Mew Lan Seto

Mew Lan Seto

Work History

Work History

CCS Coordinator

The Fairmont Orchid
  • Coordinator for Wedding Manager, CCS Managers and CCS Director
  • Working knowledge of Opera, Royal Service, Open Table and Pathfinder
  • Run and distribute daily, weekly and monthly reports. order amenities for guests & general office management 
  • Field inquires for Weddings & Special Events, follow up on inquires, calculate estimates, and follow through with writing of contracts and tracking deposits
  • Create BEOs based on client specs and vendor quotes for internal and external customers
  • Manage and oversee implementation of BEOs for Weddings and Special Event functions
  • Process and follow up on Requisitions to ensure billing is processed for vendor services
  • Manage and maintain vendor contact list and work with new vendors to be approved for future functions
  • Coordinate and book vendors for Weddings and small groups
  • Collaborated with Wedding Manager to update wedding packages and pricing for 2011 and created new wedding packet for distribution
  • Work with Wedding Manager and CCS Director to implement new ideas to create leads for weddings
  • Updated forms and documents for clients to create a consistent look and feel
Feb 2008 - Apr 2009

Project Manager/Administrative Assistant

Acme Satellite
  • Produced & maintain all training manuals, business requirement documents, customer correspondence, and reports.
  • Updated website content and layout utilizing Dream Weaver, updated Pay-Per-Click Ads, SEO Links, Web Optimization testing.
  • Performed administrative duties for owner.
  •  
Oct 2006 - Sep 2007

Project Manager/Business Analyst

Portellus Inc.
  • Analyzed business processes for Washington Mutual’s Capital Markets department for Correspondent lending and integration to Clayton Service’s Due Diligence system.
  • Wrote all business requirement documentation based on meetings with clients and submitted technical solutions and time/cost estimates for new development.
  • Gathered requirements and lead development team on enhancements to include commitments, and mandatory delivery for Washington Mutual’s Capital Markets.
  • Formatted and implemented new training documentation format for client specific system manuals.
  • Produced & maintained business requirement documentation, system flow documentation including web services and interaction between the conduit portal and due diligence system, end-user trainer manuals, and maintained expectations through scope and analysis.
  • Provided technical support for all enhancements and integrations, including front line support for all issues pertaining to the system. 
  • Developed and maintained training documentation for end-users for Correspondent Portal, Broker Portal, and Loan Operating System.
  • Performed and supervised Quality Assurance for all releases to ensure completion of client expectations of content delivery and time estimates.
  • System Administrator: Worked with clients on system procedures, client set up, lock desk functionality, and troubleshooting user questions.
  • Lead demos for sales on Conduit Portal features and functionalities to potential clients.
Mar 2004 - Oct 2006

Project Manager/Business Analyst

Secured Funding Corp
  • Managed multiple IT projects including: Integration of new enhancements to Loan Operating System, launched Broker Portal, integration of web based systems for credit, notary, and document management systems, and document BRM (RAKIS).
  • Analyzed business processes, bid cost/time estimates for technical solutions.
  • Managed vendor relationship and produced Business Requirement documentation for all enhancements/projects, functional specs for all roles, and provided time/cost estimates to Stake Holders.
  • Created and produced all training documentation for end-users, managers, and trainer manuals for LOS, Broker Portal, and Document Management Systems.
  • Provided technical support for LOS, Broker Portal, and System Integrations for 1000 employees.  Support included one-on-one training with end users, publishing training guides to company intranet, and specific training classes for larger groups.  System Administrator:  New user set up, access permissions, new role creation, hierarchy set up for reporting purposes, new business flow customization.
  • Performed and supervised QA & UAT, including scheduling, and sign off procedures.
  • Created, produced, and instructed technical training programs for LOS, Broker Portal, CMS/Desktop Capture, Application Xtender, and IT Orientation.
  • Met with VPs and management and discussed areas for focused training.  Produced specialized training classes for areas of need based on management request.
  • Provided support for all technical issues involving LOS for all roles within the company which included:
    • Answered process flow questions for business, and worked with end-users on a one-on-one basis for specific questions.
    • Escalated and managed issues submitted to vendor for resolution.  Lead weekly meetings with Vendor to receive cost/time estimates for resolutions and worked with Vendor on determining best route for resolution and prevention.
  • Provided assistance to Six Sigma to document process flow from loan creation to servicing.
  • Created and produced all guides and manuals maintained on the intranet learning library.
  • Performed all QA tasks for new enhancements, process flows, and ticket resolutinos for LOS and Broker Portal.  Submitted sign off of enhancement testing to begin UAT or schedule release of ticket resolution.
  • System administrator for LOS, Broker Portal, and Vendor websites.
  • Proposed and implemented use of WebEx for training out-of-state sites which reduced cost of conference call pricing and travel expenses.
May 2002 - Dec 2003

Performance Technologist/Trainer

Washington Mutual
  • Facilitated technical training classes for deployment of web based loan operation system, Optis (Lendware)
  • Tracked participant progress and provided assessment of participant knowledge base to managers
  • Provided on-the-job training for LOS at various loan fulfillment centers
  • Facilitated product and pricing class, including system training, for Second Mortgages
  • Conducted train-the-trainer sessions for Loan Works, loan operating system
Nov 1998 - Mar 2002

Corporate Trainer

http://www.providian.com
Corporate Trainer
  • Facilitated new hire and advanced training for credit collections division, and provided on-the-job training including call monitoring.
  • Managed new hires during training courses, provided one-on-one performance evaluations, and recommended reps for transition to floor or termination.
Project Analyst
  • Reported to manager of MIS department and Vice President of the Sacramento Collection Call Center.
  • Audited entire collection site on business practices and polices from collection reps to managers.  Monitored and audited sales by collection representatives on credit protection program
  • Analyzed statistics and provided Year-to-date reports for Vice President, and calculated representative statistics for incentive programs and promotions.
  • Created and implemented needs assessment documentation for training department based on audits and meetings with Call Quality department.
  • Designed Access database for call monitoring and training department to track and score calls for monthly representative reviews.
Other Roles
  • Call Quality: monitored and scored collection representatives on monthly calls for adherence to company procedures.  Implemented and created new presentation module for new hire training.  Facilitated weekly consistency meetings with management.
  • Sr. Credit Analyst: collected on delinquent accounts from 5-180 days past due.  Worked No Contact & Over limit queues.  Provided customer support and resolution.

Interest

I am passionate about sustainable living - researching and discovering new ways to help conserve, reduce, and find earh conscious ways to live.  I currently participate in The Fairmont Orchid's Green Committee as the Secretary.

Previous Employers & Clients

Previous Client:

Washington Mutual - Capital Market Department

Previous Vendors:

I-Satellite

Agemni

LSI Credit

Fidelity Title & Credit

Notary Pro

Portellus Inc.

Kofax

Lending Tree

First American Title

Education

Education