Diana Rosa
Houston,TX
Summary
Forward-thinking Bilingual Credit Analyst with customer correspondence and credit analysis expertise who is familiar with creating credit risk models. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
Work History
Sr. Credit Analyst
Sunnova Energy Corp.
05.2023 - Current
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Developed, tracked, and maintained metrics in support of bad debt planning.
- Validated and reconciled AR in support of monthly bad debt reviews with accounting team to ensure bad debt reserve was consistent with operational expectations across all markets.
- Reported bad debt variance explanations to various finance teams across the organization.
- Maintained reports used in monitoring aged receivables and other debt risk KPIs.
- Managed end-to-end credit reporting process for 18,000+ customer accounts, ensuring accuracy and compliance with FCRA and Metro 2 reporting standards.
QA/Change Analyst
Sunnova Energy Corp.
11.2021 - 05.2023
- Conducted pre- and post-release implementation testing.
- Facilitated training sessions with BGO and revenue management members (both new and existing) to maintain up to date knowledge.
- Participated in high-level change management strategic planning, incorporating input from stakeholders, internal support staff and external factors.
- Developed and delivered change management support documentation and manuals.
Revenue Management Specialist
Sunnova Energy Corp.
09.2019 - 11.2021
- Conducted customer invoice cycle drafting and met an overall goal of 99% timeliness and accuracy.
- Maintained collections dialer files and made sure they were triggered at scheduled times.
- Researched and resolved billing discrepancies to enable accurate billing.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Audited and corrected billing and posting documents for accuracy.
- Researched and responded to customer disputes and questions on daily basis.
Customer Service Representative II
Sunnova Energy Corp.
09.2018 - 09.2019
- Maintained customer loyalty by ensuring follow up calls within a timely manner.
- Specialized in case management and thorough case notation to ensure all customer information was accurate.
- Performed extensive research on accounts to ensure billing and credit underwriting requirements were met.
- Trained members of team to effectively verify Puerto Rican and US titles to meet contract underwriting policies for each region.
- Established a rapport with several departments within the company along with external dealers to efficiently resolve customers’ conflicts.
Customer Service Representative I
Sunnova Energy Corp.
07.2017 - 09.2018
- Provided excellent customer service and utilized quick thinking and exploratory techniques to assist customers with questions.
- Opened and maintained customer accounts by recording account information.
- Followed communication procedures, guidelines, and policies.
- Greeted customers warmly and asked probing questions to get to the root of customers' problem or reason for calling.
- Took payment information and other pertinent data such as addresses and phone number from customers.
Assistant Manager
Payless Shoesource
06.2013 - 06.2017
- Kept track of sales and store goals while motivating team of six to accomplish KPI goals.
- De-escalated situations with upset customers to retain their business and resolved customer complaints effectively via phone and/or email.
- Maintained training standards with all associates in the store as they were rolled out by company.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Was a product expert in order to upsell customers and better train employees.
Education
Associates - Accounting
University of Houston
Houston, TXHigh School Diploma -
Harmony Science Academy
Houston, TXSkills
- Effective Problem-Solving
- Time-Management
- Adaptable to New Environments
- Quick-Learner
- Analytical/Research Skills
- Proficient in Microsoft Office and Software Development Tools: JIRA, Confluence
- Driver based bad-debt modelling
- Credit risk assessment and Underwriting
- Credit Reporting and documentation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Sr. Credit Analyst
Sunnova Energy Corp.
05.2023 - Current
QA/Change Analyst
Sunnova Energy Corp.
11.2021 - 05.2023
Revenue Management Specialist
Sunnova Energy Corp.
09.2019 - 11.2021
Customer Service Representative II
Sunnova Energy Corp.
09.2018 - 09.2019
Customer Service Representative I
Sunnova Energy Corp.
07.2017 - 09.2018
Assistant Manager
Payless Shoesource
06.2013 - 06.2017
Associates - Accounting
University of Houston
High School Diploma -
Harmony Science Academy
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