Toronda Alford
Red Oak,TX
Summary
Results driven Senior Business Process Manager with expertise in compliance, financial analysis, auditing and quality control, and deep expertise in the Financial Services and Finance sector. Highly effective at simultaneously multi-tasking and keeping initiatives on track. Skilled at navigating multiple computer systems, applications, and utilizing search tools to locate critical information. Known for developing and maintaining strong customer relationships, attention to detail with strong work ethic. Detailed oriented with strong time management skills, and ability to work under tight timelines. Priority on driving business growth and motivating teammates to consistently exceed goals.
Overview
10
10
years of professional experience
Work History
Sr. Specialist, Business Process Manage
Santander Consumer USA
Dallas, TX
09.2022 - 12.2023
- Eliminated audit findings by providing technical support and guidance to junior specialist ans stakeholders on current practices and procedures.
- Promoted and implemented accurate and up to date understanding of trends, best practices and prevailing attitudes and approaches.
- Maximized company job performance by creating and implementing technology enhancements.
- Provided suggestions on new or existing services and assisted in the development of procedural guidelines. Provided ongoing feedback to management.
- Facilitated monthly systems and procedures training classes which increased knowledge of current practices and development and assured that all group members had the same information.
- implemented best practices in the use of tools and technologies related to project management. Created documents detailing standard operating procedures.
- Facilitated compliance working sessions among multiple teams and stakeholders ensuring that company operations met service agreements and requirements.
- Interacted with managers and subject matter experts to analyze process data, build, and deploy process KPIs (dashboard, reporting), and develop solutions that improve process performance by increasing productivity and efficiencies.
Default/Compliance QA/QC Specialist II
PennyMac Mortgage
Dallas, TX
10.2020 - 09.2022
- Ensured that default loans are managed and in accordance with investors, insurer, company polices and procedures, guidelines and compliance.
- Worked collaboratively with programmers to create tools to collect and analyze data.
- Collaborated with different teams and departments to provide expertise and insight on improvement.
- Created and used itemized checklist to perform testing of each document and report the validation or any discrepancies.
- Developed and implemented quality and assurance policies and procedures.
- Provided quality control activities, including inspection, testing and documentation. Monitored and analyze quality data to identify trends and implemented corrective action.
Business Process Manager
Santander Consumer USA
Dallas, TX
09.2016 - 09.2020
- Facilitated workshops for employees in order to communicate changes in processes or procedures efficiently across all levels of staff.
- Developed process improvement plans to ensure customer satisfaction and streamline operational procedures.
- Managed the communication process for new policy changes and coordinated with training to ensure proper training and/or job aides are created.
- Implemented technology solutions such as workflow automation tools to reduce manual effort involved in completing tasks.
- Audited company's legal documents to verify compliant policies and procedures.
- Assessed company operations for compliance with safety standards.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
Quality Assurance Analyst 2
Wells Fargo
Irving, TX
01.2014 - 10.2016
- Reviewed software release notes prior to production deployment to verify accuracy of changes implemented.
- Prepared reports detailing overall project progress according to established timelines.
- Provided support for internal customers by troubleshooting reported issues quickly and accurately.
- Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
- Utilized client satisfaction surveys to improve service quality.
- Trained and led staff on proper QA standards.
- Used quality monitoring system to compile and track individual and team performance.
- Documented, triaged and managed defects in MSP, Lender live, Fortracts, I Vault and worked with developers to facilitate timely resolutions.
- Maintained up-to-date knowledge of industry standards related to software testing best practices.
Education
Some College (No Degree) - Business Administration
Odessa High School
Odessa, TXSkills
- Quality Assurance
- Root Cause Analysis
- Documentation Management
- Quality Assessment
- Resource Allocation
- Quality Assessment
- Communication and Organization Skills
- Compliance
- Problem Solving
- Business Communication
- Research & Analysis
- Training
- Mentoring
- Process Improvement
Timeline
Sr. Specialist, Business Process Manage
Santander Consumer USA
09.2022 - 12.2023
Default/Compliance QA/QC Specialist II
PennyMac Mortgage
10.2020 - 09.2022
Business Process Manager
Santander Consumer USA
09.2016 - 09.2020
Quality Assurance Analyst 2
Wells Fargo
01.2014 - 10.2016
Some College (No Degree) - Business Administration
Odessa High School
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