Dana Hoffman
Perry,IA
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work History
Lead Business Accountability Specialist, Vice President
Wells Fargo
West Des Moines
11.2022 - 08.2024
- Monitor critical metrics and indicators to identify control weaknesses within the process
- Conduct thematic analysis to identify drivers of policy adherence deficits and control gaps
- Escalate control gaps into the appropriate issue management routines
- Maintain the key metric inventory (intent, definition, and calculation) to ensure an appropriate control measurement environment identify and document controls across all processes in accordance with BPM standards
- Assesses control effectiveness across complaints and supporting processes; define new controls as needed.
Business Execution Manager
Wells Fargo
07.2019 - 11.2022
- Manual Review of Customer Remediation
- Quality Manager 3 – SORM, Transactional Quality Review of Customer Remediation
- Training, coaching, mentoring, developing, hiring, and retaining a diverse workspace
- Workflow Management, production monitoring, Quality, and process improvement efforts
- Oversee review activities that will provide reasonable assurance that the remediation execution is completed according to the approved plan and with a high degree of quality
- Ensure all review results are stored according to the customer Remediation policy requirements
- Prepare Management reporting
- Maintain knowledge of latest guidance on review activities
- Partnering and calibrating across Home Lending and the customer Remediation Center of Excellence on quality activities.
Quality Assurance Analyst III, Team Lead
Co-Brand, Dillard’s
01.2014 - 07.2019
- Manage testing and monitoring Dillard’s Private Label; Fraud, Data Entry, Dillard’s Credit Applications, In Store Cash Payments – UARS, Commercial Accounts, Credit Balance Refunds – External Status, UDAPP, Military Lending Act, Elite Status, Marketing and Rewards QA Reviews, disputes and questions
- Training, coaching, mentoring, developing, hiring, and retaining a diverse work force
- Designed and created a standardized template for my department job aids, procedures, attributes, and test scripts
- Excellent verbal, written and interpersonal communication skills; ability to flex multiple audiences
- Strong analytical skills with high attention to detail and accuracy
- Reviewing testing strategies and methodologies; evaluating the adequacy and effectiveness of policies, procedures, processes, initiatives, products, and internal controls; and identifying issues resulting from internal and/or external compliance examinations
- Evaluate and rate control design and performance
- Provide creditable challenge and recommendations resulting from testing engagements to risk and business partners
- Consult with business partners to effectively manage change in ensuring adequate corrective actions are in place to ensure policy compliance
- Outstanding problem solving, analytical and decision- making skills
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- NICE administrator
- Quality Process reviews requiring documenting results and providing recommendations
- Functional QA, Risk and Compliance testing
- Pipeline Quality Control Testing
- Process/Control Risk identification
- Proven skill set around developing and maintaining a QA process along with ability to communicate findings professionally
- Implementing new processes
- Effectively interacting with a broad range of risk professionals, senior management, and regulators throughout the organizations
- Ability to identify and evaluate trends, gaps in the process, efficiency opportunities
- Isolate root cause and provide swift/thorough resolutions.
Quality Monitor II
Property Preservation
01.2014 - 03.2015
- Drafting and/or uploading moderate to highly complex business procedures
- Monitored and evaluated the quality of inbound and outbound customer calls for home modifications
- Documented Quality issues and performance measure for management review
- Provides information and assists in the feedback and formal education process of other employees
- Knowledge of bank regulations, compliance, policies, process, and procedures
- Utilized Verint and NICE to locate calls for auditing
- Utilized MSP, I AM, ICMP, ERLMF and SPC CIS to research loans
- Utilized Microsoft Excel, Outlook, Word, and SharePoint in daily tasks
- Managing multiple tasks within a fleeting time limit
- Assisting in multiple investor groups; Bank and Private, Fannie Mae, Freddie Mac, Wells Owned, and WMSA
- Knowledge of Default Servicing Quality Monitoring Call Elements of Home Preservation
- Provide training to new hires.
Collector I
Overdraft, Collections for Checking and Savings (ODCR)
05.2012 - 01.2014
- Received inbound and outbound calls to find financial solutions for the customer
- Processed payments and payment plans
- Mentored and coached peers
- Utilized skip tracing to find up to date customer information.
United States Army
08.2002 - 06.2006
- Parts, Log and Logistics Clerk – S1 – Human Resources - Lead
- Humvee / Light wheel mechanic
- Ensured soldiers personnel files were accurate and not missing documentation
- Created, edited and completed soldier’s corrective action, training, coaching, personal time off, promotion and demotion, and monthly performance paperwork
- Assisted soldier’s in creating and submitting medical profile, ETS and stop loss paperwork
- Researched, ordered, processed, received, and delivered work orders for the battalion
- In charge of multi-million dollars parts for the battalion motor pool
- Assessed faculty and produced driver’s licenses for all soldiers within the battalion to ensure they had proper licensing
- Conducted security checks on all vehicles and trailers within the motor pool to ensure they were working appropriately
- Reviewed, researched, and conducted fix it orders on all vehicles and trailers within the motor pool
- Conducted check out orders for soldiers requesting to utilize equipment
- Utilized T manuals to complete fit it orders.
Timeline
Bachelor of Science - Management Of Human Resources
Capella University
10.2024 - Current
Lead Business Accountability Specialist, Vice President
Wells Fargo
11.2022 - 08.2024
Business Execution Manager
Wells Fargo
07.2019 - 11.2022
Quality Assurance Analyst III, Team Lead
Co-Brand, Dillard’s
01.2014 - 07.2019
Quality Monitor II
Property Preservation
01.2014 - 03.2015
Collector I
Overdraft, Collections for Checking and Savings (ODCR)
05.2012 - 01.2014
Associate of Science - Business Adminstration
American InterContinental University
01.2010 - 09.2011
United States Army
08.2002 - 06.2006
High School Diploma -
Perry High School
08.1999 - 11.2002
Education
High School Diploma -
Perry High School
Perry, Iowa 08.1999 - 11.2002
Associate of Science - Business Adminstration
American InterContinental University
Schaumburg, IL 01.2010 - 09.2011
Bachelor of Science - Management Of Human Resources
Capella University
Minneapolis, MN 10.2024 - Current
Skills
- Root Cause Analysis
- Quality Assurance
- Supply Management
- Resource Allocation
- Customer Relations
- Management collaboration
- Quality Assessment
- Expert in Microsoft 365
- Compliance Monitoring
- Operational Efficiency
- Staff Development
- Audit Coordination
- Training and coaching
- Results-Oriented
- Financial Oversight
- Active Listening
- Negotiation
- Budgeting expertise
- Business Administration
- Workforce Management
- Performance Management
- Policy Implementation
- Strategic Planning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Professional Working
Interests
Photography
Knitting
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Healthcare benefitsPaid sick leave401k matchPaid time offFlexible work hoursWork-life balanceCareer advancementWork from home optionSimilar Profiles
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