Raianna Gray

Experience

• 

  Bank of America

  Jan 2007 - Jul 2020

  • Applied regulatory compliance knowledge and quality expertise to implement process improvements. • Fostered timely resolution of QC investigations related to deviations, test failures, or acceptance criteria issues. • Verified compliance with internal inspection readiness programs. • Led the design and implementation of a holistic training program for quality associates, yielding a significant 50% decrease in errors and driving a notable 30% boost in productivity within the initial quarter. • Completed regular audits to assess the effectiveness of quality control measures and identify areas for improvement; completed corrective actions that increased overall compliance by 25% and reduced rework by 20%. • Revamped quality assurance protocols to align with industry best practices, resulting in a 40% decrease in non-compliance issues and ensuring 100% adherence to regulatory and procedural standards for a team of 15 associates. • Regulatory liaison for all communications. Provided governance for all regulatory and compliance guidelines and updates. Show less • Capitalized on internal resources and fresh strategies to bring about permanent change to organizational culture and processes. • Developed a comprehensive escalation management system, establishing clear protocols and timelines for communication with support teams, resulting in a 30% reduction in customer support response time and a 10% increase in first-call resolution rate. • Managed end-to-end research and audits for complaints, ensuring compliance with regulatory requirements and driving process improvements that reduced resolution time by 30% and mitigated risks associated with regulatory agencies. • Conducted direct observations of operations to help troubleshoot actions and identify corrective requirements. • Spearheaded comprehensive regulatory compliance initiative, resulting in a 25% reduction in audit findings and ensuring adherence to industry standards and legal requirements across all departments. Show less

  • Quality Analyst

    Oct 2015 - Jul 2020

  • Business Operations Consultant

    Mar 2014 - Oct 2015

  • Process Support

    Dec 2010 - Mar 2014

  • Account Manager

    Aug 2008 - Dec 2010

  • Collections Specialist II

    Jan 2007 - Aug 2008
• 

  Wells Fargo

  Oct 2020 - Jan 2024

  • Constructed, tested, validated, and provided assistance in the development of software for continuous endeavors aimed at achieving an efficient and streamlined process to ensure optimal performance.• Collaborated with all necessary support teams to align processes, streamline workflows, and improve communication, resulting in a 25% increase in efficiency and a 15% improvement in overall customer experience. • Leveraged investigative techniques to identify and resolve customer issues, leading to a notable 95% increase in internal satisfaction reviews and a commendable improvement in customer satisfaction scores. • Identified discrepancies, deviations, or trends of non-compliance or exceptions to regulations thatcould potentially breach federal laws and internal policies. Processed complex and correctivetransactions, including monetary and non-monetary actions, ensuring accuracy and compliance with company policies and procedures.• Conducted thorough intake assessments and audits of sales transactions to determine optimal course of action. investigating and analyzing issues to identify root causes, and researching product information to provide accurate and comprehensive correspondence • Provided expert advice to internal teams by staying on top of changing regulations and standards. • Trained employees in applicable regulations and successful methods for maintaining compliance. Show less • Managed regular training sessions for Sales Consultants, settlement agents, brokers, and other stakeholders to ensure adherence to documentation requirements, resulting in a 50% reduction in missing information and documentation errors, improving overall loan processing efficiency. • Drove cross-functional collaboration efforts with associated parties identify and resolve documentation gaps, resulting in a 15% increase in loan approval rates and a $2 million monthly revenue boost. • Optimized information gathering and documentation collection procedures, leading to a 25% decrease in average processing time and enhanced operational efficiency.• Utilized comprehensive research and analysis of data and business processes to devise and implement effective and strategic business solutions, with the aim of preventing the recurrence of defects in a proactive manner. Show less

  • Senior Research and Remediation Analyst

    Sept 2021 - Jan 2024

  • Loan Processor and Sales Support

    Oct 2020 - Sept 2021
• 

  Progressive Insurance

  Apr 2024 - now

  Claims Adjuster