Falonna Davidson
Atlanta,GA
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
17
17
years of professional experience
Work History
Vice President of Operations
MFW Incorporated
02.2017 - Current
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Supported project management team for optimal performance.
- Managed cross-functional teams to ensure seamless collaboration for optimal business outcomes.
- Enhanced team cohesion by organizing regular training sessions focused on communication skills and conflict resolution techniques.
- Responded to high volume of phone and email requests to provide logistics information.
- Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
Claims Adjustment Specialist
UHG
06.2020 - 11.2024
- Provide expertise of general claims support by reviewing, researching, investigating, processing, and adjusting.
- Analyze and identify trends and provide reports to supervisor as necessary.
- Consistently meet established productivity, schedule adherence and quality standards.
- Remote
- Directed claims negotiations within allowable limited amounts and supported successful litigations for advanced issues.
- Enhanced customer satisfaction by providing timely and accurate claim resolutions.
- Analyzed complex data to identify trends in claims, recommending adjustments to policies and procedures accordingly.
- Investigated discrepancies between policy coverage details and filed claims; recommended appropriate course of action resulting in cost savings.
Senior Resolution Specialist
LHI / Optum
12.2020 - 06.2023
- Conducted trainings, performing quality checks and issue resolution for new hires and continuous learning training for existing specialists.
- Act as a resource and liaison to support team members and internal/external customers with processes, training, education and issue resolution related to services provided based on contract guidelines and contractual requirements while building strong working relationships.
- Complete Audios on calls weekly.
- Completes 1:1 weekly team meetings, and assists the team with being successful in the Command Center.
- Weekly reports, leadership on nights when management is not around.
- Remote
- Helped team members develop skills and improve performance to maximize service and productivity.
- Monitored calls and proposed improvement plans for struggling representatives.
- Assisted management with keeping team working efficiently.
- Managed a team of junior resolution specialists, providing guidance and support to improve their skills and performance.
Resolutions Lead Coordinator Specialist
ABR Staffing
06.2020 - 12.2020
- Successful work in a phone queue and be available on a rotating schedule including answering inbound calls.
- Perform tasks and special projects such as courier services, from monitoring, to task inventories.
- Develop expert knowledge of applicable reports, and document review to complete daily assignments.
- Communicate in a timely, effective and appropriate manner.
- Ensure all timecards are submitted accurately.
- Review and correct document errors or to ensure understanding to prevent future errors.
- Remote
- Delegated tasks strategically to ensure optimal workload distribution among team members, maximizing overall productivity.
- Increased team productivity by providing ongoing support and training for all team members.
- Developed strong relationships with internal departments to facilitate seamless collaboration on projects.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
Resolutions Lead Coordinator Specialist
BMO Harris Bank
08.2014 - 06.2016
- Work with LOB, SSRR, and Insurance and other vendors and bank representatives.
- Reviews appraisals invoice and inspection documents.
- Quickly and effectively solve challenges dealing with processing the loans in a timely manner.
- Maintain quality control/satisfaction records, constantly seeking ways to improve the loan process.
- Process and/or fulfill transactions, perform audit reconciliation activities and/or other activities in accordance.
- Made important decisions that directly impacted the company.
- August 2014 to June 2016
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
- Delegated tasks strategically to ensure optimal workload distribution among team members, maximizing overall productivity.
- Increased team productivity by providing ongoing support and training for all team members.
- Developed strong relationships with internal departments to facilitate seamless collaboration on projects.
Loan Servicing Specialist III
Wells Fargo
08.2008 - 07.2014
- Monitor and ensure proper Insurance (Hazard, Liability, Flood, etc) coverage on all loans.
- Monitor delinquent loans, AFT/ACH's and maturing/matured loans. Perform delinquent collections.
- Monitor delinquent property taxes.
- Manage billing statements.
- Assist with loan payments, advance requests, and other transactional entries, as needed.
- Perform loan file maintenance, as needed.
- Provide quality customer service to customers and respond to inquiries in a prompt and efficient manner.
- Provide proactive support to relationship managers and executive management, as needed.
- Perform additional duties as assigned by the manager.
- August 2008 to July 2014
- Improved loan processing efficiency by streamlining documentation and workflow procedures.
- Reviewed and validated details of loan applications and closing documentation.
- Analyzed financial statements for risk assessment during underwriting process, contributing to higher quality loan portfolio growth.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Enhanced customer satisfaction through timely resolution of loan servicing issues.
- Facilitated timely loan modification requests, collaborating with borrowers and internal teams to reach mutually beneficial solutions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
Skills
- Ability to multitask, prioritize, and work independently or as part of a team
- Written and verbal communication skills, with a strong eye for detail
- Microsoft: WordPerfect 51/61 - Microsoft Office: Excel, Outlook, HTML, XML
- Microsoft Windows - FHA Trained - Filing/Editing
- HR / New Hire / Onboarding Experience / Interviewing / Time off Vacation
- Typing (40 wpm) - Office Procedures
- Telephone Skills - Data Entry Management - Accounts Receivable - Accounts Payable - Alpha Numeric - Management Skills - Customer Service
- Experience with multiple systems in a remote environment
- Complaint handling
- Operations management
- Quality assurance expertise
- Team member training
- Teamwork and collaboration
- Problem-solving
Timeline
Senior Resolution Specialist
LHI / Optum
12.2020 - 06.2023
Claims Adjustment Specialist
UHG
06.2020 - 11.2024
Resolutions Lead Coordinator Specialist
ABR Staffing
06.2020 - 12.2020
Vice President of Operations
MFW Incorporated
02.2017 - Current
Resolutions Lead Coordinator Specialist
BMO Harris Bank
08.2014 - 06.2016
Loan Servicing Specialist III
Wells Fargo
08.2008 - 07.2014
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