Kelly Sano
Fountain Inn,SC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
19
19
years of professional experience
Work History
SR QUALITY ASSURANCE COORDINATOR
GLOBAL LENDING SERVICES
Greenville, SC
10.2022 - Current
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensure company is in compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Optimize workflow efficiency by introducing automation tools into the QA process where appropriate.
- Achieve timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Document and report quality assurance outcomes, providing actionable insights for product development teams.
- Foster culture of continuous improvement, organizing training sessions on latest quality assurance best practices.
- Strengthen vendor relationships, conducting quality assessments of externally sourced components.
DEALER FUNDING SPECIALIST
GLOBAL LENDING SERVICES
Greenville, SC
09.2021 - 10.2022
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Collaborated with other departments including sales, underwriting, legal teams for seamless coordination during the entire loan cycle process.
- Developed and maintained relationships with dealerahips and clients to establish smooth loan process.
LOAN ADMINISTRATOR II
GLOBAL LENDING SERVICES
Greenville, SC
06.2019 - 09.2021
- Reviewed and updated account trade lines to Credit Reporting Agencies.
- Researched and responded to consumer credit disputes (ACDV & AUD) via e-Oscar
- Accurately reported payment history/account status to credit bureaus.
- Resolved disputes by effectively analyzing and interpreting complex information from multiple sources.
- Developed comprehensive training materials for new employees, enhancing their understanding of company policies and procedures related to dispute management.
- Assisted in the development of new dispute resolution policies and procedures, ensuring alignment with industry best practices and regulatory frameworks.
- Maintained accurate records of resolved disputes, contributing to improved internal auditing and compliance measures.
- Trained new hires.
CUSTOMER SERVICE COORDINATOR II
GLOBAL LENDING SERVICES
Greenville, SC
04.2019 - 06.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new hires.
ENROLLMENT COACH
BLACKBOARD INC
Greenville, SC
06.2015 - 02.2019
- Explained educational programs, admission process, expected graduate outcomes, student services, and financial considerations to prospective students and parents.
- Scheduled and conducted virtual information sessions with prospective students.
- Served as a liaison between students, academic advisors, and financial aid offices for seamless communication during the enrollment process.
- Analyzed enrollment trends, applying insights to tailor future outreach strategies.
- Facilitated seamless transitions for enrollees, connecting them with necessary resources post-enrollment.
- Increased enrollment numbers by developing and implementing targeted outreach campaigns.
- Led informative workshops, empowering potential applicants with knowledge to navigate enrollment process successfully.
- Ensured compliance with state, federal, and institutional regulations governing the distribution of financial aid by maintaining up-to-date knowledge of all relevant policies and procedures.
- Provided financial aid counseling to enrolled and prospective students.
- Educated students on various federal, state, and institutional grant programs, helping them make informed choices about financing their education.
Freight Bill Manager
Trendset
Greenville, SC
09.2009 - 05.2013
- Reviewed various billing system reports to identify billing discrepancies.
- Expedited payment processing for carriers by efficiently submitting approved invoices for clearance.
- Reduced billing errors by thoroughly reviewing documentation and ensuring correct rates were applied.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
DOMESTIC/INTERNATIONAL LOGISTICS COORDINATOR
General Electric Company
Greenville, SC
09.2006 - 07.2009
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensure company is in compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Optimize workflow efficiency by introducing automation tools into the QA process where appropriate.
- Achieve timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Document and report quality assurance outcomes, providing actionable insights for product development teams.
- Foster culture of continuous improvement, organizing training sessions on latest quality assurance best practices.
- Strengthen vendor relationships, conducting quality assessments of externally sourced components.
Education
Business Administration
Southern Wesleyan University
Greenville, SCSkills
- Problem-solving
- Critical thinking
- Interpersonal skills
- Communication skills
- Time management
- Organization
Timeline
SR QUALITY ASSURANCE COORDINATOR
GLOBAL LENDING SERVICES
10.2022 - Current
DEALER FUNDING SPECIALIST
GLOBAL LENDING SERVICES
09.2021 - 10.2022
LOAN ADMINISTRATOR II
GLOBAL LENDING SERVICES
06.2019 - 09.2021
CUSTOMER SERVICE COORDINATOR II
GLOBAL LENDING SERVICES
04.2019 - 06.2019
ENROLLMENT COACH
BLACKBOARD INC
06.2015 - 02.2019
Freight Bill Manager
Trendset
09.2009 - 05.2013
DOMESTIC/INTERNATIONAL LOGISTICS COORDINATOR
General Electric Company
09.2006 - 07.2009
Business Administration
Southern Wesleyan University