- Utilized Excel to create a dashboard for the purpose of tracking KPIs. Implemented options such as slicers and VBA coding were used to create automation, along with more complex formulas.- Conduct quality assurance of junior analysts to reduce case errors and improve overall performance; inform analysts and team leaders of QC findings, and monitor ongoing quality results.- Work with Team Leaders to create and carry out quality-related, informal, and formal development plans and provide coaching assistance on-demand and in advance of embedded development.

- Analyze financial reports and make project expenditure recommendations to leadership.- Assist municipalities in strategic planning and coordination with federal and state aid initiatives.- Create recurring or ad-hoc reports and models for Clients for the purpose of allowing management to make data-driven decisions.- Evaluate Client procurement needs and conduct vendors’ cost analysis.- Identify and frequently implement efficiency and accuracy-enhancing ideas or practices- Serve as a point of contact for a team of 10 individuals.- Audited outside Partners and contractors to ensure KPMG and clients remain compliant.- Received multiple Client recognitions for quality work and displaying great leadership.- Attended and Completed LinkedIn training such as JIRA, Business development, and ServiceNow for future client engagements.

- Maintained awareness, understanding, and compliance with the bank’s internal policies and procedures.- Acted as liaison with other business divisions to resolve or escalate operational concerns.

- Managed inbound/outbound calls and responded to emails with 100% compliance performance.- Assisted with data upkeep through e-OSCAR and conducted credit risk analysis.- Researched and analyzed proof documents ensuring dispute policy guidelines were met. - Performed fraudulent investigations to assist with consumer credit or rental applications.

- Monitored use of social media platforms through Sprinklr and Apptentive. - Resolved escalated consumer issues through clear and concise written communication to deter from a negative online reputation.- Collaborated in development of training manual that was used daily by 20 employees for the implementation of social media monitoring platforms.- Executed marketing strategies while balancing corporate objectives and customer satisfaction by maintaining satisfactory customer surveys.

- Educated consumers on credit guidelines, scoring models, and provided educational resources.- Exceeded standards for productivity while maintaining 100% compliant.- Performed adhoc duties. - Obtained required Fair Credit Reporting Act, Health Insurance Portability and Accountability Act, Credit Repair Organizations Act, and additional technical training to successfully process consumer disputes via phone/fax.

- Trained POS to activate and maintain cell phone services to exceed expectations. - Analyzed proper transfer data to new devices through “Cellebright”. - Worked with large groups of Target team members.

- Led on-time collections of monthly payments and previous debt collections. - Provided verbal translation of contracts and forms to Spanish-speaking customers. - Met and exceeded sales quotas along with customer satisfaction.