Dayana Sanchez
Overview
10
10
years of professional experience
Work History
Servicing Systems Communication Analyst II
New American Funding
Austin, TX
04.2025 - Current
- Serve as primary contact for mortgage operations and third party vendor IT developers.
- Convert business needs into clear technical specifications for implementation.
- Collaborate with third-party vendors and business units to manage client communications and reporting.
- Administer testing and rollout of written and digital system communications.
- Manage and update company website and consumer facing digital applications effectively.
- Ensure compliance of written communications with mortgage and lender policies.
- Test and implement letter programming in Black Knight MSP utilizing multiple data points.
- Manage and coordinate large scale communication projects involving third party vendors, business units, legal and compliance teams.
- Collaborate with the Marketing Team to maintain consistent branding and messaging across all customer facing communications and resources.
- Provide cross functional training to servicing systems analysts
- Serve as backup support for systems analysts to ensure business needs are consistently met.
- Lead third party and business unit meetings for status updates and issue resolution, ensuring deliverables meet quality and timeline expectations
Servicing Systems - Business Analyst
New American Funding
Austin, TX
04.2024 - 04.2025
- Converted business needs into clear technical specifications for implementation.
- Administered testing and rollout of written and digital system communications.
- Ensured compliance of written communications with mortgage and lender policies.
- Tested and implement letter programming in Black Knight MSP utilizing multiple data points.
- Collaborated with the Marketing Team to maintain consistent branding and messaging across all customer facing communications and resources.
Home Retention Outreach Team Lead
New American Funding
Austin, TX
03.2022 - 04.2024
- Supported Home Retention Outreach Supervisors in supervising call center specialists to enhance team performance.
- Train newly hired agents and team leads on the phone system, including inbound and outbound dialer calls.
- Assist the call center specialists with permissions, talk-offs, rebuttals, and de-escalation.
- Guided call center specialists in identifying and resolving issues to improve service delivery.
- Communicate with appropriate parties to escalate issues and find solutions, such as IT Helpdesk, Phone Help Desk, Servicing Systems Support, and Coaching.
- Analyzed recorded calls to identify coaching opportunities and enhance agent performance.
- Complete and analyze reports in detail.
- Complete call-outs for supervisor escalations
- Handled inbound calls to provide customer support.
- Collaborate in the Latino Focus process by ensuring Einstein pages and P&P's are translated and updated accurately before submissions.
- Assist in the bilingual new hire interviews.
- Utilize letter templates and convert them into letterheads when necessary to be emailed to the borrowers (e.g., 401K and Forbearance Plan letters).
Home Retention Outreach Specialist III
New American Funding
Austin, TX
10.2021 - 03.2022
- Assist with the completion of assistance reports and extensions
- Coordinated and completed department email correspondence to ensure timely communication with borrowers
- Process LMS assistance workouts in Black Knight
- Answer inbound phone inquiries from borrowers regarding the status of loss mitigation and foreclosure process
- Initiate outbound contact with borrowers to determine reason for default, borrower intent and identify potential loss mitigation options/solutions.
- Accessed information in multiple systems to provide borrowers with accurate terms, important dates, and deadlines
- Interview borrowers to understand borrowers' specific situation
- Ensure compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines
- Provide information to borrowers concerning escalation/complaint procedures and process per CFPB guidelines
Home Retention Outreach Specialist I
New American Funding
Austin, TX
10.2020 - 10.2021
- Responded to inbound phone inquiries from borrowers about loss mitigation and foreclosure status, facilitating informed decision-making
- Initiate outbound contact with borrowers to determine reason for default, borrower intent and identify potential loss mitigation options/solutions.
- Access information in multiple systems to inform borrowers of terms, important dates and deadlines
- Conducted interviews with borrowers to assess individual situations and identify tailored loss mitigation options
- Ensured compliance with federal and state mortgage laws, regulations, and investor requirements.
- Informed borrowers of escalation and complaint procedures in accordance with CFPB guidelines, ensuring compliance and clarity
Sales Administrator
Global Resale
Austin, TX
12.2019 - 03.2020
- Order Entry
- Update and maintain order fulfillment process through salesforce
- Resolved order errors to improve fulfillment accuracy and bolster customer satisfaction.
- Communicate with clients daily
- Work and communicate with internal operations team
- Developed work process documents to streamline operational workflows.
- Pay attention to detail and keep up with a fast-paced environment
- Collaborated in meetings to address and resolve client concerns.
Counter Sales Associate
Reinforcing Steel Supply
Austin, TX
10.2019 - 12.2019
- Process orders in the store & over the phone while entering them into the system
- Served customers by explaining products and successfully upselling additional items
- Provide product quotes promptly
- Answered and managed high volume of incoming calls while multitasking effectively
- Stock store merchandise & provide low inventory counts to the purchasing department
- Managed documentation for customer product repairs and returns, ensuring accurate record-keeping
VIP Customer Service & Sales Lead
Voodoo Room
Austin, TX
03.2018 - 09.2019
- Upsold promotional liquors and additional bottles to enhance guest experience at each party
- Assembled VIP bottle service kits with garnishes, mixes, and bottles.
- Deliver VIP bottle service and provide timely & high-quality customer service
- Continuously multitask & manage a fast-paced environment
- Train & supervise new team members
- Advertise through social media to increase sales
- Communicated with staff members to coordinate efforts and ensure seamless guest experiences
- Ensured VIP sections were clean and organized post-event to enhance guest experience
Advancement Service - Data Entry
Texas State University-San Marcos
San Marcos, TX
02.2016 - 12.2018
- Update student/alumni’s, and staff database
- Filed receipts and mailed documents to ensure timely delivery and record-keeping
- Assisted administrators with daily tasks to support office operations
- Created process documents to standardize procedures and improve team workflow
- Constituent research
- Answer main phone line & direct calls when required
- Dispose properly of documents
- Trained new student employees on office procedures and best practices for efficiency.
- Functioned as a receptionist.
Education
BBA - Marketing
Texas State University
San Marcos, TX05-2019
Skills
Salesforce knowledge
MSP Mortgage Servicing Software Expertise
Knowledge of FNMA, FHLMC, GNMA, FHA/VA policies and procedures
B2C sales strategies
Customer service excellence
Proficient PC skills
MS Word proficiency (55 WPM)
Analytical skills
Time management
Adaptability
Coachable attitude
Attention to detail
Strong communication skills
Bilingual proficiency
Timeline
Servicing Systems Communication Analyst II
New American Funding
04.2025 - Current
Servicing Systems - Business Analyst
New American Funding
04.2024 - 04.2025
Home Retention Outreach Team Lead
New American Funding
03.2022 - 04.2024
Home Retention Outreach Specialist III
New American Funding
10.2021 - 03.2022
Home Retention Outreach Specialist I
New American Funding
10.2020 - 10.2021
Sales Administrator
Global Resale
12.2019 - 03.2020
Counter Sales Associate
Reinforcing Steel Supply
10.2019 - 12.2019
VIP Customer Service & Sales Lead
Voodoo Room
03.2018 - 09.2019
Advancement Service - Data Entry
Texas State University-San Marcos
02.2016 - 12.2018
BBA - Marketing
Texas State University