Baltimore, MD • +1 (443) 538-2512 • sharondaharris38@gmail.com • linkedin.com/in/sharonda-harris38

PROFESSIONAL SUMMARY

Operations and Program Analyst with 15+ years of experience supporting IT-adjacent, regulated, and high-volume environments. Proven ability to coordinate workflows, track timelines, support implementations, maintain audit-ready documentation, analyze operational data, and collaborate cross-functionally. Experienced in program operations, project support, PMO reporting, compliance, and process improvement.

CORE COMPETENCIES

WORK EXPERIENCE

Baltimore City Mayor's Office of Children & Family • Baltimore City, MD • 03/2024 - Present

Program Analyst (Operations & Eligibility)

Program Operations • Eligibility Analysis • Data & Compliance Support

Supported end-to-end eligibility determination for federally and state-funded energy assistance programs.
Conducted client interviews and reviewed applications to ensure accurate alignment with eligibility criteria and regulations.
Entered, validated, and maintained case data across multiple state eligibility systems, ensuring data integrity and audit readiness.
Utilized system data and reporting to monitor case status, identify bottlenecks, and resolve processing delays.
Coordinated with external partners and utility providers to support timely issue resolution and information exchange.
Maintained detailed, audit-ready documentation while delivering professional service in high-volume environments.
Identified workflow bottlenecks using system data and contributed to process improvements that reduced processing delays and improved case throughput.
Supported time-bound program initiatives by tracking case volumes, processing timelines, and resolution milestones to support service delivery targets.

Fair Collections & Outsourcing Inc. • Beltsville, MD • 01/2023 - 05/2023

Collections Account Manager

Account Monitoring • Compliance • Dispute Resolution • Reporting

Managed a portfolio of delinquent accounts, monitoring status, aging, and resolution progress within case management systems.
Conducted structured customer outreach and evaluated financial information to negotiate compliant payment arrangements.
Investigated disputes and discrepancies by analyzing account history and supporting documentation.
Maintained detailed, audit-ready records and ensured compliance with FDCPA and applicable state regulations.

Sandy Spring Bank • Columbia, MD • 08/2022 – 12/2022

Commercial Portfolio Administrator

Client Coordination • Portfolio Monitoring • Compliance Support

Served as a primary client interface for commercial borrowers, coordinating documentation and supporting loan servicing and renewals.
Assisted with commercial loan documentation, closings, and annual reviews, ensuring accuracy and adherence to internal standards.
Supported portfolio monitoring by tracking exceptions, disbursements, account activity, and past-due items.
Maintained accurate portfolio records and ensured compliance with bank policies, including BSA/AML and OFAC requirements.

KBHS Home Loans • Irving, TX • 07/2021 - 08/2022

Senior Construction Loan Processor

Construction Project Coordination • Draw & Schedule Management • Compliance Oversight

Managed a high-volume loan pipeline, prioritizing files to meet contractual deadlines, service-level agreements, and performance metrics.
Served as the central liaison between loan officers, underwriters, credit union members, and third parties to maintain workflow continuity and timely closings.
Reviewed, verified, and analyzed financial documentation to support underwriting decisions, including income, assets, credit, and eligibility factors.
Ensured adherence to internal policies, partner credit union guidelines, and applicable federal and state lending regulations.
Operated in a senior capacity, resolving escalations, identifying risk indicators, and supporting audit-ready compliance throughout the loan lifecycle.

S3 Shared Solutions (Credit Union Service Organization – CUSO) • Linthicum, MD • 12/2019 - 06/2021

Senior Loan Processor

Pipeline Management • Compliance Oversight • Stakeholder Coordination

Managed a high-volume loan pipeline, ensuring timely, accurate, and compliant processing from application through closing.
Served as the primary liaison among loan officers, underwriters, credit union members, and third-party partners to maintain workflow continuity.
Reviewed, verified, and analyzed financial documentation, including income, assets, credit, appraisals, and title, to support underwriting decisions.
Identified documentation gaps, risk indicators, and compliance issues, resolving conditions prior to final approval.
Operated in a senior capacity, supporting escalations, mentoring junior staff, and maintaining audit-ready files aligned with regulatory requirements.

AmeriNat • Baltimore City, MD • 03/2018 - 11/2019

Senior Loss Mitigation Processor

Default Servicing • Financial Analysis • Regulatory Compliance

Managed a high-volume portfolio of delinquent mortgage loans, analyzing borrower financials to assess hardship, repayment capacity, and eligibility for loss mitigation solutions.
Served as the primary point of contact for borrowers, coordinating documentation and guiding cases through resolution while meeting strict regulatory timelines.
Administered loss mitigation options—including loan modifications, forbearance, repayment plans, short sales, and deeds-in-lieu—in compliance with FHA, VA, and Maryland DHCD/CDA guidelines.
Ensured adherence to federal and state regulations (FDCPA, RESPA), collaborating with internal teams and external partners and acting as an escalation resource for complex cases.

Freedom Mortgage • Columbia, MD •08/2016 - 02/2018

Senior Loan Processor / Junior Underwriter

Pipeline Management • Pre-Underwriting Analysis • Regulatory Compliance

Managed a high-volume VA refinance pipeline, prioritizing files to meet processing and closing deadlines.
Performed pre-underwriting reviews, analyzing borrower financials, tax returns, credit, and eligibility against VA guidelines.
Identified and resolved documentation gaps, supported underwriting conditions, and maintained audit-ready loan files.

Treliant LLC • Washington, DC • 06/2014 - 12/2015

Mortgage Review Analyst

Mortgage Quality Review • Regulatory Compliance • Risk Analysis

Conducted mortgage loan file reviews to assess compliance, quality control, and risk exposure for financial institutions.
Identified exceptions, documented findings, and supported remediation and reporting efforts.
Collaborated with cross-functional teams to meet client and regulatory requirements.

Prosperity Mortgage Company • Rockville, MD • 04/2012 - 05/2014

Executive Area Mortgage Assistant II / Mortgage Operations Assistant

Executive Operations Support • Pipeline & Workflow Management • Compliance & Reporting

Provided advanced executive and operational support to a Division Branch Manager overseeing 20+ loan officers across DC, MD, VA, WV, and DE, supporting multi-state operations and leadership workflows.
Managed and tracked a high-volume loan pipeline from application through closing, monitoring deadlines, dependencies, and outstanding conditions to support timely execution.
Coordinated cross-functional workflows among loan officers, borrowers, processors, underwriters, and third-party vendors to maintain continuity and resolve issues.
Reviewed and validated loan applications and supporting documentation to ensure accuracy, completeness, and compliance with federal, state, and company requirements.
Planned, scheduled, and implemented sales initiatives and company-wide events, coordinating logistics, timelines, communications, and stakeholder participation.
Prepared and maintained financial and operational reports, including expenses, commission, profit and loss, market share, and general ledger tracking.
Coordinated payroll processing for high-performing, multi-million-dollar sales teams, ensuring accuracy, timeliness, and confidentiality.

U.S. Small Business Administration (SBA) • Herndon, VA • 02/2011 - 03/2012

Loan Specialist

Federal Loan Processing • Eligibility Review • Program Compliance

Reviewed and processed federally backed loan applications to verify eligibility, documentation, and compliance with SBA guidelines.
Analyzed financial and supporting records to support loan determinations and program integrity.
Coordinated with internal teams to ensure timely processing and accurate reporting.

Freddie Mac • McLean, VA • 05/2008 - 01/2011

Loan Settlement Analyst

Settlement Oversight • Financial Reconciliation • Regulatory Compliance

Supported compliance and risk controls for federally backed mortgage portfolios in a regulated environment.
Analyzed servicing data to resolve escalations and ensure adherence to federal guidelines.
Collaborated cross-functionally to support portfolio integrity and audit readiness.

ICF International • Reston, VA •06/2006 - 04/2008

Grant Analyst

Disaster Recovery • Eligibility Verification • Regulatory Compliance

Supported federally funded programs through data tracking, reporting, and documentation.
Coordinated with internal teams and external stakeholders to support program execution.

BUSINESS & OPERATIONS EXPERIENCE

Oasis Vending • Columbia, MD • 12/2023 - Present Business Operations (Part-Time)

Strategic Operations • Financial Oversight • Business Development

Managed day-to-day business operations, including vendor coordination, inventory planning, route logistics, and service delivery across multiple client locations.
Tracked financial performance at the machine and location level, supporting budgeting, profitability analysis, and cost control.
Implemented data-driven operational improvements using smart vending and cashless payment technologies to improve efficiency and monitoring.
Coordinated client relationships and service agreements, ensuring responsiveness, compliance, and consistent service standards.

EDUCATION

Bachelor of Science in Information Technology Management (BSITM) Expected (2026) Western Governors University

Master of Business Administration (MBA ITM) Planned (2026-2027) Western Governors University

CERTIFICATIONS & PROFESSIONAL CERTIFICATES

ITIL 4® Foundations

Google Project Management Certificate (In Process)

Google Business Intelligence Certificate

Google Data Analytics Certificate

BCR Cyber SOC Operations Analyst I SOCOA I