• Manage a portfolio of 178 loans, worth about $360 million. overseeing servicing operations including customer service, billing, transaction processing, and insurance processing. •. Train new employees in ACH processing, quality control tasks, and enterprise testing, enhancing team productivity and accuracy. • Coordinate collection processing, loan boarding, and MDDR reporting, ensuring timely and compliant execution of servicing tasks. • Lead 1098/1099 tax form processing, driving compliance and minimizing errors.• Process building, instruction guides.• Notary

• Facilitated all company loan transfers by coordinating communication between internal departments and business clients, ensuring projects met deadlines, file audits, and confidentiality standards. • Selected for a 15-member Kaizen improvement team to develop new training initiatives creating a video introduction strategy that streamlined training and enhanced team cohesion by 98%. • Managed high-level escalations by performing root cause analysis and implementing solutions, exceeding customer expectations. • Led the 1098 tax form reporting initiative, providing critical expertise and improving process efficiency. By 98.9%• Acted as the primary liaison among clients, loan officers, and third-party vendors, assuming lead loan specialist duties within two months. • Provided rapid, effective customer service, resolving a major account discrepancy within three hours and recovering 100 % of funds. • Successfully recovered $550,000 in one month from delinquent accounts previously deemed uncollectible. • Trained the majority of the team during the COVID-19 surge to handle client escalations and resolve complex issues. • Partnered with loan officers to navigate challenging insurance disputes involving third-party vendors. • Developed client service level documents and transfer letters to streamline communication and enhance service quality.

• Led and mentored team members, aligning department objectives with overall store goals to improve performance. • Increased store efficiency by reorganizing the stockroom and optimizing inventory management, reducing order fulfillment times by 85%. • Boosted sales by employing consultative selling techniques, identifying customer needs, and recommending additional products.

• Re-entered the workforce after a career break and quickly adapted to sales roles, utilizing strong communication skills to upsell products and meet customer needs effectively.

• Consulted with customers about cloud computing technology and data center software adoption post-JAVA product rollout, driving engagement and satisfaction. • Collaborated with international teams to identify and capitalize on product growth opportunities. • Created and delivered executive-level presentations to improve product delivery strategies based on customer feedback.

• Increased sales of educational software through consultative selling, needs assessment, and objection management, achieving 110% of the annual sales goal. • Conducted thorough needs assessments via surveys, interviews, and focus groups, tailoring solutions to meet client requirements.

• Achieved 120%, 118%, and 125% of annual goals over three consecutive years.• Developed new accounts and managed existing ones across a multi-state territory, consistently achieving over 110% of sales targets. • Strengthened relationships with key clients, including Harvard, Boston University and Pfizer Corporation by negotiating favorable contract terms and overcoming budgetary objections. • Awarded Sales Rep of the Year for exceptional sales performance (out of a team of 12)