Customer Experience Manager

• Dec 2020 - Present

Sales Administration Supervisor

• Feb 2016 - Dec 2020

Responsible for overseeing all sales support functions of the Sales Administration andCustomer Support department.Serve as the primary point of contact for the North American Sales Team; addressing allbusiness issues escalating as appropriate.Customer focused practice that aligns customer needs and satisfaction as primaryconsideration in all business decisions.Assist with inventory, sales and audits.

QA Business Analyst

• Oct 2009 - Feb 2016

Research customer lending documents to ensure collateral security and releaseProficient in DOS and Windows based lending platforms ACBS, ACLS & LENDReceived recognition for evaluating and improving operations

General Manager

• Jan 2002 - Jun 2009

Created policies and procedures in compliance with NCUA and Federal RegulationsConducted monthly Board and Supervisory Committee meetingsComplied with NCUA AuditsSpearheaded multiple project initiatives improving technology and efficienciesImplemented online customer account access, bill pay & loan application programSet dividend and interest rates and created lending matricesMonitored delinquent loan accounts; charged off non performing loans with BoardapprovalHandled bankruptcies, garnishments, judgement and foreclosuresInvested liquid capitalPrepared secured consumer loan documents utilizing FedComp Virtual LenderExamined loan approvals and cleared conditionsReviewed evidence of insurance to ensure proper property coverageOrdered property evaluations to ensure security is within lending limitsStrong leadership and decision making skillsStrong negotiation and conflict management skills