My role at alterDomus began as a Senior Associate I for the Business Loan Servicing (BLS) Department, functioning as the primary departmental Business Analyst. The goal set before me was to document existing processes, look for improvements and opportunities for increased efficiencies, and work to provide as much automation as possible towards meeting the reporting needs of both existing and new clients. During my time as a Business Analyst for the BLS department I have been able to work together with the team members to automate almost all reporting processes utilizing a mixture of ETL processes, Python and MS Office VBA scripting as well as automated SFTP delivery of reports to clients. During my time at alterDomus my work has also led to the implementation of the Strategic Analytics and Specialty Servicing (SASS) Department. Between myself and 2 additional team members that I’ve helped bring onboard we have begun expanding on the work I did in BLS and have begun providing the same level of analytics, automation and client need-based reporting solutions for other internal departments across North America, Europe and Australia. I have also worked to build a knowledge base for our SASS team, documenting nightly ETL and automation processes, and implementing standardizations in our automation and reporting to make it easier going forward for upgrades and changes to existing processes, as well as being able to easily replicate reporting processes that are already being used for existing clients to meet the needs of any new clients that may come along. We’ve effectively built a stable of automated reporting tools and processes that can easily be duplicated and slightly modified to meet any new incoming client needs. Aside from these tasks, I continue to be responsible for resolving any day-to-day reporting issues that may come up as well as managing and improving daily ETL migrations that feed into multiple client-facing websites.

I am responsible for the development of multiple tools utilizing a VBA-coded MS Access front-end and an SQL back-end to improve accuracy and productivity in Bill of Materials management, Seed Processing Plant Efficiency, and Field Agronomist Data Collection. I have also been responsible for managing the web-based application that is utilized by DOW AgroSciences world-wide for crop planning, management of growth activities, grower contract management and payments including data analysis on the Oracle back-end servers.

I was responsible for SQL server deployment, administration, maintenance, backups and consolidation for 40 MS SQL servers. Also worked together with a team of 6 other Systems Support personnel to deploy and manage new 2008 R2 and 2012 servers in a VMware ESXi virtual environment, manage file system and SQL backups through Simpana Commvault, manage 500+ users in a Citrix XenApp 6.5 environment, manage Active Directory as well as RSA Token management and deployment. Worked with vendors to troubleshoot and resolve application errors.

In my role as Dialer Strategy Analyst I focused on developing dialing strategies for outbound collection call campaigns to optimize Right Party Contact rates for the purpose of meeting monthly delinquency rate goals, while insuring we meet both governmental and non-governmental investor requirements for frequency of contact without violating FDCPA guidelines. I also performed extensive work managing data standardization across multiple platforms and formats to ensure consistency and accuracy. I was also responsible for the development of a Dial Campaign Generator tool in MS Access to analyze the mortgage portfolio and create outbound call lists based on customer risk, delinquency levels, investor requirements and FDCPA guidelines. This DCG also integrated auto-archival functionality to publish data to a SharePoint site, as well as a programmatic email-generating error handling and notification system. Finally I was also responsible for the development and management of a VBA-coded MS Acccess tool with an SQL back-end that functioned as the company's Employee Management Hub, that allowed supervisors and managers across multiple call center sites to maintain overall performance data on over 800 floor employees, including an automated attendance and disciplinary tracking system based on corporate attendance guidelines as well as the ability to internally maintain a record of key employee indicators, in addition to historical notes on employee interactions.

My role as Planner at LGEAI included development of all performance metrics reporting and management tools, maintenance and development of Customer Service IVR system including the design of multilingual IVR pathways, verbiage development and overall IVR management, as well as administration of Aspect eWorkforce Management Suite including inbound call forecasting scenario development, employee scheduling and access management for 325+ employees across multiple call center sites. During my time at LGEAI I was responsible for development and implementation of several MS Access tools that utilized VBA-coded unserforms on the front-end and MS SQL servers on the back-end. Such tools functioned as Employee Database and Management hubs, Customer Management Systems and QA Reporting and Management systems.