Joslyn Lira
Forest Grove,United States
Summary
Results-driven Business Support Consultant with 18+ years of experience in financial services, specializing in operational excellence, enterprise risk management, and large-scale process optimization. Proven ability to lead cross-functional initiatives, strengthen control frameworks, and drive automation across collections, and business operations. Recognized for delivering measurable improvements in efficiency, compliance, and execution while partnering and collaborating with Risk, Legal, Stakeholders and Compliance to solve complex business challenges.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Support Consultant
Wells Fargo
United States
01.2020 - 01.2026
- Lead and facilitate enterprise wide efforts across collections, and customer service operations, ensuring alignment with strategic priorities
- Implemented risk assessment frameworks to strengthen compliance with regulatory requirements that mitigated potential risks.
- Oversee audit and risk programs spanning 400+ controls, coordinating reviews, assessments, and remediation activities
- Drive end-to-end process improvement initiatives, identifying inefficiencies and implementing scalable solutions
- Design and implement automation strategies to reduce manual processing and enhance operational speed and accuracy
- Develop, document, and standardize processes and procedures to improve consistency and audit readiness
- Facilitate cross-functional collaboration to align business objectives, improve communication, and drive execution
- Directed and executed project deliverables to enhance business process efficiency.
- Collaborated with cross-functional teams to support project implementation and process optimization.
- Analyzed business processes and utilized data to identify trends, risks, and opportunities for continuous improvement and efficiency enhancements.
- Developed and maintained strong relationships with key stakeholders, effectively communicating progress updates or necessary adjustments to ensure alignment with overall business objectives.
- Provided expert guidance in the development of strategic business plans, setting realistic goals and timelines for achievement.
- Coordinated cross-functional teams to streamline business operations and enhance service delivery.
- Collaborated with stakeholders to translate business deliverables into actionable business and functional requirements, ensuring clarity for report development and testing.
- Developed and presented executive summaries and presentations that effectively communicated findings and deliverables to key stakeholders and senior leadership.
Business Process Analyst VP
Wells Fargo
United States
10.2014 - 01.2020
- Designed and implemented an Internal Quality Assurance program from the ground up, including frameworks, standards, hiring and training of employees to perform reviews.
- Conducted detailed reviews of 400+ processes, identifying compliance risks, and alignment/improvement opportunities
- Partnered with leadership to implement corrective actions and drive continuous improvement initiatives
- Ensured all operations adhered to internal policies, procedures and external regulatory requirements
- Analyzed business processes to identify areas for improvement and streamline operations.
- Collaborated with cross-functional teams to gather requirements and document workflows.
- Developed process maps and documentation to enhance understanding of current operations.
- Assisted in implementing new technologies to improve efficiency and reduce manual tasks.
- Streamlined business processes by analyzing and identifying areas for improvement, reducing inefficiencies and boosting productivity.
- Aligned various product lines to optimize business processes and improve workflow.
Operations Team Lead
Wells Fargo
United States
10.2012 - 04.2016
- - Led backend servicing operations team, managing daily execution, workload distribution, and performance outcomes
- - Provided coaching, mentoring, and development to team members to improve productivity and quality
- - Collaborated with leadership to align team objectives with business goals and performance expectations
- - Monitored key metrics and addressed performance gaps through targeted action plans
- Developed training materials to enhance onboarding experience for new team members.
- Conducted regular performance reviews, providing constructive feedback to optimize individual contributions.
Operations Processor
Wells Fargo
United States
11.2009 - 09.2012
- Processed high-volume transactions with accuracy and attention to detail.
- Assisted in resolving customer inquiries and issues effectively.
- Maintained records and documentation in compliance with regulatory standards.
- Supported daily operations by managing data entry tasks efficiently.
- Provided training and support to new hires, contributing to a cohesive and knowledgeable team environment.
- Managed multiple priorities effectively, ensuring all tasks were completed within required deadlines.
Credit Collections Specialist
Wells Fargo
United States
09.2007 - 10.2009
- - Managed high-volume portfolio of customer accounts while ensuring regulatory compliance
- - Negotiated payment arrangements and resolved complex customer issues
- - Consistently exceeded performance and quality targets in a fast-paced environment
- - Maintained detailed documentation and ensured adherence to policies and procedures
- - Built strong communication skills through customer interaction and problem resolution
Education
Certificate of Completion Project Management - Project Management
University of Oregon
United StatesHigh School Diploma - undefined
Aloha Highschool
Beaverton, Oregon, United States01-2007
Skills
- Process Improvement & Automation
- Operational Excellence & Improvement
- Risk & Compliance Management
- Change management
- Excel, Powerpoint, Word, JIRA
- Audit Leadership & Control Governance
- Root Cause Analysis
- Cross-Functional Leadership
- Strategic Planning & Execution
- Performance Metrics & Optimization
- Documentation
- Problem Solving Skills
- Communication Skills
- Procedure Implementation
- Quality Assurance
- Corrective Action
- Staff Training
- Risk Analysis
- Coaching
Certification
- Project Management
- Received project management certificate from university of oregon.
Timeline
Business Support Consultant
Wells Fargo
01.2020 - 01.2026
Business Process Analyst VP
Wells Fargo
10.2014 - 01.2020
Operations Team Lead
Wells Fargo
10.2012 - 04.2016
Operations Processor
Wells Fargo
11.2009 - 09.2012
Credit Collections Specialist
Wells Fargo
09.2007 - 10.2009
High School Diploma - undefined
Aloha Highschool
Certificate of Completion Project Management - Project Management
University of Oregon
WORK AUTHORIZATION
- I am authorized to work in the following countries:
- United States