Randy Hernandez Email and Phone Number

Has ownership in ensuring maximum success for advanced data & analytics driven products in effectiveness, value, and usability with an over-arching focus on market needs and overall end-user experience being priority.· Perform impact analysis to support requirementso Examples for use case verification and validationo Justification – cost benefit analysiso Verification of expected vs. actual results during testing and post implementation· Conducts investigative analysis on product performance to identify opportunities for improvement.· Works with matrix support teams to oversee that onboarding, delivery, inquiry response, and quality goals are achieved and maintained for achieving the highest levels of client experience.· Works closely UI/UX developers to ensure that user experience is relevant, effective, efficient, and enjoyable to our clients.· Data and performance analysis to support white papers and product marketing efforts.· Scorecard and KPI oversight (using Looker and other data tools)· Support product trend analysis as it relates to industry trends.· Engages with clients directly and in collaboration with Client Success teams to gain understanding on the “voice of the client” and advocate on their behalf to product development· Collects requirements from end-users and other subject matter experts.· Communicates and collaborates with Product Manager for product development requirements.· Collaborates with Product Team on prioritization and appropriate trade-offs regarding implementation issues based upon understanding constraints, dependencies, costs, resources and customer benefits.

▪ Interprets lender requirements to build interactive question flows to improve appraiser experience, speed and reporting accuracy.▪ Performs on in-house created software (Velox, TFS Azure Devops) to develop document creation rules and mobile iPad question flows.▪ Translates written requirements and rules into process flows using Visio.▪ Communicates and collaborates with appraisers to provide improvements and receive feedback.▪ Captures business requirements by understanding existing product functionality, relevant legislation, industry codes and working practices.▪ Translates user requirements into software design and core product configuration.▪ Identifies options for potential solutions and assesses them for both technical and business suitability.▪ Supports the configuration and implementation of the product (Smart Appraiser / Platinum Pro).▪ Assists and creates test cases and test scripts, then executes test cases for new functionality.▪ Performs analytic production operations tasks to ensure timely delivery of products, table updates and related reports to clients, internal and external.▪ Creates new documents as needed, keeps existing documents up-to-date and validates regularly.▪ Provides support for inquiries from external clients and internal users, gathers and shares information needed to facilitate complete and accurate responses in a timely fashion.▪ Identifies opportunities to improve established production processes, procedures and standards for efficiency and compliance with current best practices and guidelines.▪ Identifies and implements improved quality control standards and processes, as appropriate.▪ Analyzes product data sets and log files as needed to support production operations, inquiries, issue resolution and project work.▪ Assists with creating monthly billing reports for multiple projects.▪ Receives and identifies issues or processes. Researches, analyzes and tests alternatives and contributes to presentations.

Responsible for the overall management and direction of the Workforce teamAnalyzed work volume variances to forecast and provided direction to adjust scheduling and staffing levels accordingly.Managed and monitored Customer Center service levels in real-time to meet service goals.Provided advice to upper Management on the most efficient and cost-effective strategies to deliver on service level agreements.Proficient in Cisco Software (i.e. Webview), PeopleSoft and Microsoft Office applications (i.e. Excel, Word, PowerPoint, Access, PeopleSoft, Witness Blue-Pumpkin).