Support a cross functional team tasked with identification, analysis and execution of contract optimization opportunities.

Provide workflow and reporting support for the Mortgage Operations staff including daily report production, analysis, report design, compliance and regulations, adhoc reporting, SharePoint design and workflow tools. Partner with Senior management in the design and implementation of Scorecards, analysis and impact of process changes on workflow and capacity impacts. Responsible for data governance and directing a team of Senior Analysts. • Created workflow tool resulting in 30% increase in productivity for mortgage processing teams.• Created scoring model to prioritize which loans to work and in which ordered called ‘Workability” score resulting in 15% reduction in overall cycle times. • Automated daily production reporting resulting in 20% better SLA for availability. 10 am to 6 am. Created production trending and capacity planning models. • Created tracking tool for report requests and modifications that became the model for all of Citibank Retail Banking.• Hired, trained and promoted best in class staff as indicated by multiple President Club award winners. • Automated production staff and management scorecards bringing together more than 19 sources of data into one place on one SQL SRV. • Directed successful initiatives with internal audit, data governance, agency reviews, Government review teams, compliance teams and legal. • Created quality check tools for mortgage underwriting resulting in less tier 1 and tier 2 defects for our investors. • Supporting a base of over 500 production reports, processing 3,000 requests for new reports per year and a user base of over 3,500 staff and managers. • Known as a key player by; senior management, front line personal, outside vendors, internal audit, compliance and risk teams. Nearly all projects and initiatives touching the mortgage life cycle started or stopped with my team and I. • Integral part of testing and UAT for new LOS. Established first of its kind data library for new LOS with end to end testing.

Provide business units with the technical and analytical resources necessary to support business decisions pertaining to timeline improvement, volume forecasts/inventory management, staffing decisions, productivity, NCL charges-offs and other related activities. Direct managers and staff within all areas of Default, Risk, Finance and other external groups to identify potential process improvements, productivity increase opportunities and workflow improvements. • Created first of its kind capacity planning model to more accurately determine staffing in collections, default areas and offshore stating needs. • Converted base of default reports to 100% automated process from previous manual reporting.• Developed databases and reporting for Agent Resource tracking, Compliance assurance sign off and investor trial balance reports. • Analysis and recommendations to the default process making multiple improvements to Loss Mit and Foreclosure processes. • Responsible for all KPI’s for delinquencies to applicable agencies and interfaces to high level bank reports.

Responsible for entire inbound/outbound call center and collection operations in St Louis 1st Mortgage Collections. Responsible for meeting delinquency targets on portfolio of over 6.5 million loans. • Managed collection staff of over 100 agents, reduced handle times and increased outbound calls per hour by 25%.• Reduced inbound abandon rates to under 5% and outbound right party contacts to double digits. • Managed more than 100,000 inbound calls per month and more than 1 million outbound connects. • Received Presidents Club award for innovation and contributions to the company.