Provided product, technical and analytical support and development for numerous online products including AllRegs Online. I worked with stakeholders across the organization to devise, develop and implement new applications and enhancements to our suite of existing digital products.In this role, I was responsible for:• Writing and maintaining all user stories• Prioritizing of sprint and backlog items• Conducting all agile backlog grooming sessions• Creating or enhancing digital product UX and UI prior to engaging the UX team• Initiating stakeholder involvement in product design/development• Coordinating any development issues arising from grooming sessions• Developing (writing, performing, editing) training videos and documentation• Documenting client focus groups• Identifying and investigating product defects• Handling of escalated client issues• Supporting the Quality Assurance Team, including performing product testing• Providing guidance to the Software Engineering Team, as needed

Responsible for conducting technical training demonstrations and handling escalated client issues. Working closely with the Sales, Product Marketing, Content Processing and Education I ensured client satisfaction while increasing AllRegs position in the marketplace.In this role, I was responsible for:• Performing all user webinar training via Webex• Developing and creating training materials• Resolving escalated client requests and complaints• Onboarding and training all custom publishing clients• Handling client engagement requests• Updating weekly and daily marketing newsletters, as directed• Providing ad hoc reporting on website/application usage and user details

Developed self-paced online, ILT virtual and live classroom courses for the mortgage banking industry using instructional design methodology. Working directly with subject matter experts, I wrote and facilitated ILT webinars and conferences. I also coordinated the scheduling. enrollments and course content for educational events.In this role, I was responsible for:• Creating and designing new training courses using instruction design methodologies• Maintaining relationships with subject matter experts and coordinating their appearances• Facilitating most instructor-led online courses via Webex• Collecting online assets for the self-paced online courses• Writing the text and html code for self-paced online courses• Managing the content in the Moodle LMS system• Developing course evaluations and certifications• Facilitating live, on-site instructor-led courses

I provided live and online technical and account support to our mortgage banking clients. I also supplied the executive and sales teams with critical and accurate reporting on site usage and client data. I performed and maintained live user trainings, managed client contact information and worked with all aspects of the organization to improve our product placement in the marketplace and client relations.

Reviewed mortgage loan documentation, verifying all requirements have been met prior to and post closing. I maintained relationships with internal and external parties to facilitate fast resolution of all outstanding issues in a detailed and fast-paced environment.

Verified that mortgage loan documentation met all requirements prior to closing. I worked with all parties to obtain any outstanding items to assure there were no issues at the closing table. Following closing, I would fund the loans and organize the loan documentation for post-closing processing.

Hired, trained and supervised the second shift. Conducted employee interviews and reviews and maintained schedules. Conducted detailed survey interviews of executive-level users of client products, supporting the B2B department of the organization. I provided data to support reporting and presentations of survey findings. I also maintained and archived survey data and assets.