MELISSA D. BECKER
San Antonio,TX
Summary
Ambitious Business Process /Quality Analyst aiming to leverage over 10 years of expertise in spearheading business solutions to optimize organizational performance. Well-versed in liaising between IT professionals and business leaders to transform business goals into actionable improvements and profitable outcomes. Demonstrated success in developing and interpreting logical data models to identify opportunities for performance improvement.
Overview
20
20
years of professional experience
Work History
Quality Assurance Lead
Kohl’s
San Antonio, TX
2018.09 - Current
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Performed internal audits to maintain operating procedure and regulatory standards compliance while exceeding individual performance goals by 10%.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Directed day-to-day quality assurance department activities, establishing rapport with 26 team members to facilitate effective communication and coordination.
Business Process/Implementation Consultant
Wells Fargo
West Des Moines, IA
2012.06 - 2018.09
- Devised processes for SCRA foreclosure review, identifying legally permissible exceptions saving company millions in potential fines.
- Identified over 10k non-compliant service transferred accounts, developed reporting, and implemented remediation mitigating regulatory financial impacts.
- Managed and implemented multiple complex customer remediation projects in conjunction with DOJ, CFPB and OCC audits along with Consent Orders.
- Strengthened loan servicing by reviewing process data, developing solutions and monitoring implementation.
Loan Administration Manager
Wells Fargo
San Antonio, TX
2002.02 - 2012.06
- Created manual back-end process for HAMP eligible loans in 60 days meeting regulatory deadline, including procedures, operational controls, hiring and training.
- Developed and implemented productivity reports to monitor, forecast and analyze staffing.
- Built out new Office of the President team responsible for responding to escalated regulatory and executive complaints, increasing staffing 150% in 6 months.
- Created compliance audits and testing for internal loan servicing departments as 1st line defense mitigating risk.
Education
BBA - Accounting
The University of Texas At San Antonio
San Antonio, TXSkills
- Problem Solving
- Trend Data Analysis
- Executive-Level Presentations
- Detail-Oriented
- Staff Development
- Critical Thinking
Timeline
Quality Assurance Lead
Kohl’s
2018.09 - Current
Business Process/Implementation Consultant
Wells Fargo
2012.06 - 2018.09
Loan Administration Manager
Wells Fargo
2002.02 - 2012.06
BBA - Accounting
The University of Texas At San Antonio