Summary
Overview
Work History
Skills
Timeline
Generic

Michelle Reaves

Helena,AL

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience

Work History

Implementations Manager/Client Success Manager

BeSmartee Digital Mortgage
07.2021 - 10.2023
  • As a Senior Implementation Specialist, PM, BA, SME, in this FinTech company specializing in a digital online mortgage application, point of sale software my responsibilities are four fold – Implementation, Project
  • Management, Business Analyst, and Subject Matter Expert from kick off to going live
  • Configuring, and implementing the POS software for lenders in the mortgage industry, offering a variety of products from 1st liens, NonQM, Reverse Mortgage, and HELOCs
  • Integrations include various Loan Operating Systems, IE
  • EnCompass, Mortgage Director, LQB
  • Mortgage Cadence, etc., as well as credit, product & pricing, fees verification of assets/employment vendors, etc
  • Work extensively with clients and at times maintain up to 10 implementations simultaneously
  • Use a consultative approach to onboarding new clients that is both empathetic to pain points and objectives
  • Developing strategies that are uniquely and highly organized for their individual company model
  • Liaison between clients, product owners, and development – high use of JIRA ticketing system
  • Provided expert guidance and consulting to customers, leveraging BeSmartee to meet and exceed their goals resulting 30% customer satisfaction ratings
  • Secondary in customer retention which went from 40% churn to 10% while fulfilling the role of Client

Project Manager /Scrum Master

PNC formerly BBVA Compass
01.2019 - 07.2021
  • Forefront on MBO prequalification project where MBO’s can prequalify or send DIY path to the consumer via digital application
  • Project management for white label roll out for HELOC that replaced in house system and streamlined to reduce days to close from 46.0 to 29.71
  • Serve as an escalation path for both internal and external problems until resolution is validated
  • Worked as a team to plan, estimate
  • Budget and release committed features and delivered all commitments while role as Scrum and Project Manager
  • Ensure that new and existing components being released are reliable and function as documented
  • Providing accurate testing and test planning estimates as input into the entire software development life cycle
  • Communicated with, coached and co-ordinated team employees
  • Clearly analyze and communicate problems and progress to upper management both verbal and written
  • Analyzed then effectively strategized in regards to business goals, deadlines, schedules, budgets, needed resources and team member coordination
  • Lead team through conversion of Agile to SAFe agile
  • Execute automated scripts and perform script execution result analysis (Selenium)
  • Documenting software defects, using a bug tracking system, and report defects to QA Manager and project managers

Business Analyst/ QA Engineer

PNC formerly BBVA Compass
02.2017 - 01.2019
  • Small agile team executing full replacement of major banks indirect auto loan platform
  • Project went live on time and under budget with less than 5% bugs and all minor issues Day 1
  • Responsible for tracking all associated Epics, Stories and tasks in Jira for project
  • Vendor integrations for DealerTrack DMS, Route One and Defi
  • EContracting functionality
  • Write ATDD tests using Jira/Gherkin for new dealer facing integration
  • Participating in all phases of the development life cycle
  • Perform thorough regression testing until all bugs have been resolved
  • Verify problem fixes in a detailed, efficient, and timely manner through Black Box testing
  • Participate in customer acceptance testing of the applications
  • Recommending process improvements that will facilitate the software development process
  • Constantly in close contact with Product Owners, Developers, Vendors, and Sr
  • Management both internally and externally to resolve roadblocks, and complete QA, UAT, and Production testing, training, and rollout.

Quality Assurance Engineer Team Lead/Agile Scrum Master

ADP Dealer Services/CDK Global
05.2004 - 02.2017
  • Serve as Project Lead on CRM application creation and deployment, working closely with developers to ensure smooth delivery
  • Implementation of payroll, remote training and setup for clients, including review of all processes from payroll to tax preparation
  • Participate in Scrum Daily stand-ups, Product backlog, Sprint Planning, Sprint Review, and Sprint
  • Retrospective meetings
  • Support and coordinate onsite/offshore teams
  • Provide test statistics and metrics to Managers
  • Perform Functional, System, Regression Testing
  • Serve as a Subject Matter Expert for Payroll, Accounting, Financials and CRM applications to determine changes; including level of severity, when and how to deploy them
  • Responsible for coding changes and deployment of all manufacturer financial reports
  • Performed
  • Functional Automation Testing using HP UFT 11.5
  • Create DASH application test cases, perform test case maintenance by modifying existing test cases according to changes in applications, execute test cases
  • Prepare defect logs and assign severity levels
  • Track defects/bugs in the Defect Control System through resolution (HP ALM 11.52)

Skills

  • SAFe Intermediate
  • HP UFT Intermediate
  • Selenium Intermediate
  • Microsoft SQL Server Intermediate
  • Agile Methodologies Extensive
  • JIRA Extensive
  • Scrum Method Expert
  • ADP Services/CDK Global (various) Expert
  • Team Leadership
  • Salesforce Management
  • Project Management
  • Key Performance Indicators
  • Business Planning
  • Verbal and Written Communication
  • Time Management
  • Negotiation
  • Complex Problem-Solving
  • Cross-functional Teamwork
  • Effective Communication
  • Conflict Resolution
  • Customer Relationship Management
  • Resource Allocation
  • Project Planning
  • Customer Service

Timeline

Implementations Manager/Client Success Manager

BeSmartee Digital Mortgage
07.2021 - 10.2023

Project Manager /Scrum Master

PNC formerly BBVA Compass
01.2019 - 07.2021

Business Analyst/ QA Engineer

PNC formerly BBVA Compass
02.2017 - 01.2019

Quality Assurance Engineer Team Lead/Agile Scrum Master

ADP Dealer Services/CDK Global
05.2004 - 02.2017

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Michelle Reaves