Hi, I’m
Doanyelle Conner Caceres
Woodland,WA
Summary
I am a server. I enjoy helping identifying and resolving complex service-related issues. I am also a leader. I can manage teams, processes, projects, and tasks. And, I am a learner. I crave knowledge and growth to improve my executive presence, my industry knowledge, and my value as a human being. I always strive to work smarter and achieve more.
Overview
26
years of professional experience
Work History
Allstate Benefits
Service Specialist
05.2022 - Current
Job overview
- Provides primary customer support to internal and external customers. Acts as liaison between teams to coordinate workflow.
- Handles customer inquiries and suggestions courteously and professionally.
- Tracks constant flow of customer service cases and updates service software with appropriate documentation.
- Analyzes customer service trends to discover areas of opportunity and provides feedback to management.
- Clarifies customer issues and determined root cause of problems to resolve product or service complaints.
- Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offers advice and assistance to customers, paying attention to special needs or wants.
- Performs account, payment, and policies audits.
Allstate Benefits
Key Broker Billing Consultant II
07.2014 - 05.2022
Job overview
- Senior Billing Consultant for Key Brokers.
- Developed and documented team procedures.
- Created and maintained team web pages.
- Routinely led team meetings and trainings
- Acted as billing subject matter expert for Group Whole Life policies.
- Prepared extensive account, invoice, policy, and discrepancy audits.
- Led welcome calls for new clients to ensure billing was set up accurately and to explain billing processes. Trained clients on online billing portal.
- Created and reviewed deduction change files.
- Let routine billing calls with brokers.
- Researched and cleared billing suspense items within 30 days 100% each month.
- Reactivated, rebuilt, and terminated policies as needed.
- Worked with multiple departments to check proper billing information.
- Provided billing training to division new hires.
The Jacksonville Bank
Mortgage Loan Processor
11.2012 - 02.2014
Job overview
- Reviewed and validated details of loan applications and closing documentation.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Communicated with originator and applicant concerning progress of loan file.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
Seacoast National Bank
Loan Balancing Supervisor
06.2009 - 08.2012
Job overview
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Reconciled all loan general ledger accounts on a daily basis.
- Created reports, presentations and other materials for executive staff.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Liaised with the OCC to ensure compliance and proper training for flood insurance regulations. Led a task force to remove a negative standing regarding existing flood insurance documentation procedures.
- Approved and reconciled vendor billings.
- Insured that customer escrow accounts were discrepancy-free and accurate.
Seacoast National Bank
Credit Analyst
06.2008 - 06.2009
Job overview
- Complied with internal controls and government regulations.
- Assessed credit risk and analyzed financial statements.
- Gathered loan documentation for underwriting.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Conducted industry research to understand economic conditions impacting borrower ability to repay loans.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
Seacoast National Bank
Commercial Construction Operations Manager
06.2007 - 06.2008
Job overview
- Recruited to start this as a new department.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established and documented department processes and procedures.
- Interacted well with customers, builders, and lenders to build connections and nurture relationships.
- Managed participation and syndication relationships with other financial institutions.
- Ensured proper compliance with industry regulations and monitored industry service standards.
- Ensured all loan files were documented properly.
- Approved construction draws, ensuring properties were free from liens.
- Reviewed title work for potential risk.
- Performed a review of all commercial construction appraisals.
- Insured proper insurance was in place for each project.
- Met with builders and went on site inspections.
Big Lake National Bank (nka Seacoast Natl Bank)
Interim Chief Credit Officer
01.2007 - 06.2007
Job overview
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Checked appraisals, title information and insurance documents for each property.
- Improved understanding of financial statements, which helped in assessing risk.
- Complied with internal controls and government regulations.
Big Lake National Bank (nka - Seacoast Natl Bank)
Manager of Operations
01.2002 - 01.2007
Job overview
- Managed Residential Underwriting, Commercial Construction Real Estate, and Collections teams.
- Manged the start up of the Commercial Construction Real Estate and Collections Departments.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Developed systems and procedures to improve operational quality and team efficiency.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Monitored loans and collections to reduce risk for stakeholders and shareholders.
Big Lake National Bank (nka Seacoast Natl Bank)
Bank Manager
06.1997 - 01.2002
Job overview
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Examined customer loan applications for loan approvals and denials.
- Identified partnership opportunities and established favorable business connections.
Education
Jack Welch Mgmt Institute - Strayer UniversityWashington, DC
MBA from Operational Leadership
06.2024
University Overview
- Professional Development - Leadership in the 21st Century, Business Communications, Organizational Management
- Honors GPA
Florida State College At JacksonvilleJacksonville, FL
Bachelor of Science from Converged Communications
06.2017
University Overview
- Professional Development: Ethics, grant writing, international business, marketing, digital media creation and editing, business communications.
Indian River State CollegeFt. Pierce, FL
Associate of Arts from Accounting
Keiser UniversityMelbourne, FL
Paralegal
Skills
- Builds and maintains successful relationships with brokers, clients, and internal teams
- Strong analytical skills
- Thorough and responsive
- Process driven - results oriented
- Dedicated to continuous learning
Timeline
Service Specialist
Allstate Benefits
05.2022 - Current
Key Broker Billing Consultant II
Allstate Benefits
07.2014 - 05.2022
Mortgage Loan Processor
The Jacksonville Bank
11.2012 - 02.2014
Loan Balancing Supervisor
Seacoast National Bank
06.2009 - 08.2012
Credit Analyst
Seacoast National Bank
06.2008 - 06.2009
Commercial Construction Operations Manager
Seacoast National Bank
06.2007 - 06.2008
Interim Chief Credit Officer
Big Lake National Bank (nka Seacoast Natl Bank)
01.2007 - 06.2007
Manager of Operations
Big Lake National Bank (nka - Seacoast Natl Bank)
01.2002 - 01.2007
Bank Manager
Big Lake National Bank (nka Seacoast Natl Bank)
06.1997 - 01.2002
Jack Welch Mgmt Institute - Strayer University
MBA from Operational Leadership
Florida State College At Jacksonville
Bachelor of Science from Converged Communications
Indian River State College
Associate of Arts from Accounting
Keiser University
Paralegal
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