Acts as a liaison between internal customers and technology partners to improve tools used in the Change Control process. Meets with users to gather business requirements. Maintains and prioritizes lists of enhancement requests and defects.Develops test plans and performs system testing. Coordinates User Acceptance Testing and Stress Testing.Designs reports of Change Control Center data used across Mortgage Servicing to monitor compliance, manage work pipeline and volume trending. Creates reports used to analyze potential enhancements to the Change Control process.Provides weekly internal communications regarding updates to Change Control processes, compliance standards, Change Control Center updates, best practices and organization changes.Develops materials and delivers training on the Servicing Change Control process, use of Change Control Center, Business Objects and related tools.Facilitates Change Control User Forums and Risk Manager Forums maintaining an open dialogue with internal customers.Provides advice and guidance to project leaders and risk managers on Change Control Program compliance.Assisted in the development of and execution of Ideation processes in Home Preservation as well as Servicing-Wide. Vetted ideas cross-functionally and performed impact analysis. Facilitated the prioritization and resource assignment of efforts.Proficiency in Microsoft Office applications: Excel, Access, PowerPoint, Word and Outlook.Working knowledge of TROUX, Clarity and iGraphx. Experienced in business process modeling and business architecture.Experienced in Agile Project Methodology and has authored Business Process Models, Project Definition Documents, Business Requirements Definitions, Use Cases and Implementation Plans.

Edinburgh, Scotland

• Obtained NASD Series 7, 6 and 63 licenses• Achieved consistent 99.8 percent accuracy on transactions• Closed 98 percent of service cases within time standards• Educated advisors and clients on 403(b) regulations and AEFA policies • Provided customer service and processed transactions on 403(b) annuities and mutual funds• Performed team’s quality checking