Provides high quality support to small businesses, helping to define goals and results.Tax preparation, bookeeping, data entry, payroll and general office management and services.Solution based, catering to specific company needs.

Agent licensed to sell insurance through New York Life Insurance Company

• Supervised a team of 8 employees with enrolling dealers in the Credit Acceptance Dealer Plans• Set and enforced clear expectations while providing ongoing coaching• Performed monthly audits of employee’s work as well as side by side and remote monitoring• Identified training opportunities and acted as the primary trainer on core Policies• Ensured enrollments were processed compliantly and within service level• Worked with various departments to ensure uninterrupted flow of the Enrollment process

• Worked with operational areas to perform unbiased 3rd party evaluations of previously set expectations• Met daily and monthly quality requirements while remaining consistent and efficient• Made evaluation decisions while maintaining high quality and minimal dispute rate• Interpreted rules and guidelines to make applicable decisions• Remained abreast of policy and regulatory changes to maintain subject matter expertise• Subject matter expert in identification of fraud and related trends• Sought opportunities to collaborate with peers and improve interdepartmental processes

• Reviewed dealer compliance to the terms of the Dealer Servicing Agreement• Selected correct dealers to audit for Document and Down Payment compliance• Executed the audit with the appropriate balance of attention to detail and timeliness• Reached the proper pass/fail decision based on findings and departmental guidelines• Documented and reported findings to the Field Sales Staff, taking advantage of opportunities for education• Proactively managed the dispute process by communicating with the MAM and DOS• Recognized as DSC Top Performer for Dealer Compliance at 2014 SLE (Tax Season)• Recognized as Top Performer for Dealer Compliance for 2014 (Year End)

• Reviewed loan contract documents to determine accuracy of key information and compliance with funding policies, made funding decisions that balanced credit risk and dealer satisfaction• Completed verification of information, processed and documented findings• Handled inbound and outbound communication from Dealers and resolved funding issues• Processed inbound Dealer correspondence compliantly and within designated service levels• Took proactive steps to resolve accounts by leveraging available tools (internet, outbound calls) • Provided actionable feedback to the assigned MAM’s on educational opportunities for our dealers to help them “perfect the loan submission process”• Owned dealer interactions related to the funding process from beginning to end with a focus on one interaction resolution