Ashley Spence

Responsible for assisting businesses in implementing technology solutions in a cost-effective manner by determining the requirements of a project or program and communicating them clearly to all stakeholders. Participated in every stage of the development lifecycle, from analysis and design through testing, release and maintenance while adhering to current System Development Methodology (SDM) processes. Worked closely with various customers including immediate project teams, business unit representatives and other technical staff members, often facilitating and coordinating communication among all parties. Was responsible for working on the most complex business projects as well as providing strong advice and counsel to customers on solution design and implementation.

• Analyzed business operations to pinpoint improvement opportunities and implement technological solutions for strategic advancement.
• Supported the development and modification of business rules to align loans with regulatory and compliance standards. Assisted in the creation and refinement of form objects and code to address process requirements set by business units.
• Oversaw migration of existing loans during system conversion from proprietary LOS to Encompass, ensuring data integrity and accessibility.
• Analyzed and documented test scenarios for 50+ user stories, enhancing the effectiveness of the disclosure management rewrite project.
• Oversaw user setup processes and maintained user account integrity. Facilitated timely certificate updates and resolved technical issues. Directed outage management efforts to enhance overall system reliability.

Effectively facilitated the gathering and analysis of complex business requirements for interdepartmental initiatives and business partners. Lead medium to large projects by creating new business solutions/enhancements. Outlined business requirements, managed existing and new process workflows, participated in the planning and definition of the testing strategy, led and directed defect reviews, prioritized events, and created defect tracking. Developed and managed business analysis phases – requirement elicitation, documentation, review, change management, development, testing, and deployment.

• Solutioning for a third-party originators website - created a plan to leverage existing user security accounts within a non-interfacing origination system (Mortgage Cadence – Enterprise Lending Center) for user level access to a document repository (Box).
• Completion of 15+ project requests with fully documented business requirements and task plans documents.
• Created solutioning and process flow documentation for as-is processes and future state for the Fannie Mae (FNMA) Universal Residential Lending Application (URLA) for retail, correspondent, and wholesales business channels.
• Mentored peers to provide insight and best practices in general best business analysis as well as understanding relational databases, writing SQL queries, and documenting process flows using Visio.
• Managed vendor defect requests for targeted, timely solutions including problem descriptions, demonstrations, step recreation, and continuous follow-ups.

• Conducted an analysis of ETL vendors and selected candidate which decreased expenses by 30% annually, requires no daily user interference, introduced error handling & notifications for monitoring.
• Created data mapping documentation, project design with flows, and conducted the implementation of the data integration processes between core and sales systems.
• Administration and support of critical banking applications including Salesforce and IBS Insight.

Managed development project resources and tasks to completion. Served as the primary bridge between the business area and the IT development team of engineers - gathering business and technical requirements and analyzing business needs to determine technical solutions or simplified process flows. Present solutions and recommendations to stakeholders that will achieve their goals in simplified technical terms. Authored SQL queries to complete analysis and code review of engineer’s work to ensure accuracy.

• Used best practices for business architecture of a customer rewards tracking system that increased account opening by 25% and increased revenue by $1 million annually.
• Created a variety of test plans and test cases related to systems & integrations and facilitated user acceptance testing.
• Conducted dependency and impact analysis to identify risks for business systems, web applications and databases for various projects.
• Utilized system (MSP, Loanserv, IBS Insight), business, and integration related knowledge to identify and document business requirements for new business systems, modifications, and process flow adaptions.
• Managed projects to ensure coding deadlines and proper change management procedures were completed in a timely manner.
• Mentored co-workers to provide training of new techniques, technology, and processes related to the business area and information systems.

Responsibility for this role was to provide data to company stakeholders. This involved gathering report specifications, creating reports, and data analysis using SQL databases. Additionally, delivering and receiving data by third party vendors by creating repeatable and schedule friendly SQL Server Integration Services (SSIS) ETL solutions for data imports and exports.

• Developed complex query using strong understanding of relational database concepts to write and automate a “Customer Vitality Curve” that tiered customers to determine customer profitability.
• Utilized Business Intelligence to create scheduled reports to identify customer attrition, product attrition and debit card usage income (FTP) that drove business decisions.
• Performed data analysis and SQL query creation for a scheduled SSRS report that was used in relation to a partnership with a third-party organization to model programs for consumer financial health.
• Created a risk-based indicator to identify customers that were receiving direct deposits to manage losses for checking account overdrafts by lowering their overdraft limits.

Liaison for support, design, creation and implementation for the Loan Servicing and Default areas of the bank. Organization subject matter expert on Black Knight related data and identifying areas for streamlining processes. Administrator of automation packages for Customer Interaction Center (CIC) dialer application.

• Participated in the implementation of bulk data extract database (BDE) including database design, change management, and process design.
• Created passport reports and authored passport transactions to assist business areas with updating core data in bulk.
• Opened tickets for MSP issues, questions and requests with Powercell/Client Services.
• Enable, disable and utilize files imports and exports for MSP data processing (LFNs/EXTs).
• Participated in several Product User Groups (PUG) for BDE, Passport, Default, and various administrative/enhancement topics.
• Implemented the ELI loan origination to MSP servicing platform integration.
• Created MSP scripts and macros to streamline repetitive process for Loan Servicing/Default areas.
• Authored SQL Server Reporting Services (SSRS) reports and SSIS processes to replicate tasks including 50+ reports and 20+ data imports/exports during Fiserv Loan Serv to Black Knight MSP core conversion.
• Led the dialer system conversion project for Melita to Interactive Intelligence Customer Interaction Center (CIC) system and ensured all dialer processes were accounted for.
• Acted as the singular systems admin, business analyst, developer and technical support for CIC dialer system which included troubleshooting various user issues, research and development of new workflows, call flows, dialer campaigns, and inbound call queues.
• Provided 24/7 on call system administrator for customer facing VRU and CIC dialer systems.
• Authored and scheduled 100+ reports and exports in Fiserv Knowledge Share data warehouse

Assisted the business area with system troubleshooting and password resets. Performed system analysis within the core application and its vendor for new feature & system implementations. Included report writing, process automation, various data analysis and review of tasks for investor reporting.

• Authored script within the Fiserv Loan Serv core system to minimize input errors, reduce collector call times and enhanced processes by removing repetitive keystrokes.
• Eliminated an FTE - 40 hours of work per week through streamlining process and automation.
• Identified areas of cost saving and implemented processes including printing documents to PDF in lieu of printing and scanning documents after review.
• Created reports using Fiserv InformEnt KnowledgeShare data warehouse for investor reporting.