1. Marlana Ware
6201 Windhaven Pkwy Apt. 1722, Plano, TX 75093 marlanaware@yahoo.com (c) 214-392-6325
Objective
In quest to obtain a challengingleadership position applying creative problem solving and project management skills with a growing
company that will utilizemy supervision and administrativeskillsto benefit mutual growth and success.
Qualifications:
• Systems knowledge - MicrosoftOfficeSuit: Word, Excel, Power Point,Publisher,Outlook,SharePoint, Projectand Visio
• Additional systems knowledge - Fidelity Lending Portal,LPS, FSD, RE, ProDoc,Nice Analytics, DLP
• Faxes,Copiers, and Multi-linephones
• Typing 75wpm and 10-key by touch 12,000kph
• Record Keeping, Filing, and creating client file folders, Billing, Timekeeping, Managing client files, Coordinating Court
Appearances and Legal Document Preparation,Documenting and scheduling
• Project Management knowledge, cross-functional project management concepts, methods and practices, creating business
plans and work streams, efficiently synthesize project information and accurately establish project scope, set project costs
and productivity benchmarks, effectively develop working relationships with stakeholders at all levels, and change
management knowledge
• Broad-based human resources knowledge, Abilities to conduct interviews, train interviewers, and facilitate decision-making
regardingoffers
• Data Protection & Information Security knowledge, risk management, information technology applications, processes,
software and equipment
Education
Career Point College San Antonio, Texas
Legal Assistant (Honors) 2006
Experience
Ernst & Young LLP Dallas,Texas
Infrastructure Projects Senior Associate 10/2015-Current
Infrastructure Projects Associate - Resource Development 10/2014-10/2015
Analyze measurements on projects/programs. Report findings to department teams, to help identify opportunities for improvement
with projects/programs. Create and maintain reports which include key statistics for operation center, measurements of accuracy
and timeliness for trainings, and other survey or statistical results. Analyze the workflow of operations, including process mapping.
Provide operational support to infrastructure projects, including training and development for staff, creating training material,
meeting material, and process documents. Aid Recruiting and Scheduling teams with ACA and WOTC Technology hiring, which
included coordination of Interviewing Blitz, and working with staffing agencies to source candidates, and participate in onboarding
temp-to-hires and direct-hires. Coordinated and facilitated temp-to-hire new-hire orientations and facilitated Local Office
Orientation, assisted with temp-to-hire separations. Current Data Protection support which includes the build out of Indirect Tax
Data Protection team, raising awareness of the importance of confidentiality and promote strong data protection practices within
the firm, liaise with Management/PPEDDs and teams about firm required Data Protection requirements, Data Loss Prevention
monitoring, assist with facilitation/coordination of Data Protection and Information Security awareness sessions. Create marketing
material,process documents, and designed SharePoint sitefor IndirectTax Data Protection team.
Ernst & Young LLP Dallas,Texas
ACA Associate 09/2013-10/2014
Interfaced with all levels of clients inquiring about the Affordable Care Act legislation via phone, email, or written correspondence.
Worked with internal teams to ensure optimal performance, data provision, and performance reports scheduling. Assisted with
preparation and distribution of documentation for Marketplaces and appeals for clients. Provided educational materials to
applicable recipients, and performed document audits to ensure each ACA notice is complete and accurate. Processed Work
Opportunity Tax Credit Screening via phone interaction for clients to determine potentially eligible applicants, and processed
barcodeidentification assignments for unemployment insuranceclaims.
Expedia Inc. Dallas,Texas
Lodging Support Services & Financial Operations Agent 06/13-09/13
Performed accounts payable & receivable functions for lodging expenses for hoteliers. Initiate dispute process for merchant
discrepancies as tier one financial operations, and assist with managing vendor accounts. Supported phone interaction with clients
to aid in tier three escalations for lodging relocations. Processed purchase and billing inquires for both vendors and external
customers, for accountcredits.Liaised with banks and merchants to support successful credittransactions.

2. ChaseHome Lending Monroe, Louisiana
Customer Care Research Specialist I / Account Supervisor 10/10-05/13
Provided lead support for a team of 15-20 non-exempt customer care professionals. Provided floor assistance to agents for Info
Assist calls to prevent escalation. Answered and supported client calls, as volume deemed appropriate, responded to escalated calls
as needed. Identified trends for team escalation activity, created and provided trainings to develop agents. Established new and
enhanced policies and procedures to meet changing servicing needs. Managed and reviewed all monthly quality monitoring.
Responded to client requests of loan review, by utilizing mortgage software and reviewing loan documents to ensure proper
servicing and processing via fax/mail/email, and written correspondence. Identified department procedure deficiencies and devised
and implemented processes to aid development. Administered agent coaching to assist in the enhancement of client interaction and
job performance. Monitored loans to ensure correct execution of loan documents to abide by legal statues of loan underwriting
guidelines. Specialized in ARM Loans/Conventional/Government Insured. Aided post-closing, loan processing and underwriting with
communicatingwith clients for completion of loan packages and closingfor new loans .
ChaseHome Lending Monroe, Louisiana
Customer Care Professional /Agent Interaction Developer 10/08-10/10
Directed phone interaction with customers resolve servicing questions and complaints about payments, loan documents and terms,
taxes and insurance, while utilizing multiple computer systems. Assisted team leads and Supervisor as floor walker, aiding agents
with procedures for mortgage servicing. WOW coaching: listening and validating calls from customer care professionals, and either
submittingthem for approval or denyingthem, while returningconstructive feedback and encouragement.
ChaseHome Finance Monroe, Louisiana
Origination Analyst/Post Closing 11/07-04/08
Examined mortgage origination packages for accuracy and completeness to ensure proper execution accordingto underwriting
guidelines and lending-programrequirements. Directed interaction with customers/third parties to reprocess improperly executed
loan documents. Entered analyzed data into correspondingmortgage reporting systems. Thoroughly reviewed credit
documentation, income and assetinformation for compliancereview. Prepared and mailed signatureassignments to courthousefor
recordingafter loans arepurchased.Sent final documents to investors and monitored loans with outstandingdocuments. Provid ed
photocopies of title policies,recorded mortgages and assignments,and sent to investors accordingto specified deadlines.Prepa red
required paperwork, includingpurchaseadvices and accountingreports,when loans arepurchased by investors.Mailed assignments
and good-bye letters and maintained necessary records.
Atul Patel San Antonio, Texas
Legal Assistant 04/06-11/06
Transferred legal documents to lawyers, tax office and realtors. Processed and examined unemployment benefit compensation
packages. Processed accidents/incidents reports of local properties. Standard filing and preparation of legal documents, answered
phones, schedule appointments. Planned, coordinated, kept inventory, and followed-up on customers’ complaints, requests, and
inquires.
Civic and Professional Affiliations
Toastmasters International,2015 –Current (Member)
Professional Women’s Network, 2015 – Current (Member)
Latino Professional Network, 2014 – Current (Member)
Order of Eastern Star, Fraternal Organization,2014 –Current (Member)