Increased Teams Targets by 45% with use of created tools and six sigma methodology.
Maintain Contracted SLA's for 3+ years without penalties
Awarded 1st Place - GOLD for most effective Creating & Implementing Error - Proofing and Process Enhancement Tools amongst all Global Locations HCL Internationally - 2012 - 2014
Six Sigma Trained and Certified - Yellow & Green Belt (HCL)
Senior Underwriter / SME / Trainer - Consumer Lending Operations12/2011 to CurrentHCL AmericaCary, NC● Manage effective communication across multiple time zones with subordinates and clients (PST, CST, IST & EST) ● Maintained Monthly SLAs with 35+ Underwriters & 4 team leads without penalty ● Defined internal quality expectations, targets and quality review methodology ● Identify techniques for quality control and develop effective action plans ● Map risks, identify contingency actions and develop risk plan ● Recruit, Interview, Hire, Train and complete yearly appraisals for all direct reports. ● Meet and Exceed all targets: Quality, Production, AHT & Concurrences ● Top Performer since inception of project, record breaking AHT & Quality ● Coach new hires on company operational procedures, product knowledge ● Gather, analyze, and Decision Secure & Unsecure Consumer Loans through inbound calls and internet based software ● Certified to Complete Verification of Income ● Highest Increased Lending Authority and Product training Achievements that lead to promotions ● Created, maintained and implanted Quality Assurance Sampling and Methodology Tools across multiple projects ● Team development and growth from 10 UW to 30+ UW ● Project planning, execution and closure for offshore expansion in Chennai, India ● Manage across multiple time zones: EST, CST, PST and IST ● Successfully completed multiple Six Sigma Projects to reduce cost and improve SLAs. ● Six Sigma Yellow Belt & Green Belt Certified ● 8x Gold winner of Company Global "Celebrating Excellence" Awards ● Created, maintained and implemented multiple error-proofing VBA/Macro Excel tools
Coach new employees on company operational procedures and product knowledge01/2010 to 01/2011Adecco - IBM / Seterus IncDurham, NCDurham, NC Loss Mitigation ● Organize loan products for customers ● Educate potential customers on home equity and consumer lending products, with emphasis on Prime, Agency, and FHA mortgages ● Advise and promote appropriate options for existing customers in need of assistance to modify terms of original agreement if applicable ● Coach new employees on company operational procedures and product knowledge ● Gather, analyze, and negotiated through inbound and outbound dialing ● Underwrite using DTI tool to conclude what options if any are available
Customer Care Representative01/2009 to 01/2010Xerox - Apple ProjectRaleigh, NC● Diagnose issues over the phone with all apple product holders ● Troubleshoot product and user issues ● Manage, handle, reroute and transfer calls in a call center environment ● Verify and update customer information for product and software registration purchases. ● Remain up-to-date on frequently changing software and hardware products produced by Apple. ● Resolve and notate issues diagnosed with customers by running multiple test, backups, resets and recoveries via telephone and remote desktop. ● Wrote knowledge base articles for other support desk and customer use for solving issues with customers. ● Maintain 100% customer Service scores, and exceeding all average expectations with call center statistics.
Marketing & Advertising Design Specialist01/2008 to 01/2010Syndicate SolutionsLithonia, GA● Developed and implemented strategic marketing plan for business ● Launched a thriving business, building revenue from $0 to $45 thousand with in the first year with minimal overheard ● Oversee front-office operations and provide impeccable customer service, building clientele supported by %60 referral business and 40% advertising business ● Create special promotions, write/design, print and outdoors advertising, designed and coordinate all media buying. ● Proficient with all marketing and design various software and printing machines. ● Built and maintained working business relationships with local and statewide companies on east and west coast. ● Maintain budgets, accounts payable and receivables.
Peachtree Support Analyst01/2007 to 01/2008Sage SoftwareLawrenceville, GA● Provides systems support to the customer of Sage software. ● Ensuring accurate control of database functions including security, connectivity, updates, backups and restorations, data integrity and system performance. ● Provides end-user support including, software installation, PC troubleshooting hardware diagnoses and configuration, and training. ● Prepares system software installation by studying software capabilities and operations, including task scheduling, memory management, file system, and input and output requirements. ● Detects and corrects work stoppage or errors by conducting tests, monitoring output and entering code changes. ● Optimizes system efficiency by analyzing performance indicators. Maintains historical records by documenting system software changes and revisions. ● Prepares reference tools for users by writing and updating operating instructions. ● Ensures operation of equipment by following manufacturer's instructions troubleshooting malfunctions, evaluating new equipment and techniques. ● Supports end-user hardware needs as related to database functionality. ● Maintains professional and technical knowledge by attending workshops reviewing professional publications
Resident Social Services Director01/2005 to 01/2007Community Life ConceptsAtlanta, GA● Implement, direct and manage programs for residents in one multifamily apartment community such as educational and self-sufficiency programs for children, youth and adults, including seniors, and community-building activities for all residents. ● Recruiting Participants for Programs by motivating current program participants and other residents, advertising and marketing programs through the production of a monthly calendar of events, other fliers and announcements and the writing of articles for community newsletters. ● Plan and lead educational and recreational activities for children and youth, including after-school activities for elementary school students and a teen program that involves tutoring, workshops and field trips for middle and high school students ● Established relationships and professional rapport with tenants, owners, volunteer groups, property management staff, county staff and staff of other community-based non-profits organizations ● Maintain and monitor community spaces and equipment by coordinating technical support, repairs and upgrades as necessary. ● Implement a database program using access that would compile data entered to produce reports to fulfill requirements of grants and to assist in obtaining more funding in order to continue and expand community activities. ● Assist with the decrease in overall occupancy ● Assist with the development of ideas for new grant projects. ● Providing Information and Referrals to Residents. ● Use resources available to gather information to help residents address their social service and educational needs through programs and agencies available. ● Assist residents in completing forms and applications and help them make linkages to appropriate agencies.
Bachelor of Arts: Project Management2016ASHFORD UNIVERSITYASHFORD UNIVERSITY Online Courses /Bachelor of Arts in Project Management Degree, 2016 GPA: 3.89/4.0
CST ● Certified to Complete Verification of Income ● Six Sigma Yellow Belt & Green Belt Certified
Advertising, Marketing, Operations, Loans, Customer Service, Receptionist, Retail Sales, Database, Clo, Team Lead, Underwriting, Accounts Payable, Backups, Budgets, Buying, Buying/procurement, Marketing Plan, Media Buying, Printing, Receivables, Strategic Marketing, Access, And Marketing, Multifamily, Property Management, Recruiting, Social Services, Technical Support, Leads, Quality Control, Lending, Training, Fha, Home Equity, Inbound And Outbound, Loss Mitigation, Mitigation, Call Center Environment, Statistics, Support Desk, Telephone, Data Integrity, Documenting, File, Peachtree, Scheduling, Security, Systems Support, Account Management, Data Entry, Human Resource Management, Payroll, Performance Management, Sales, Sales And, Solutions, Belt Certified, Black Belt, Exceed, Excel, New Hires, Offshore, Project Planning, Quality Assurance, Sampling, Six Sigma, Six-sigma, Sme, Subject Matter Expert, Project Management
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Companies Worked For:
Adecco - IBM / Seterus Inc
Xerox - Apple Project
Community Life Concepts
Job Titles Held:
Senior Underwriter / SME / Trainer - Consumer Lending Operations
Coach new employees on company operational procedures and product knowledge
Customer Care Representative
Marketing & Advertising Design Specialist
Peachtree Support Analyst
Resident Social Services Director
Bachelor of Arts : Project Management 2016
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