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Professional Summary

Detail oriented and highly methodical loan processor with over 6 quality years of experience in banking which consisted of handling and collecting loans. Demonstrates strong interpersonal skills and exceptional service throughout the sales process. Looking to leverage an extensive background in analyzing data and processing loans into an Insurance Underwriter position.

  • Strong analytical abilities with attention to detail
  • Able to prioritize and thrive in fast-paced, deadline-oriented environments
  • Vast knowledge of auto loans, foreclosures and federal regulations 
  • Skilled in reviewing and validating contracts prior to loan approval
  • Proficient in EASE, Dealer Track, Lexis Nexis and Excel 
  • Excellent oral and written communication skills
Work History
Loan Processor, 03/2013 to Current
Ally Bank Lewisville, Tx
  • Successfully close an average of 400 loans per month to aid in reaching the company goal of 2.8 billion
  • Process 30 commercial/auto loans on a daily basis by actively analyzing client database
  • Comply with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC and Privacy Act
  • Submit loan applications to the underwriter for verification and recommendations
  • Timely review new contracts for compliance practices
Senior Operations Analyst, 03/2010 to 11/2012
Bank of America Richardson, TX
  • Researched borrowers disputes related to foreclosure proceedings
  • Applied payments received directly from borrowers towards appropriate balances as outlined in the foreclosure case and in accordance with investor/insurer guidelines
  • Monitored foreclosures sales for all investors
  • Maintained database of loan applicants' credit histories, corporate financial statements and other financial information

Associate's: Anticipated Graduation Date: May 2018
Collin County Community College - McKinney, TX

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Dedicated and focused secretary who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.
  • Microsoft Office proficiency
  • Meticulous attention to detail
  • Time management
  • Professional and mature
  • Self-directed
  • Strong problem solver
Received high performance review from Chair and Co-Chair with United Way Campaigns for 4 years in a row and because of my strong attention to detail, exemplary customer service and team-player attitude I was asked to help on two special projects (Univision and UTHSCSA). 
08/2010 to Current
Property Manager Landlord San Antoinio, Tx Manage and oversee operations, maintenance, administration, and improvement of residential property. Plan, schedule, and coordinate general maintenance, major repairs, and remodeling or construction projects for residential properties. Direct collection of monthly rental fees, and deposits and payment of insurance premiums, and taxes. Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance.
09/2000 to 07/2010
Computer Operations Analyst University Health System San Antonio, TX
Monitored all computer systems throughout UHS and satellite clinics. 
Troubleshooted system problems as needed and advised proper personnel to escalate any problems as necessary. Ran daily systems jobs, assisted internal customers with IT application forms. Assisted payroll department with inputting data. 
09/1988 to 04/1995
Sr. Vault Teller Lackland Federa Credit Union San Antonio , TX Received and verified all monies coming in, opened daily mail, night drop, and ATM. Posted deposits, insured one to tellers as needed, balanced money orders totals, check totals, traveler's checks totals, and wire totals. Gave supervisor override keyes was needed. Conduced audits on teller drawers. Assisted with check encoding as needed. 
High School Diploma Memorial High School
Associate of Arts: Business Administrative St. Phillips College San Antonio, TX, U.S 62 hours completed

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Professional Summary
Seasoned management professional with demonstrated passion for meeting and exceeding customer and employee expectations while providing effective leadership in all aspects of the job. Excels at increasing morale and motivation while fostering a positive and enthusiastic work environment.
  • Management of Material Resources
  • Management of Personnel Resources
  • Operations management
  • Operational assessments
  • Workflow analysis
  • Complex Problem Solving & Critical Thinking
Work History
Operations Analyst, 01/2017 to 09/2017
PNC BankPittsburgh, PA
  • Executes routine and complex transactions/processes utilizing standard procedures. May have specific responsibility for one or multiple specialized products or functional areas.
  • Processes and/or reconciles routine and complex transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and may resolve escalated items. Partners internally with service partners to route calls, documents or other action items to complete transactions. May interact with external customers to complete transactions.
  • Ensures the appropriate materials, documentation and capacity are available to complete transactions. Confirms equipment is operational, if applicable.
  • Provides responses and documentation to inquiries and ad hoc requests for one or multiple specialized products. Provides feedback on workflow and work received. May participate in and serve as a subject matter resource for process improvement projects. May assist in training and on-boarding of new hires.
  • Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities.
Benefits Consultant, 09/2016 to 12/2016
Key Personnel ServicesPittsburgh, PA
Responsible for building and maintaining effective relationships with various customers by efficiently responding to inquiries and enrolling employees into their healthcare benefits.Primary point of contact for customer communication and resolution of service related issues.Provided first call resolution while meeting or exceeding all Key Performance Indicator (KPI) metrics.
Manager, Technical Operations, 01/2013 to 09/2015
Time Warner CableManhattan, NY
Day to day management of 140 Field Technicians, 10 Field Foremen servicing 300K subscribers.Successfully diminished 40 year cultural divide between management and union represented workforce.Established a foundation for a performance driven culture with an emphasis on delivering exceptional customer experiences.Drove problem solving by root cause, needs and GAP analysis of technical and process related issues.
  • Reduced days out to complete service calls from 9.0 to 2.0.
  • Introduced a standard for Field Foreman expectations that was adopted throughout the Time Warner New York City footprint.Streamlined customer provisioned equipment check in/ check out process for Field Technicians that supported an increase of on time service calls from 89% to 97% average.Increased customer satisfaction scores from 90% to hovering at 96% monthly average by employing Adult Learning theories and retention techniques.Implemented advanced services, products, and processes such as Enhanced DVR and Intelligent Home security.
    Supervisor, Technical Operations, 11/2007 to 01/2013
    Time Warner CableLos Angeles, CA
    Direct supervision of 12-15 Field Technicians ensuring Best in class Cable TV, Internet and Digital Phone installation and repair services to 37K subscribers.Supported a culture of employee empowerment, open communication, Employees First and Customers Always.Successfully delivered Key Performance Indicator metrics of 99% On Time service guarantee, 90% quality assurance and 95% customer satisfaction.Established and maintained interdepartmental and ancillary Customer Care and Operations team relationships to provide 360 degree customer support, resolutions and satisfaction.
    Supervisor, Customer Care, 02/2007 to 11/2007
    Time Warner CableLos Angeles, CA
    Supervised 15-18 Customer Care Representatives in day to day telephone sales and troubleshooting of all Time Warner Cable products and services.Developed sales oriented objectives and performance metrics by reviewing sales trends, Average Handle Time and customer feedback.Monitored telephone calls, reviewed quality assurance data to improve productivity and related service levels.Trained, coached, and rewarded Customer Care Representatives on various division marketing campaigns to achieve projected sales goals.
    Bachelor of Science: Political Science, 2000
    Lincoln University PA - Lincoln, PA

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    Professional Summary

    Experienced IT Professional with broad-based experience and hands-on skill in the successful implementation of highly effective System Operations and cost-effective Management. Experience with Telecom, Banking, and Marketing Data Solutions.

    • SQL/ PL-SQL
    • Perl
    • Data Analytics (PII and Anonymous)
    • UNIX / LINUX
    • XML design
    • Hadoop
    • Encryption/Decryption (PGP/GPG, SDMS, GIS)
    • Confluence
    • Salesforce
    • Waterfall / Agile methodologies
    • Axure UI design
    • Jira
    • SAS (minimal exposure)
    • Microsoft excel / Word / PPT
    • UDL
    • Toad
    • Team leadership
    • User interface understanding
    Work History
    Delivery Analyst, 11/2016 to Current
    Acxiom Corporation Conway, AR

    Worked closely with client to collect requirements, perform scoping & estimation for new client implementations and handled change requests.  Accountable for ownership of on-time input and output delivery of data sources with clients, vendors, and internal stakeholders. Verified input/output counts, monitored data processing jobs and audits/verified the results based on historical trends. Setup and built processing flows, including ad hoc, new build and more complex flows. Accurately validated source and output data, data formatting specifications, and output requirements according to specifications and service level agreements. Utilized heavy SQL in Hadoop tool to perform data segmentation and transformations. Configured new Client Tenants in AD. Collaborated on the development of automation. Managed incident and problem management processes and served as the first line of support for client queries, resolving issues according to customer specifications.  Migrated data from existing Hadoop environment to SAS and UDL environments.  Responsible for managing PII, PEL, and anonymous data.

    SR IT Management Consultant- BSA/AML Fraud Systems, 01/2016 to 11/2016
    FIS Little Rock, AR

    Client Management role accountable for gathering information from Banking Clients regarding their challenges with BSA, EDD, and AML fraud. Developed new methods and changes to existing practices and presented recommendations to management. Performed a wide variety of Data Mapping, system configurations, and implementations for various Financial Institutions. Led Client implementations of enterprise level software programs for financial regulatory compliance. Led multiple project deployments of varying size and scope, often with competing timelines. Worked collaboratively within a large organization. Completed projects on time and within budget.

    SR Business Analyst - ATM Systems, 01/2015 to 01/2016
    USbank Home based - North Little Rock, AR

    Participated in the modification of existing ATM/Debit applications and development of new applications. Liaison and technical resource between management, staff and information systems to define and communicate standards of operational policy, plans, customer service and financial/performance reporting. Responsible for writing combined business requirements, UI development, documentation, and test plans utilizing Waterfall and Agile methodologies. Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary. Implemented client training (business and technical) and supervised software integration on client's website. Documented POS, Debit, EMV, and ATM workflow diagrams and presented these to large client groups.

    Business Analyst - HSA Health Benefit Systems, 07/2014 to 12/2014
    DataPath, Inc. Little Rock, AR

    Gathered information from Business owners regarding functional and business specifications.Translate functional specs to programmers in a clear and concise manner. Coordinated testing efforts with end users and QA Team.  Acted as a key communicator with Bank, Debit Card and Network providers. Product and Development Manager for HSA products in regards to Benefits, Claims and Billing.  Managed annual external audit.  Developed analysis models to ensure employee benefit plans rollout date deliverables were met. Managed and executed all duties as the Bank Secrecy Act/OFAC Officer.

    Platform Manager - Corporate Systems, 09/2013 to 07/2014
    Acxiom Corporation Conway, AR

    Responsible for managing various Corporate Systems, system issues, and writing technical documentation. Worked with system design group for improvement and enhancements to existing systems, and other special projects as assigned. Supported and managed Essbase, Workday, Peoplesoft, Clarity, SAP, and 10 SQL databases. Accountable for on-going system optimization and User management. In charge of Change Management processes.

    Systems Engineer - Digital Solutions Group, 01/2012 to 09/2013
    Acxiom Corporation Little Rock, AR

    Dedicated to supporting and improving the digital marketing data processing and analytical reporting operations to increase overall client satisfaction. Responsible for assuring that all job processes and production client data marts were updated, available, and met SLA compliance. Responsible for the coordination of cross-functional collaborative efforts with other technical teams when investigating live "client-impacting" production issues. Identified flaws in our application, while driving for improvement through detailed workflow analysis.  Documented case studies' and investigation details in online repository. Utilized SQL and UNIX skills to investigate complex systems issues and defects.

    ERP Systems Analyst, 04/2011 to 01/2012
    State of Arkansas Little Rock, AR

    Responsible for providing ERP / SAP System Support and configuration on the AASIS Payroll HCM Module. Created Payroll Processing test scripts as needed. Maintained documentation relating to technical and end User needs. Responsible for creating Functional Specifications for Development Teams. Responsible for creating various reports through SAP and SQL. Responsible for developing User documentation and software training materials. Modified Schemas, performed testing and documented results.

    Sr. Systems Operations Analyst - Banking Operations, 08/2009 to 04/2011
    FIS Little Rock, AR

    Responsible for configurations and management of Job Scheduling Systems and Client Servers. Analyzed the operations of systems which included developing, testing data migration routines and documenting the details. Responsible for on call 24/7 system support to data center employees. Utilized AIX / UNIX and SQL skills to troubleshoot System issues. Provided operational support for high-volume financial institutions.

    Database Administrator - Leasing Systems, 10/2008 to 08/2009
    Bank of the Ozarks - Little Rock - Heights Little Rock, AR

    Responsible for the Management of the Leasing Database Systems including administration, design, performance, and reliability. Managed software updates and tested functionality prior to placing them into Production. Performed various functional system configurations within Database. Utilized heavy XML, VB tools to create 51 web based Loan Documents within database. Produced ad hoc reports and documents for senior team members.  Validated schematic designs working alongside software engineers.

    Business Analyst - Internal Corporate Systems, 02/2007 to 10/2008
    Alltel Corporation Little Rock, AR

    Responsible for monitoring daily Inventory Accounting, Warehouse Distribution, Supply chain, Accounts Payable, and Wireless Revenue System Operations. Performed research and analysis to support Business Operations and presented findings to Manager and Project leaders.  Conducted classroom system training for all Corporate System Applications.   Performed Data Modeling, Data extracts, and System Loads.  Utilized SQL to investigate AS/400 system issues. Reviewed files, records and other documents to obtain information and respond to requests.  Created Business requirements and User Interface mockups.

    Financial Analyst II - Wireline Accounting, 08/2006 to 02/2007
    Windstream Little Rock, AR

    Served as a Lead on a team to improve the functionality of our Reciprocal Accounting Database. Responsible for month-end closing process (including journal entries, reversals, accruals, and financial statement review. Performed collection efforts on delinquent invoices and maintained aging reports. Completed and mailed bills, contracts, policies, invoices and checks. Credited for playing key role in reporting over $2 million per year in revenues. Developed automation for electronic telecom billing  and A/R loads. Performed a wide variety of data analytics.

    TPA Account Relationship Manager, 04/2005 to 08/2006
    Transamerica Employee Benefits Little Rock, AR

    Responsible for Managing Relationships with TPA, Group Administrators, New Business, Claims, Customer Service departments, and Insurance Agents regarding Premium Billing, delinquency, and reconciliation issues. Responsible for weekly reconciliations, month end accruals, reversals, and other G.L. reconciliations. Managed and supervised 4 Premium Accounting Analysts. Team leader for group responsible for premium administration.  Served as a project leader for health & welfare administration system conversions, and vendor/relationship manager.  Worked with 834, 835, and 837 transactions.

    SR Software Support Rep - Claims Processing And Billing, 08/2004 to 04/2005
    Lavender and Wyatt Systems Little Rock, AR

    Responsible for troubleshooting AS/400 system issues; escalating as necessary, questioning appropriate individuals on status of items, working with and managing other information system staff to resolve items. Utilized SQL skills to troubleshoot system issues. Responsible for providing Training and Support to External clients regarding electronic claims processing.  Responsible for supporting the ansi 835 and 837 electronic file configurations and system scheduling.  Verified data integrity and accuracy.  Assisted Clients with data analytic tools.

    Premium Accounting Supervisor, 08/2002 to 08/2004
    Arkansas Blue Cross Blue Shld Little Rock, AR

    Managed 22 employees responsible for employee enrollment in health benefit plans, HMO plan enrollment reconciliation and premium payment, data entry to the health administrative system, Benefit Focus, Health Insurance Claim processing, COBRA and HIPPA compliance, and retiree administration. Implemented delinquency Procedures for past due Premium. Assisted the Premium Manager in the creation of Benefit Plans for Employer Groups.  Responsible for reviewing reconciliations and evaluating all assigned balance sheet accounts. Confirmed that Premium Accounting records were maintained in accordance with Generally Accepted Accounting Principles (GAAP), company policies and RFP Enrollment Agreements. Worked with 834, 835, and 837 transactions. Responsible for managing enrollment additions, changes, reinstatements and billing.

    Ensured the accurate and timely distribution of Employer Group group and Individual ID cards, Certificates of Coverage, Individual Policies, Certificate of Creditable Coverage, and other fulfillment information.

    Interfaced regularly with the various internal departments such as Customer Service, Regional Internal Service Representatives, Statewide Business team, Claims, Information Systems, and Marketing Representatives regarding questions about eligibility, coverage and/or billing. Communicated with external contacts including Agent/Brokers, Policyholders, Group Administrators, and Pharmacy Vendors.  Provided numerous data analytic reports to Executives.

    Bachelor of Arts: Music Education, 1989
    University of Central Arkansas - Conway, AR
    • Member of Kappa Kappa Psi Band Fraternity 1.
    • Member of the Sky Ryders Drum and Bugle Corp, Hutchinson, KS. 1.
    • Completed most course work towards a degree in Music Education.
    • Served in various Management positions within the Banking Industry from 1988 through 2004.