Jessica Farley
Meadville,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Accomplished [SME] recognized for initiating positive environments where employees thrive and succeed. Multitasking professional with exceptional composure and poise. Expert in [Training], [Coaching 1:1] and [Special Task].
Overview
9
9
years of professional experience
Work History
Issues Management Analyst
Cenlar FSB
03.2023 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Issues Management Analyst
SourcePoint Mortgage
01.2022 - Current
- Maintained professionality and efficiency while working closely with leadership.
- Enhanced leadership abilities through training and hands-on task completion.
- Made informed decisions and communicated requested actions to employees.
- Corrected potential workplace hazards and improper tool or equipment use.
- Built network of peer and professional contacts, sharing knowledge and gaining insights.
- Learned company processes, procedures and employee role functions.
- Supported staff training, development and evaluation.
- Completed special projects under manager guidance.
- Communicated status of assigned responsibilities to management.
- Supported client with financial analysis, budget management and operational cost control.
- Assisted with projects and responsibilities to foster relationships with internal departments.
- Researched and responded to customer and vendor inquiries.
- Researched, identified and contacted potential business partners.
- Liaised between committees and remote facilities, delivering senior leadership decisions and reporting on individual branch performance metrics.
- Participated in developing control system plans, incorporating human resource considerations and ongoing management frameworks to maximize efficiency.
- Developed management structure plans, shaping hiring and recruitment by illustrating necessary skills and competencies for each employment level.
- Drafted holistic performance reviews of employees, illustrating strengths and weaknesses to inform future promotions or remedial actions.
- Launched one-on-one reviews for individual [Type] managers, authoring in-depth performance reports and advising on necessary corrective measures.
- Designed employee evaluation programs and integrated reward programs and negative outcome responses.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
Senior Modified SPOC
Digital Risk LLC
08.2020 - 08.2021
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Managed portfolio to control overall mix of accounts and exposures.
- Worked with customers to put together plans focused on retaining property ownership.
- Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
- Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
Customer Service Manager
AVI Foodsystems Inc.
01.2020 - 07.2020
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
- Automated contact management system to maintain efficient client organization.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
- Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Reduced amount of employee overtime [80]% by effectively delegating tasks.
Universal Banker
ONE Federal Credit Union
09.2017 - 10.2018
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
- Completed routine teller tasks with high accuracy, including transfers, deposits and bill payments.
- Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
- Helped customers understand and use technical tools such as mobile applications and online banking.
- Verified amounts and integrity of every check or funds transfer.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Cultivated positive relationships with key stakeholders and decision-makers as part of successful business practices.
- Put together and executed loan documents.
- Built positive relationships with realtors to produce client referrals.
- Managed total investment portfolio worth in excess of $200,00.00.
- Advised customers on bank products, services and financial planning options.
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Reviewed accounts for signs of fraud and turned over details to law enforcement officials.
- Modified, opened and closed customer accounts.
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
- Met with new clients and completed pre-qualification procedures.
Collections Specialist
BSI Financial ServicesInc
04.2015 - 08.2017
- Recorded information about customers' financial status and collections status efforts.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Met demands of busy collections group by performing high volume of daily calls.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Located debtors by utilizing skip tracking and other strategies.
- Marketed delinquent mortgage notes to potential investors and negotiated to receive highest bids.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Prepared packages containing all pertinent documentation for collections accounts.
- Reviewed accounts to determine payment plan compliance.
- Executed affidavits, modifications and forbearance agreements for official court proceedings.
- Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
Education
High School Diploma -
Westfield Academy And Central School
Westfield NYSkills
- Systems and automation applications
- Contract development and management
- Capital improvement planning
- Issue and conflict resolution
- Time management
- Relationship building
- Basic math
- Communication
- Decision-making
- Team building
- Maintenance & repair
- First Aid/CPR
- Fluent in Spanish
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Information Gathering
- Data Research and Validation
- Process Improvements
Timeline
Issues Management Analyst
Cenlar FSB
03.2023 - Current
Issues Management Analyst
SourcePoint Mortgage
01.2022 - Current
Senior Modified SPOC
Digital Risk LLC
08.2020 - 08.2021
Customer Service Manager
AVI Foodsystems Inc.
01.2020 - 07.2020
Universal Banker
ONE Federal Credit Union
09.2017 - 10.2018
Collections Specialist
BSI Financial ServicesInc
04.2015 - 08.2017
High School Diploma -
Westfield Academy And Central School