Experience

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  BookIt.com

  • Loss Prevention

    • Jan 2017 - Present

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  Sallie Mae

  • United States
  • Financial Services
  • 700 & Above Employee

  • Operations Supervisor

    • Nov 2009 - Jul 2014

    Managed teams of 15-25 in Origination, Reference Loading, Loan Consolidation, Guarantor Relations, and currently in Finance.• Handle exception accounts and escalated issues from students and schools in regards to loan balance, return/refunds, reallocation, reconciliations, payments, enrollment, and disbursements. • Work with liaison’s from FSA, Accenture, and the Department of Education to ensure Direct Loans are transferred and maintained accurately. • Provide automation proposals for process efficiency reviews to reduce operating costs.• Review daily staff duties ranging from production/quality to scheduling and review/feedback. • Create and develop reporting for trending through Excel & Access. • Maintain procedural and regulation documentation in KnowledgeShare and SharePoint and train teams as needed. • Manage staff time-off, compensation, promotion, benefit, and contact details through Workday and Kronos.• Work with teams to keep compliance and audit procedures up to date in a fast paced and evolving student loan market.

  • Production Research Specialist

    • Jul 2007 - Nov 2009

    • Selected by executive management to run and monitor a new phone based team in Loan Origination to resolve account exceptions• Handle 2-5 escalation calls weekly with dissatisfied students/families• Work directly with Soundbite vendor to improve calling campaign efficiency ranging from time calls were made to campaign script improvements • Trained first department off site team of 22 members which met production goals two weeks ahead of schedule• Research and resolve escalated Origination and disbursement related issues through Service Desk within established service-levels• Manage projects in account resolution, future disbursement, system updates, and regulation changes

  • Sales Service Coordinator

    • Jun 2006 - Jul 2007

    • Work directly with Sales staff throughout the U.S. to resolve priority concerns of students and schools• Master web based products and services to provide client support to multiple schools and servicers• Organize tracking and monitoring of all ongoing issues and projects based on school, severity, region, and overall student impact• Create and attend Sales directive meetings, presentations, and conferences• Provide direct phone support during Open Enrollment periods to improve student experience• Track and update on-going issue tickets for Sales through Service Desk• Create business response plans regarding current product and service offerings under-performing

  • Origination Analyst & Guarantor Team Lead

    • Oct 2004 - Jun 2006

    • Process loan requests and resolve exceptions on all three origination platforms• Assist management staff with 20 team members assigning daily functions and reaching department goals• Create and maintain team cross-training modules and current processing procedures• Decreased a guarantor exception report by over 500 line items a week by identifying errors in the report criteria • Work directly with guarantor liaisons and external systems to address exception accounts

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  Hungry Howie's Pizza

  • Panama City, Florida Area

  • Inside Clerk to Store Manager

    • Jul 1997 - Sep 2004
    • Panama City, Florida Area

    • Responsible for all scheduling and hiring to meet staff and business needs• Order and maintain all inventories while monitoring associated food and staffing costs• Compile daily store finances regarding cash drops, sales, and deposits• Train staff on all cooking, prepping, customer service, and company practice guidelines