Ana Brock
Boerne,Texas
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Versatile and innovative management professional skilled at seeing "big picture" while still also focusing on details. Expertise in business development and streamlining processes and systems.
Overview
22
22
years of professional experience
Work History
Operations Manager
Wastepoint
04.2012 - 09.2021
- The area of management control the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements
- Primarily concerned with planning, organizing, and supervising in the contexts of production and the provision of services
- Monitored processes, identified gaps, and resolved operational issues to correct organizational deficiencies
- Prepared operating and capital budgets for the company, reviewed expenditures, and took corrective action as needed
- Taught employees how to resolve problems independently and meet targets through effective training programs
- Facilitated communication and collaboration between departments to streamline work, reduce errors, and avoid unnecessary delays
- Empowered employees with conflict management abilities and strategies for retaining dissatisfied customers
- Supported back office procedures, including hiring and employment processes
- Managed business operations, working closely with senior management to build operating dashboards, and monitor performance
- Recognized for excellence in building and motivating management and hourly teams
- Handled business accounts and records with high accuracy and full compliance with applicable regulations
- Established objectives for staff, monitored performance, and coached on strategies to improve results
- Maintained and onsite presence to ensure operations departments and teams met all company operational standards
- Managed a team of 280 employees with a consistent record of accomplishment in achieving operations goals
- Held team members responsible for reaching company objectives and processes.
Quality Assurance Analyst
Citibank
12.2009 - 04.2012
- Design and implement testing plans for products
- Identify procedures and scenarios for the quality control of products and services
- Process product reviews and inform the development team of defects and errors
- Communicate qualitative findings from test results to the development team
- Worked closely with the development team to understand products and create effective testing strategies
- Planned and executed quality projects for customer-facing and back-end applications
- Directly communicated with stakeholders during important customer complaint resolution efforts, supporting mutually beneficial resolutions and positively impactful outcomes
- Analyzed and tested different builds to identify, trace and help resolve bugs
- Created accurate and successful test scripts to manage automated testing of certain products and features
- Reviewed project requirements to uncover bugs and vulnerabilities and help maintain project schedule
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
Mortgage Loan Officer
HSBC
01.2000 - 06.2005
- Met mortgage loan operational standards by contributing mortgage loan information to strategic plans and reviews; implementing production, productivity, quality, and customer- service standards; resolving problems; identifying mortgage loan system improvements
- Met mortgage loan financial standards by providing annual budget information; monitoring expenditures; identifying variances; implementing corrective actions
- Attracted new mortgage loan applications by developing relationships within the community, specifically with the real estate community; making sales calls to prospective customers
- Approved mortgage loans by examining the application and supporting documentation; estimating credit-worthiness; calculating repayment risk
- Completed mortgage loans by monitoring collection, verification, and preparation of mortgage loan documentation; scheduling and completing mortgage loan closing
- Worked with underwriters to fix application problems and resolve issues
- Reviewed loan files and updated to match current standards
- Monitored pipelines to track and log status of loans
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
- Supervised loan personnel and motivated to maintain customer service and performance standards.
Education
Palo Alto College
San Antonio, TXSkills
- Financial Statement Review
- Recruitment and Hiring
- Supplier Monitoring
- Goal Setting
- Policy Development and Enforcement
- Employee Motivation
- Assignment Delegation
- Problem Anticipation and Resolution
- Verbal and Written Communication
- Quality Assurance
- Training Management
- Decision Making
- Team Leadership
Languages
Spanish
Advanced
C1
Timeline
Operations Manager
Wastepoint
04.2012 - 09.2021
Quality Assurance Analyst
Citibank
12.2009 - 04.2012
Mortgage Loan Officer
HSBC
01.2000 - 06.2005
Palo Alto College
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