Jennifer Masters Email & Phone Number

Spartanburg County, South Carolina, United States

United States

▪ Partnered with Product Managers, Customers, Engineering, UX, and Support to obtain a detailed understanding of customer requirements, identified business problems, opportunities outcomes, measurable key results, and developed proposed delivery schedule▪ Developed and implemented system changes to meet business demands and requirements▪ Collaborated with key stakeholders to understand business problem statements and convert them into user stories▪ Created Sprint Release Plans with input from development teams▪ Applied Agile methods and processes to promote a disciplined and transparent project management process▪ Owned and drove backlog grooming and management, prioritized user stories, created acceptance criteria and drove testing and delivery ▪ Identified strengths, weaknesses, opportunities, and threats to determine the best option for streamlining the credit decisioning and loan originations process▪ Created and maintained the solution vision, roadmap, and backlog of work through the project's life cycle▪ Created a detailed curriculum covering the workflows, processes and end user application, to be implemented by the Learning and Development team

Greenville, South Carolina Area

▪ Promoted to from Supervisor to Operations Manager in June 2019▪ Manage a team of 12 Dealer Funding Specialists▪ Monitor productivity and quality of work for the loan processing team▪ Created, developed, and implemented a performance metric including KPI to drive and measure productivity▪ Review escalations from internal and external customers to provide expert resolution▪ Identified strengths, weaknesses, opportunities, and threats to determine the best option for streamlining the inbound call volume to provide the best customer experience and fastest resolution for both internal and external customers▪ Partnered with key stake holders to develop and implement workflow improvement ensuring that work is distributed equitably across the loan processing teams