Loan Specialist - Small Business Administration
(2023-05 - 2025-10)
- Assisted in the origination, documentation, and monitoring of SBA loans, ensuring comprehensive support throughout the process.
- Prepared and submitted 4506-T's, proactively addressing and resolving any issues with the IRS.
- Conducted a thorough review of IRS tax transcripts to ensure accuracy and completeness.
- Managed technical projects associated with the SBA program, ensuring efficient and effective implementation.
- Maintained meticulous records in customer files, with particular attention to lien perfections for accuracy.
- Stayed abreast of SBA regulations impacting loan documentation and collateral perfection, ensuring compliance.
- Took charge of the monthly reporting requirements for the SBA loan portfolio, ensuring accuracy and timeliness.
Loan Officer Assistant - Highlights Tech
(2021-04 - 2023-04)
- Displayed thorough knowledge of loan policies and regulations.
- Quality checked all documentation for accuracy and data integrity.
- Collaborated with the staff to identify discrepancies and update different teams on processing progress.
- Ensured strict compliance with regulatory requirements and maintained positive working relationships.
- Documented all client interaction and records for easy follow-up.
- Responsible for gathering prospective customer information and gathered all finalized loan materials.
- Answered incoming calls from current/prospective clients and educated them on process.
- Provided administrative support and guidance as needed.
Customer Service Representative - SBA
(2020-07 - 2021-04)
Rank GS-9
- Demonstrated superior customer service and professionalism at all times.
- Worked to resolve any issues/concerns in order to retain loyal business and increase client satisfaction.
- Proficient navigation through assigned systems to complete established tasks.
- Responsible for preparing written responses to email inquiries through SBA's mailbox.
- Answered incoming calls and route to the appropriate areas.
- Managed paper/electronic filing systems.
- Performed research, data collection, statistic compilation, document generation as necessary to complete special projects.
- Utilized discretion and judgment at all times in dealing with direct reports.
- Participate in meetings for professional development and updates in organizational process.
Customer Service Representative/Dispatcher - Hiyatt2Life
(2007-08 - 2019-02)
- Updated customer accounts as needed to avoid escalation and achieves a high level of 1st Call resolution Service.
- Resolved problems by clarifying issues; researched and explored answers and alternative solutions, additional services include delivery of excellent customer service and resolve inquires.
- Responsible for recruiting drivers as needed.
- Meet/exceed all key performance metrics as established by the organization.
- Managed member expectations by clarifying needs, identifying options and recommending products and services.
- Worked with management to ensure appropriate changes were made to improve customer satisfaction.
- Gives accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
- Trains new employees and served as Subject Matter Expert to current staff.
Cabin Cleaner (Contract) - Delta Global Service
(2019-05 - 2019-10)
- Conducted walk around inspections to make sure the safety of the all areas.
- Cleaned aircraft galleys, bathrooms, cockpits, passenger seats and vacuumed interior floors.
- Wiped down all seat trays, removed debris from seats and arrange seat pocket items as required by the various airlines.
Medical Courier - Courier Connection
(2013-08 - 2017-05)
- Responsible for securely transporting medical specimens and supplies throughout the state, designed shipment routes with partners based on medical and business needs.
- Displayed exceptional written and oral communication skills to excel in providing customer satisfaction to all clients and partners.
- Liaised with various clients, including front office staff, doctors, and veterinarians on a daily basis.
- Planned the most efficient routes for accomplishing daily courier.
- Kept meticulous records and audit logs, including daily digests, and reports, while providing exceptional customer service and documents along a daily route six days per week.
- Ensured that all specimens/documents were properly secured in the vehicle and made sure that items that need to be kept cold are refrigerated properly.
- Delivered items to destination in time-efficient manner, ensure its safety and take signatures to make sure that any special information is passed on to the recipient.
Equifax Campaign Assistant - SITEL
(2017-09 - 2017-11)
- Worked closely with clients about campaigns they are running, QA campaigns from inputting the order all the way to invoicing them
- Sent and discussed reporting on how the campaign performed.
- Trained certain markets on email and multi-channel best practices and interviewed possible new hires.
- Attended meetings to discuss new company policies to ensure client satisfaction.
- Run counts for clients prior to order submissions.
- Created excel files for larger campaign deployments to ensure campaigns run smoothly.
- Oversaw and implemented training of required systems and skillsets for new hires within the field.
