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
Jacksonville, FL
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
Jacksonville, FL
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
Jacksonville, FL
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
Jacksonville, FL
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
Jacksonville, FL
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)
Jacksonville, FL
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