Lisa W. Email & Phone Number

San Francisco Bay Area

• Managed daily consumer loan operations at San Francisco Federal Credit Union, ensuring compliance with state and federal regulations.• Developed and implemented lending policies and products, analyzing economic conditions to optimize portfolio performance.• Provided leadership, guidance, and coaching to the team to align consumer lending activities with the best interests of credit union members.

San Francisco Bay Area

Remote

Provided high quality analytical system solutions for stakeholdersWorked directly with external customers in implementing new technology and resolving customer service issuesActed as liaison between developers and project stakeholders; fostering quality communication between engineering disciplinesConducted process improvement analyses and made recommendations for improvementIdentified malfunctions with systems and programs to pinpoint root cause of issues and restoreContributed to successful field deployment of business systems improvementsImplemented automated underwriting rules-based decision engine for loan origination systemImplemented AI score risk-based underwriting automation withing loan originations system (direct & indirect lending for credit cards, vehicle loans and personal loans)Implemented credit card preapproval campaignsTransitioned loan originations underwriting criteria from FICO to Vantage 4.0 based scoringImplemented loan origination system API integration for credit card bookingCollected, defined and analyzed business requirementsIdentified needed business improvements and determined appropriate systems required to implement solutionsHelped deploy system enhancements to improve field operationsAssessed business requirements to create focused solutionsEnhanced interfaces to promote better functionality for users

United States

Acted as liaison between key business area and systems teams, and communicates project feasibility, status and issues to key stakeholdersRegular interaction with business leadersCollaborated with staff to maximize customer satisfaction and streamline proceduresExecuted best practices and processes for managing technology suppliers and vendors, with focus on performance of Hardware, Software and Software as a Service (SaaS) providersDeveloped and implemented User Acceptance Testing (UAT) protocolAnalyzed test results to identify defects and develop retesting strategiesImplemented automation and mailing of Adverse Action letters (4,000/monthly)Implemented auto-approval process for loan originationsImplemented dealer portal within loan originations system for 700+ dealer partnersImplemented e-sign software for collections, loan originations, and accounting teamsConducted steering committee meetings to increase communication and strengthen internal and external relationships.Established and maintained relationships with key stakeholders for growth opportunities and successful partnershipsImplemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and growEvaluated situations and delivered targeted solutions using various tools and resourcesLed restructuring of organization internal processes, resulting in improved performanceNegotiated and resolved disputes between stakeholders finding mutually beneficial solutionsEvaluated customer needs and feedback to drive product and service improvements

Saginaw, Michigan Area

Implemented and managed municipal financial enterprise software solution including 13 individual applicationsActed as project lead for all IT projects including cemetery plot mapping, water/sewer line replacement, streetlight replacement, and yearly special assessment tax rollActed as liaison between technology alignment group and developers to design functional specifications for new developmentCoordinated efforts with vendors, service providers, operations, and customers to assist in resolving problems with applicationsRecommended process and systems improvements such as changes to debt collection operationsAssisted with long-range planning by recommending technological application programs and budgetingIdentified operational and performance issues and worked with managers to resolve concernsConducted performance tuning and troubleshooting of systemsProvided all software-related end-user training and support for staff of 200+ usersCreated custom reports and visualizations to support decision-making processesSupported supervisor and associated team members to maintain system functionalityDesigned plans to improve operations and suggested changes to systems for overall organizationConsulted with stakeholders to develop operational strategies and processesDeveloped written documents and reports related to programs and operations

Grand Rapids, Michigan, United States

Managed IEP software Help Desk/support teamResponsible for timely and accurate data reporting on state and federally mandated Special Education data across 27 statesDeveloped and managed tracking system for grant-funded spending and funding allocationServed as member of user groups for IEP software systems in MI, OH, and NCTrained new-hire staff members, oversaw department teams and delegated assignments to employees according to skill setsAssisted in development and improvement of data collection, retrieval, and submission processesDeveloped and tested edit specifications which included development of test scripts used for UAT as well as perform/coordinate UAT testingMentored and managed Data Managers and Data SpecialistsMonitored performance and provide development opportunities for all direct reportsOversaw day-to-day execution of data projects, facilitated resolution of issues, and reported status on project plans and progress at regular intervals to leadershipPerformed administration activities such as setting up user accounts, roles, access, and privilegesDeveloped and delivered high quality training to User base (Front, Middle and Back office) – face to face and remotelyLiaised between data management and IT support personnel to communicate ongoing system maintenance and new software development

Order placement / trackingHelp Desk TriageTravel arrangementDatabase maintenanceCorporate cellular phone account administrationEvent planning and executionSecurity system design and implementation

Shipping / ReceivingBack-up receptionist (multi-line switchboard operation)Supply maintenance / distributionDatabase maintenanceSecond level Assistant to PresidentOffice machine maintenanceEvent planning and execution