Contessa Johnson
Carrollton,TX
Summary
Financial Services professional, highly trained in Credit
Analysis & Business Management, knowledgeable in conducting background checks and developing methodologies to predict future risk behaviors. Looking to bring further success to a company through excellent attention to detail and a keen understanding of regulatory procedures.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Secondary and Special Education Teacher
Ki Charter Academy (Hickory Trail Behavior Clinic
2022.08 - 2023.05
- Classroom setting of 18 students (grades 9-12), enhanced students' communication skills by implementing group activities and collaborative projects.
- Promoted a positive learning environment through the use of differentiated instruction and individualized support for diverse learners.
- Developed Individual Education Program curriculum, tailored to individual student needs, ensuring their academic success and personal growth.
- Improved student behavior management by implementing consistent routines, clear expectations, and positive reinforcement strategies.
INSIDE SALES
NETWORK SYSTEM INC.
2022.02 - 2022.05
- Supported an expansive and/or diverse array of products/services.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for up-selling and cross-selling; up-selling over 40% of leads to premium packages at a cost of $250 bi-weekly.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations, generating sales leads to potential clients; exceeding 15 leads/day.
CLINICAL QA ANALYST/ BUSINESS ANALYST
KRUCIAL RAPID RESPONSE
2021.09 - 2021.11
- Participated in the development and execution of Quality Assurance and Compliance metrics for an Emergency Management & Healthcare call center; honoring the organization's motto of rapidly preparing, mobilizing, and deploying medical personnel and critical resources to communities across the U.S.
- Participated in regular project team meetings to discuss testing processes, business requirements, and assignments.
- Made recommendations to management support the process to and placement improvement of staff.
- Followed established procedures to identify and resolve complaints and terminations of staff contracts/processed documentations capturing false credential verification provided during on-boarding interviewing process; monitoring/reviewing 25+ calls/day.
MARKET DEVELOPMENT EXECUTIVE - INSIDE SALES
CRESCENT BANK
2020.12 - 2021.04
- Based on Capitol, return on investments, and the regulatory requirements, conducted a comprehensive assessment of unsecured loans with an understanding of the organization’s acceptable level of risk, securing an average of 15-25 contracts/day.
- Considering the credit losses, identified potential risks while taking proactive measurements, implementing effective strategies managing the risk factors; re-negotiating an average of 10 high risk contracts/day.
- Contributed to team objectives in a fast-paced environment, managing portfolios within 3 regions, total of 68 dealerships.
- Understanding the risk mitigation to reduce losses, monitored and reported discoveries to ensure improvements to both compliance and regulatory standards were being met.
- Performed duties aligned with assessing the effectiveness of credit risk management.
- Promoted and engaged in a culture of compliance and responsibilities of lending practices by staying abreast of regulatory updates and adaptations.
- Identified and applied understanding of the credit policies and industry regulations applied to each portfolio within the organization’s unsecured lending operations; evaluating and executing segments of stress testing on risk factor.
- Identified key credit policy areas, applying them to the credit life-cycle based on credit worthiness and ability to sustain within the acquisition stage, on-boarding stage, and account management stage.
- Performed cross-functioning due diligence and partnerships with internal and external constituents, targeting continuous improvements within risk management and credit portfolio sustainability; monitoring funding pipeline with over 100 pending to fund contracts, communicating exceptions granted or updates needed to clear and fund.
Customer Assistance Team Level 4
WELLS FARGO
2020.03 - 2020.07
- Used skip tracing and other techniques to located from a shared queue of over 200 deals/day.
- Managed operational risk effectively through diligent awareness of risks within processes.
- Recommended credit limit adjustments after evaluating collateral payment history
- Processed complex customer applications and transferred by Account Resolution 2/ Collection team, to retain pending charge-off accounts (190+ late).
- Responded to customer telephone calls, emails and in-person requests for assistance, follow up procedures to re-contract a minimum of 20 contracts/day.
- Worked in tandem with customers to negotiate payments and verify account reconciliations, reviewing transferred escalated calls at a minimum of 20/day.
- Collaborated with the finance team to secure optimal refinancing options for customers.
ACCOUNT RESOLUTION SPECIALIST
WELLS FARGO
2018.03 - 2020.03
- Monitored aging accounts and reached out to customers to discuss payments near 120 days delinquent.
- Managed high volumes of call reconciliations, meeting demands in a professional manner.
- Counseled debtors on how to manage simple interest loan payments; providing options and arranged installment agreements
- Processed payments to customer balances, achieving performance goals on a consistent basis, collecting an average of $12-15k/week.
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
- Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
- Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
- Worked in call center environment handling manual and automatically dialed outbound calls, exceeding 50 outbound calls daily while taking inbound transfers.
- Used probing techniques to determine debtors' reasons for delinquency.
- Prevented revenue loss by promptly identifying and addressing potential payment delinquencies.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Maintained up-to-date knowledge of industry trends and regulatory changes to ensure compliance in account resolution practices.
- Developed customized reports for management, providing valuable insights into outstanding receivables and collection performance metrics.
- Utilized communication, interpersonal and diplomacy skills to interact with colleagues and stakeholders, and to exchange potentially complex/sensitive information, awarded Subject Matter Expert among 4 others by bank's President.
SENIOR CREDIT/UNDERWRITING ANALYST
CHRYSLER CAPITAL
2013.10 - 2017.10
- Fostered feasible loan approvals within prime and subprime lending (unsecured lending operations); identified key credit policy areas, applying them to the credit life-cycle based on credit worthiness and ability to sustain
- Withheld responsibility of risk analysis and independent oversight of the credit quality of assigned portfolios; managed a diverse client portfolio (42 accounts + team pipeline), balancing risk against return while ensuring adherence to company policies and regulatory requirements.
- Increased penetration within assigned territories by over 35%+, earning "look to book".
- Monitored risk exposures arising from trading activities.
- Remained accountable for all aspects of credit quality within assigned territories and portfolios, including compliance with requirements of regulators and internal control.
- Recommended opportunities and proposed resolutions for improved efficiency, effectiveness, and/or risk reduction for the department.
- Analyzed trends in credit risk data, escalating developments according to company policy and procedures for risk escalations.
- Communicated and shared insights to causes of risk indicators, proposing recommendations to resolve or mitigate identified with the teams .
- Identified credit risks and liabilities; informing and recommending resolutions with business lines to mitigate risk potential.
- Assisted in processing risk assessments by analyzing risk data and identifying any plausible risks affecting the business and operations.
- Ensured adherence to the policies and procedures established by the company.
- Managed policy, standard definition and monitoring of policy, standard implementation, ensuring harmonization and consistency of risk policies.
- Monitored and managed risk/exposure and compliance with the company's policies.
- Evaluated the adequacy and effectiveness of data, documented retention, and monitored systems.
Education
M.A. Political Science: Policy & Procedure -
Jackson State University
Jackson, MS12.2012
Skills
- Credit & Portfolio Risk Management
- Credit & Risk principles
- Risk Management
- Financial Services
- Unsecured Lending
- Forecasting
- Cross Functional partnerships
- Financial & Data Analyses
- Portfolio Performance
- Independent workflow
- Sound Judgment
- Credit feasibility
- Compliance
- Policy & Procedures
- Loan Origination & Structuring
Certification
- SMU Continued Education Certification - Data Analytics, 03/2024 anticipation
- Allsec Technologies - Bank Secrecy Act/Anti Money Laundering Certification, 11/2017
Timeline
Secondary and Special Education Teacher
Ki Charter Academy (Hickory Trail Behavior Clinic
2022.08 - 2023.05
INSIDE SALES
NETWORK SYSTEM INC.
2022.02 - 2022.05
CLINICAL QA ANALYST/ BUSINESS ANALYST
KRUCIAL RAPID RESPONSE
2021.09 - 2021.11
MARKET DEVELOPMENT EXECUTIVE - INSIDE SALES
CRESCENT BANK
2020.12 - 2021.04
Customer Assistance Team Level 4
WELLS FARGO
2020.03 - 2020.07
ACCOUNT RESOLUTION SPECIALIST
WELLS FARGO
2018.03 - 2020.03
SENIOR CREDIT/UNDERWRITING ANALYST
CHRYSLER CAPITAL
2013.10 - 2017.10
M.A. Political Science: Policy & Procedure -
Jackson State University
- SMU Continued Education Certification - Data Analytics, 03/2024 anticipation
- Allsec Technologies - Bank Secrecy Act/Anti Money Laundering Certification, 11/2017
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