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 work, assess workflow, discuss, and prioritize issues and coordinate approach.• 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.• Directed myRCR Access process, overseeing administration of access requests received through RSAM.• Developed reporting and analytics to broaden and deepen team understanding of business processes and workflow.

• 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