Kelli Barrington
Quality Control Analyst
Saint Johns,FL
Summary
To secure a position where education, experience, organization, and attention to detail can be utilized to complement and enhance the services, productivity, and reputation of employer.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Qualifications: Highly organized, detail-oriented, provide thorough and skillful administrative support, excellent written communication skills, professional, independent, self-motivated, team player
Overview
36
36
years of professional experience
Work History
Quality Control Analyst
PNC Bank, NA
04.2023 - Current
- Review closing documents for compliance
- Review operations systems to ensure data entry accuracy
- Provide feedback to multiple departments to ensure complete customer satisfaction
- Occasionally work on special projects to assist with department-wide SLA
- Attend daily/weekly/monthly department meetings
- Provide Notary services if needed
- Inspected items and compared against standards to meet regulatory requirements.
- Conducted data review and followed standard practices to find solutions.
- Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
- Planned and implemented performance improvement and quality assurance programs.
- Defined and implemented quality initiatives to reduce risk.
- Addressed non-conformance issues, pausing production to correct errors.
Loan Closing Analyst - Sr
PNC Bank
08.2021 - 03.2023
- Audit/Review all loan closing documents for compliance prior to closing with title
- Provide administrative and training support
- Provide Notary services if needed
- Attend weekly/monthly department meetings
- Investigated system issues and implemented resolutions to reduce downtime.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
Loan Closing Analyst – Sr
TIAA Bank
06.2021 - 08.2021
- Audit/Review all loan closing documents for compliance prior to closing with title
- Provide administrative and training support
- Provide Notary services if needed
- Attend weekly/monthly department meetings
- Investigated system issues and implemented resolutions to reduce downtime.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
Construction Loan Disbursement QA Specialist
TIAA Bank
06.2018 - 08.2021
- Manage construction to permanent loans throughout the construction phase
- Progress inspection oversight
- Process disbursements to borrowers/builders upon construction progress
- Prepare Modification Packages for construction phase extensions
- Prepare Modification Packages converting loans from the construction phase to permanent financing to include Note and Mortgage Modification Agreement, Affidavits, Notices of
- Termination
- Assist with special projects
- Manage credit card expense account
- Process invoices
- Provide Notary Services
- Provide weekly and monthly reporting for compliance
- Attend weekly/monthly department meetings
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Fixed identified issues to improve workflows.
- Updated inspection journals and daily summary logs with quality-related data.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored product standards and quality-control programs.
- Promoted adherence to quality standards by educating personnel on quality control.
- Fixed identified issues to increase productivity and boost workflows.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Reported problems and concerns to management.
- Inspected items and compared against standards to meet regulatory requirements.
- Developed and implemented procedures to meet product quality standards.
- Conducted data review and followed standard practices to find solutions.
- Reviewed production processes and identified potential quality issues.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
Construction/Perm Loan Analyst II
Branch Banking And Trust, BB&T
09.2015 - 06.2018
- Manage construction to permanent loans through the construction phase
- Progress inspection oversight
- Process disbursements to borrowers/builders upon construction progress
- Complete modification of construction loans to permanent mortgages
- Prepare Modification Packages to include Note and Mortgage Modification Agreement
- Affidavits, Notices of Termination
- Work closely with closing agents/attorneys during the modification process
- Assist with special projects
- Process invoices
- Provide Notary Services
- Provide weekly and monthly reporting for compliance
- Attend weekly/monthly department meetings
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Developed and maintained relationships with customers, lenders and other third parties.
- Explained very technical financial information to applicants in easy to understand language.
- Compiled closing packages for drafting and presentation accuracy.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
Senior Asset Manager
REO Management Services, Inc, Merrill Lynch Credit
06.2007 - 08.2015
- Manage REO properties for multiple investors from the foreclosure sale to disposition
- SCRA compliance, PTFA compliance (through December 2014)
- Eviction oversight
- Repairs and improvements oversight
- Work closely with Real Estate Brokers/Agents, Title companies, and attorneys in marketing, offer negotiations, and closings
- Assist with complex litigation
- Prepare monthly reports for management, finance, and regulatory compliance
- Attend weekly and monthly portfolio meetings
- Prepare /compile documents for in-house and government audits
- Provide Notary services
- Provide assistance when needed for the successful office operation and business flow
- Kept detailed track of asset maintenance and potential future costs to accurately portray data and advise clients.
- Negotiated and resolved complex real estate transactions, securing highest asset claim and liquidity.
- Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.
- Maintained contract database of existing and new client contract files and details.
- Negotiated contract terms with brokers and buyers to achieve net sale proceeds.
- Monitored litigation, foreclosure and portfolio liquidation proceedings to deliver maximum ROI to investors.
- Evaluated appraisals, broker opinions and current market data to derive internal valuations and implement property strategies from pre-foreclosure through sale of asset.
- Collaborated with investment firms and private real estate investors to provide due diligence and underwriting functions for acquisition and management of real estate portfolios.
Office Staff
Publix Supermarkets
01.1988 - 01.2004
- Responsible for daily and weekly accounting
- Reconciled store on a nightly and weekly basis
- Supervised cashiers and front service personnel
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
Office Manager/Licensed Insurance Agent, bookkeeper
David Cooper & Associates
01.1991 - 01.1996
- Held State of Florida Life, Health, and Variable Annuity License
- Marketed and serviced life and health insurance products for individual and business clients
- Designed, enrolled, and serviced group benefits packages for business owners
- Agency
- Calculated quotes and educated potential clients on insurance options.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Obtained underwriting approval by completing application for coverage.
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Upsold additional products and services after identifying customer needs and requirements.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Exceeded corporate quotas for monthly policy sales.
- Assessed coverage plans and long-term business goals to successfully align new products with plans and strategies.
- Maintained and processed invoices, deposits, and money logs.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Reconciled and corrected issues with financial records.
- Posted daily receipts and payments in accordance with corporate protocols.
- Established QuickBooks accounting system to reflect accurate financial records.
- Reported financial data and updated financial records in ledgers and journals.
- Identified accounting errors when cross-referencing documents and database information.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Completed tax forms in compliance with legal regulations.
- Reduced financial discrepancies through transaction monitoring and management.
- Analyzed financial data to assist in budget creation and forecasting.
- Managed vendor relationships and negotiated contracts to obtain best prices and value for money.
- Developed and implemented procedures to improve accounting efficiency.
- Used knowledge of local laws to comply with reporting requirements.
Customer Service Representative
Barnett Card Services Bank (FKA Barnett Bank)
01.1989 - 01.1991
- Assisted customers during the application process for bank-issued Visa/Mastercard
- Data entry for applications, payment processing, and check encoding
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Received Master of Arts Degree - Executive Leadership
Liberty University
Lynchburg, VA08.2020
Bachelor of Science - Paralegal Studies, Business
Liberty University
Lynchburg, VA04.2018
High School Diploma -
University Christian School
Jacksonville, FL05.1988
Skills
- Microsoft Outlook, Word, Excel, PowerPoint
- MSP
- LPS
- Encompass
- Empower
- Oracle
- ACBS
- CLASS
- CapitalStream
Timeline
Quality Control Analyst
PNC Bank, NA
04.2023 - Current
Loan Closing Analyst - Sr
PNC Bank
08.2021 - 03.2023
Loan Closing Analyst – Sr
TIAA Bank
06.2021 - 08.2021
Construction Loan Disbursement QA Specialist
TIAA Bank
06.2018 - 08.2021
Construction/Perm Loan Analyst II
Branch Banking And Trust, BB&T
09.2015 - 06.2018
Senior Asset Manager
REO Management Services, Inc, Merrill Lynch Credit
06.2007 - 08.2015
Office Manager/Licensed Insurance Agent, bookkeeper
David Cooper & Associates
01.1991 - 01.1996
Customer Service Representative
Barnett Card Services Bank (FKA Barnett Bank)
01.1989 - 01.1991
Office Staff
Publix Supermarkets
01.1988 - 01.2004
Received Master of Arts Degree - Executive Leadership
Liberty University
Bachelor of Science - Paralegal Studies, Business
Liberty University
High School Diploma -
University Christian School
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