Delivered operational excellence to cross-functional partners and external customers. Demonstrated determination to exceed customer expectations by focusing on one point of contact and one resolution. Worked with the Product and Development team to review new products and set customer servicing guidelines for successful launches. Helped facilitate system process improvements and streamlining to ensure customer satisfaction and to support rapidly growing operations team; by reducing resolution time by 15%. As a subject matter expert in merchant disputes, tech triage, account updates, power of attorney, bankruptcies, savings, debit+, check processing, training and part of the Operations support team. I assisted in training 20 new associates and existing associates on my case type specialties via Zoom. Maintained an out going and personable relationship with customers and team members. Handled an average of 155 cases weekly, and support tickets; provided technical support via email. Escalated trouble tickets to our engineering teams for review. Responsible for ensuring customers SLA's were met per company policy. Maintained up-to-date knowledge of Affirm's processes and procedures for all case types.

Affirm | May 2019 - Oct 2022

Operations Associate

Co-lead and assisted in building the Affirm check processing process when it was transferred from San Francisco to Pittsburgh. Assisted in developing efficient processes to streamline and accurately process customers check payments. Developed a process that helped reduce processing time by 15%. Able to successfully work with cross-functional teams internally as well providing clear and open communication with our external partners. Participated in incubation teams from the Savings Team, Line of Credit, Debit+ and Checks Team. Able to work many different case types and accurately communicate what is needed from our consumers and merchants to complete cases. Received 95% or higher on majority of my monthly quality assurance reviews.

Berkshire Hathaway HomeServices The Preferred Realty | Feb 2019 - May 2019

Real Estate Agent

N/A

Franklin American Mortgage Company | Jul 2015 - Oct 2018

Mortgage Closer

Prepared and delivered Closing Disclosures to customers within required TRID guidelines. • Prepared loan packages and wired funds to title companies for closings. Reviewed closing documents to ensure timely execution. • Averaged 85 loans per month, to insure consistent status as top ten company closers nationally.

PNC | Oct 2013 - Mar 2015

Senior Loan Closer

• Worked closely with clients, underwriters and third-party home inspection firms to ensure the loan process is correctly executed in accordance with PNC Credit approval requirements. • Processed and coordinated the closing of Home Equity Lines and loans by communicating directly with clients and bankers to gather information pertinent to each loan request. • Reviewed client portfolios; identified client beneficial cross sales opportunities, referred and introduced the client to the proper internal business partners.

PNC | Jul 2013 - Oct 2013

Senior Loan Support

Provided superior customer service by answering phone calls in a timely fashion and guiding clients through a successful loan process. Identified multiple cross selling opportunities and completed monthly cross sales goals. Verified and validated documentation and reviewed transactions for accuracy as well as researched and resolved issues per PNC policy and procedure. Responded to service partner’s inquiries and issues via phone and email. Was responsible for the preparation and accuracy of extensive reports sent to customers, service partners and management.

Citizens Bank | Jul 2011 - Jun 2012

Relationship Manager II

relationships and expanded existing bank relationships by identifying and meeting clients financial needs. • Assisted in training new bankers and tellers on successful ways to build relationships with potential and existing clients. Planed daily sales strategy, to boost sales and assist my team to meet daily goals. • Utilized company sales tools to assist in identifying and executing cross- sale and up sale opportunities; therefore providing my clients with the highest quality of personal financial and lending counseling services.

Wells Fargo | Nov 2009 - Jul 2011

Personal Banker II

• Increased my small business portfolio by 40%, within the first three months with Wells Fargo. • Established relationships with local community organizations, colleges and universities to acquire new personal accounts and assist in the growth of the company. • Successfully built relationships with partners in wealth management, mortgage services and business account management by surpassing daily referral goals.

Chevy Chase Bank | Nov 2005 - May 2007

Personal Banker

Sold consumer banking products including checking accounts, CD’s, savings and loans (private and real estate) to High Net-worth clients. Monitored and adhered to operational control; especially legal, corporate and regulatory procedures to ensure the safety and security of customer. Resolved escalated customer issues effectively, and participated in seminars for micro marketing events, and promotional campaigns to enhance new business.

My Education

Take a look at my formal education

A.A, Business Administration and Management, General · (August 2019 - MayCommunity College of Allegheny County | 2020

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