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Date Created: 12/21/15
George W. White III Cell (301) 639-8186 Frederick, Md. 21703 email@example.com www.linkedin.com/in/guswhite PROFESSIONAL Versatile, resourceful Senior Business/Process Analyst with 20+ years success working with SUMMARY corporate leaders to bridge the gap between business objectives and technology capabilities. Specialize in customer support data analysis/reporting and applying advanced MS Access and Excel skills to reduce processing time by as much as 75%. Key contributor to 20+ system enhancements that increased revenue by $89MM at Fannie Mae in last 2 years. Broad background spans mortgage lending at Wells Fargo, customer relations at Citimortgage, operations management at Spherion and government sales through Motorola and General Mills. Outstanding problem solving and situational analysis abilities; skilled at identifying subtle or overlooked problems and implementing solutions to prevent reoccurrence. Ability to analyze current processes and identify enhancements to maximize process efficiency. Consensus builder and mediator, with a proven track record in motivating teams and partnering with key decision makers to achieve a common strategic vision. Assume complete control of all projects, consistently delivering results that exceed quality, quantity and time standards. Utilize Microsoft Excel to convert raw data from databases to create reports and graphs for presentation to management. Strong customer relation skills with the ability to ask the critical questions to expedite issue resolution. PROFESSIONAL EXPERIENCE KFORCE (Wells Fargo Home Mortgage, Frederick, Md.) 2010 to 2012 Requirements Lead / QA Process Analyst 18 month contract Quality Assurance Analyst responsible for monitoring and coordinating change request process activities for the Risk Enterprise Management (REM) Group. Duties include actively reviewing outstanding change request approvals and facilitating final approvals prior to code movement. Complete Pre and Post Bundle Implementation Reviews to ensure compliance with published procedures in the Clear Quest Change Management Tool. Compile and distribute the REM Flash Report with each implemented release to communicate implemented changes. Perform REM Mock Audits and reconciliations as required. Assist in the compilation and maintenance of the REM Quality Assurance Dashboard. Participate in Process Management discussions with Management and maintain the process guides to ensure compliance. Develop requirements for changes to the Automated Decisioning engines based upon changes to Wells Fargo and/or Agency policy changes. Modify rules for decisions and updates related system messages to conform with these changes. Fannie Mae, Urbana, MD 2005-2010 Business Analyst 4+ years Core member of Business to Strategies Team of Capital Markets Division and liaison between business and technology units for Committing, Acquisitions and Delivery systems. Chair bi-weekly planning meeting to propose and review system initiatives/upgrades to enhance process efficiency of Web-based systems that sell, deliver and fund mortgage loans. Coordinate efforts of cross-functional teams reporting to different company executives. Assist in development and execution of project plans, user acceptance testing, project implementation and migration. Provide troubleshooting, technical support and reporting on critical Cash Pricing Engine (primary) and web- based committing systems. Generate system change or incident tickets for system outages and issues. Key Accomplishments: Increased incidental revenue by $89MM, through 23 system enhancement projects in last 2 years, requiring addition of 25 products to committing applications. Introduced automated calculation of reverse mortgage products into Cash Pricing Engine, enabling approved sellers to commit products through Web-based system vs. placing order at Capital Markets desk. Implemented $1.5MM system over 9 months, with expected investment recovery in 2.5 years. Upgraded and integrated Desktop Underwriter 8.0 into Web-based committing applications, substantially improving loan turnaround time and customer satisfaction. George W. White III firstname.lastname@example.org Added 6 new High Balance/Jumbo Conforming products to committing applications to meet Federal Housing Finance Authority requirements. Added 1 new product to support Federal Government’s Making Housing Affordable initiative. Built and maintained Access database to track activities/results and manage lender contracts; expanded system to include production volume analysis and reporting. Developed process to identify and track system facilitated issues. Resolution of those issues led to recovery of $460K in lost fees. Increased number of active lenders from 167 to 682 since 2006. Maintained optimal uptime by resolving systemic issues within 2 hours on 87% of issues, with remaining ones solved in 24 hours. Mortgage Companies, Frederick MD 2001 – 2005 Mortgage Specialist/Customer Relations Team Lead 4 years Wells Fargo Home Mortgage/Senior Fulfillment Specialist: Validated 15 submitted mortgage loan applications per day vs. average of 10-12. Utilized MS Access skills to reduce compilation of monthly performance reports by 50%. Achieved 98% or better satisfaction rating from employees and individual borrowers. Created performance reports from data extracts by utilizing Microsoft Excel pivot tables and graphs. Citimortgage/Customer Relations Team Lead: Supervised Call Center Reps in Wholesale Broker Mortgage Loan Center, recognized as the most efficient operation in the company based on staffing, response times and customer surveys. Assisted in streamlining customer service process to reduce call wait times by 45% during peak periods. Developed Access database to track process performance and client issues. First Nationwide Mortgage/Senior Lender: Approved 77 new mortgage brokers for activation, requiring analysis of financial reports, credit and business references. Spherion Workforce Architects, McLean, VA 1997 – 2001 Operations Manager 4 years Supplied leadership and oversight of back-office sales support operation interfacing with accounting and sales. Calculated and processed monthly sales commissions and recruiter compensation bonuses. Key Accomplishments: Received President’s Award for compensation process re-engineering by applying Excel spreadsheet macros to improve compensation calculation time processing by 60%. TECHNICAL SUMMARY Databases: MS Access Platforms: Windows Software: MS Office Suite 2003, MS PowerPoint, MS Project, Quality Center, Clear Quest, Desktop Underwriter, Business Objects, SQL EDUCATION University of Maryland, College Park, MD B.S., General Business Frederick Community College, Frederick MD A.A., Business Administration Continuing Education Courses – Frederick Community College, Frederick, MD Introduction to SQL (2010), Creating Web Pages – HTML, Comp TIA A+ Prep (2102) Page 2 of 2
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