Azure Dev Ops
Lance Allison
Saint Paul,MN
Summary
Experienced support specialist with a robust background in mortgage quality control. Proficient in managing technical concerns, client support, and software troubleshooting with a track record of improving operational efficiency. Skilled in relationship-building, critical thinking, and adept at navigating mortgage regulations. Proven ability to deliver high-quality client training and support.
Overview
14
14
years of professional experience
Work History
TENA Web Services Support Specialist
TENA Companies
St. Paul, MN
09.2021 - Current
- Provided technical support and training via WebEx and email, enhancing client understanding and application use.
- Identified and documented application issues, contributing to improved software functionality.
- Implemented client feedback into development processes, ensuring user-centered application improvements.
- Designed and performed user acceptance and regression testing of new and existing application features.
Solutions Desk Advisor
TENA Companies
St. Paul, MN
09.2013 - 09.2021
- Advised clients on mortgage quality control needs and provided expert solutions on regulations and compliance practices
- Customer representative for 75+ lending companies
- Answered audit questions on QC reports with advanced knowledge of Fannie Mae, FHA, Freddie Mac, VA, and Rural Housing regulations
- Collaborated with internal departments on audit solutions, invoicing questions, and technical assistance
Quality Control Edit Facilitator
TENA Companies
St Paul, MN
09.2012 - 09.2013
- Investigated consistency of mortgage audit workgroups with the editing team
- Provided feedback and potential solutions for mortgage auditors
- Trained new mortgage audit staff and helped develop the pre-audit reverification process and procedures
Mortgage Quality Control Auditor - Origination
TENA Companies
St. Paul, MN
03.2011 - 09.2012
- Performed detailed audits of mortgage origination files using TENA's audit testing script. Audits included a detailed review of credit packages, closing packages, appraisals, compliance, and underwriting.
- Investigated fraud and misrepresentation for clients on as-needed basis using Lexis/Nexis and title history reports, providing written findings of potential misrepresentation
Education
BBA - Organizational Management
University of Minnesota-Duluth
Duluth, MN05-2009
Skills
- Customer Relationship Management
- Software troubleshooting and support
- Data Analysis
- Client Training
- Regulatory Compliance
- Application Design
References
References available upon request.
Accomplishments
- Achieved client satisfaction through effective on-boarding and training of the TENA Web Services application.
- Collaborated with 10+ application developers and business unit staff in the development of TENA Web Services
- Created features and designed reports to meet customer needs which led to enhanced user experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteRemoteImportant To Me
Career advancementWork-life balanceCompany CulturePaid sick leave401k matchHealthcare benefitsSoftware
MockFlow
Interests
Current Events
History
Sports
Comedy
Timeline
TENA Web Services Support Specialist
TENA Companies
09.2021 - Current
Solutions Desk Advisor
TENA Companies
09.2013 - 09.2021
Quality Control Edit Facilitator
TENA Companies
09.2012 - 09.2013
Mortgage Quality Control Auditor - Origination
TENA Companies
03.2011 - 09.2012
BBA - Organizational Management
University of Minnesota-Duluth
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