• Created Process Definition Documents documenting complex processes to guide automation development.• Created detailed Process Mapping documents for complex processes• Created detailed exception scenarios with business / data exceptions for the automation development• Supported technical teams during robotic process automation development.• Led the planning, prioritization, and implementation of automation testing.• Created RPA test plans and managed timely resolution of defects during UAT and HyperCare• Process Mining• Streamlined internal documentation to make our internal team more efficient.

Robotic Automation (RPA) team will work on project- based assignments in small and large teams to deliver automated processes. The services include assessing process needs for RPA, delivering innovative automations, automation analysis, solution design, and automation development and deployment.Provide mentorship to contract labor and functional group development resources.Work closely with various business functional leaders and Six Sigma resources to develop solution designs to automate various business processes.Based on solution designs, break down development effort into numerous sprints to complete developments. Complete development/testing leveraging established best practices and standards, including periodic validations with process owners, and an end to end business validation upon completion of development effort.Work closely with production support team to deploy into production, complete required documentation including lessons learned and execute knowledge transfer.

Robotic Automation (RPA) team will work on project- based assignments in small and large teams to deliver automated processes. The services include assessing process needs for RPA, delivering innovative automations, automation analysis, solution design, and automation development and deployment.Provide mentorship to contract labor and functional group development resources.Work closely with various business functional leaders and Six Sigma resources to develop solution designs to automate various business processes.Based on solution designs, break down development effort into numerous sprints to complete developments. Complete development/testing leveraging established best practices and standards, including periodic validations with process owners, and an end to end business validation upon completion of development effort.Work closely with production support team to deploy into production, complete required documentation including lessons learned and execute knowledge transfer.

A Vice President of Business Process evaluates, designs, executes, measures, monitors and controls business processes. This role works to ensure that business process outcomes are in harmony with an organization’s strategic goals. They work collaboratively across all departments of the organization to help improve the management of a business process. They also focus on the entire process from beginning to end, introducing innovation into the process that can impact results, enhance profitability and assist the organization to meet its business objectives and goals. This role will manage multiple projects using PMP methodologies to ensure timeline are always met.

Forecasts call volumes, shrinkage, written correspondence, claims and other inventories as needed using forecasting modules and other forecasting tools while applying applicable forecasting techniques such as time series analysis, event-driven modeling, quantitative analysis and regression analysis.Works closely with financial management team to perform long and short-term capacity planning which is used to determine staffing requirements.Develops and maintains resource utilization models and attrition analyses to ensure staffing targets and utilization goals are being met.Facilitates meetings with business partners to ensure all information is considered when forecasting.Presentation skills-ability to present data/information to all levels of leadershipPerform other duties as assigned.Requirements:Experience working in applied statistics, data analysis or demand management in a contact center environment.Experience in forecasting and capacity/demand planning in a contact/service center.Knowledge of quantitative and qualitative analysis techniques used to produce staffing models.Knowledge of demand planning and statistical.Ability to use report writing tools and presentation software.Ability to manage multiple projects at a timeVery proficient with Excel, Access and PowerPoint.

• Develop an in-depth knowledge of business area in order to assess and manage the effect of requested business changes• Liaise with business leaders and frontline coordinators to understand, document, and prioritize business requirements across impacted business areas• Innovate and complete the development of accurate business models involving process, data, and organizational changes• Perform project initiation documents defining high-level scope and development of business requirement documentation that describes the project’s objectives, listings of requirements for each business area, and prioritizing into mandatory, desirable and optional categories• Make informed decisions about the delivery of each project• Create business cases defining the costs and benefits associated with requested changes and user acceptance test plans• Deliver weekly reports for the project manager demonstrating progress against outstanding milestones, status, resource requirements, risks and dependencies

• Serve as the human voice and personality behind the Citi brand providing quality customer service with each and every client interaction• Effectively break down information and identify opportunities to gain client agreement and trust• Take ownership of every client experience• Utilize good judgment and understanding of company policy to effectively make decisions to resolve client issues• Achieve monthly individual and team based targeted performance goals • Commit to treating clients and teammates with the utmost integrity and respect• Challenge yourself and raise the bar for excellence in customer service

Maintenance of Tax Lot Accounting methodologies and serve as a liaison between internal units/departments (PBIG, MLSN) in the immediate resolution of all problems related to Cost basis and Capital Change Transactions. The ability to interpret, process and explain the Taxability information as provided to us from Wolters Kluwer CCH, internal Tax counsel and Issuer statements. Daily functions include but not limited to processing of all Exception Reports. Additional responsibilities include projects aimed at improving the statement and/or underlying systems to support tax lot accounting. Having the ability to understand the Cost Basis Regulations and accurately apply your knowledge to update and maintain current tax lots and for unrealized and realized gains/losses. Need to provide Tax Season Support.

Owned and Attorney Supervised by Chris Ochoa Processing for multiple law firms specializing in Loss MitigationImplemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and accessStreamlined and enhanced the corporate accounting and operations system. Consistently met deadlines and requirements for all production work ordersManaged creative projects from concept to completion while managing outside vendors. Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliationsProvided timely actuals, forecast and budget data for IT and corporate managementReviewed collection reports to determine the status of collections and the amounts of outstanding balancesManaged day-to-day development issues Created reporting from our data warehouse to be analyzed for other opportunities with current clientsDirected business processes from UAT testing and conceptualization through end-user delivery, Streamlined workflow, Oversaw process improvement initiativesDirected and coordinated law office activity, Developed and rolled out new policiesCompany was re-branded to no longer process for other law firms but instead do contract mortgage loan processing for brokers throughout the state of FloridaManage multiple projects start to finishDevelop and cultivate relationships with brokers currently utilizing contract processingDevelop, educate, an cultivate relationships with brokers that are not using contract processing Weekly calls with brokers to obtain feedback on our services

Create new business opportunities and further penetrate existing accounts:Identify customer needs to which the Company's services, capabilities and industry knowledge provide a better solutionDevelop strategies and implement actions that will convert customer’s to the Company's value propositionIdentify gaps within the Company's offering that need to be filled to expand the business, and communicate gaps to the executive and/or business teamsBuild on existing strategy and implement tactics to expand market presence and market shareIdentify new potential markets and customers, and work with Research and Development, Lead and drive client business development / relationship managementIdentify and build strong relationships with influencers/decision makers within client organizationLeverage knowledge of industry to develop and implement strategies to generate business opportunities; guide sales strategies and expand client baseStrategically partner internally on new business development to close on opportunities by illustrating differentiation versus the competitionEstablish sales goals and monitor the achievement of those goals, taking necessary action as needed to ensure revenue, volume and margin targets are achievedLead negotiation of customer and partner deals, working collaboratively and cross functionallyCreate strong team spirit and morale with staff and executive managementExperience with multi-party contract negotiationDemonstrated ability to target and penetrate key prospects and influence decision-makersTrack record of consistently meeting revenue goalsStrong sales, negotiating, financial and analytical skills Experience growing a team involving the staffing, mentoring, and development of its personnel

Coordinated with systems partners to finalize designs and confirm requirementsDeveloped comparison tables of products and services by researching product pricing, ratings and performanceLed cross-functional teams using project management methodologies to create impactful messaging, demand-generation programs and sales toolsNegotiated prices, terms of sales and service agreementsMaximized revenues in several programs by implementing creative sales training techniquesAnalyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations

Documented and implemented business processes for loss mitigation, loan modification, collections, sales, accounting. Worked with the software company to create our data warehouse comprised of several different departments with simultaneous functionality with no down time. Designed Front End software to expedite the process of completing a loan modification through the use of automation and integration's with other vendors to ensure we could complete all tasks within one system without needing to leave their work station. Completed on going UAT testing for each new business requirement I requested created within the software. Prepopulated document templates for emails, faxes, and or mailed hard copies for over 100 internal employees and a network of over 200 attorneys. Pre-populated notes to speed up the process of documenting each file and to ensure proper notes were being taking at all times. Tasked based system that allowed multiple users in different departments complete task on a single file without interference from one another. Designated specific reporting needs for each department including a comprehensive report from client acquisition through closed file for stakeholders. Implemented security measures to ensure access was confined to each department unless Attorney Access or Admin access for updates, trainings, and or user testing. Built in provisions to alert us when certain lender specific documents were about to expire. Built in document checklist to ensure all required lender specific documents were stored within the clients file. Identified process inefficiencies through gap analysis. Mapped process activities to desired outcomes to rectify operational inefficiencies. Recommended operational improvements based on tracking and analysis. Conducted interviews with key business users to collect information on business processes and user requirements.

Job shadowing each department to create a detailed analysis of Efficiency Improvement. Reported my analysis of each department to the Business Manager so that stakeholders/investors could make key decisions based on my analysis. Upon completion of the efficiency analysis my recommendations were implemented and I wrote all new Standard Operating Procedures for each position in each department of the law firm.

Business Analysis I EDI/ToolsSystem knowledge of Access, Blues Enroll, Oracle, View & Pay Invoice, Siebel, RBMS, EVT, Excel, Word, Trouble shoot issues aside multiple departments and providing solutionsBenefit implementation for initial and renewal migrationEnrollment enhancements via category setups in Blues EnrollKnowledge of GMAX and IMAX triggers, use of 834 file, Full File AuditDaily, weekly, and monthly, reporting to management, directors, and other companies.Service Advocate IV Enrollment Membership & BillingSystem knowledge of Blues Enroll, Oracle, Legacy, Siebel, EVT, 834 exceptions Enrollments of Large, Small, Paper, AE, AE Spreadsheet groupsTrouble shoot billing or enrollment issues in Blues Enroll, RBMS, and View & Pay InvoiceManaged books of business greater than 3,000 membersWorked exceptions from Full File AuditsAssisted team with extra workWeekly reporting to managers