Systems Analyst - Pennymac Loan Services, LLC - Tempe, AZ
(2023-01)
- Agentic AI Configuration & Orchestration: Spearheaded the technical design, configuration, and lifecycle management of autonomous, task-oriented Agentic AI agents within customer service and back-office pipelines. Programmed execution graphs and guardrails to allow AI agents to safely parse unstructured interaction logs, navigate internal databases, and take self-directed remedial actions.
- AI-Driven Process Improvement: Re-engineered day-to-day workforce operations by integrating cognitive AI agents into legacy workflows. Successfully automated the identification and intake of schedule exceptions and fulfillment data, shrinking operational cycle times and reducing manual human data entry.
- Systems Integration & Identity Management: Served as the Subject Matter Expert (SME) for enterprise-wide Verint WFM and Five9 contact center platform single sign-on (SSO) architecture initialization. Collaborated with external cloud vendors and internal cybersecurity engineers to implement SAML 2.0 custom connectors via OneLogin, utilizing precise RegEx URL validators and custom attribute claim mapping to ensure seamless authentication.
- API & Data Pipeline Architecture: Championed the decommissioning of legacy environment reporting by leading the activation of the Verint REST WFM API. Formulated strategic data requirements for the data engineering team, mapping JSON structures across multiple endpoints (/employments, /adherence, /schedules) into Snowflake Variant columns, accelerating downstream custom business intelligence visualization capability.
- Cross-Functional Technical Collaboration: Coordinated directly with Five9 CloudOps, internal identity engineers, and project managers to orchestrate system-wide "Partial and Full Association" cutover strategies while maintaining backup database configurations (dBrealm) for business continuity.
Business Analyst – Mortgage Fulfillment Division (MFD) - Pennymac Loan Services, LLC - Tempe, AZ
(2021-01 - 2023-01)
- Platform Analysis & Telecom Optimization: Analyzed data traffic, queue architecture, and telecom behaviors across the Five9 contact center platform, providing key capacity and operational insights to senior fulfillment leadership.
- SFTP Protocol Specialist: Managed system file routing protocols by standardizing automated Secure File Transfer Protocol (SFTP) pathways, creating reliable automated file pipelines that guaranteed data accuracy and secure client document handling.
- Workflow Optimization: Interpreted operational performance metrics to redesign cross-departmental queues, creating business optimization cases that directly informed systems infrastructure updates.
Blizzard Operations Supervisor - RemX – McKesson - Scottsdale, AZ
(2020-07 - 2021-01)
- Managed 10 remote reports handling high-stakes specialty drug enrollments, optimizing case volumes via data-driven production adjustments.
- Coordinated regional platform support for program anomalies, partnering nationwide with product directors to guarantee strict SLAs and HIPAA data compliance.
- Revised technical production reports and workflows, systematically eliminating processing backlogs and shortening resolution cycles.
Settlement Operations Supervisor - Freedom Debt Relief - Tempe, AZ
(2016-11 - 2020-03)
- UAT Testing Leadership: Facilitated comprehensive User Acceptance Testing (UAT) to transition 46 enterprise creditors into fully automated processing workflows, working alongside Salesforce Admins, sales representatives, and Product Engineers.
- Data Analytics Integration: Partnered with the Product Improvement Team to spin up a standalone Quality Assurance department backed by custom Tableau data modeling, driving a 4% month-over-month mitigation of client/creditor revenue loss ($46M saved).
- Systems Training & Onboarding: Conducted hands-on technology training sessions for 80+ agents covering advanced system navigation across Okta, Salesforce Applications, Metasource, Salesforce Connector (Excel), and complex ACH clearing programs.
- Systems Transitions: Managed the migration of underwriting files over to the central Payment Operations technical database, optimizing data storage space and stopping payment leakages.
Credit Operations - PayPal - Chandler, AZ
(2015-09 - 2016-11)
- Investigated and resolved fraud escalations and system processing errors using deep transaction query logs.
- Created system process-mapping documentation for interdepartmental systems, removing processing dead-zones to optimize customer data flows.
- Optimized digital product playbooks ensuring uniformity across desktop and mobile application frameworks.
