Michelle Epner (Selby)
Saint Louis,MO
Summary
Experienced business professional skilled in managing product lifecycles and driving project success through strong analytical skills and a proven track record of impactful decision-making. Proficient in agile methodologies, stakeholder management, and roadmap development. Focuses on process improvement and stakeholder engagement. Excels at translating complex data into actionable insights. Committed to fostering team collaboration, adapting to changing needs, and consistently delivering tangible results. Recognized for clear communication, strategic planning, and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Product Owner
U.S. Bank
03.2022 - 09.2024
- Participate in identification, design, development and implementation of assigned projects, ranging from general to systems related in nature
- Interface with internal and external resources to ensure successful and timely completion in accordance with user needs
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations
- Analyzed customer feedback to identify areas for improvement
- Established metrics for success, evaluating product performance to inform future development strategies
- Collaborated with cross-functional teams to develop high-quality products that met customer needs
- Manage performance of project team and evaluate overall team performance
Mortgage Change Adoption and Support Specialist
U.S. Bank
06.2019 - 08.2022
- Developed and led large scale onboarding of internal and external users to new LOS, including creating training outline and leading on-line training sessions
- Created detailed internal and external user guides for new LOS with step by step user and role based direction
- Acted as continued system support providing issue diagnosis and resolution on new LOS for internal and external users after on-boarding
- Provided education to all resources impacted by change and ensured their understanding of change
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies
- Developed and maintained knowledge base to assist in faster resolution of common issues
- Facilitated smooth software migrations for customers, ensuring minimal disruption and high satisfaction
- Led workshops for users on new features and best practices, increasing customer engagement and product utilization
- Monitored sales and operations staff on adherence to standardized process and process changes, while offering coaching and education on appropriate processes to further effective job performance
Business Analyst, CMO
U.S. Bank
04.2017 - 06.2019
- Acted as liaison between internal and vendor Technology resources and Business line
- Collaborated with Business Development and Architecture to ensure design and development of systems met business needs while within delivery schedule
- Facilitated working sessions across diverse teams of stakeholders
- Led gap analysis sessions for data and/or processes, and made recommendations to resolve identified gaps
- Perform root cause analysis, defect resolution and test validation
- Provided sizing and delivery estimates for solution of business needs
- Maintained high level of customer experience, along with ensuring compliance of regulatory and audit requirements
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Project Manager
CitiMortgage
11.2014 - 03.2017
- Led matrix teams supporting cross-functional or specific functional area projects
- Partnered with business unit management to determine project priorities with established project management disciplines, and applied strong process, project and large matrix-team management skills, with clear results and proven resourcefulness
- Directed work prioritization, forecasting, scheduling and coordinating resources within assigned project
- Created and executed strategic direction and goals for project, including benefits
- Made decisions that were consistent with values, procedures and goals of the organization, in absence of instructions or without management pre-approval or review
- Identified critical paths for large projects, including sequencing of events to meet a delivery date
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Business Control Consultant
NationStar Mortgage
04.2013 - 11.2014
- Supported the Consumer Direct and Correspondent lending mortgage channels to ensure current loan origination and review processes are documented and remain within federal, legal, regulatory and compliance guidelines
- Collaborate with senior management and channel subject matter experts to identify potential for streamlining or improvement of current processes as well as solution for inefficiencies
- Worked closely with business partners in the analysis, design, development, implementation and operational support of business process initiatives to ensure quality, cost effectiveness, timeliness, and requirements are met
- Worked with various business stakeholders, including Quality Assurance, to research, investigate and evaluate processes and practices
- Monitor and validate the implementation of business process changes to ensure alignment with regulatory requirements, existing laws and to mitigate risk
- Support external or internal audits/reviews
- 2013 Star Employee Award Recipient
Program/Project Manager
CitiMortgage
02.2012 - 03.2013
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals
- Participated in and directed cross-functional and/or cross business projects and initiatives that enhanced the Correspondent Operations model while understanding and negotiating cost-effective and timely projects for implementation
- Managed complex, high-risk, high-visibility strategically aligned business and/or technology solutions
- Collaborated with external vendors in the creation of a Quality Insight tool that created measurable production pick up and efficiencies, as well as improved overall production quality
- Represented the channel on various aspects of technology initiatives, including creation of new LOS and delivery tools
- Represented Correspondent Operations interest on projects related to business process, ensuring Capacity, Cost and Risk were all given scope
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals
Business Planning & Analysis Senior Analyst
CitiMortgage
01.2009 - 01.2012
- Monitor and drive production through cross-functional daily MIS reporting, act as department liaison for creation/modification of current and proposed policy and procedures, identify opportunity and implement solution for process improvement and evaluate employee to customer correspondence
Customer Advocate, Affinity Lending/Pricing Specialist
CitiMortgage
01.2005 - 01.2009
- Serve as the primary support contact for sales, correspondent’s, broker’s and retail mortgage loan coordinator's in assisting with pricing related questions and issues, proactively assist clients with their mortgage loan pipeline as well as analyze, research and resolve loan file issues
Supervisor - Correspondent Operations
CitiMortgage
01.2004 - 01.2005
- Responsible for maintaining the production flow of file prepping to ensure file need requirements were met for India and Dallas worksites
- Worked closely with Pre Purchase Review supervisors to coordinate volume distribution and keep within set standards
Team Lead - Correspondent Lending
CitiMortgage
01.2003 - 01.2004
- Responsible for helping monitor production flow for Pre Purchase Review team as well as provide excellent customer service support to our correspondents through pipeline management and suspense issue resolution
Education
BA - Communications
University of Missouri
Saint Louis, MO08.2000
Skills
- Release Planning
- Business Analysis
- Product Backlog Management
- Roadmap Development
- Agile Methodology
- Data Analysis
- Training
- Operations and People Management
- Employee and Business Development
- Strategic Business Focus
- Technical Analysis
- Relationship Management
Timeline
Product Owner
U.S. Bank
03.2022 - 09.2024
Mortgage Change Adoption and Support Specialist
U.S. Bank
06.2019 - 08.2022
Business Analyst, CMO
U.S. Bank
04.2017 - 06.2019
Project Manager
CitiMortgage
11.2014 - 03.2017
Business Control Consultant
NationStar Mortgage
04.2013 - 11.2014
Program/Project Manager
CitiMortgage
02.2012 - 03.2013
Business Planning & Analysis Senior Analyst
CitiMortgage
01.2009 - 01.2012
Customer Advocate, Affinity Lending/Pricing Specialist
CitiMortgage
01.2005 - 01.2009
Supervisor - Correspondent Operations
CitiMortgage
01.2004 - 01.2005
Team Lead - Correspondent Lending
CitiMortgage
01.2003 - 01.2004
BA - Communications
University of Missouri
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