance Testing (UAT) team, Business Analysts, and Application Support team. I am responsible for managing various aspects of IT operations, including project management, regression testing, task testing, client onboarding, release management, vendor management, document management, and implementation.⭐️ Achievements:✨These achievements demonstrate my ability to effectively lead IT operations, drive process improvements, and deliver successful outcomes in a dynamic and challenging environment.✅ Streamlined project management processes, resulting in a 20% reduction in project turnaround time by implementing efficient project management strategies, we were able to deliver projects more effectively, meeting business requirements and ensuring client satisfaction.✅ Enhanced system functionality and performance by leading successful onboarding and implementation projects. Through effective collaboration with clients and internal partners, I developed comprehensive test plans and identified deliverables/testing needs based on business requirements. As a result, we achieved an improvement in system usability and a decrease in post-implementation issues, ensuring seamless operations and user satisfaction.✅ Optimized vendor relationships and contract management processes, resulting in a reduction in setup and maintenance time and a decrease in invoicing errors. By proactively managing vendor relationships and contracts, we were able to minimize downtime and enhance operational efficiency, ultimately saving costs and improving overall vendor satisfaction.

In my previous role as an UAT Business Analyst, I oversaw various aspects of system testing, client implementation, and system administration to ensure optimal functionality and performance. I collaborated closely with clients and internal stakeholders to develop comprehensive test plans aligned with business requirements, facilitating successful client onboarding and implementation. Serving as a subject-matter expert, I provided guidance on system processes and functionality, while also managing release testing and troubleshooting to maintain system integrity. Additionally, I was responsible for training clients and internal teams on system workflows and updates, contributing to enhanced operational efficiency and user proficiency.⭐️ Achievements:✅ Streamlined testing processes resulting in a reduction in testing cycle time and an increase in defect identification efficiency, enhancing overall system reliability and reducing time-to-market.✅ Successfully led the implementation of a new fulfillment operating system, resulting in an improvement in system uptime and a decrease in user-reported issues, ensuring seamless system operation and user satisfaction.✅ Developed and delivered comprehensive training programs resulting in an increase in user proficiency and a decrease in support tickets related to system functionality, empowering users and reducing support overhead.

As a Fulfillment Subject Matter Expert (SME) Analyst, I was entrusted with ensuring seamless operations and optimal performance within the fulfillment processes. My role encompassed a wide range of tasks, including determining testing needs, creating and executing test cases, managing defects, and facilitating client launches and product introductions. I played a pivotal role in identifying training gaps and developing comprehensive training materials to enhance process understanding and job-related functions. Additionally, I collaborated closely with various departments, including Change in Circumstance, Setup, Processing, Post Closing, and Quality Control, providing support and contributing to process efficiency and compliance.⭐️ Achievements:✅ Implemented a structured defect management system resulting in a reduction in defect resolution time and an increase in defect identification accuracy, enhancing overall process efficiency and customer satisfaction.✅ Developed and delivered tailored training programs addressing specific process gaps, leading to an improvement in employee proficiency and a decrease in error rates, ensuring smoother operations and reduced processing delays.✅ Acted as a key liaison between internal teams and stakeholders, resulting in a improvement in communication effectiveness and a decrease in turnaround time for UAT testing outcomes, facilitating faster decision-making and implementation processes.

In my prior role as a Senior Loan Coordinator, I ensured accuracy, timeliness, and compliance throughout the loan approval process. Collaborating with internal partners and clients, I meticulously organized documentation, managed communication channels, and oversaw a dynamic loan application pipeline. Through audits and collaboration with Loan Officers, I optimized transaction pricing and facilitated smoother processes. Additionally, I contributed to system enhancements by conducting User Acceptance Testing and supporting onboarding initiatives.⭐️ Achievements:✅ Enhanced loan processing efficiency with streamlined communication protocols, resulting in a reduction in turnaround time for loan approvals and a decrease in miscommunication instances, boosting client satisfaction.✅ Managed a high-volume pipeline, meeting or exceeding SLA timelines, achieving an increase in on-time closures, and reducing average processing time, enhancing operational performance and customer experience.✅ Played a pivotal role in system optimization through thorough User Acceptance Testing, yielding an improvement in system usability and a decrease in post-implementation issues, ensuring seamless operations and user satisfaction.

As a Setup Specialist, my role involved collaborating with clients and third-party providers to gather essential documentation required for processing complete loan packages, from initial application intake to conditional approval. I meticulously reviewed Automated Underwriting System (AUS) results and identified conditional needs, ensuring client readiness for initial underwriting. Moreover, I was responsible for compiling and submitting thorough, accurate, and complete loan packages to the Underwriting department, with the ultimate goal of achieving clear-to-close status.⭐️ Achievements:✅ Enhanced efficiency in loan processing by implementing streamlined documentation gathering procedures, resulting in a reduction in processing time and an increase in application accuracy, thereby improving overall loan processing efficiency and client satisfaction.✅ Successfully managed a high-volume workload, consistently meeting or exceeding targets for on-time submissions, resulting in an increase in clear-to-close approvals and a decrease in processing delays, optimizing operational performance and enhancing customer experience.✅ Played a pivotal role in improving underwriting outcomes by conducting thorough reviews of loan packages, leading to a reduction in underwriting rejections and an increase in first-pass approval rates, demonstrating a commitment to quality and accuracy in loan submissions.

As a Loan Processor, my role revolved around collaborating with internal partners, clients, and third-party providers to procure all necessary documentation essential for assembling a comprehensive and accurate loan package, ensuring a smooth submission process to Underwriting with the ultimate goal of achieving clearance for closure. I proactively managed loan files, meticulously monitored timelines for approval, appraisals, and purchase deadlines to guarantee prompt and efficient adherence to schedules. Recognizing and addressing challenges early on, I provided exceptional customer service, resolving issues promptly to uphold client satisfaction. Additionally, I conducted detailed reviews of complex residential loan applications to verify compliance with company standards and assisted in VA audits to maintain regulatory compliance.⭐️ Achievements:✅ Implemented proactive file management strategies resulting in a reduction in processing time and a decrease in application errors, enhancing operational efficiency and accuracy.✅ Maintained a stellar track record of meeting or exceeding deadlines, achieving an increase in on-time approvals and a decrease in processing delays, contributing to enhanced customer satisfaction and operational effectiveness.✅ Played a key role in ensuring compliance with VA audit standards, leading to an improvement in audit performance metrics and recognition for adherence to regulatory requirements, showcasing dedication to maintaining high-quality standards and regulatory compliance.

In my previous role as a Licensed Personal Banker, I facilitated a range of banking transactions while prioritizing customer satisfaction and financial well-being. Operating within various financial software and Microsoft Office applications, I ensured efficient and accurate processing of transactions, while also managing cash drawers, vaults, and ATMs daily. Additionally, I played a crucial role in identifying and addressing customer needs, recommending appropriate product solutions, and cross-selling banking services to enhance their financial portfolio.Achievements:Enhanced customer engagement and satisfaction by providing tailored financial solutions, resulting in an increase in customer retention and growth in cross-selling revenue.Implemented effective coaching strategies to improve staff sales performance, leading to a increase in product adoption and revenue generation.Analyzed customer relationships and financial needs to recommend suitable products/services, resulting in a increase in overall product penetration and a boost in customer loyalty.