Experience

ABN AMRO Clearing USA LLC

• Financial Services
• 1 - 100 Employee

• Client Operations Officer

  • Feb 2022 - Present

  Chicago, Illinois, United States



OppFi

• United States
• Financial Services
• 200 - 300 Employee

• Operational Risk Resolutions Analyst

  • Jun 2020 - Sep 2021

  • Ignited the charge on resolving compliance and business issues by instilling preventative measures, performing root cause analysis, adequately sizing the impacted population, launching solution, and remediating affected customers • Redesigned, standardized, and optimized business processes to increase loan conversion rates and reduce compliance risk • Created and improved practices for customer remediation and closing out corrective actions • Mastered regulations such as ECOA, TILA… Show more • Ignited the charge on resolving compliance and business issues by instilling preventative measures, performing root cause analysis, adequately sizing the impacted population, launching solution, and remediating affected customers • Redesigned, standardized, and optimized business processes to increase loan conversion rates and reduce compliance risk • Created and improved practices for customer remediation and closing out corrective actions • Mastered regulations such as ECOA, TILA, TCPA, FCRA, SCRA, BSA, and MLA in order mitigate risk facing customers

• Customer Experience Analyst | Operational Risk

  • Feb 2020 - Jun 2020

  Chicago, Illinois, United States • Resolved and logged 50+ weekly customer complaints that are received by phone, email, social media, lawyers, complaint websites, and third parties. •Partnered with Regulatory Compliance to ensure all operational related complaints are logged and reported on. •Collaborated with the Manager of Complaints to determine root cause analysis of customer complaints. •Pinpointed training or individual coaching opportunities and worked with the Training Department to develop best customer… Show more • Resolved and logged 50+ weekly customer complaints that are received by phone, email, social media, lawyers, complaint websites, and third parties. •Partnered with Regulatory Compliance to ensure all operational related complaints are logged and reported on. •Collaborated with the Manager of Complaints to determine root cause analysis of customer complaints. •Pinpointed training or individual coaching opportunities and worked with the Training Department to develop best customer service practices. •Generated daily reports from consumer data in order to enhance Net Promoter Score (NPS) by surveying 1000+ customers through Delighted. •Oversaw resolutions of complaints within a given time frame by sifting through data on Salesforce.

• Loan Advocate

  • Aug 2018 - Feb 2020

  Chicago, Illinois • Capitalized on 50+ daily sales calls to enhance relations and convert prospects into clients while maintaining industry-leading customer service • Audited hundreds of financial documentation weekly in collaboration with Underwriting team to expedite loan approval process • Exceeded sales goals and regularly in top 10 for daily funding by leveraging product knowledge, sales patterns and client rapport



Wake Forest University

• United States
• Higher Education
• 700 & Above Employee

• Sports Marketing Intern

  • Sep 2017 - Dec 2017

  Greensboro/Winston-Salem, North Carolina Area • Supported marketing staff with game production, operations, and promotions of Wake Forest Athletics to increase ticket sales, attendance, and brand awareness • Developed and implemented strategic marketing plans and promotional activities to generate exposure to Wake Forest Athletics



Steelcase

• United States
• Furniture and Home Furnishings Manufacturing
• 700 & Above Employee

• Graduate Consultant

  • Aug 2017 - Dec 2017

  Greensboro/Winston-Salem, North Carolina Area • Adapted a multicultural, differentiated, consumer-driven marketing campaign and messaging platform to attract diverse millennial talent to Steelcase’s salaried workforce • Strategically repositioned Steelcase to reach 70% more applicants by revitalizing social media presence and implementing a scalable college scholarship program • Selected as Top 4 Finalist among 24 teams in the Management Graduate Business Program at WFU to present to Steelcase and Ernst & Young executives, along with… Show more • Adapted a multicultural, differentiated, consumer-driven marketing campaign and messaging platform to attract diverse millennial talent to Steelcase’s salaried workforce • Strategically repositioned Steelcase to reach 70% more applicants by revitalizing social media presence and implementing a scalable college scholarship program • Selected as Top 4 Finalist among 24 teams in the Management Graduate Business Program at WFU to present to Steelcase and Ernst & Young executives, along with over 160 Wake Forest students and faculty Show less



KAM's Bar

• Head of Operations

  • Sep 2013 - May 2017

  Urbana-Champaign, Illinois Area • Supervised and delegated tasks to 50+ staff members nightly to successfully maintain the facility • Managed 1,000 customers nightly to shape a positive experience and control crowd in venue • Implemented daily opening and closing procedures to ensure the facility could meet safety requirements and run efficiently



Big Ten Network Broadcaster Tim Johnson

• Research Assistant Intern

  • Dec 2016 - Mar 2017

  Urbana-Champaign, Illinois Area • Researched backgrounds and previous accomplishments of 6+ college wrestling teams and 100+ college wrestlers daily to develop 3 separate documents that contained information of the two teams that competed against each other, to give broadcaster quick access to efficient talking points for the live broadcast to run smoothly • Compiled statistics during one live broadcast of wrestling meet by keeping record of the scoring of 10 wrestling matches to ensure the scores were displayed correctly… Show more • Researched backgrounds and previous accomplishments of 6+ college wrestling teams and 100+ college wrestlers daily to develop 3 separate documents that contained information of the two teams that competed against each other, to give broadcaster quick access to efficient talking points for the live broadcast to run smoothly • Compiled statistics during one live broadcast of wrestling meet by keeping record of the scoring of 10 wrestling matches to ensure the scores were displayed correctly on television Show less



Stephens Family YMCA with Larkin's Place

• Health, Wellness & Fitness
• 1 - 100 Employee

• Marketing Intern

  • May 2016 - Aug 2016

  Champaign, Illinois • Appointed by the CEO as liaison between YMCA and local school district to establish first-year swim safety lessons for 150 at-risk elementary students to successfully teach children to swim and provide positive environment • Spearheaded 10+ programs in pre-planning and implementation, including donation drives for local schools, YMCA’s scholarship program (publicized on local television), YMCA youth basketball league, and other additional programs • Implemented and advised social media… Show more • Appointed by the CEO as liaison between YMCA and local school district to establish first-year swim safety lessons for 150 at-risk elementary students to successfully teach children to swim and provide positive environment • Spearheaded 10+ programs in pre-planning and implementation, including donation drives for local schools, YMCA’s scholarship program (publicized on local television), YMCA youth basketball league, and other additional programs • Implemented and advised social media marketing strategies to increase visibility and raise membership by 10% • Measured number of members hourly for 2 weeks, to help determine important equipment purchasing decisions Show less



Coast to Coast Label

• Printing Services
• 1 - 100 Employee

• Marketing Intern

  • Jan 2014 - May 2014

  Fountain Valley, CA • Established professional skills in customer service, marketing, sales, production management, and accounting by working weekly with professionals in each department • Incorporated daily marketing campaigns using social media to increase online traffic by 80% • Collaborated weekly with outside sales agents for 75+ sales calls to gain new sales and enhance client relations



Parkland Point

• Leasing Consultant

  • Jul 2012 - Dec 2013

  Urbana-Champaign, Illinois Area - Facilitated leasing, scheduled appointments, showings, and filing legal paperwork - Managed tenant (and potential tenant) inquiries regarding company regulations and rent payment - Conducted cold call methods to gauge and inform consumers about the apartment complex