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Senior Advocacy Coordinator/Funding Analyst Resume Example

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SENIOR ADVOCACY COORDINATOR/FUNDING ANALYST
Summary

Motivated in Finance Operations and Processing with 5 years of background experience. Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team building record.

Skills
  • Site safety coordinator
  • Resource advocacy
  • Resource advocacy expertise
  • Senior management updates
  • Data entry
  • Accounts reconciliation
  • Schedule management
  • Project assistance
  • Ability to prioritize
  • Compensation/payroll
  • Regulatory compliance
  • Accounts payable and receivable
  • File and data retrieval systems
  • Document control
  • Audits
  • Delinquent account management
  • Fee assessments
  • Account reconciliation
  • Troubleshooting and diagnostics
  • Report writing
  • Conflict resolution
  • Strategic planning
  • Planning and coordination
  • Production planning
  • Data collection and analysis
  • Risk mitigation
  • Payroll liabilities
  • Computerized tracking
  • Proficiency in Microsoft office, Google suite, outlook, and other email platforms; imagesoft, TRIPS, and other general banking software, and Right Fax
Experience
Senior Advocacy Coordinator/Funding Analyst, 05/2018 － CurrentCapital One Bank － Plano, TX
  • General customer service inquiries
  • Researched and resolved customer complaints
  • Identified and provided feedback on trends
  • Flagged potential regulatory compliance violations or potential risk events
  • Payment Investigations
  • Assisted customers with opening new accounts and terms
  • Worked cross-departmentally to research and resolve customer issues on the first call
  • Troubleshooted issues in order to implement a resolution and provide a great customer experience
  • Performed extensive research to further understand customer problems and offer solutions
  • Partnered with branch associates and other bank departments to fulfill client requests
  • Gather and verify loan documentation, which could include making outbound phone calls to loan customers and business partners
  • Process data entry for loan information
  • Handle a case-load of loans to process funding and underwriting, and verification of documentation
  • Identify, document, and correct identified errors with loan documentation and loan process and programs
  • Ensure accuracy and highest quality assurance standards
  • Create amazing customer experiences
Asset Preservation Coordinator/Contractor, 01/2016 － 04/2018Mortgage Contracting Services/Cornerstone Staffing － Lewisville, TX
  • Received and reviewed incoming work, prioritized, contacted appropriate resources as needed; entered transactions into system
  • Verified accuracy; resolved general customer issues using multiple resources and records
  • Prepared, edited, distributed, and/or corrected specialized and/or complex documents/notes/entries
  • Contacted customer with any questions or concerns. Worked to minimize risks
  • Monitored queue, ensuring necessary property preservation work is completed
  • Ensured that all work was completed accurately and in compliance with client specifications and company policies
  • Utilized a substantial amount of Microsoft excel spreadsheets alongside with client and application systems
  • Utilized most of the Microsoft office on daily tasks
Treasury Assistant, 09/2012 － 03/2015Remedy Home Health － Dallas, TX
  • Set up and monitored payment plans and processed payments
  • Maintained up-to-date contact information for each case under review
  • Maintained records for each case, including phone numbers, contacts and any actions taken
  • Inputted information from patient calls and onsite service visits into the company's system using Axxess AgencyCore
  • Wrote scopes, requirements
  • Delivered an exceptional level of service to each patient by listening to concerns and answering questions
  • Proactively identified and solved complex problems impacting operations management and business direction
Customer Service Representative, 08/2007 － 12/2011ACS-Sprint And Nextel － Houston, TX
  • Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options
  • Tracked each interaction for auditing, reporting and training purposes
  • Consulted with upset customers to determine best methods to resolve service and billing issues
  • Communicated with supervisors to escalate customer concerns, store issues and inventory requirements
  • Reviewed customer data to assess current issues and determine eligibility for potential solutions
  • Reviewed account and service histories to identify trends and unaddressed issues
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
  • Maintained revenue streams by exhausting every option before offering refunds on escalated calls
  • Documented conversations with customers in Citrix to track requests, problems and solutions offered
  • Addressed customer service inquiries quickly and accurately
  • Kept abreast of rapidly evolving CDMA technology to provide exceptional support, develop proactive issue resolutions, and share benefits of new technologies
  • Reduced process lags and effectively trained team members on best practices and protocol
  • Exceeded company productivity standards by 80% on consistent basis, handling more than 70% of quota each day
  • Met or exceeded revenue objectives by promoting device protection and upgraded plans to customers during service, in addition to account and sales follow-up calls
  • Upheld privacy and security requirements established by American Civil Liberties Union regulatory agencies
Education and Training
2012Texas Southern University － Houston, TXBachelor of Science
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Resume Overview

Companies Worked For:

  • Capital One Bank
  • Mortgage Contracting Services/Cornerstone Staffing
  • Remedy Home Health
  • ACS-Sprint And Nextel

School Attended

  • Texas Southern University

Job Titles Held:

  • Senior Advocacy Coordinator/Funding Analyst
  • Asset Preservation Coordinator/Contractor
  • Treasury Assistant
  • Customer Service Representative

Degrees

  • Bachelor of Science

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