- Provided level 2 support for the Skipjack production help desk tickets- Collected and documented business requirements tailoring software to meet clients’ needs- Used Visio to flow chart current day processes and offer suggestions to increase productivity- Translated business requirements into BRD and Functional Specs Documents- Provided client demos for all system changes - Coordinated and assisted in user acceptance and regression testing prior to release- Compiled weekly production defect analysis report to identify root cause for defects.- Created 400-page user guide to accompany purchased software with post release updates- Provided user training for the entire client staff- Provided subject matter expertise to manage business need vs development effort- Worked with the business to prioritize changes into release schedule.- Create and maintain security matrix for system access.- Assisted business unit building use case scenarios for testing.- Experienced in Waterfall Model and some training in Agile.

- Supervised 8-10 onsite coordinators and 1-4 off-site coordinators servicing over 15 clients- Managed employee weekly and vacation schedules - Monitored client calls and provided feedback on quality results.- Used team building exercises to build morale - UAT testing of system enhancements/changes - Designed system enhancements to increase productivity and enhance the user experience. - Reviewed current business processes and offer guidance on increasing efficiency- Served as the company’s primary training - Wrote and maintained the company’s training/desk references - General knowledge of title, appraisal products and the mortgage industry- Received several awards for outstanding service including Employee of the Year 2007

- Assisted customers/brokers with billing and policy questions in call center environment- Handled escalated supervisor calls- Trained and served as mentor for new representatives- Maintained desk reference guides with updates