1. J E N N I F E R M E L L O
9101 Newhall Dr. Apt. #19  Sacramento, CA 95826  916-216-0853  Jhight4573@gmail.com
Software Skills
Word Excel Visio PowerPoint Outlook Concur One Note Communicator JMP
Key Skills
Customer Service
Detail-Oriented
Critical Thinking
Solution-Oriented
Spread Sheet Development
Strong Analytical
Self-Starter
Thrives Under Pressure
Problem Resolution
Experience
Bank of America, Independent Contributor 2010 to 2014
AVP; Process Design Consultant I - Business Process Management COE 2012-2014
Position concentrated mainly on the modification process of home loans, and redefining processes effected by the new regulation
appointed by CFPB (Consumer Financial Protection Bureau). Partnered with change management on projects, building and/or
updating process maps and submit to ARIS Business Publisher. Consult on process gap identification, document process controls and
assist with completing the Failure Mode and Effects Analysis (FMEA). Traveled to project discussions for business requirement
documentation and consult on high and low level designing. Build strong partnerships with business control managers, legal/risk and
compliance, procedures writers and department approvers to ensure complete exposure from design phase thru control phase. Project
team as a whole successfully implemented new terms passed down by CFPB within allotted time frame, as well as captured systems,
key strokes and customer service verbiage that were either improved upon or were identified as obsolete.
AVP; Process Design Consultant I- Exception Processing 2010-2011
Implementation and monitoring of the Business Process Management (BPM) platform with Teller and ATM Cash Exceptions, Cash
Services, and Official Items. Successfully guided these units through pilot phases, and into "business as usual" status. Daily
monitoring of dashboard metrics, root cause analysis for out of control scenario’s, address and document any variance identified and
create action plan for needed improvement opportunities. Maintained online BPM tools and reports such as Excel workbooks used for
required documentation, process maps, control plans, and meeting notes.
Bank of America, CA Teller Cash Exceptions 2000 to 2010
AVP; Operations Team Lead 2006-2010
Monitored overall performance of fifteen direct reports, and maintained administrative requirements. Analyzed production data
routinely to identify areas of needed improvement, and established training plans accordingly. Developed site focused production
workbook designed to capture month to date data to assist in various goal setting, and provide management teams with information
used in Personal Development Plans. Worked with various lines of businesses and workgroups to address defect volume,
collaborating on ways to resolve issues in efforts to minimize or eliminate defects known. Heavily involved with project work
surrounding resolution implementation in Cash Services (Cash Vaults). Other projects included involvement in the transition of work
in the BA Continuum Project, providing guidance to our own associates, as well as ensuring the associate's understanding and
commitment to working the new process with our offshore partners.
Operations Group Lead 2002-2006
Responsibilities included daily monitoring and reconciliation of LOB owned GL accounts for multiple states, resolution approvals
provided by analysts, and assist associates in questions and collaboration on difficult resolutions. Involved in training sessions with
new procedures and initiated refresher sessions, project participation for reduction of internal errors and Cash Vault research, and
provided overall assistance to the Team Lead. Accomplishments include obtaining SME status with General Ledger, TEBS, and Cash
Vault Settlements involving COMPAS. Participated in the planning of CELA/Spirit events and celebrations, served as a United Way
representative, and volunteered as Employee Survey Ambassador for two years.
Research and Adjustment Analyst II 2000-2001
Primary function involved the research and accurate resolution on deposit errors coming out of Banking Centers, cash vaults, and
ATM's. This included any defects stemming from account activities such as deposits, credit card payments, withdrawals, and
mortgage payments. Maintained exceeds productivity of 9.5-11.5 items cleared per hour, while allowing for capacity to help fellow
associates. In 2001, maintained a duel role of a research analyst and a recon analyst, balancing unit owned General Ledger
accounts for four states.

2. Hollywood Entertainment (Hollywood Video) 1995 to 2000
Store Director
Overall general managerial duties including all cash and deposit handling, inventory, payroll, accounts payable and receivable, supply
orders. Monitoring the cleanliness of store, merchandising, preparation of products, signage prep, and floor presentation. Weekends
were solely customer service focused, walking the floor and greeting customers. Handled customer compliments and complaints, as
well as special requests and holds, in person and over the phone. Ensured that staff was informed of new developments and media
reports on movies and the company to provide customers knowledgeable answers to their questions.