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yyyyyy x. yyyyyy                                                                    

0000 xxxxxx xxxx , xxxx , xxxxx 00000


career objective

results-driven project manager and business analyst eager to contribute strong managerial, communication, and problem-solving skills toward supporting the employer in optimizing financial and operational performance


ø  offer numerous years of progressive project management and business analysis experience, with expertise in strategic planning, developing and implementing process improvements, and team leadership

ø  extensive practical experience with systems design and documentation, solution user acceptance testing and integration, qualitative and quantitative analysis tools, and legislative analysis and regulatory compliance

ø  work closely with interdisciplinary specialists to identify and address project-specific needs, define requirements, negotiate project scope, and provide progress reports throughout entire process to ensure alignment with business and technical objectives

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; train and lead top-performing support teams

ø  dynamic organization, prioritization, and time management skills; consistently achieve critical deadlines while maintaining high quality standards

ø  sharp technical proficiencies including mortgage servicing computing platforms as well as microsoft office (word, excel, powerpoint, outlook), project, and visio

~ key achievements ~

  • reduced operating costs by more than $468k while expanding operational capacity, improving efficiency, and increasing gallop survey results by 2% with the implementation of eworkforce management application across multiple sites and call center environments
  • implemented automated nice perform automated call monitoring solution to capture 100% of calls at four distinct call centers, resulting in $200k in annual operating and training costs savings, streamlined call monitoring and performance measurement process, and improved reporting capabilities and analytics
  • successfully integrated 3rd party servicing clients to increase volume of accounts and revenues; teamed with 3rd part clients, homeq senior management, and client relations managers to translate servicing requirements into processes and solutions, performed portfolio strategic planning analytics, and implemented program controls to mitigate loss
  • dramatically improved ratings from fitch ratings, moody s investors service, and standard & poor s by closely working with legal / compliance and units to initiate process changes to multiple platforms and computing environments to comply with regulatory standards and guidelines
  • actively participated on the cultivating happy employees equals results (cheer) committee; coordinated numerous employee appreciation events
  • selected to serve as a member of multiple teams responsible for steering smooth transitions following major corporate mergers and acquisitions, as well as ultimate shut down, throughout tenure with the company

professional experience

wachovia / barclays capital (d.b.a.  homeq servicing), north highlands, ca                                             1997 c present

project manager (07/01 c present)

  • in recognition of outstanding performance, steadily progressed within company to attain ultimate position responsible for managing multiple concurrent companywide projects, including data security, business controls, regulatory compliance, and internal auditing projects
  • delegate individual responsibilities to team members and provide ongoing guidance, lead team meetings,  and ensure timely and accurate completion; partner with customer service, collections, telephony, it, compliance, and other interdepartmental personnel
  • establish project scope, goals and objectives, timelines, and communication plans; and develop project-specific tools


yyyyyy x. yyyyyy   page 2


  • facilitate requirements / business rules gathering and documentation, development of project justification documentation, determination and documentation of project problem statements, and changes in project goals or scope
  • assist with writing test plans, test scripts, and report test errors for validation and correction; oversee 10 call center testers in user acceptance testing (uat)
  • contribute to development of training materials, policies and procedures, business continuity management (bcm) plans, and servicing communication bulletins

business process analyst / project specialist 3 (8/99 c 6/01)   

  • planned and executed numerous task project assignments; directed scheduling, requirements gathering, project meetings, design, impact and risk analyses, and tracking
  • coordinated uat of test scripts for product delivery      

administrative assistant c it, mortgage servicing, & home improvement loan servicing (11/97 c 7/99)

  • provided attentive administrative support for multiple busy executives and the support desk; maintained schedules and calendars, coordinated travel arrangements, prepared agendas, produced correspondence and business documents, created invoices, and generated financial statements and reports


~ prior background information available ~


university of phoenix, sacramento, ca                                                                                                                   1999

bachelor of science in business management  


~ professional affiliation ~

member, project management institute, sacramento chapter



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