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*  Provided management with critical support and analysis of financial information and key metrics within a 10,000 person organization (9 divisions). *  Performed forecast analysis and variances, expense control, headcount reporting, KPIs, and forecast/budget actual results variances. *  Collected, integrated, and analyzed data to complete financial reporting for operations senior management review. *  Supported analytic special projects, adhoc reporting and analysis and reporting initiatives.

 Supported executive and senior management serving as a liaison between hEMC Corporate and the Financial Operations Division. Provided reporting tools, reports, data, and the creation of investor and departmental presentations.  Designed and developed a staff-tracking database. Database received corporate acknowledgement and received review for corporate wide distribution. Enhanced other desktop applications resulting in increased efficiencies and productivity.  Created and reported activity based cost analysis, production drivers, FTE analysis, budgeted to actual expense comparisons, Corporate and Divisional KPIs, and actual and variance cost justifications for 8 cost centers.  Served as chairperson for the division employee committee. Implemented committee charter, distributed division-wide communications, hosted employee forums, coordinated divisional events, and managed the committee budget.

* Workforce Management Specialist *  Managed call center performance, auditing, and KPI reporting and planning for 200 representatives. Ensured service levels were achieved while balancing out employee preferences. *  Developed and maintained staffing profiles and routing tables within eWorkforce Management. Created and maintained forecasting models of call volumes and back office customer service functions. * Customer Service Representative *  Completed mortgagor’s, third party, and internal customer written inquires within applicable RESPA guidelines, including mortgage document review, while continuously exceeding department quality standards and average daily call volume requirement of 68 calls.

 Manages a team of senior and junior analysts ensuring timely production of quality deliverables to internal and external business partners.  Prepares, reviews, and analyzes monthly and quarterly test results relative to prior periods, trends, and expectations. Results are used to assist with adherence to internal policies as well as state/government standards and regulations.  Implemented a data reporting infrastructure which included developing processes, timelines, methodologies and strategies to reduce redundancies and improve efficiency.  Reduced reliance on manual processes by automating daily reporting and monthly test populations resulting in an increase in testing staff’s productivity.  Assists Compliance Testing leadership with the development and completion of projects including migration of testing from manual formula based templates to an automated testing software.

*  Created and provided analytical reports for Pre-Foreclosure, Escrow and other Default departments. *  Used extensive knowledge of the enterprise data warehouse to fulfill routine and ad hoc information requests. *  Responsible for producing periodic reports on specific portfolios metrics to third parties such as investors, government agencies, auditors, and credit rating agencies. *  Regularly communicated analytical results derived in both verbal and written formats to Senior Management. *  Collaborated with department leaders to review, improve and ensure accuracy of existing and new reports. *  Transitioned manual reporting process to an automated format resulting in 60+ reports availability with no manual intervention. Automation led to increased productivity and process was mirrored across several business units. *  Created report procedure and documentation templates and corresponding process, also mirrored across several business units.