DENISE LESLIE HARRIS37416 Laurel Hammock Dr, Zephyrhills, FL 33541 314.609.2885 email@example.com
SUMMARYProactive, result-oriented people and project manager with 30+ years experience in the prime and community mortgage lending business. Major strengths include maintaining and improving procedures to increase productivity and customer service for staff both on and offsite. Significant skills in team motivation, staff development, relationship building, and compliance. Effective problem solver for short and long term challenges.
USBANK, Earth City, MO 8/2009 – 3/2015
Business Process Analyst 3/2012 – 3/2015Responsible for identifying process and procedures, volume, trends, and business requirements of the USBHM Retail Mortgage Operations business. • Document Process and procedures for the Consumer Direct Channel• Create reports to assist business line with pipeline management – proactive and exception reports• Ongoing meeting facilitator between business and system support teams• Manage requirements, defects, enhancements, and projects related to system changes for Retail, Consumer Direct and Internet Mortgage Lending Channels from request to implementation• Report business volume and identify trends for the Internet and Consumer Direct Channel• Create, maintain model for implementation of a new loan processing system for Correspondent and Broker mortgage operations using Enterprise Architect.• Conducted meetings with the business to discuss and document the “As-Is” process.• Identified and documented requirements of the business in relation to the operating system.• Ongoing communication with the business to insure the new operating system will support and improve business practices.
CITIGROUP/CITIMORTGAGE, O’Fallon, MO 1980 – 12/2008Project Manager 2005 – 12/2008• Organized and facilitated weekly and as needed meetings to insure focus, priorities and expectations of senior or initiating department were understood and met. • Communicated status of each meeting and project verbally and in writing to all areas including upper management, systems, and sales to keep all areas up to date.• Facilitated projects from identification through post implementation insuring successful implementation. • Backed up and facilitated meeting for coworkers as needed in areas of regulatory, investor, subprime, and Community lending projects. • Assumed Department Director responsibilities during vacations and absences to avoid loss of critical communication. Operations Manager 1995 – 2005• Designed and implemented a process flow to accommodate offsite branch processing and underwriting with centralized closing for 7 newly acquired processing offices in Texas that exceeded the 10 days to approval and 30 days to close expectations.• Maintained an overall 80% customer satisfaction level, improved data integrity and work flow speed by identifying pipeline trends, creating and distributing MIS reports, training processors, supervisors and other Operations Managers, managing Management Self Audit tests, and conducting detailed pipeline reviews. • Designed and presented weekly classes to processors to focus awareness on individual and team contribution towards quality in order to reduce suspense errors and reach salability expectations.• Investigated system and process challenges and developed "work around" procedures when necessary.• Responsible for acting as a business subject matter expert, researching business requirements, and developing test scripts to ensure the new processing system's compatibility with the business process flow and Instrumental in the implementation by delivering training and support to the production workforce.• Maintained high productivity level while keeping an overall 90% accuracy.• Received Chairman's Club 1993 Charter Member award for being a top performer.• Received recognition for service excellence.
EDUCATION / TRAININGEnterprise Architect/UML modeling tool, Effective Meetings, People Styles, Differentiating Requirement Types, Management and Leadership Training, Respect at Work, Team Building, Sales, Service and Time Management, Community Reinvestment Act,Underwriting and Appraisal, ECOA, Self Employment Analysis, Mortgage Insurance, B Paper, Excel, and Word, Visio, PowerPoint, Snagit Principles of Banking; Psychology - Yavapai College, Prescott, AZ