Blake Miller
Argyle,TX
Summary
Adaptable professional with 20+ years of experience and a proven knowledge of risk management, reporting, controls testing and process improvement. Aiming to leverage my skills and 10+ years of leadership experience to successfully broaden my career at Ally.
Overview
24
24
years of professional experience
Work History
Business Line Risk Manager - Testing/Monitoring
Ally Credit Card
05.2022 - Current
- Designed and implemented a comprehensive Testing and Monitoring program, rolled out across all Credit Card business lines, with 150 controls slated for testing next year.
- Partnered with Risk teams to integrate RCSA and Issues Management processes, ensuring lifecycle risk mitigation for all controls.
- Presented testing results during monthly business reviews and Compliance meetings, fostering transparency and accountability.
- Provided credible challenges and responses to Operational Risk and Audit inquiries, strengthening control frameworks.
Quality Control Reporting and Third-Party Oversight Senior Analyst
Ally Bank
01.2016 - 01.2022
- Designs, enhances and distributes Daily, Weekly, and Monthly reporting deliverables for multiple lines of business to provide Operations with relevant and timely information using Microsoft Excel and Power BI software
- Manages monthly PowerPoint presentations to identify issues and trends requiring escalation or self-identification
- Cultivates active relationships with Business Line Leadership teams to ensure significance and confirm relevance of defect and dispute trending reports with related root cause identification
- Partners with Third Party Relationship Owners to ensure correct and appropriate short and long-term risk assessment is maintained
- Develops enhancement stories and completes testing for software development ensuring satisfaction of departmental requirements
Quality Control Business Analyst
Ally Financial – Servicing
01.2014 - 01.2016
- Designed, updated and tested Internal Self Assessments monthly based on processes throughout multiple Loss Mitigation value streams
- Managed Business Resumption Plan including site testing and change management audits
- Developed and conducted Vendor Management audits with Litigation Consultants, Outside Collection Agencies and Skip Recovery Suppliers
- Completed user access testing for ASET software development ensuring satisfaction of departmental requirements
Loan and Loss Mitigation Supervisor – High Risk Collections
Ally Financial – Servicing
01.2013 - 01.2014
- Trained, coached and developed collectors through one-on-one coaching, phone monitoring and audits to maximize collections while maintaining compliance to company policies and procedures
- Resolved individual debtor situations involving delinquency, repossession, legal action, fees owed and credit bureau disputes
- Completed ad-hoc projects as assigned by Operations Manager
Relationship Management Team Lead – Single Point of Contact Department
GMAC Mortgage/Ally Financial
01.2011 - 01.2013
- Provided consistent feedback to associates through side-by-side coaching sessions and developed reports to identify areas for opportunity
- Assisted Supervisor with new hire ramp-up process, identified training process gaps and process improvement opportunities and efficiencies
- Coached associates on soft skills and de-escalation techniques to improve associate performance, handled live elevated calls and CIT’s from associates
Workforce Management Analyst – Call Center Operations
GMAC Mortgage/Ally Financial
01.2009 - 01.2011
- Generated and optimized schedules in Blue Pumpkin and IEX to ensure optimal coverage
- Created Policies and Procedures documents for Workforce Management group to ensure superior efficiency and uniformity in processes and ease in training new analysts
- Automated Snapshot Database process resulting in 50% greater efficiency
Dialer Analyst – Call Center Operations
GMAC Mortgage/Ally Financial
01.2007 - 01.2009
- Ran selections and outbound jobs on Avaya dialers for Customer Care, Collections, Default, and Loss Mitigation Call Centers
- Uploaded and ran ad hoc lists for departments as requested
- Audited dialer lists to ensure coverage over all callable loans
- Created executive reporting spreadsheets/tools for Outbound Reporting metrics
PIA Team Supervisor
GMAC Mortgage/Ally Financial
01.2006 - 01.2007
- Led the Principal Investment Activities team and all channels through which loans were manually uploaded
- Reviewed and assessed all members of the team through coaching and development activities
- Built and developed new relationships with multiple departments in order to facilitate cooperation on projects created to upload loans systematically into the servicing system
Business Analyst – New Loan Setup and Loan Reconciliation
GMAC Mortgage/Ally Financial
01.2005 - 01.2006
- Created mapping process to widen scope of Principal Investment Activities project encompassing manual setup of all incoming loans
- Streamlined QC process for ensuring data integrity resulting in 33% increase in productivity
- Responsible for all monthly metrics for the New Loan Setup and Loan Reconciliation department
Systems Administrator/Contact Agent Supervisor
Alcatel USA, Inc.
01.2001 - 01.2005
- Part of the Management team responsible for scheduling and training over 30 customer service call center agents
- Solely responsible for all metrics and reporting for the Customer Services Contact Center
- Achieved proficiency in Siebel ECRM and Oracle Data Browser to extract data for metrics/reports
- Coded SmartScript tool in Siebel ECRM resulting in improved efficiencies in training and 30% reduction in average call time
Education
Bachelor of Science - Business Administration, 3 Years Undergraduate work – College of Computer Science
University of Texas At Dallas
Skills
- Operational risk management
- Third-party risk assessments
- Vendor risk management
- Risk mitigation strategies
- Data analytics
- Quantitative analysis
Timeline
Business Line Risk Manager - Testing/Monitoring
Ally Credit Card
05.2022 - Current
Quality Control Reporting and Third-Party Oversight Senior Analyst
Ally Bank
01.2016 - 01.2022
Quality Control Business Analyst
Ally Financial – Servicing
01.2014 - 01.2016
Loan and Loss Mitigation Supervisor – High Risk Collections
Ally Financial – Servicing
01.2013 - 01.2014
Relationship Management Team Lead – Single Point of Contact Department
GMAC Mortgage/Ally Financial
01.2011 - 01.2013
Workforce Management Analyst – Call Center Operations
GMAC Mortgage/Ally Financial
01.2009 - 01.2011
Dialer Analyst – Call Center Operations
GMAC Mortgage/Ally Financial
01.2007 - 01.2009
PIA Team Supervisor
GMAC Mortgage/Ally Financial
01.2006 - 01.2007
Business Analyst – New Loan Setup and Loan Reconciliation
GMAC Mortgage/Ally Financial
01.2005 - 01.2006
Systems Administrator/Contact Agent Supervisor
Alcatel USA, Inc.
01.2001 - 01.2005
Bachelor of Science - Business Administration, 3 Years Undergraduate work – College of Computer Science
University of Texas At Dallas
Similar Profiles
Karl SaxeKarl Saxe
Lead Director, Digital Product at Ally Financial, Inc - Ally Credit Card (formerly Fair Square Financial, LLC)Lead Director, Digital Product at Ally Financial, Inc - Ally Credit Card (formerly Fair Square Financial, LLC)
Andreas SpigosAndreas Spigos
Independent Contractor at Credit Card Processing & PosIndependent Contractor at Credit Card Processing & Pos
KIANNA NICHOLASKIANNA NICHOLAS
FRAUD AND COMPLIANCE OFFICER at CARIBBEAN CREDIT CARD CORPORATIONFRAUD AND COMPLIANCE OFFICER at CARIBBEAN CREDIT CARD CORPORATION