Hi, I’m
Janine Hill
Information Technology
Arlington,TX
Summary
Performance-driven Leader with twenty years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
26
years of professional experience
Work History
GM Financial
AVP of Operations
02.2015 - 04.2024
Job overview
- Enhanced customer satisfaction by improving communication channels and addressing client concerns promptly.
- Streamlined operational processes by implementing efficient workflow systems and reducing redundancies.
- Guided strategic planning initiatives that aligned department goals with broader organizational objectives.
- Oversaw staff training initiatives for continuous professional development, empowering employees with skills needed for success.
- Collaborated with cross-functional teams to develop and implement new policies and procedures, resulting in positive organizational change.
- Spearheaded process improvements that led to reduced turnaround times and increased output quality in high-pressure environments.
- Cultivated environment of continuous learning that encouraged employee growth and development, leading to increase in overall team performance.
- Championed culture of collaboration, fostering teamwork across departments for improved productivity and employee morale.
- Facilitated interdepartmental coordination efforts to streamline operations, achieve common objectives, and optimize overall performance levels.
- Implemented data-driven strategies to identify areas of improvement, leading to enhanced operational efficiency.
- Directed risk management efforts by identifying potential issues, assessing their impact, and implementing effective mitigation strategies.
- Leveraged technology solutions to automate repetitive tasks, freeing up time for more strategic decision-making activities.
- Identified bottlenecks within workflows through comprehensive analysis; implemented targeted interventions that resulted in significant productivity gains.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
- Established performance goals for department and outlined processes for achievement.
- Identified opportunities to improve business process flows and productivity.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Drove team engagement to achieve aggressive company targets.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
GM Financial
Manager of Operations
09.2013 - 02.2015
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Ensured compliance with industry regulations, maintaining safe working environment for staff members.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within company structure framework.
- Championed adoption of new technologies and digital transformation initiatives to streamline operations, enhance data-driven decision-making capabilities, and ultimately boost overall organizational performance levels.
- Assessed risk factors within business environment proactively, implementing contingency planning measures accordingly as needed to mitigate potential disruptions or setbacks in daily operations proceedings.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
GM Financial
Business Systems Analyst
01.2012 - 09.2013
Job overview
- Assessed business requirements to create focused solutions.
- Trained business personnel in use of systems.
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Managed multiple projects simultaneously, consistently meeting deadlines while maintaining high standard of quality workmanship.
- Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
- Collected, defined and analyzed business requirements.
- Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
- Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
- Conducted training sessions to empower users with knowledge necessary to utilize systems effectively.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Saxon Mortgage
Senior Business Analyst
08.2008 - 12.2011
Job overview
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Spearheaded change management efforts during major system implementations, minimizing disruptions to daily operations while maximizing employee buy-in for new processes.
- Collaborated with stakeholders to define project objectives and criteria.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
Saxon Mortgage
Customer Relations Team Leader
10.2004 - 08.2008
Job overview
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and implemented customer service policies and procedures.
- Reduced response times by optimizing the use of CRM tools and automating routine tasks.
- Fostered collaborative work environment by facilitating regular team meetings and open discussions.
- Coordinated with management to develop strategies for improving overall team performance and delivering exceptional customer experiences.
- Streamlined team communication for improved efficiency in handling customer concerns.
- Championed company values through exemplary leadership skills, inspiring trust and confidence among both colleagues and clients alike.
- Mentored junior staff members on best practices in customer relations, fostering professional growth within the team.
- Implemented effective conflict resolution strategies to maintain positive customer relationships.
- Established clear expectations and performance standards for team members, leading to increased accountability and motivation.
- Analyzed performance metrics to identify areas for improvement, implementing targeted initiatives to enhance results further.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bank One
Unit Leader
07.2002 - 10.2004
Job overview
- Boosted overall performance by identifying areas for improvement and providing targeted training programs.
- Established a positive work environment by promoting collaboration, fostering open dialogue, and addressing conflicts proactively.
- Evaluated team performance metrics regularly, identifying strengths and areas for growth to inform future strategies.
- Championed change initiatives within the unit, guiding staff through transitions while maintaining engagement levels.
- Enhanced team productivity by implementing effective communication strategies and streamlining processes.
Bank One
Loan Operations Specialist
03.1998 - 07.2002
Job overview
- Provided training and mentoring to new team members, helping them quickly acclimate to their roles and contribute effectively within the loan operations department.
- Facilitated smooth transitions during mergers or acquisitions, integrating new loans into existing systems seamlessly while maintaining high levels of customer service for affected clients.
- Maintained accurate records of all transactions, keeping detailed logs for audit purposes and regulatory reporting requirements.
- Reconciled discrepancies in financial data between internal systems and external sources as needed to maintain data integrity throughout the entire operation process.
- Explained very technical financial information to applicants in easy to understand language.
Education
Yucca Valley High SchoolYucca Valley, CA
High School Diploma
06.1991
Skills
- Operations Management
- Cross-functional Team Coordination
- Strategic planning and execution
- Process Improvements
- Succession Planning
- Customer Service
- Decision-Making
- Effective leader
- Relationship Building
- Customer Relations
- Performance Evaluation and Monitoring
- Employee Development
- Proficient in [Microsoft Office Suite, Microsoft Azure Dev Ops Boards, Service Now]
- Change Management
Hobbies
- I enjoy traveling with my husband exploring new places.
- My children are grown and we now have dogs to make our life fun as empty nester's.
- Music is an outlet I enjoy all types of music there is a song for every situation.
- We are a close family so I enjoy vacations where all three of our children are present. Lots of laughs when everyone is together.
Timeline
AVP of Operations
GM Financial
02.2015 - 04.2024
Manager of Operations
GM Financial
09.2013 - 02.2015
Business Systems Analyst
GM Financial
01.2012 - 09.2013
Senior Business Analyst
Saxon Mortgage
08.2008 - 12.2011
Customer Relations Team Leader
Saxon Mortgage
10.2004 - 08.2008
Unit Leader
Bank One
07.2002 - 10.2004
Loan Operations Specialist
Bank One
03.1998 - 07.2002
Yucca Valley High School
High School Diploma