Olivia Boles Email & Phone Number

Mclean, Virginia, Us

As AVP of Solution Architecture, I lead the design and implementation of Salesforce solutions that align with our organization’s strategic goals. I lead dynamic, cross-functional teams, fostering collaboration to deliver scalable and innovative solutions.My role involves developing robust Salesforce designs that incorporate emerging technologies like AI to enhance decision-making and customer engagement. I work closely with stakeholders across IT and business units to translate complex requirements into actionable technical designs, ensuring our solutions meet both technical and business needs.I’m committed to process optimization, overseeing documentation and knowledge sharing across the team. I also lead initiatives to integrate AI and advanced technologies into our Salesforce environment, driving innovation and improving efficiency.Regularly engaging with senior leadership, I provide updates on project progress, deliver insights, and ensure alignment with our strategic vision. My work is characterized by a focus on creating solutions that are resilient, adaptable, and capable of supporting long-term growth.

Mclean, Virginia, Us

• Drive a comprehensive vision for PenFed's Salesforce implementation across all lines of business. Shape, define, and continuously evolve the strategic vision of business operations, maintaining alignment with member needs, employee workflows, and operational goals.• Build, lead, grow, and mentor a highly collaborative, high-performing team of business analysts, project managers and data analysts.• Collaborate and align with Product Owners, Marketing, Development, IT and Operational leaders, as well as partners, members, and other stakeholders to prioritize and execute on a consistent roadmap and set of priorities.• Provide direction and governance on best practices and processes across teams to enable a consistent and scalable approach to process design, configuration vs custom solutions, and reusable workflows.• Design proofs-of-concept to demonstrate potential solutions for a variety of strategic initiatives, for the banking org as well as the internal employee org, opting for a streamlined, out-of-the-box approach where possible.

Mclean, Virginia, Us

• Implementing Salesforce as a digital platform, to replace legacy systems and offer streamlined functionality for a fast-growing internal userbase using a combination of Service/Financial Service cloud lightning features• Introducing new service channels with rapid, incremental deliveries, including Live Chat, Chatbot, Self-Service (Knowledge/Help Center), web-to-case, email-to-case, and social customer service• Driving progress with a hybrid approach to project management, allowing for a constant and consistent pipeline of balanced functionality geared toward a wide variety of stakeholders and product teams• Consulting on projects and initiatives across the organization and providing proofs-of-concept, requirements, recommendations and guidance on challenges/solutions/opportunities• Mediating requirements and prioritization amongst senior management, IT, development teams, business groups, and end users to steer designs from an out-of-the-box starting point, helping to identify when a custom solution is necessary over a standard configuration• Leading Salesforce workshops, tutorials and demos, curating content to ensure sessions deliver personalized value for the audience

Mclean, Virginia, Us

Accountable for multiple enterprise level, high-risk projects, working with stakeholders to establish deadlines and communicate progress, track responsibilities, and monitor, summarize, and present project milestones. Navigate landscapes by building strong working relationships with team members, vendors and end users alike.

Mclean, Virginia, Us

• Led an interdisciplinary team in the consulting, registration, processing, underwriting and closing of home mortgage loans, funding over $900 million per year. • Grew staffing totals from 40 to 90 nationwide team members over the course of two years, maintaining consistently low vacancies. • Aligned key performance indicators to coincide with organizational goals, and was able to produce year after year improvements from 2017 - 2019, including an increase in member satisfaction by 300%, a decrease in turn time by 50%, and an increase in employee engagement. • Managed through multiple loan origination system (LOS) transitions, as well as various interdepartmental mergers, ensuring engagement and morale remained high in a results-driven atmosphere. • Worked with compliance and legal to write procedures and guidelines, which met new business needs while ensuring adherence to all applicable federal, state and local laws and regulations.• I also took on a community giving initiative, wherein I worked with a team to donate $175,000 to over 25 local non-profit organizations, building relationships with members of the community and fostering team participation in local charities.

Mclean, Virginia, Us

• Performed quality assurance reviews for first and second trust mortgage loans by sampling loans in processing to verify that loan documents met PenFed, regulatory and investor (Fannie Mae Veterans Administration (VA) and Federal Housing Administration (FHA)) quality standards and requirements. • Designed QA testing questions and plans, as well as supported fulfillment operations in remediating loan deficits identified pre and post-closing.• Assisted with the development and implementation of QA testing strategy, such as focus areas for QA, testing methodology, test standards, and frequency of testing (e.g., random and targeted testing on an as-needed basis).• Collaborated with the team to design and develop a uniform educational curriculum for training to include various instructional methods, techniques, and multi-media. • Assisted with the development of in-line controls to decrease the incidence of non-compliance.• Developed QA reporting for use by business, risk, and management functions.• Created and administered training material for updated processes, products, and regulations, serving as the subject matter expert for a number of key changes (eg TRID).

Mclean, Virginia, Us

• Managed the loan application pipeline, measuring progress and evaluating performance consistently and effectively.• Conducted quality reviews, providing consistent and timely feedback and/or training. Coaching provided at individual and group level.• Interviewed, hired, on-boarded and trained new team members, including processors, closers, funders and registrars.• Took ownership of escalated files, as well as employee loans for executive management and board of directors.

Mclean, Virginia, Us

Mclean, Virginia, Us

Mclean, Virginia, Us