Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ettia Gonzalez

Whittier,CA

Summary

Accomplished Production Supervisor with a proven track record of exceeding established standards for both production and first time accuracy for assigned tasks at Horne LLP, overseeing $3 billion in pandemic relief funds. Proven success in leading, managing, training, and disciplining diverse teams both in office and remote environments. Expert in financial oversight and audit management and recognized for strategic account management at Yamaha resulting in robust financial health and superior customer satisfaction. Bilingual in English and Spanish.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Production Supervisor

Horne LLP
01.2021 - 02.2025
  • Led the QA/QC division overseeing over $3 billion in pandemic relief funds. Remotely supervised a team of 122, ensuring the efficient allocation of aid to those in need across California.
  • Oversaw large-scale fraud detection, recapture, and audit operations, managing federal and state funds with a focus on compliance and transparency.
  • Conducted various quality assurance procedures to ensure program accuracy, prevent fraud, and maintain compliance with federal and state regulations, overseeing the distribution of approximately $1 million per week in rental assistance.
  • Supervised daily funding reconciliations, ensuring accuracy in payments while implementing fraud prevention measures.
  • Worked closely with management to develop effective communication strategies for the Payfile and Appeal status, ensuring clarity and transparency in program updates.
  • Managed multiple JIRA project teams, addressing and resolving approximately 39,000 inquiry tickets to ensure prompt and accurate stakeholder responses.
  • Conducted extensive data analysis to uncover actionable insights, optimize data quality, and enhance decision-making processes.
  • Utilized DataTree and CoreLogic to pull title reports and property detail reports to verify property ownership and ensure accurate decision-making.
  • Reviewed and approved timecards for a team of 170 members, ensuring accurate time entry, verifying proper coding, and confirming that all time entry descriptions were clear and compliant with organizational standards.
  • Accomplishments:
  • Recognized by senior project leadership for superior competence, judgement and potential by receiving three promotions over a four-year period. Initially hired as a case manager (associate). Promoted to team lead (senior associate) supervising 12 case managers and then finally promoted to production supervisor (supervisor) supervising ten teams of 12 case managers.
  • Authored and enforced numerous Standard Operating Procedures (SOPs), ensuring adherence to state and federal regulations while simplifying for case managers the procedures necessary to quickly, accurately, and with minimal fraud risk the processing of applicants rent assistance requests resulting in a 65% reduction in processing times and enhancing overall program efficiency.
  • Led concurrent high-priority projects, securing funding and resources to pay the rent of more than 100,000 families totaling more than $100 million facing eviction due to the pandemic.
  • Trained more than 500 personnel in tasks and procedures required to execute the nation’s largest emergency rent relief program. Identified and developed 13 team members with superior potential resulting in 10 promotions to roles of increased responsibility
  • Personally managed the disbursement effort as part of project closeout ensuring that no Californian qualifying for assistance went unaided and that we mitigated fraud to less than .5% of the total dollars expended in assistance.
  • Responsible for preparing and disseminating the status, metric, and impact program reports that enabled the client’s senior leadership to understand in a single rapid reading the status of project deliverables and contractual key performance indicators.
  • Collaborated across cross-functional teams to implement stringent quality assurance measures and uphold rigorous project standards.

Regional Account Manager

Yamaha
11.2012 - 12.2020
  • Performed account reconciliations and educated customers on their responsibilities as account holders, emphasizing the importance of maintaining financial stability.
  • Conducted interviews with new and existing dealers to assess creditworthiness, prepared supporting documentation, and provided recommendations for approval or rejection of applications.
  • Delivered effective solutions and resolutions for customer issues and complaints, ensuring a high level of service satisfaction.
  • Recognized for successfully managing the firm's most accounts valued at over $380 million and providing strategic financial recommendations.
  • Personally executed the insurance claims management of more than 460 claims from initiation to resolution, including submitting appraisals to claims personnel, processing payments to policyholders and claimants, and negotiating with auto repair facilities when necessary.
  • Conducted the analysis required to reduce firm risk when establishing credit limits on customer accounts ranging from $100,000 to $2 million for both personal and national accounts, ensuring responsible credit allocation.
  • Possess excellent communication and negotiation skills, allowing me to effectively influence both external partners and internal stakeholders
  • Well-versed in compliance and regulatory standards within the financial services industry and thrive in fast-paced, high-growth environments where a strong sense of urgency is essential to success.
  • Achieved regional sales targets by developing strategic plans and executing effective account management practices.
  • Established strong client relationships through regular communication, attentive service, and prompt issue resolution.

Collections Manager

Superior Press
02.2008 - 10.2012
  • Researched accounts and completed due diligence to resolve collection problems.
  • Reviewed, researched, and corrected discrepancies and customer concerns.
  • Improved overall collections efficiency by implementing strategic collection plans and processes.
  • Oversaw daily posting of payments to customer accounts.
  • Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Worked with legal resources and recovery teams to manage default issues.
  • Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
  • Maintained compliance with federal, state, and local regulations governing debt collections practices.
  • Coded and entered at least 30 invoices each day into in-house accounting software.

Education

Business Administration -

Cerritos College
Cerritos, CA

Business Administration / Accounting - undefined

Cypress College
Cypress, CA

Lean Six Sigma, Black Belt Certificate -

Kennesaw State University
Kennesaw, GA

Skills

  • Advanced in Microsoft Office: Word, Excel, PowerPoint, Outlook, email, JIRA, Data Tree, and Power BI
  • Proficient in methods, practices, and procedures used in finance, and accounting
  • Concepts of office administration, account reconciliation AR/AP, and financial statement review
  • Typing speed: 50 WPM
  • Audit Management
  • Payroll ADP, Practice Engine, Net Suites
  • Training and Mentoring
  • Production Management
  • Neighborly software
  • Egrants software
  • Training and mentoring
  • Production and processing
  • Advance in Skip Tracing
  • Knowledge of CDBG-DR projects
  • Data Tree and Corelogic
  • Quality control

Certification

  • Marymount California University, Rancho Palos Verdes, CA - Accounting Certificate: Accounting and Finance
  • Kennesaw State University, Kennesaw, GA-Six Sigma: Blackbelt

Timeline

Production Supervisor

Horne LLP
01.2021 - 02.2025

Regional Account Manager

Yamaha
11.2012 - 12.2020

Collections Manager

Superior Press
02.2008 - 10.2012

Business Administration / Accounting - undefined

Cypress College

Business Administration -

Cerritos College

Lean Six Sigma, Black Belt Certificate -

Kennesaw State University

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