Benita Kent
Waller
Summary
Business Intelligence, Operations, and Lending professional with 19+ years of experience within the credit union industry specializing in enterprise operations, analytics, data integrity, reporting, and operational process improvement. Proven ability to identify workflow inefficiencies, resolve complex operational and data-related issues, and implement effective business solutions in high-volume environments. Trusted cross-functional resource during enterprise transformation initiatives, frequently supporting departments outside core responsibilities to troubleshoot challenges, stabilize operations, and drive continuity during organizational change. Known for strong analytical thinking, adaptability, technical aptitude, and the ability to quickly learn and navigate new systems and technologies.
Overview
28
28
years of professional experience
Work History
AVP, Direct Consumer Lending
First Community Credit Union
Houston, TX
10.2016 - Current
- Develop and analyze departmental KPIs, lending performance metrics, and operational analytics to support executive decision-making and strategic planning initiatives.
- Design and maintain Tableau dashboards, executive reports, and data visualizations used to monitor lending trends, portfolio performance, operational efficiency, and risk indicators.
- Served as cross-functional SME during enterprise core banking conversion initiative, supporting LOS workflow mapping, systems validation, operational readiness, troubleshooting, and post-go-live stabilization efforts.
- Partnered with technical teams, vendors, and operational leadership to troubleshoot system issues, resolve workflow disruptions, and support enterprise-wide conversion activities.
- Assisted multiple departments during leadership transitions throughout conversion by providing operational guidance, issue resolution, and continuity support.
- Identified and resolved complex data discrepancies, reconciliation issues, and workflow inconsistencies impacting lending operations and reporting accuracy.
- Performed deep-dive analysis and troubleshooting across multiple systems to determine root causes of operational, reporting, and integration issues.
- Cleansed, validated, and reconciled large data sets to improve reporting integrity, operational accuracy, and compliance alignment.
- Functioned as escalation resource for lending and operational issues during system transformation and stabilization phases.
- Identified operational inefficiencies and implemented data-driven process improvements to strengthen workflow performance and reduce manual intervention.
- Supported policy development, compliance reporting, and workflow standardization initiatives through business intelligence and analytics insights.
- Quickly adapted to new systems, technologies, and platforms to support evolving operational and business requirements.
- Demonstrated exceptional attention to detail while validating conversion data, workflow logic, and lending system integrations.
- Successfully collaborated within remote and hybrid environments while maintaining productivity, responsiveness, and operational continuity.
Credit Analyst
04.2012 - 10.2016
- Conducted financial, credit, and risk analysis supporting consumer lending decisions and portfolio quality initiatives.
- Reviewed and validated lending application data, identifying discrepancies and ensuring compliance with underwriting and operational standards.
- Generated lending trend reports, operational analytics, and performance reporting used by leadership to support strategic initiatives.
- Assisted with workflow analysis, reporting improvements, and operational process optimization initiatives.
- Consistently exceeded productivity, quality, and accuracy benchmarks while supporting high-volume lending operations.
- Collaborated with leadership and operational teams on analytics-driven process improvement efforts.
- Effectively supported remote lending operations and cross-functional communication within virtual work environments.
Call Center Representative / FSA
01.2007 - 01.2012
- Performed detailed account analysis, data verification, and account troubleshooting support.
- Conducted audits and reconciliations to ensure compliance, accuracy, and operational consistency.
- Supported analytics and reporting initiatives used for performance improvement and training development.
- Assisted members with complex account issues while maintaining high service and accuracy standards.
- Demonstrated strong self-management, communication, and operational efficiency within remote support environments.
Manager / Assistant Manager
Starbucks
Houston, TX
01.2003 - 01.2007
- Utilized KPI monitoring, reporting, and performance analytics to improve operational efficiency and profitability.
- Managed budgeting, forecasting, labor planning, and financial reporting activities.
- Led and developed a 25+ employee team while improving operational consistency and customer experience.
- Supported process improvements and operational problem-solving initiatives in high-volume retail environments.
Nutrition Body Care Specialist / ISS Coordinator
Whole Foods Market
01.1998 - 01.2002
- Managed inventory analytics, pricing audits, purchasing data, and vendor information accuracy.
- Tracked margins, inventory performance trends, and product movement analytics.
- Supported operational accuracy through detailed auditing, reporting, and discrepancy resolution.
Education
Bachelor’s Degree - General Studies, STEM & Computer Science Concentration
Southern New Hampshire University
01-2023
Associate of Applied Science - undefined
Lone Star College
01-2016
Skills
- Business intelligence expertise
- Dashboard creation proficiency
- KPI Development & Executive Reporting
- Lending & Operational Analytics
- Workflow & Performance Analysis
- Data integrity management
- Discrepancy Identification & Resolution
- Banking and lending systems expertise
- Support for banking core system transitions
- Financial lending administration and analytics
- Process optimization
- UAT & Systems Validation
- Leadership & Operations
- SME Leadership
- Cross-Department Operational problem-solving and Support
- Business Continuity Support
- Operational Troubleshooting
- Workflow Optimization
- Remote Team Collaboration
- Tableau
- Microsoft Office :Excel, Access, Word, and Outlook
- NCINO
- Visual Studio
- Eclipse
- Java
- Photoshop
- Illustrator
- Lightroom
- Smartsheet
- Strategic planning
- Organizational development
- Resource allocation
- Troubleshooting and problem resolution
- Data analytics
- Database development
- Data analysis
- Business management
- Performance evaluation and monitoring
- Decision-making and Delegation
- Quality assurance
- Operations oversight
- Sound judgment
- Schedule management
- Records organization and management
- Program administration
- P&L management
- Process improvements
- Data management
- Policy development and enforcement
- Special promotions planning
Timeline
AVP, Direct Consumer Lending
First Community Credit Union
10.2016 - Current
Credit Analyst
04.2012 - 10.2016
Call Center Representative / FSA
01.2007 - 01.2012
Manager / Assistant Manager
Starbucks
01.2003 - 01.2007
Nutrition Body Care Specialist / ISS Coordinator
Whole Foods Market
01.1998 - 01.2002
Associate of Applied Science - undefined
Lone Star College
Bachelor’s Degree - General Studies, STEM & Computer Science Concentration
Southern New Hampshire University