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Work Background
Mechanics BankProduct Manager, Business Systems
Jan. 2013Irvine, CaliforniaLed end-to-end management of multiple cross-functional programs and projects, aligning deliverables with business goals and timelines from initiation through maintenance, driving strategy and success for each initiative.
Managed 3 pacesetting staff of Business Analysts surrounding the Auto loan originations using the Origenate and Defi systems, and servicing platforms using Shaw, Troy and Loan Manager systems. Worked with multiple vendors to integrate into the Shaw servicing system, including payment vendors ACI Speedpay, Western Union, Moneygram, JP Morgan Chase, and developed internal website and mobile app payment processing; IVR systems Advanced Call Processing and Alvarria; and print vendor integration with Venture Printing Services. Complete system ownership and design of the core servicing platform Shaw and Loan Manager for Mechanics Bank Auto including hands-on user support and troubleshooting for a user base of approximately 900 users
Worked on the team that completed a full system/vendor conversion, completing effort ahead of schedule by 3 months
Customized the core servicing platform, boosting user satisfaction scores by 5 basis points
Spearheaded complex, full-cycle system releases and upgrades on a quarterly basis with the Loan Manager platform by creating test plans and facilitating user acceptance testing
Improved methods to handle system enhancement requests from requirements gathering to implementation, increasing efficiencies by 50% and eliminating related workflow issues. Standardized system training and configuration, decreasing required troubleshooting and user support by 25% overall.
Provided essential input to the design and implementation of servicing website that was adopted as a company standard since 2017.
Facilitated entire buildout of high-impact Mobile Apps, earning a reputation for excellent technology know-how.
Experience with defining business requirements with key stakeholders across marketing, operations, and product teams.
Toyota Motor CorporationLexus Customer Service Representative/Acting Team Supervisor
Jan. 2007 - Jan. 2013Torrance, CAUtilized data through reporting in Microsoft SQL to assess performance and track delivery, implementing improvements to programs and services to maximize efficiency and impact.
Managed 13 different programs simultaneously, making data-driven decisions to balance priorities and trade-offs, optimizing time-to-market.
Selected to take on additional authority after ranking at the top of over 50 service reps; guided the Policies and Procedures revision project and thrived as ATX Telematics Project Administrator. Prepared 10 daily well-received reports, constructed training materials for new employees to maintain new reports, and provided dedicated training for customer service products and platforms.
Supervised 7-person team that went on to receive multiple awards and promotions. Orchestrated ECM program and initiated process improvements to boost coordination. Defined and tracked performance metrics to measure team success, utilizing
Toyota Motor CorporationWorkforce Management Analyst
Jan. 2005 - Jan. 2007Torrance, California, United StatesPrepared daily, weekly, and monthly reports summarizing the Lexus, Toyota, and Scion contact centers data sources for business requirement comparisons. Implemented successful changes to the IVR system to enhance the customer experience. Analyzed data to identify trends and/or make recommendations for adjustments or improvements
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