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Accomplished Researcher and Data Analyst with extensive expertise with Business Intelligence report development, database administration, project management, life cycle documentation, and internal and external communications. • An outstanding problem solver, driven to succeed, with an attention to detail, and 3+ years of experience in report production and performance scorecard development • Over 5+ years of banking, financial, and mortgage lending experience with a Fortune 500 company • A dynamic, flexible employee who can simultaneously handle several different projects at a time while meeting deadlines in an effective and professional manner • Over 5+ years of experience with administration of relational databases and systems • Capable mentor and coach with strong interpersonal skills that inspires employees to maintain the highest level of quality and customer service

Work experience

Jan 2010Present

Business Analyst - Intern/Volunteer

Los Angeles County Department of Consumer Affairs
• Analyzed the department’s functional process flows and provided an analysis of recommended procedural changes for operational enhancement • Created a visual proposal for an interactive complaint form for consumers to use on the department’s website • Created interactive training modules for staff and volunteers, which would result in operational efficiencies
Jan 2006Jan 2009

Business Operations Analyst II

JP Morgan Chase
• Provided reporting and systems team support for department 70 FTE, which handled executive level customer issues. This included providing various levels of departmental performance metrics and customer issue trending reporting and analysis, along with supporting all systems and department technology projects. • Designed and produced a new complaint tracking database which met regulatory requirements, provided automation tools, which resulted in a much more streamlined process and increased end user productivity • Developed and built a knowledge management tool to improve accessibility of departmental policy and procedure resulting in increased quality, decreased resolution duration for customer inquiries, reduced costs and improved customer satisfaction • Implemented a Business Intelligence reporting solution to monitor complaint volumes, provide employee and team metric scorecards, and executive dashboard reporting, which yielded consistent and accurate reporting • Performed extensive research and analysis to discover root cause issues that resulted in recommendations for strategic operational changes within the company • Responded to database production issues in the form of reports, data cleansing, and remodeling of existing data in a timely and successful manner • Instrumental in a company-wide initiative by developing universal category types for data reporting through auditing and analysis of categories from multiple databases • Awards: Winner of Annual Corporate ACE Award 2007
May 2004Jan 2006

Loan Servicing Specialist II

Washington Mutual
• Provided escalated support service on mortgage and consumer loan products to financial centers, home loan centers, and customers • Processed maintenance requests, payment corrections, escrow and loan account maintenance, credit corrections, and all other escalated issues that required urgent resolution • Organized training sessions for new employees on various systems • Provided technical and administrative support to multiple departmental databases • Awards: Winner of Quarterly Front Line Award Q3, Q4 2004
Jan 2003May 2004


Washington Mutual
• Processed customer financial transactions, opened new accounts and performed account maintenance • Performed telemarketing to existing customers • Engaged in problem solving of account issues with clients and other bank personnel. • Awards: Winner of Quarterly Front Line Award Q3 2003




California State University-Northridge


Los Angeles Pierce College