Roxana M. Email & Phone Number

 Established department objectives in support of organizational goals. Oversaw a team of 12 loan processors, loan closers and product specialists. Motivated and mentored 5 employees into leader roles and responsibilities. Partnered with other department directors to ensure cohesiveness across organizational policies and practices. Interfaced with IT and vendors to scope tech projects, adhere to timelines, and conduct end-user testing. Conducted research on innovative tools to adopt new technologies for client and partner communication. Collaborated in the implementation of green products such as residential and commercial leasing. Acted as a project manager by ensuring stakeholder milestones were identified and met until project completion.

Providence, Rhode Island, United States

 Planned, proposed, and executed a department restructure to effectively organize company resources. Consolidated and revised department documentation to ensure the latest information was accessible to stakeholders. Redeveloped hiring strategies to foster the retention of roles and eliminate multiple clearance levels. Made recommendations to eliminate process and policy inefficiencies that led to the consecutive monthly closings of approximately 1M dollars financed in non-commercial loans. Audited and monitored loan closings for compliance with lending laws, progress of grant goals, and the stability of the overall loan portfolio. Redeveloped the company-wide VoIP IVR menu.

 Audited, monitored, and revised customer service practices and policies to increase efficiency andcustomer satisfaction. Oversaw customer service channels such as VoIP and online chatting services. Independently processed and oversaw the processing of various product lines such as Auto Finance,Auto Refinance, Immigration Loans, Weatherization Loans, and Solar Loans.

Conducted intake of loan applications in person or remotely and facilitated loan processes as follows: preliminary reviews, contract signings, loan disbursements, resource outreach. Provided support with clients services duties such as: calls, faxes, document submissions, emails and in person inquiries. Expanded knowledge of organizational services and goals in pursuit of social impact.

22 A Street, Providence, Ri 02907

Provide outstanding customer service and broaden knowledge of Good Fund services in lending and financial coaching. Operate emails, chat systems, busy work phone and manage caseload with a designated Loan Officer. Attend partner outreach events and cover the front desk reception at the Good Fund headquarters. Communicate clearly and effectively with clients while multitasking. Apply strong interpersonal and time management skills into the work setting in support of team goals.

Mentored Rhode Island community participants using instructional tools to better financial literacy relating to: budgeting, debt, banking, credit, savings, and wellbeing. Cultivated long term relationships with clients within the Coaching Department and made referrals to the Lending Department. Fulfilled privacy policies, issued community resources and proposed strategic solutions for clients to cultivate habits that lead to important long term financial opportunities.

Cranston, Rhode Island, United States

• Designed branding and marketing material from scratch and established it among social media platforms.• Established recordkeeping practices via online software to ensure an accurate and ethical representation of company transactions.• Researched and purchased environmentally sustainable products to promote corporate citizenship.• Provided access to website material in Spanish to foster inclusivity among diverse clients.

 Hosted local events in the Pawtuxet Village area to influence gallery foot traffic. Sold gallery inventory and recorded inventory changes. Contacted prospective Latino artists to market and offer gallery services.

Associate Of Science - As, Business Administration And Management, General

Certified Medical Interpreter