Whitney Dodd Email & Phone Number

Certified SCRUM MasterLeverage our API's to build requirements Lead development team Practice all SCRUM ceremonies Lead BA for new product offerings Lead BA for overall Consumer siteWork with stakeholders and Product Managers to ensure we are delivering high quality products to end users

Plano, Texas

Serve as 2nd level support for internal escalations.Research JSON and XML for our integrated partners (Encompass, Lending Tree, Zillow, MortgageBot, Byte, API)Serve as escalation between Client Services and Product.Prioritize technical cases based on our customer demand needs.Consistently test the Optimal Blue system to ensure product availability.Organize and implement projects for Client Services.Implement new phone system for Client Services team (Microsoft)Assist with ticketing system software for Client Services team.

Plano, Texas

Manage group of 8 or more account managers (junior and senior account managers)Coach current team members on ways to improve their customer satisfactionInnovate processes to create a more efficient work environmentCreate process improvements with regard to our systemEducate customers on new tools/services we offerCreate procedures for the enterprise lending solution service lines in order for our account managers to educate their customersImproves customer service quality results by studying, evaluating, and re-designing processesDeliver updates to account managers in weekly meetings to ensure they are providing the most up to date information to customers as it relates to the business and internal process changesCreated account manager quarterly incentive plan based on different core competencies and categoriesAct as decision maker between our development team and product management team for new products being developedProvide feedback on new services being developedPrioritize by service line the different tasks are developing/fixingImplement a new custom support software, FreshDesk

Train and support multiple customers with various levels of sophistication.Train and design customer sites that adapts to their different business models.Communicate with customers by phone addressing any questions, problems, and ongoing training.Update customers with any new technology functionality that benefits their business models.Demonstrate excellent customer service by treating all customers in an appropriate and professional manner.Obtain customer feedback in order to enhance relationship.Work closely with Secondary Marketing to ensure they are utilizing our system to its full capacity.Familiar with product, pricing, and eligibility engines as well as different loan origination software platforms.Test new functionality in a User Acceptance Tester role.

Researched, wrote, and published internal communications to production associates as well as corporate associates.Oversaw medium to large projects and/or phases of projects or larger scope to implement new and/or modified processes, procedures, and/or initiatives.Developed detailed work plans, schedules, project estimates, resource plans and status reports.Ran and assisted with project meetings and responsible for project tracking and analysis.Provided updates to business leadership regarding project status and the application and implementation of new or revised procedures, processes, and/or initiatives.Designed, implemented, and monitored the progress of initiatives, and milestones to ensure timeliness and deliverables are met.Managed critical relationships with consultants and vendors, internal end customers/leadership.Provided information and/or training to end users to help resolve inquiries related to assigned processes, procedures, and/ or initiatives.Performed other duties as assigned or required.

Answered technical questions regarding company products and programs.Supported account executive sales team. Recommend best product for client based on their financial needs.Interacted with internal and external customers on a daily basis in a professional manner.Complied with company policy and procedure guidelines on specific products and programs. Trained customers on how to use our system efficiently. Analyzed problems with applications to identify affected areas and recommended corrective actions.Performed telephone customer service on a daily basis to our wholesale, correspondent, retail brokers, and account managers.Communicated effectively with support representatives to resolve customer issues.Wrote solutions for the knowledge base system to help customers and staff with troubleshooting activities.Documented clear comments regarding customer problems in SalesForce database.Provided product support and assistance to our customers by phone, PC, and facsimile.90% on phone queue resolving application and system problems.Assisted with pricing questions for brokers and correspondent lenders.

Acted as a liaison between the mortgage brokers and underwriters, answered basic underwriting questions, and coordinated closings with all parties.Developed and maintained key business relationships with loan brokers and title companies.Built rapport with existing and new brokers.Acted as an account manager by maintaining a $15 million pipeline and by setting and achieving monthly goals for the team.Supported various sales professionals in locations nationwide.Completed the appraisal, income, and title certification courses.

Ba, Marketing

Activities and Societies: TMA - Tech Marketing Association

Bba, Marketing