Experience

Earnest

• United States
• Financial Services
• 100 - 200 Employee

• Associate Product Manager

  • Sep 2023 - Present

  Indianapolis, Indiana, United States As an Associate Product Manager for the Servicing team at Earnest, I define requirements and strategies for the Earnest Servicing website. I collaborate with the Client Happiness and Engineering teams, among other stakeholders, and own and present bi-weekly roadmaps and quarterly initiatives supported by data and analytics.



Navient

• United States
• Financial Services
• 700 & Above Employee

• Product Analyst

  • Dec 2020 - Sep 2023

  Fishers, Indiana, United States Develop Product Requirement Documents, visual flows, etc, of all product improvements Project manage Risk Partner findings and remediation Report and present Competitive Analyses to Leadership Project manage ad hoc issues and remediation Lead Agile ceremonies for developers Extended refinance population and outreach to include non-Navient customers Improved approval rate of pended applications for income/identity verification Update pricing maps based on monthly SOFR updates



Sallie Mae

• United States
• Financial Services
• 700 & Above Employee

• Customer Profile Analyst

  • Oct 2019 - Dec 2020

  Indianapolis, Indiana, United States Update Lender, School, Strategy, Cost of Attendance, and Demographic information Receive PEPS database from Department of Education weekly and updated accordingly Collaborate with partner departments to update LIBOR and PRIME rates monthly Assign requests to peers according to skill and current workload Independently coordinate monthly volunteer events Educate partner departments on request submissions to efficiently and accurately submit requests Complete cross-education for… Show more Update Lender, School, Strategy, Cost of Attendance, and Demographic information Receive PEPS database from Department of Education weekly and updated accordingly Collaborate with partner departments to update LIBOR and PRIME rates monthly Assign requests to peers according to skill and current workload Independently coordinate monthly volunteer events Educate partner departments on request submissions to efficiently and accurately submit requests Complete cross-education for Cobranding and Marketing Partner Updates Complete Mass Profile Updates Participate in monthly IT releases to update document and loan packet strategies Other miscellaneous duties as needed

• Quality Control

  • Dec 2018 - Oct 2019

  Indianapolis, Indiana Area Random testing for Customer Care and Sales in accordance with internal policies and procedures and regulatory requirements Independently complete timely testing in accordance with goals set by Leadership Coach Customer Care advisors daily on methods to improve their customer experience and reduce Compliance risk Collaborate with other Lines of Business and partners in Education/Compliance to identify and remediate Error Trends Identify and create weekly reports highlighting metrics… Show more Random testing for Customer Care and Sales in accordance with internal policies and procedures and regulatory requirements Independently complete timely testing in accordance with goals set by Leadership Coach Customer Care advisors daily on methods to improve their customer experience and reduce Compliance risk Collaborate with other Lines of Business and partners in Education/Compliance to identify and remediate Error Trends Identify and create weekly reports highlighting metrics and trends necessary for improvements in Lines of Business Spearhead calibration sessions to drive consistency and understanding between Quality and Lines of Business Calibrate CallMiner Dictionary for live testing Facilitate New Hire and continuing education

• Process Supervisor/Customer Care Team Lead

  • May 2017 - Dec 2018

  Indianapolis, Indiana Area • Coach various agents to improve designated metrics • Manage 4-6 agents per month on a rotating basis • Create and implement training modules for new hires • Consistently exceed goals as set by Executive Leadership • Monitor production floor • Create and implement continuing education documents • Act as a resource new hires, tenured employees, and fellow leadership • Assist in finding solutions in unusual customer issues/inquiries for peers in leadership • Maintain… Show more • Coach various agents to improve designated metrics • Manage 4-6 agents per month on a rotating basis • Create and implement training modules for new hires • Consistently exceed goals as set by Executive Leadership • Monitor production floor • Create and implement continuing education documents • Act as a resource new hires, tenured employees, and fellow leadership • Assist in finding solutions in unusual customer issues/inquiries for peers in leadership • Maintain expertise on new policies and procedures • Utilize Ulysses Training Mentor and Coaching Mentor to coach employees

• Customer Care Advisor

  • Apr 2016 - May 2017

  Indianapolis, Indiana Area • Serve customers’ needs by answering questions and finding solutions • Meet/exceed department operational standards • Consistently exceed goals as set by the Leadership Team • Continuing education for other agents via side-by-side training • Monitor production floor for supervisory staff as needed • Create and implement continuing education documents • Act as a resource for both new hires and tenured employees • Assist in finding solutions in unusual customer… Show more • Serve customers’ needs by answering questions and finding solutions • Meet/exceed department operational standards • Consistently exceed goals as set by the Leadership Team • Continuing education for other agents via side-by-side training • Monitor production floor for supervisory staff as needed • Create and implement continuing education documents • Act as a resource for both new hires and tenured employees • Assist in finding solutions in unusual customer issues/inquiries for colleagues and leadership • Maintain expertise on new policies and procedures • Cross sell Sallie Mae products



Premiere Credit of North America

• United States
• Financial Services
• 100 - 200 Employee

• Collections Analyst

  • Apr 2015 - Apr 2016

  Indianapolis, Indiana Area • Act as liaison for consumer and client • Comply with the Fair Debt Collections and Practices Act, state statutes, and Consumer Financial Protection Bureau regulations • Collaborate with consumer to develop financial plan for rehabilitation • Provide all available resolutions to consumer in concise, professional manner • Ensure all legal documentation is complete to client and Department of Education specifications • Communicate with employers for… Show more • Act as liaison for consumer and client • Comply with the Fair Debt Collections and Practices Act, state statutes, and Consumer Financial Protection Bureau regulations • Collaborate with consumer to develop financial plan for rehabilitation • Provide all available resolutions to consumer in concise, professional manner • Ensure all legal documentation is complete to client and Department of Education specifications • Communicate with employers for administrative wage garnishments • Train new hires and tenured employees on systems and processes • Implemented new process to ensure veterans’ rights • Exceeded monthly goals Show less



Celadon Group Inc.

• United States
• Transportation/Trucking/Railroad
• 300 - 400 Employee

• Freight Analyst

  • Jun 2013 - Apr 2015

  Indianapolis, Indiana Area • Train new hires in both Freight Analysis and various other departments on systems and processes • Guide fellow analysts in data collection, problem solving, and inputting loads into AS400 • Create training documents accessible to all employees on processes and systems • Conceptualize and create binder of load tender templates to minimize quality errors • Collaborate with other departments for quarterly scorecard reviews for process improvements • Identify system and process… Show more • Train new hires in both Freight Analysis and various other departments on systems and processes • Guide fellow analysts in data collection, problem solving, and inputting loads into AS400 • Create training documents accessible to all employees on processes and systems • Conceptualize and create binder of load tender templates to minimize quality errors • Collaborate with other departments for quarterly scorecard reviews for process improvements • Identify system and process errors and input appropriate improvements • Work with customers and other departments to solve problems • Travel to satellite locations to train employees of various departments systems and processes • Act as advisor for other analysts and management • Other miscellaneous duties as needed Show less



Hanover College

• Higher Education
• 300 - 400 Employee

• Student Computer Lab Worker

  • Sep 2011 - May 2013

  Hanover College • Hire, fire, train, and supervise all employees • Develop and execute employee schedule • Evaluate employee performances • Resolve any technological issues reported • Report all unsolved technological issues to IT • Other miscellaneous duties as needed

• Student Photographer

  • Sep 2010 - Aug 2012

  Hanover, Indiana *Photograph sporting events *Photograph student and faculty life on campus *Photograph cultural events, *Photograph Greek events, *Photograph Campus Activities Board events, *Photograph campus-wide service events, *Photograph off-campus events



Alpha Delta Pi Sorority

• United States
• Non-profit Organizations
• 500 - 600 Employee

• Kitchen Worker

  • Sep 2010 - May 2013

  Hanover, Indiana *Plan workers' schedules *Set up kitchenware before and after meals *Wash towels and napkins *Remove leftovers and trash *Vacuum floors *Other miscellaneous duties as needed



maurices

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • Sep 2009 - Mar 2010

  Madison, IN Greet customers, aid in selecting items * Maintain tidy displays, dressing rooms, and work area * Suit mannequins for all displays * Run cash register and make change * Restock clothing, shoes, and jewelry * Plan and execute after-hours shopping parties * Other miscellaneous duties as needed