Francis Bacon Email & Phone Number

Currently specializing in SallieMae’s Interactive Voice Response (IVR) systems.Responsible for ensuring current IVR is functioning per requirements and providing critical service functionality to best meet SLM's customer’s needs, utilizing Quality Center to execute test cases and track defects through resolution.Participating in an IVR Modernization project, which entails working with a 3rd Party Company to create, install and implement a successful IVR with Speech Recognition functionality. Leading project UAT efforts, working closely with project team, through thorough documentation of the UAT Strategy and Approach , detailed Test Execution plans.Created a spreadsheet for Identifying IVR functionality / features to be tested, tracking test scenarios, test data requirements and calculating testing resources requirements.Created an Issue/ Decision log and conduct weekly UAT status meetings, coordinating discussions/ resolutions efforts / decisions regarding all aspects of testing needs, such as business requirements, test environment requirements and resource requirements.

Managed relationships between Real Estate Appraisers, Mortgage Lenders and Brokers and their clients.Led a team of Appraisal Coordinators who worked one on one with appraisers to ensure inspections were scheduled and conducted timely in accordance with client's specifications, exceeding Client SLA every month.Also led a team of Quality Control reviewers , ensuring completed appraisals met USPAP guidelines as well as client specific requirements.Created Visual Basic macros, automating manual extensive reporting, which saved Supervisors approximately 45 minutes each day.Briefly served as a Technical Systems Specialist on process improvement projects. Worked closely with Senior Management, creating process flow maps, requirement gathering / documentation and conducting UAT.Successfully Completed a15 hr USPAP certification class and exam.

Us

Served as a liaison between Operations and IT throughout the project life cycle, engaging project team to successfully implement numerous large and small-scale projects meeting strict timelines and budget restraintsLed the discovery and planning analysis phases to ensure business strategies, goals, practices and processes were incorporated into technology initiatives Led the requirement analysis phase and facilitated business modeling sessions, to identify and document gaps between current and future environments, work flow diagrams, detailed functional, non-functional, informational requirements, use cases and traceability matrices

New York, Ny, Us

Created detailed test plans and executed test scripts to validate functionality and adherence to business requirements and system specifications, while meeting strict deadlinesConducted reviews of completed test plans, test scripts, and results to the project team and production management across eight Collection sites, ensuring consistent and detailed understanding of the testing strategy and progressUtilized Mercury TestDirector to organize scheduling and conducting tests, analyzing results, and managing defects and issuesFacilitated daily defect update meetings during BankOne/JPMorgan Chase conversion, resulting in quick and timely defect resolution

New York, Ny, Us

Promoted to Unit Manager in 2001.Managed all aspects of Collections Operations (including co- managing up to approximately 120 employees and an average of $5MM daily collection volume) in early and last stage collections, including analyzing performance and key production measures, hiring, training, mentoring, motivating and development of staffImproved loan loss rates by 6.8% within an eight month period, leading the unit from last to first place among five sites for eight of eleven monthsReduced unit expenses by 2.5% within five months, while improving overall performanceImplemented a National Strategy in three collection units (60, 90 and 150 day delinquency units)Developed and implemented management training guides for supervisors and team leads

New York, Ny, Us

Supervised collections units ranging from two to five months delinquentGuided the performance and career development of 15-20 collectors/unitSuccessfully exceeded business goals on a monthly/yearly basis in all assigned collection units, through focused management, development and motivation of staffOversaw and participated in numerous internal process and procedures improvement projects, resulting in increased production and enhanced employee satisfactionManaged dialer tools such as Mosaix Auto-Dialer, Witness and Centre Vu essential for monitoring staff, providing key development feedback

New York, Ny, Us