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Solutions-focused, versatile management professional offering a comprehensive background supporting U.S. military operations in roles of increasing responsibility during a 20-year career in the United States Air Force. An effective communicator who quickly masters new roles and technologies to achieve positive results.
Dedicated and focused Advanced Medical Support Assistant who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.
Selected after a month and a half of employment to be the subject matter expert for the Veterans Choice Program for the Prime Care clinics. Coordinated the logistics of Mega Clinic with the Health Systems Specialist of Prime Care in successfully addressing a solution to access challenges by creating appointments and reducing the over thirty day wait times.
Worked on scheduling audits to recognize and correct errors ensuring proper scheduling procedures were being performed.
Underwrote, structured, and documented independently all existing Small Business Administration loans in the Wholesale Lending Portfolio. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Handled and submitted for approval to the SBA Loan Servicing request for the portfolio, to include; collateral substitution, troubled debt restructure and transfer to Special Assets for continuous monitoring or charge off. Responsible for manually logging into the WLS/SBA Production Support Help Line and daily monitoring of the SBA servicing email inbox. Educated customers on the variety of loan products and available credit options. Worked in collaboration with closing attorneys to execute the loan closing process, including ordering credit reports, appraisals and preliminary title reports. Primary Collection Specialist for all SBA funded loans. Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements. Maintained confidentiality of bank records and client information. Primary customer service contact for delinquent accounts. Gathered, analyzed and researched data from a variety of database systems. Coordinated with internal and external contacts to respond to underwriting and loan decision both written and orally.
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Assisted with the development of the call center's operations, quality and training processes. Properly directed inbound calls in phone queues to improve call flow. Acquired insurance authorizations for procedures and tests ordered by the attending physician. Scheduled surgeries and procedures in conjunction with Surgical Coordinator. Scheduled patient follow up appointments. Completed registration quickly and cordially for all new patients. Efficiently performed insurance verification, pre-certification and pre-authorization functions.
Managed staff of up to thirty employees and lead the operations for the Centralized Credit Support Services Renewal Prep Team; responsible for customer service, loan monitoring, processing and documentation. Performed executive secretarial responsibilities for Site Manager to include: booking travel, completing expense reports and conference/meeting scheduling. Oversaw office automation duties to include clerical duties, telephone and correspondence to clients while establishing office guidelines and procedures of office support staff. Responsible for budget management, achieving business goals, performance management, staff planning, and development, as well as implementation of long term business goals. Responsible for accuracy of all outgoing loan documentation and correspondence for customer renewals. Prepared, compiled and retrieved reporting statuses for distribution to team. Successfully met and in many cases, succeeded, all established merger integration targets and time lines. Consistently provided clear expectations, tools, training, feedback, rewards and recognition. Effectively applied compensation philosophy and communicated overall business results to the team in a timely basis. Responsible for recruitment, staffing payroll, and performance management to include disciplinary or adverse actions. Utilized electronic and manual information systems for internal reporting requirements for staff. Gathered background information, prepared case files and formal correspondence on the full range of informal, disciplinary and adverse actions. Served as the primary administrator for the Physical Access Control System at site location. Verified personal identification authorization documents, temporary parking passes, parking permits and decals, or other forms to authorize access, and briefed employees and visitors on controls and restrictions associated with access to site location.
Portfolio Risk Manager for a $188 million portfolio of business banking loans focused on maintaining the credit quality goals as defined by credit administration. Responsibilities included: underwriting loan renewals, conducting annual reviews, and assigning appropriate risk ratings through spreading financial data, generating financial rations and determining liquidity and profitability. Assisted the new deal team with backlog of credits and direct lead for assigned collector to portfolio with final approval to transfer problem loans to Special Assets Department. Worked closely with local relationship managers, salespeople, and management teams to negotiate with and retain clients, as well as to increase sales of loans and other banking products.
Review and analyze financial data of individuals and businesses to determine the degree of risk involved in extending credit or lending money. Primary responsibilities included assessing credit risk through financial analysis to include borrowing bases, covenant ratios, collateral monitoring, and financial statement spreading to evaluate liquidity and profitability. Perform periodic reviews of both personal and business financial statements, tax returns and audited financial statements. Prepare reports; extract financial data of existing and potential credit customers.
Provided customer service assistance in support of six dealer relationship managers, fourteen auto loan processors and twelve underwriters for a large regional financial services company. Collaborated effectively with loan underwriters, auto dealerships, individual consumers, legal department and loan processors ensuring accuracy and legal compliance of loan contracts. Funded, debited and charged back funds to dealerships as required.
Coursework in Criminal Justice, Criminology and Sociology. 60 hours of coursework in Juvenile Justice and Deviance in Society completed. Anticipated graduation: June 2018
Coursework in Finance and Business Administration. Coursework in Financial Modeling.
RMA (Risk Management Association), SunTrust Bank 2013
LDP (Lending Decisioning Process), SunTrust Bank 2013
Managing Diversity, Wachovia Bank 5/08
Situational Leadership, Wachovia Bank 9/07
Omega Performance, SunTrust Bank 5/06
Credit Management Tracking Software Training, SunTrust Bank 1/06
Credit Management Package Software Training, SunTrust Bank 9/05
Financial Analysis Training, SunTrust Bank 4/03
Medical Terminology Training, Veterans Administration Medical Center 8/90