Ceasha Moorer

• Risk-Mitigating Customer Advocate: Forging Secure, Profitable Relationships with Major Accounts
• Cultivates trust and mitigates compliance risks by building lasting relationships for 11 major accounts (Sunbelt, Sonic, First Energy, etc.); prioritizing prompt, accurate communication, and rapid, effective issue resolution, minimizing potential compliance concerns and fostering long-term partnerships
• Champions customer success and reduces financial risks by leading and actively participating in project meetings; proactively identifying and addressing customer needs, leading to over $100,000 in monthly revenue average
• This proactive approach anticipates and mitigates potential financial risks, ensuring consistent revenue streams
• Maintains meticulous documentation and enhances transparency by ensuring robust record-keeping for major accounts and business reports through Microsoft Excel; promoting transparency and accountability, key components of effective risk management
• Delivers data-driven insights and informs risk management strategies by generating insightful customer reports, providing data-driven guidance to leadership for future strategies and enables proactive risk identification and mitigation.

• Safeguarded California Unemployment Project with Efficiency ensuring Compliance
• Championed compliance by conducting rigorous internal audits and monitored activities to ensure adherence to case management requirements, preserving program integrity
• Exceeded metrics of 30 cases audited daily
• Data-driven optimization by analyzing quality program data to detect emerging trends, proactively developing, and implementing corrective action plans for continuous improvement
• Empowered collaboration by partnering with 3 teams and facilitated staff training of at least 30 individuals, ensuring smooth implementation of new procedures and updates to existing protocols, fostering adaptability and responsiveness.

• Proactively Enforced Compliance and Elevated Team Performance
• Uncovered potential compliance risks by diligently monitoring 30-50 incoming and outgoing calls daily, tested software systems, and promptly escalated concerns to management, ensuring regulatory adherence
• Empowered colleagues across departments by providing expert coaching to staff in bankruptcy, repossession, support, installment loan, checking account, credit card, liquidation and recovery, and mortgage departments, fostering a culture of excellence and continuous improvement
• Led a special project that directly resulted in a 15% improvement in security verification, significantly strengthening organizational safeguards
• Data-driven insights: Compiled and submitted comprehensive statistical test data, supplying valuable insights for continuous improvement.

Recovered past-due loan payments while maintaining positive customer relationships and remained highly motivated and results-oriented utilizing exceptional communication and analytical skills. Contacted delinquent borrowers by phone, negotiated payment plans, collected payments, identified and mitigated potential risks, and reported key findings to management.

Risk Management and Reporting: Developed or implement tools and techniques (e.g., spreadsheets, risk scoring models) to assess borrower risk and identify potential collection challenges.
Evaluate, summarize, and prepare reports on collection performance, risk trends, and operational weaknesses within the installment loan portfolio.
Communicate issues identified in reports to supervisors and management, justifying conclusions reached and recommending appropriate courses of action.
Deliver formal and informal presentations to management teams, clearly presenting collection performance data, risk assessments, and proposed solutions.

• Customer Service: Treat all borrowers with respect and professionalism, even in challenging situations.
  Clearly explain collection policies and procedures.
  Work collaboratively with borrowers to find mutually agreeable solutions.
  Maintain a positive and professional demeanor throughout all interactions.
  

• Highly Skilled Senior Airman with Proven Leadership, Customer Service Expertise, and Security Clearance
• Mastered all 4 areas of Air Force Services AFSC: Trained extensively and gained expertise in food, fitness, lodging, and readiness, ensuring optimal support for Air Force personnel
• Led and motivated a team of 20 Airmen: Demonstrated strong leadership skills by effectively supervising and managing a diverse team, fostering a positive and productive work environment
• Oversaw diverse operations: Managed Air Force dining facilities, lodging facilities, and fitness programs, ensuring smooth operation and exceeding customer expectations for approximately 1,500 troops
• Managed sensitive tasks: Conducted mortuary affairs with utmost respect and professionalism
• Collaborated effectively: Supplied liaison support to DeCA and AAFES, facilitating communication and resource sharing between organizations.