Adrianne Steinhoff
Simi Valley,CA
Summary
Business Analyst with a proven track record at PennyMac Loan Services, enhancing operational efficiency and stakeholder satisfaction through expert data analysis and strategic project management. Excelled in requirements gathering and SQL proficiency, alongside fostering strong customer relationships. Achieved significant improvements in process optimizations and team productivity, leveraging Microsoft Office Suite and SQL databases.
Overview
17
17
years of professional experience
Work History
Business Analyst
PennyMac Loan Services
11.2022 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Run SQL queries to run data analysis
- Create job aids and monthly reporting for internal processes
- Created and managed JIRA tickets for projects
Manager - Special Loans
PennyMac Loan Services
07.2016 - 11.2022
- Managed a team of 8 employees
- Managed all redlines that were created for the department and worked closely with the LAFA Support team to capture requirements
- SME/Liaison for UAT testing and Redline releases
- Managed and motivated employees to be productive and engaged in work.
- Trained team on how to process Modifications when LAFA automation failed
- Worked closely with the Research team on escalated issues to ensure the customer is our priority
- Managed the LAFA queues to ensure they were within the SLA
- Process manual HELOC statements
- Created and sent out Monthly Knowledge Builders to the team
- SME for Master File Changes tasks and Modifications
- Managed teams production and QA results each week to ensure they are meeting the standards
- Managed and wrote all Policy and Procedures for the department
Associate Vendor Manager
Bank Of America
09.2012 - 11.2016
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Liaison for Attorney Firms and upper management which involves interpersonal skills
- Facilitated weekly meetings with management
- Resolved daily outstanding reimbursement billing
- Subject Matter Expert for reimbursement metric with knowledge of Investor and Bank guidelines
- Address questions and escalated issues to ensure clients meet reporting scores
- Attention to detail when writing policy and procedures; draft Work Flow Charts
- Remedied incorrect postings with recoverability impact to borrowers’ accounts
- Managed escalated issues and performed deep-dive research requests from legal department, territory managers and attorney vendors
- Created weekly and monthly reports; highlighting fees and costs reimbursements, vendor performance, impacts to financial and procedural risks
- Organized vendor conference calls to offer guidance on financial and procedural metrics
- Managed workgroups with the Financial Review team and Scorecard Team
- Designed and developed the manual version of capacity planning, analysis and reporting for the ANFM team
- Built customer/associate relationships with firms
- Compiled and presented Monthly Capacity PowerPoint deck to ANFM Leadership
Customer Service Supervisor
QBE Insurance/Balboa Insurance Group
10.2007 - 09.2012
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Managed a team of 10-20 inbound call center employees
- Ensured complete and efficient policy changes, servicing, etc.; coordinated with the Learning Team
- Managed the Retention team and oversaw reporting through ACCESS and Excel
- Gathered monthly information for the Retention efforts to display in monthly meetings via PowerPoint
- Managed and delivered quarterly Performance Development Plans
- Property and Casualty License – December 2007 – December 2011
Education
High School Diploma -
Royal High School
Simi Valley, CA06.1994
Skills
- Data Analysis
- Requirements Gathering
- Project Management
- User Acceptance Testing
- Quality Assurance
- SQL Proficiency
- Operational Reporting
- SQL and Databases
- Business Requirements
- Customer Communication
- Presentations and Decks
- Microsoft Office Suite
Timeline
Business Analyst
PennyMac Loan Services
11.2022 - Current
Manager - Special Loans
PennyMac Loan Services
07.2016 - 11.2022
Associate Vendor Manager
Bank Of America
09.2012 - 11.2016
Customer Service Supervisor
QBE Insurance/Balboa Insurance Group
10.2007 - 09.2012
High School Diploma -
Royal High School