Erika Phillips
Mesa
Summary
Creative Business Analyst with broad-based background in highly competitive and dynamic organizations. Recognized as decisive leader and excellent team player. Committed to forming strong, productive teams.
Overview
8
8
years of post-secondary education
18
18
years of professional experience
Work History
Business Analyst
Freedom Mortgage
Moorestown
03.2021 - 01.2026
- Developed exception reports for 200,000+ Covid-impacted customers, enhancing regulatory compliance by 90%.
- Implemented quality assurance protocols for Automated Consumer Dispute Verifications (ACDVs), improving processing accuracy by 75%.
- Conducted detailed risk assessments, improving operational risk management by 70%.
- Achieved 100% compliance with industry standards and regulatory requirements in credit department operations.
- Analyzed market trends to inform business strategies and product development.
- Developed process maps to identify areas for improvement in workflows.
- Utilized data analytics tools to assess project outcomes and efficiencies.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
Business Expansion Supervisor
Innovative Promotions
New Jersey
03.2019 - 03.2021
- Directed market expansion analysis, contributing to 56% increase in regional sales and 20% growth in market share.
- Managed and mentored team, driving 60% sales increase and 35% turnover reduction annually.
- Completed business saturation analysis, expanding operations to 8 additional territories.
- Coordinated new product launches, generating 25% increase in product line revenue.
- Trained new staff on company policies and operational procedures for effective performance.
Asst Supervisor Exam Support
PHH Mortgage
New Jersey
09.2018 - 01.2019
- Trained staff on exam protocols and best practices for administration.
- Collaborated with faculty to develop and distribute exam content guidelines.
- Developed and managed team scorecards and KPIs to enhance performance metrics.
- Managed audits from state entities and investors to ensure compliance with regulations.
- Reviewed audit findings and presented recommendations to management teams.
- Implemented risk remediation strategies, bolstering risk management framework by 15%.
- Conducted risk assessments to identify potential vulnerabilities in operations.
- Collaborated with managers from other departments to ensure smooth workflow across the organization.
- Evaluated internal policies for alignment with industry standards and regulations.
Executive Resolution Analyst
Cenlar FSB
New Jersey
05.2017 - 09.2018
- Resolved disputes from various entities, maintaining 100% resolution rate across 110+ cases monthly, ensuring stakeholder satisfaction.
- Ranked top three in quality and production scores among 40+ specialists, demonstrating commitment to excellence.
- Ranked top three for quality and production scores among a team of 40+ specialists.
Customer Relations Representative III
Mr. Cooper
Texas
07.2015 - 05.2017
- Wrote 100+ response letters monthly, achieving 98% quality rating.
- Provided updates to HUD on disputes, cutting resolution time by 50%.
- Designed and delivered training programs, resulting in 70% improvement in customer service metrics.
Asset Property Management Coordinator
Mortgage Contracting Services
Texas
06.2013 - 05.2015
- Handled property re-verifications, reducing reconveyance properties by 80%.
- Conducted thorough property re-verifications to ensure accuracy of records., reducing reconveyance properties by 80%.
- Coordinated with vendors and contractors to ensure timely project completion.
Vendor Liaison
PHH Mortgage
New Jersey
06.2008 - 05.2013
- Managed foreclosure and bankruptcy processes for over 2,000 properties/customers monthly, ensuring compliance and timely resolutions.
- Completed detailed bankruptcy reconciliations, increasing financial accuracy and reducing discrepancies.
- Managed high-volume email correspondence, reducing response times by 80%, leading to improved customer satisfaction.
- Managed foreclosure and bankruptcy processes for over 2,000 properties/customers monthly.
Education
Bachelor of Arts - Analytics
Purdue University Global
IN 06.2023 - 07.2026
Bachelor of Arts - Accounting
Ashworth University
Norcross, GA 01.2008 - 12.2012
Skills
- Risk Analysis
- Data Analytics
- Risk assessment
- Compliance
- Compliance management
- Quality Assurance
- Project Management
- Project management
- Process improvement
- Tableau
- Excel proficiency
- Pivot tables
- Financial Analysis
- Default management
- KPI tracking
- Report preparation
- Team collaboration
- Change management
- Communication skills
- Problem-solving skills
- CRM systems
- Black Knight (LPS/MSP)
- Business Strategyforce Administration
- Default management
- Report preparation
- Problem-solving skills
Timeline
Bachelor of Arts - Analytics
Purdue University Global
06.2023 - 07.2026
Business Analyst
Freedom Mortgage
03.2021 - 01.2026
Business Expansion Supervisor
Innovative Promotions
03.2019 - 03.2021
Asst Supervisor Exam Support
PHH Mortgage
09.2018 - 01.2019
Executive Resolution Analyst
Cenlar FSB
05.2017 - 09.2018
Customer Relations Representative III
Mr. Cooper
07.2015 - 05.2017
Asset Property Management Coordinator
Mortgage Contracting Services
06.2013 - 05.2015
Vendor Liaison
PHH Mortgage
06.2008 - 05.2013
Bachelor of Arts - Accounting
Ashworth University
01.2008 - 12.2012