Ryan Escamilla
Workforce Management Analyst
Summary
Versatile Project Coordinator with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Information Technology Project Coordinator
Logically
08.2021 - Current
- Service ticket creation and management in ConnectWise
- Coordinate internal/external resources, ensuring that on-sites and/or projects remain within scope, schedule, and budget
- New Client Orientation
- Client Invoicing
- Delivering daily, bi-weekly and/or monthly reporting to the clients
- Transfer Sales Information into a project configuration within project software solution to monitor project schedule for each assigned project
- Monitor procurement process and follow-up on issues impacting budget and schedule
- Document all activity, including communication, procurement, finances, and other transactions and provide project status data for inclusion in senior leadership and stakeholder reports.
Accessioner/CSR
HELIX
10.2020 - 04.2021
- New patient intake
- Provide Covid-19 results to patients and medical providers
- New Hire Trainer
- Processing Covid-19 Samples.
Workforce Management Planning Analyst
Wells Fargo Home Mortgage
08.2013 - 09.2020
- Monitors queue activity on a real time basis: Service level, call queue activity, call volume activity, staffing activity and call handling metrics at multiple sites
- Researches, complies and report work unit and individual volume, productivity, quality and other statistics to minimize negative impacts to service level
- Adherence Monitoring of representatives; ensuring all inbound phone calls are answered in a timely manner implementing immediate remediation/stabilization plans to maintain or improve service level
- Providing periodic reports to senior management for emerging plans to variations in performance
- Responsible for ensuring service level targets of 78%-83% are met on a daily basis
- Onboard all new hires by ensuring the completion of all annual required training, granting systems access, and assigning equipment
- Utilize IEX Totalview, Genesys, Avaya, Aspect, and Early Resolution.
Customer Relationship Manager
Bank of America
09.2011 - 07.2013
- Respond to borrower, investor, or 3rd party inquires
- Analyze loan modification request in accordance with established guidelines and determining appropriate course of action
- Collect and analyze all required documents for underwriting review
- Serve as single point contact for current/delinquent borrowers
- Create solutions to ensure team members adapt to an ever changing, fast paced environment
- Participate in lender outreach events
- Resolve diverse and escalated issues
- Educate team members on foreclosure/short sale process.
Homeownership Retention Specialist/ Acting Manager
Neighborhood Partnership Housing Services
03.2008 - 09.2011
- Negotiate retention options with mortgage lenders, brokers, servicers, and real estate agents
- Served as center liaison between client and lender to cure delinquency
- Develop and facilitate foreclosure prevention workshops
- Assist with marketing companies' products and services
- Create policies to ensure client data and file management is in compliance with Neighbor Works
- Develop procedures for department operations to ensure consistency and accuracy
- Analyzed lost businesses trends and recommend corrective actions
- Developed a plan to increase production efficiency by collaborating with local lenders and city/government officials
- Coach and develop new team members
- Conduct basic performance reviews with team members
- Reduced department spending by eliminating outdated processes/procedures
- Neighbor Works certified Foreclosure Prevention Counselor.
Collections/Foreclosure
Wells Fargo Home Mortgage
08.2003 - 03.2008
- Review client financials
- Establish repayment options based on investor guidelines
- Attend home retention seminars to educate public about servicing options
- Train new hires
- Collaborate with local nonprofit organizations.
Education
Diploma - Curriculum
Pacific High School
San Bernardino, CA 09.1994 - 05.1998
Skills
Project Coordination
Work Planning and Prioritization
Quality Assurance
Conflict Resolution
Business Systems
Multiple Priorities Management
Relationship Building
Personnel Management
Goal Setting
Status Reporting
Status Reporting
Timeline
Information Technology Project Coordinator
Logically
08.2021 - Current
Accessioner/CSR
HELIX
10.2020 - 04.2021
Workforce Management Planning Analyst
Wells Fargo Home Mortgage
08.2013 - 09.2020
Customer Relationship Manager
Bank of America
09.2011 - 07.2013
Homeownership Retention Specialist/ Acting Manager
Neighborhood Partnership Housing Services
03.2008 - 09.2011
Collections/Foreclosure
Wells Fargo Home Mortgage
08.2003 - 03.2008
Diploma - Curriculum
Pacific High School
09.1994 - 05.1998