Elizabeth Scott

• Own day-to-day Salesforce administration including data entry, data cleansing, user support, and training.
• Partner with sales directors and representatives to understand CRM usage and data requests.
• Contribute to development and assessment of customer journeys.
• Build consumer-friendly reports and dashboards to convey data and results of analyses.
• Conduct campaign performance analysis to derive insights to optimize campaign strategy and generate incremental revenue.
• Collaborate with other industry leaders in CRM to identify best practices to implement.
• Generate targeted customer lists by pulling data, performing analysis, and cleansing based on specific criteria.
• Analyze customer, prospect, and consultant data to identify valuable trends and insights on behavior and preferences.
• Monitor data hygiene and integrity and identified opportunities to improve data quality.

• Monitored financial results, P&L drivers, metrics, and trends to build accurate partner/segment forecasts.
• Analyzed and forecasted partnership performance to identify opportunities and risks for business.
• Prepared presentations and effectively communicated results and insights to Senior Management.
• Built scenarios and sensitivities around new products by conducting ad hoc analysis.
• Produced quarterly forecasts and ongoing to guide business.
• Completed contractually required analyses like Profit Share calculations for specific partners.
• Partnered with global Finance Corporate Planning team for weekly opportunity & risk updates to corporate-level forecasts.
• Supported short-term and long-term initiatives (tracking, validation, analytics).
• Utilized data visualization tools such as Tableau to track partner performance.

Government Programs Caseworker

• Utilized Salesforce platform for daily Customer relationship management operations.
• Served as liaison between Small Business Administration (SBA) and business owners to facilitate forgiveness of Paycheck Protection Program loans on behalf of borrowers.
• Interviewed small business owners with goal of obtaining pertinent information to create personalized experience based on business needs.
• Analyzed and interpreted government issued contract language to ensure adherence to regulated policies.
• Regularly monitored forgiveness completion metrics to create individual and team workflow plans.
• Identified problem areas within loan portfolio, analyzed risks, and suggest appropriate solutions.
• Interpreted and analyzed financial statements and business tax returns.
• Validated and updated customer data to ensure accuracy of information submitted for loans and forgiveness.

Risk Mitigator

• Conducted business research to determine account risk and eligibility for loan offerings and completed enrollment procedures.
• Identified trends and changes in collections environment and communicated findings to C-level executives.
• Partnered with internal and external business partners to create seamless customer experience.
• Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
• Used probing techniques to determine debtors' reasons for delinquency.
• Negotiated with debtors to collect balances in full.
• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Consistently achieved monthly loan acquisition and collections goals through effective use of business strategies and negotiation skills.

• Managed large, diverse, and varying portfolio of customer accounts daily, ensuring actions requested by customer were completed accurately, efficiently, and in compliance with internal controls and government regulations.
• Provided exceptional customer service via phone and email, and monitored customer satisfaction utilizing Net Promoter System.
• Worked in tandem with internal teams and customers to negotiate payments, verify account reconciliations, and make credit line extension decisions.
• Initiated and resolved billing disputes by conducting transaction research, communicating with external companies, and collaborating with Fraud team when necessary.
• Collected customer feedback and presented findings to upper management and executive teams for policy enhancement recommendations.
• Oversaw business development to originate new client opportunities.
• Mentored new hires, resulting in stronger staff development and increased productivity.