Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shnaika Oltin, MBA

Issue Management Analyst
Salt Lake City,UT

Summary

As an Issue Management Analyst, I bring strong strategic, problem-solving skills, and a passion for continuous learning. I am good at respectfully challenging stakeholders, offering alternative perspectives, and fostering trust and genuine relationships. I am skilled at adapting to changing requirements, managing time effectively, and upholding values of transparency, accountability, and continuous improvement. As a collaborative team player, I focus on goal setting and leveraging data-driven insights for effective decision-making.

Overview

9
9
years of professional experience
23
23
years of post-secondary education

Work History

Issue Management Analyst

Mountain America Credit Union
Sandy, Utah
12.2023 - Current
  • Led the development of a comprehensive Issue Management Framework in collaboration with leadership, establishing standards, policies, and procedures for issue identification, remediation plans, and exception requests.
  • Partner with cross-functional stakeholders during the issue identification process, root cause analysis, and remediation plan, or sustainable corrective actions.
  • Served as the subject matter expert during the full end-to-end lifecycle of issue management, providing valuable counsel to stakeholders.
  • Developed training materials for stakeholders, equipping them with essential skills for issue documentation, and enhanced engagement by organizing regular update meetings to ensure alignment and timely resolution.
  • Monitor all issues related to policy, process, or controls affecting members, employees, MACU contractors, or third parties.
  • Provide regular updates on issue status and remediation progress to leadership and the operational risk committee through detailed reports and dashboards that highlight key trends and risks.
  • Improved operational efficiency by designing and implementing a new workflow process in Archer; collaborated with cross-functional teams to identify opportunities for process improvement.
  • Led issue management responsibilities during the leadership transition, supporting change management, and ensuring continuity.

Loan Servicing Support Specialist

Mountain America Credit Union
Sandy, UT
01.2022 - 12.2023
  • Provided quality service to credit union members, teams, and third parties resolve any issues regarding loans corrections.
  • Complied with corporate regulations, policies and procedures.
  • First point of contact for the Service Members Reliefs Act (SCRA) by providing legal and financial protections to those who have answered the Nation's call to serve.
  • Assisted with the return of property's title- Reconveyance- to the original owner after they've fulfilled their obligations pursuant to the mortgage or deed of trust.

Lead Teller

Mountain America Credit Union
Orem, Utah
01.2021 - 01.2022
  • Mentored junior tellers, and trained newly hired team members, fostering professional growth and improved performance within the team.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Led by example, demonstrating exemplary service and technical skills to the team.
  • Identified potential needs through observation and questioning.
  • Managed complex financial questions with savvy use of the system and expert knowledge of applicable regulations.
  • Assisted in achieving audit compliance, rigorously following internal policies and external regulations.
  • Exceeded cross-selling goals by effectively communicating product benefits tailored to members' needs.
  • Maintained compliance with federal regulations, and mitigated risk exposure for MACU.

Loan Officer

Mountain America Credit Union
Salt Lake City, Utah
01.2019 - 01.2021
  • Originated, reviewed, processed, and closed loans.
  • Maintained strict confidentiality of financial records and members' information.
  • Requested credit reports, reference checks, and information needed to evaluate the loan applicant.
  • Educated members on various loan options, guiding them toward informed decisions that fit their financial goals.
  • Maintained compliance with all regulatory requirements, preventing any legal or financial penalties for MACU.
  • Developed and maintained relationships with members and stakeholders.

Assistant Store Manager

Panda Express Restaurant
Salt Lake City, Utah
01.2017 - 08.2019
  • Interviewed, hired, and trained staff associates to comply with company policies, procedures, and best practices to ensure their success within the organization.
  • Inspired team members to drive performance, collaboration, and teamwork.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Improved store operations by establishing clear communication channels between team members, implementing efficient scheduling practices, and assigning specific duties.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Controlled costs, organized regular inventory, forecasting demand, and ordering appropriate product levels to fulfill needs.
  • Oversaw expenses, deposits, and receipts to support recordkeeping.
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.

Education

MBA - Master of Business Administration

Western Governors University
Salt Lake City, UT
05.2001 - 12.2023

Bachelor of Arts - Political Science

Utah Valley University
Orem, UT
12.2022

Skills

Strategic thinking & Problem-Solving

Communication

GRC Technology Proficient

Adaptability and Flexibility

Credible Challenge

Operations Management & Program Development

Decision-Making

Strategic thinking & Problem-Solving

Accomplishments

Mountain America- Top of the Mountain 2020 Achiever

Rescued one million dollars in loans

Explore: Discover Your leadership Potential

Amplify your voice

Bilingual Certification

Basic Coding, HTML, and Oracle BUI

DECA Association of Marketing Students- Regional Winner

Studen Body officer


Timeline

Issue Management Analyst

Mountain America Credit Union
12.2023 - Current

Loan Servicing Support Specialist

Mountain America Credit Union
01.2022 - 12.2023

Lead Teller

Mountain America Credit Union
01.2021 - 01.2022

Loan Officer

Mountain America Credit Union
01.2019 - 01.2021

Assistant Store Manager

Panda Express Restaurant
01.2017 - 08.2019

MBA - Master of Business Administration

Western Governors University
05.2001 - 12.2023

Bachelor of Arts - Political Science

Utah Valley University

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