DENISE CUMBERLAND

Exclusive Internal Point of Contact:

• Acted as the exclusive point of contact for 300 end users, providing expert support for the company's loan origination software (Encompass).

Team Management:

• Managed workload of four external vendor admins in a three-environment system design.

Technical Expertise:

• Demonstrated proficiency in VB.NET to create and maintain complex business rules.
• Implemented and maintained external transfer processes using XML.

Process Improvement:

• Implemented a streamlined method for software enhancements, resulting in a 39% increase in deployments delivered in the first year.

Collaboration and Innovation:

• Coordinated discovery meetings with management and end users to develop creative system enhancements, streamlining processes and reducing loan processing errors and time.

Documentation and Requirements:

• Created detailed requirement documentation for enhancement requests, reducing mid-project requirement changes and speeding up deployment.
• Translated non-technical requests from end users and produced technical requirements.

Security and Documentation:

• Maintained user accounts, permissions, and security settings.
• Established detailed documentation of account changes, reducing time spent on security audits.

Support Desk and Training:

• Served as an escalation point (tier 3) for internal help desk, opened cases with software support teams, and trained internal support desk staff.

Vendor Relations:

• Collaborated with multiple third-party vendors on pilot programs and integration implementations within Encompass.

Responsibilities:

• Troubleshot all case management system (CaseAware) issues, resolving them promptly to ensure smooth operations.
• Managed document templates within the case management system, maintaining accurate and up-to-date templates.
• Initiated a time management process that significantly reduced processing times, minimized user errors, and contributed to a reduction in paper usage.
• Established an audit tracking structure for multiple departments, improving transparency and compliance.
• Conducted incisive training sessions for attorneys and daily system users, offering both one-on-one and group training. Created detailed training guides to enhance user knowledge.

Achievements:

• Successfully completed testing for all software updates and enhancements, ensuring the system's reliability.
• Managed various projects assigned by management as needed, delivering them on time and within budget.
• Compiled data weekly and monthly for management and Fannie Mae reporting, ensuring accuracy and timeliness.
• Reviewed invoices for accuracy before submission to clients, reducing billing errors.
• Researched and responded to all client audit exceptions, maintaining client satisfaction and compliance.
• Managed procedures and policies of the default department, making efficiency and performance optimization recommendations to senior partners.