Haley Penhorwood
Delaware,OH
Summary
Operations professional with experience managing complex workflows, creating process documentation, and driving operational improvements. Skilled at collaborating across teams, solving complex problems, and developing scalable processes that improve efficiency and consistency.
Overview
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Senior Specialty Underwriter
Upstart
07.2025 - Current
- Manage Jira tickets and partner with Product and Engineering teams to investigate issues, resolve defects, and improve operational workflows.
- Develop SOPs, job aids, and process documentation while creating production trackers used by leadership to monitor team performance and operational metrics.
- Serve as a subject matter expert (SME), mentoring 10–15 underwriters, supporting onboarding, and providing guidance on complex underwriting scenarios.
- Collaborate across departments to resolve escalated issues, communicate updates, and ensure timely issue resolution.
- Assist with audit preparation, policy updates, and process improvement initiatives that enhance quality and operational efficiency.
- Perform second-level reviews of complex HELOC applications while maintaining quality, compliance, and regulatory standards.
Credit Analyst
Upstart
08.2024 - 07.2025
- Managed a high-volume pipeline while consistently meeting quality standards and service-level expectations.
- Utilized financial modeling software to evaluate creditworthiness effectively.
- Maintained up-to-date knowledge of industry regulations affecting lending practices.
Commercial Underwriter I & II
BHG Financial
07.2022 - 08.2024
- Managed a high-volume portfolio of commercial loan applications while meeting production and turnaround goals.
- Conduct complex commercial income reviews by analyzing business tax returns, financial statements, and supporting documentation to assess borrower eligibility and risk.
- Analyzed financial documentation and maintained detailed, accurate records throughout the underwriting process.
Auto and Consumer Credit Analyst
Upstart
05.2021 - 07.2022
- Reviewed and processed high-volume auto lending applications while ensuring accuracy, compliance, and timely decision-making.
- Verified customer income, insurance, payoff quotes, and supporting documentation to facilitate accurate lending decisions.
- Managed multiple operational work queues, prioritizing high-priority and aging applications to meet service-level expectations.
- Identified workflow issues and escalated operational concerns to appropriate teams, contributing to process improvements.
- Collaborated with cross-functional partners to support policy updates, operational enhancements, and new product implementations.
- Provided feedback that improved internal processes, customer experience, and operational scalability.
Dental Office Assistant
Powell Dental Group
Powell, Ohio
05.2019 - 04.2021
- Coordinated daily office operations, scheduling, and patient communications.
- Verified insurance eligibility, processed claims, and maintained accurate patient records.
- Resolved patient questions regarding insurance benefits, billing, and treatment plans.
Store Manager
Verizon Gowireless
Powell, Ohio
12.2018 - 05.2019
- Oversaw daily store operations, including staffing, scheduling, inventory management, and performance tracking to ensure smooth operations.
- Coached and developed team members, resulting in achievement of sales and customer service goals.
- Resolved customer escalations while ensuring a positive customer experience.
- Monitored operational metrics and implemented strategies that enhanced overall store performance.
Sales Associate
Verizon Gowireless
Powell, OH
07.2018 - 12.2018
- Assisted customers with product selection and service inquiries.
- Resolved customer complaints and concerns with professionalism and care.
- Maintained knowledge of current promotions and product offerings regularly.
- Processed transactions using a point-of-sale system.
Education
Associate of Science - Accounting And Finance
Columbus State Community College
Columbus, OH 12.2022 - 07.2026
Skills
- Underwriting Guidelines
- Risk Assessment
- Issue Resolution
- Process Improvement
- Workflow Management
- Project Coordination
- Data Analysis
- Microsoft Excel
- Microsoft Office
- Google Suite
- Jira
- Standard Operating Procedures (SOPs)
Timeline
Senior Specialty Underwriter
Upstart
07.2025 - Current
Credit Analyst
Upstart
08.2024 - 07.2025
Associate of Science - Accounting And Finance
Columbus State Community College
12.2022 - 07.2026
Commercial Underwriter I & II
BHG Financial
07.2022 - 08.2024
Auto and Consumer Credit Analyst
Upstart
05.2021 - 07.2022
Dental Office Assistant
Powell Dental Group
05.2019 - 04.2021
Store Manager
Verizon Gowireless
12.2018 - 05.2019
Sales Associate
Verizon Gowireless
07.2018 - 12.2018