Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

CHARMAINE STEELE

Charlotte,NC

Summary

Proactive and detail-oriented Project Management Specialist with 5+ years of experience driving successful project outcomes. Skilled in prioritizing tasks, managing multiple projects, and achieving project goals. Proficient in Agile and Waterfall methodologies, ensuring effective communication and coordination with senior stakeholders. Strong ability to adapt in fast-paced environments while maintaining a focus on quality and efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Account Executive Project Manager

SmartBiz
10.2023 - Current
  • Managed a diverse portfolio of SBA loan accounts with individual values of up to $500k, providing personalized financial solutions and expert guidance to meet clients' unique business needs
  • Prepared project documentation, status reports, and presentations to communicate project progress, milestones, and outcomes to stakeholders and senior management
  • Negotiated loan terms and conditions with borrowers and lenders, balancing needs of all parties and maximizing value while mitigating risk for lending institution
  • Assisted in identifying potential risks and issues that may impact project delivery and developed mitigation strategies to minimize them; monitored and reported on project risks.
  • Mentored junior account executives, fostering a positive work environment and encouraging professional growth.
  • Utilized CRM tools effectively to manage client information and track progress on accounts, leading to more accurate forecasting and pipeline management.

Team Lead Project Manager

SmartBiz
01.2023 - 10.2023
  • Plan, organize, and manage projects related to the Employee Retention Credit program
  • Define project scope, objectives, timelines, and deliverables
  • Developed and implemented streamlined processes and procedures to maximize efficiency and productivity within the ERC team, resulting in a significant reduction in turnaround time for claim processing
  • Maintain effective communication with stakeholders, resulting in a 95% alignment of project goals and objectives with stakeholder expectations
  • Develop and executed comprehensive project plans for 5 projects, allocating resources efficiently and achieving an average on-time delivery rate of 90%
  • Implement continuous improvement initiatives, resulting in a 15% increase in project management process efficiency and adherence to best practices
  • Prepared and presented regular reports to senior management on ERC program performance, including key metrics, trends, and areas of concern, providing insights and recommendations for improvement
  • Oversaw the training and development of team members, equipping them with the necessary skills and knowledge to effectively handle complex ERC-related inquiries and issues
  • Analyzed trends and patterns in ERC claim data to identify opportunities for process optimization and cost savings, implementing data-driven strategies to maximize program benefits.
  • Trained new team members by relaying information on company procedures and safety requirements.

Relationship Manager

SmartBiz
05.2022 - 01.2023
  • Manage a multi-million-dollar portfolio of small business borrowers, interacting daily with unique applicants, from hundreds of industries throughout the US
  • The chief responsibility is to understand my clients' financing needs, help them work through the intricacies of the SBA borrowing process
  • Performed qualitative and quantitative due diligence to validate a borrower's merit on SBA loan modifications up to $500,000 per client
  • Executed necessary risk analysis while preparing full documentation supporting the analysis and finalized decisions on loan recommendations
  • Generated Cash Flow Analysis to determine client's debt to income ratio in their portfolios (Debt Service Coverage Ratio)
  • This calculation uses financial indicators such as net income, accounts payable, depreciation, duplicated interest, Fixed Debt Method (FDM), target/benchmark payments and business/individual debt service to forecast an applicant's Maximum Acceptable Fixed Debt (MAFD).
  • Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.

Mortgage Operation Project Manager

Better Mortgage
08.2020 - 03.2022
  • Built and led highly productive team of up to 20 closing experts funding ~700 loans/month; coached on best practices and improved team performance, consistently producing the monthly #1 performer company wide
  • Mentor and supported coordinators, and specialists, leading to an increase in team productivity
  • Onboarded and coached closers and created training materials; drove pipeline management and operational improvements to increase efficiency and customer satisfaction
  • Devised and instituted post-closing outreach program, increasing average net promoter score (NPS) from 55 to 90+
  • Reduced costly mistakes to near-zero by creating an operational checklist and 'refresher' training program for seasoned staff
  • Support and partner with internal and external teams, and stakeholders to oversee and execute project requests
  • Resolved post-closing issues, established a documents management program, supervised handling of loan files, and managed investor reporting; drove accurate data, communications, and record keeping
  • Served as the first line of defense for customer escalations, ensuring prompt issue resolution
  • Led compliance with policies and investor guidelines for documentation and closings.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.

Project Coordinator/Closing Expert

Better Mortgage
10.2019 - 08.2020
  • Executed loan closing processes for 100-150+ mortgages per month, managing timelines proactively and communicating clearly with customers and 3rd parties to ensure smooth operations; engaged in financial analysis, strategy, and negotiations
  • Provided project/change management oversight and support for multiple IT compliance projects, ensuring successful delivery within budget and timeline
  • Produced documentation and reporting in compliance with mortgage guidelines
  • Steered borrowers through processes, from underwriting approval to funding.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.

Licensed Realtor

Prime 1 Realty
05.2016 - 10.2019
  • Consult clients and influence decisions on optimal loan programs and lenders; advise buyers on loan differences (e.g., FHA, conventional, down payment assistance)
  • Build relationships and communicate with sellers, buyers, banks, and mortgage lenders to move deals through the process, including meeting short closing/client timelines
  • Manage sales funnel and engage in strategic marketing to close ~$3.5M per year
  • Utilize end-to-end expertise in home buying processes (e.g., inspection, appraisal, financing).
  • Maintained up-to-date knowledge of local market trends and regulations, providing valuable insights and advice to clients.
  • Conducted comprehensive market analyses to determine optimal listing prices for sellers, maximizing profits while minimizing time on market.
  • Negotiated favorable terms for clients during contract discussions, ensuring their best interests were represented.

Complex Case Manager II

Lincoln Financial (ACQ LIBERTY MUTUAL)
11.2015 - 05.2019
  • Ensured operational efficiency and managed high-volume caseload (routinely 130+ ongoing claims) in Disability practice via excellent time management and prioritization
  • Consistently met processing goals while educating customers on available benefits, adhering to company policies, and providing exceptional customer service
  • Engaged with claimants, employers, and medical professionals on information gathering, liability determination, and claim operations; reviewed financials and processed payments.
  • Evaluated the effectiveness of case management interventions by tracking metrics related to patient outcomes, cost savings, and quality of care improvements.
  • Facilitated timely access to healthcare services for patients by navigating insurance coverage and advocating on their behalf.

Medical Leave Specialist & Technical Assistant

Liberty Mutual
09.2014 - 11.2015
  • Coordinated complex projects and casework, ensuring operational efficiency and accurate documentation; gathered and analyzed data from automated systems.
  • Provided compassionate support to employees during their leaves of absence, addressing concerns promptly and offering guidance as needed.
  • Assisted HR teams in developing training materials for new Leave Specialists, promoting consistent performance standards across the organization.

Education

Bachelor of Science -

University of North Carolina At Greensboro
Greensboro, NC
05.2014

Skills

Effective communication
Organizational and time management Agile or Waterfall methodologies
Attention to detail
Deadline-driven
Collaboration and teamwork
SDLC understanding
Complex project management
MS Office (Word, Excel, PowerPoint, Project, SharePoint)
Jira, Confluence
Project management tools
Leadership
Risk management
Stakeholder management
Budget management
Problem-solving and decision-making

Adaptability & Quality management

Slack, Teams, Gmail, Outlook
Power BI, Salesforce, Tableau, Asana

Data visualization

Salesforce

Certification

Licensed Mortgage Loan Administrator (AZ, CA, CO, FL, GA, ID, KY, MA, NJ, OR, PA, TN, TX, WA)

Timeline

Senior Account Executive Project Manager

SmartBiz
10.2023 - Current

Team Lead Project Manager

SmartBiz
01.2023 - 10.2023

Relationship Manager

SmartBiz
05.2022 - 01.2023

Mortgage Operation Project Manager

Better Mortgage
08.2020 - 03.2022

Project Coordinator/Closing Expert

Better Mortgage
10.2019 - 08.2020

Licensed Realtor

Prime 1 Realty
05.2016 - 10.2019

Complex Case Manager II

Lincoln Financial (ACQ LIBERTY MUTUAL)
11.2015 - 05.2019

Medical Leave Specialist & Technical Assistant

Liberty Mutual
09.2014 - 11.2015

Bachelor of Science -

University of North Carolina At Greensboro
Licensed Mortgage Loan Administrator (AZ, CA, CO, FL, GA, ID, KY, MA, NJ, OR, PA, TN, TX, WA)
CHARMAINE STEELE