Jose Ortiz Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Focused on establishing a data environment to drive operational analytics, and sustainable business processes which impact the measurement and improvement of the end-to-end customer experience. Partner with operations leaders to identify and support analytic needs through production reporting and identifying opportunities for process improvement and efficiency. Establish reporting and business intelligence standards, including migrating onto a standardized BI platform to create a BI & Analytics Center of Excellence. Directly lead a team of data engineers and analysts to drive a mindset of making data-driven decisions.• Spearheaded the creation of a standard data model, effectively unifying fragmented systems leading to improved data quality, metric consistency, and data accessibility to understand the customer journey• Collaborated with the sales and customer service operations leaders to execute pilots directly addressing first call resolution rates, leading a 2% decrease in repeat calls• Led effort to standardize data environment and metrics for contact centers across multiple operational companies within the enterprise, including migration from on-prem SQL Server to Google Cloud Platform

Los Angeles, California, United States

Established the go-forward strategy and standards for the Wealth & Investment portfolio focused on Credit Risk. Provide leadership and mentoring to an offshore team of developers focused on delivering reporting for regulatory submissions as well as risk monitoring. Maintain legacy reporting including customer support, metric and report logic changes, and ad-hoc reporting requests while continuing to transition to an updated standard. •Established strategy for migrating reporting platform from SSRS to Power Query based reports, with an emphasis on enhancing report utility including addition of executive summaries, identifying and highlighting KPIs for actionable items, introducing data visualization, and increasing functionality of self-serve reporting •Completed a full review of legacy reports and how they aligned to business needs resulting in a 25% report count reduction with an additional 30% reduction targeted for Q1/2022; the remaining inventory will be transitioned to the newly established standards•Assisted with establishing a new database architecture optimized to aggregate disparate data sources to facilitate a consolidated reporting view; this included implementation of proper IAM controls, ETL automation, and data validations

Simi Valley, Ca

Led a team focused on identifying business driven technology solutions within mortgage servicing. Migrated fragmented, business managed reports and applications to a centralized platform with proper process and access controls including solutions for reporting, analytics, maintenance, and distribution automation. Implemented and enforced IAM policies to ensure proper safeguards for data access and usage.• Led development of an automated engine to QC outgoing letters previously reviewed manually by an outside vendor to ensure customers were receiving correct information. The effort resulted in the QC process being brought in house for an annual savings of approximately $600k, and directly decreased letter related customer service calls by 7%• Performed a full audit and analysis of existing report inventory; identified redundancies and key gaps, and migrated data to a standardized data warehouse and BI platform resulting in a 50% reduction in overall report count, a 95% reduction of production time of remaining reports, and overall improvement in data quality and reported metrics• Successfully implemented processes critical to the government Second Lien Modification Program (2MP), including data mining, ETL processes, QC audits, vendor requirements and data exchange, and government mandated reporting, resulting in being first to market

Served as primary point of contact for all line of business application needs. Developed interim solutions to address issues while simultaneously working with IT to design and execute sustainable long-term solutions. Provided direction and requirements on reporting needs. Performed various other duties as needed.• Helped establish tracking process for reacquisition of assets resulting in ~$11 million of recovered cash• Eliminated legacy database systems (i.e., Red Brick, AS400) by migrating processes to GE’s company standard Oracle platform, resulting in reduction of three offshore FTE, and savings of associated maintenance costs.• Developed key reporting and staff management models for a call center that consistently missed established SLAs; within three months of implementation, SLAs were being met and exceeded in addition to a 70% increase in staff schedule adherence

Developed and maintained central data sources to be used for various facets of reporting ranging from transactional front-line agent performance data to aggregate portfolio and product executive summaries. Assisted with monthly and daily collection strategies. Provided ad-hoc reporting to track intra-day collection efforts. Compiled monthly business performance deck for high-level executive review.• Established and managed reporting on collection campaign strategies for a $1.1 trillion portfolio which drove collection efforts based on legal compliance, investor requirements, and business intelligence and risk models• Managed agent level reporting of over 2,000 front-line agents across six different sites, including ~400 off-shore contractors, measuring agent productivity, effects and results on outbound campaign strategies and inbound call flow• Initiated and executed large scale projects directly affecting reporting data sources and processes, resulting in a combined $1.3 million savings within the first three years of implementation

Master Of Business Administration (M.B.A.)

Bs, Management