Sam Eley Email & Phone Number

Columbus, Ohio, United States

• Analyze business requirement documentation to write 5-10 news articles and promotional offers per week for call center and back office end-users
• Code and write credit card product pages
• Delegate weekly communication, promotional offer and other work to myself and other writers as delegation co-lead.
• Complete date change, cancellation and site maintenance requests received through Team SharePoint

Columbus, Ohio, United States

• Lead queue workflow management, comprising work from over 30 partner lines of business, assessing capacity needs, and leading daily stand-up meetings with 5-7 queue writers and two business leads to review book of.
• Analyze business requirement documentation to write 15-20 different new and revised procedures per week in HTML, from simple 5-page job aids to complex processes with more than 80 pages of content.
• Organize collaboration initiatives to identify unified best approach for writing complex new procedures.
• Facilitate meetings with partner line of business subject matter experts to review requirements, set expectations and educate them on writing process.
• Train and mentor colleagues in best practices to improve overall quality, efficiency, and productivity.
• Oversaw Quality Control process, managing performance of quality control audits on new and revised procedures.

• Managed the research and resolution of priority escalated servicing issues received from our vendor and partnered Lines of Business
• Wrote new function procedures to help ensure compliance with audit processes and investor requirements
• Designed and edited procedure process flows using Microsoft Visio
• Assisted with building and maintaining a SharePoint site to house Escrow Holdback data
• Utilized several internal Chase systems to research accounts and perform assigned functions
• Performed Root Cause Analysis of servicing escalations to assist in the development and refinement of servicing processes

Columbus, Ohio, United States

• Coordinated with customers and internal partners to resolve customer issues in prompt, professional manner
• Cultivated strong knowledge and understanding of Mortgage Banking procedures
• Maintained productive working relationships with various lines of business, ensuring open communication in relation to process changes and updates