Marlana Aralola
Sherman,TX
Summary
Energetic, dedicated leader with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects and aggressive goals. Skilled in teaching new concepts and best practice strategies, while motivating and building positive team dynamics with a communicative culture where employees feel empowered to contribute to company's success.
Overview
18
18
years of professional experience
Work History
Americas Tax Learning Curriculum Leader
Ernst & Young LLP
07.2022 - Current
- Lead development and execution of Indirect Tax learning strategy, aligning with global objectives and regional stakeholder needs, enhancing development experience for over 2000 employees across 15 functions.
- Foster culture of continuous learning through feedback, evaluations, and strategic partnerships, establishing reputation for delivering high-quality training solutions that boost engagement and performance.
- Enhancing talent acquisition and onboarding excellence with comprehensive orientation programs, while managing budgets to ensure impactful learning experiences that align with organizational goals.
- Champion change management initiatives and conduct thorough training evaluations, ensuring adaptive and data-driven continuous improvement in professional development.
Americas Tax Learning Operations Manager
Ernst & Young LLP
01.2021 - 06.2022
- Acted as key learning and development advisor for Indirect Tax and Tax Technology, driving strategic training initiatives and aligning with leadership to address skill gaps.
- Crafted dynamic, experiential training programs utilizing eLearning, virtual, in-person, and gamified methods, ensuring learner engagement.
Assessed program impact through surveys and focus groups, delivering insightful analyses and recommendations for continuous improvement.
Streamlined operations and enhanced team efficiency through development of robust systems and procedures. - Monitored and reported key performance metrics, informing senior management decisions.
- Managed budgets with precision, ensuring timely and cost-effective project delivery.
Operations Manager & Indirect Tax Data Protection Liaison
Ernst & Young LLP
10.2018 - 12.2020
- Strategically supported VAT practice's operations of approx. 100 professionals, working closely with practice leader to advance strategic goals, streamline daily operations, and align initiatives with practice objectives.
- Identified operational gaps, spearheaded projects, and delivered insightful analyses to leadership for informed decision-making.
- Drove process improvements to enhance organizational efficiency and foster practice growth.
- Provided project management for key initiatives, including market strategies, learning and development, and client engagement events.
Collaborated with Data Protection and Tax Quality teams to manage data security incidents and ensure HIPAA annual training compliance.
Infrastructure Projects Senior Associate – Operations Coordinator
Ernst & Young LLP
10.2015 - 10.2018
- Managed competing priorities across Indirect Tax functions, consistently delivering high-quality results.
- Supported infrastructure projects with training development, material creation, and process documentation.
- Analyzed key projects, providing actionable insights to leadership.
Developed and administered surveys, generating reports with critical statistics. - Coordinated project management for internal/external events, collaborating with vendors and EY teams.
Onboarded and mentored new team members, fostering a collaborative culture. - Partnered with cross-functional teams to ensure timely and successful project completion.
- Implemented risk mitigation strategies to safeguard project integrity.
Led development of Indirect Tax Data Protection team, enhancing firm-wide data security practices and compliance. - Designed marketing and process materials, including a SharePoint site for Data Protection team.
Infrastructure Projects Associate – Resource Development
Ernst & Young LLP
10.2014 - 10.2015
- Conducted project analysis, reporting metrics to identify enhancement opportunities for departmental programs.
- Generated and managed operational reports detailing key performance indicators, training accuracy, and survey outcomes.
- Supported Recruiting and Scheduling with technology hiring, coordinating interview events, sourcing candidates, and onboarding new hires.
- Orchestrated temp-to-hire orientations, Local Office Orientation, and managed temp-to-hire separation processes.
ACA Associate
Ernst & Young LLP
09.2013 - 10.2014
- Communicated with clients at all levels regarding Affordable Care Act legislation through various channels.
- Collaborated with internal teams to maintain performance standards, data delivery, and report scheduling.
- Prepared and distributed Marketplace documentation and appeals for clients.
- Supplied educational materials and conducted audits to guarantee accuracy of ACA notices.
- Administered Work Opportunity Tax Credit screenings and managed barcode assignments for unemployment claims.
Lodging Support Services & Financial Operations Agent
Expedia Inc.
06.2013 - 09.2013
- Managed accounts payable and receivable for hotelier lodging expenses.
Handled dispute resolutions and vendor account management as a tier one financial operator. - Assisted with tier three client escalations and lodging relocations via phone support.
- Processed purchasing and billing inquiries, facilitating account credits for vendors and customers.
- Coordinated with banks and merchants to ensure smooth credit transactions.
- Kept meticulous records of client interactions, transactions, and policies for efficient agency operations.
Customer Care Research Specialist I / Account Supervisor
JPMorgan Chase Home Lending
10.2010 - 05.2013
- Led customer care team of 15-20, offering frontline support and reducing call escalations.
- Managed and resolved client escalations, ensuring high-quality service delivery.
- Analyzed team's escalation patterns, developed targeted training to enhance agent skills.
- Implemented new policies and streamlined procedures to adapt to evolving service requirements.
- Conducted specialized software training, boosting department efficiency through improved workflows.
- Produced in-depth research reports, delivering strategic insights to decision-makers.
- Processed loan review requests using mortgage software, ensuring compliance and accuracy in servicing.
Innovated solutions for procedural gaps, enhancing departmental effectiveness. - Oversaw loan documentation, verifying adherence to legal standards and underwriting guidelines.
- Expertise in Adjustable-Rate Mortgages (ARM), Conventional, and Government-Insured loans.
- Supported post-closing activities, coordinated with clients to finalize loan packages and facilitate new loan closings.
Customer Care Professional /Agent Interaction Developer
JPMorgan Chase Home Lending
10.2008 - 10.2010
- Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques, while utilizing multiple computer systems
- Assisted team leads and Supervisor, aiding agents with procedures for mortgage servicing
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results
Origination Analyst/Post Closing
JPMorgan Chase Home Finance
11.2007 - 04.2008
- Ensured mortgage origination packages met underwriting and lending criteria through detailed reviews.
- Coordinated with clients and third parties to correct loan documentation errors.
- Input data into mortgage systems following comprehensive analysis.
Conducted rigorous compliance checks on credit, income, and asset documentation. - Processed and dispatched signed loan assignments for courthouse recording.
- Managed final document delivery to investors and tracked pending items.
Distributed title policies, recorded mortgages, and assignments to investors within deadlines. - Handled documentation and reports for loan purchases by investors.
Executed mailing of assignments and customer notifications, maintaining accurate records.
Legal Assistant
Atul Patel
04.2006 - 11.2006
- Facilitated the transfer of legal documents to attorneys, tax authorities, and real estate professionals.
- Handled unemployment compensation claims with meticulous attention to detail.
- Managed incident and accident reports for local properties.
Upheld confidentiality standards in compliance with legal and ethical guidelines. - Executed legal document filing, managed communications, and coordinated appointments.
- Oversaw customer service operations, including inventory management, complaint resolution, and inquiry follow-ups.
Education
Business Management and Administration -
University of Phoenix
San Antonio, Texas01.2008
Legal Assistant -
Career Point College
San Antonio, Texas01.2006
Skills
- Skilled in partnering with executive leadership to translate strategic visions into actionable plans, driving business growth and operational excellence
- Leadership cultivation, team motivation, coaching, and talent acquisition
- Process optimization, quality control, and strategic operations management
- Proficient in project management, adept at delivering complex initiatives on time and within budget through strategic planning and cross-functional team collaboration
Affiliations
- Professional Women's Network, 2015, Current, Member Toastmasters International, 2015, 2018, Member Latino Professional Network, 2014, Current, Member Order of Eastern Star, 2014, Current, Member
Qualifications
Microsoft Office Suite (Word, Excel, Power Point, Publisher, Outlook, SharePoint, Project, Visio, Power Automate), Fidelity Lending Portal, LPS, FSD, RE, ProDoc, Nice Analytics, DLP, Cross-functional project management concepts, methods and practices, creating business plans and work streams, efficiently synthesize project information and accurately establish project scope, set project costs and productivity benchmarks, effectively develop working relationships with stakeholders at all levels, and change management knowledge, Ability to conduct interviews, train interviewers, and facilitate decision-making regarding offers, Risk management, information technology applications, and processes
Timeline
Americas Tax Learning Curriculum Leader
Ernst & Young LLP
07.2022 - Current
Americas Tax Learning Operations Manager
Ernst & Young LLP
01.2021 - 06.2022
Operations Manager & Indirect Tax Data Protection Liaison
Ernst & Young LLP
10.2018 - 12.2020
Infrastructure Projects Senior Associate – Operations Coordinator
Ernst & Young LLP
10.2015 - 10.2018
Infrastructure Projects Associate – Resource Development
Ernst & Young LLP
10.2014 - 10.2015
ACA Associate
Ernst & Young LLP
09.2013 - 10.2014
Lodging Support Services & Financial Operations Agent
Expedia Inc.
06.2013 - 09.2013
Customer Care Research Specialist I / Account Supervisor
JPMorgan Chase Home Lending
10.2010 - 05.2013
Customer Care Professional /Agent Interaction Developer
JPMorgan Chase Home Lending
10.2008 - 10.2010
Origination Analyst/Post Closing
JPMorgan Chase Home Finance
11.2007 - 04.2008
Legal Assistant
Atul Patel
04.2006 - 11.2006
Business Management and Administration -
University of Phoenix
Legal Assistant -
Career Point College