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 a proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
20
20
years of professional experience
Work History
Sr Quality Assurance Coordinator
Global Lending Services LLC
10.2022 - Current
- Report quality assurance outcomes, delivering actionable insights to product development teams.
- Document and report quality assurance outcomes, providing actionable insights for product development teams.
- Optimize workflow efficiency by introducing automation tools into the QA process.
- Maintain compliance with industry regulations by monitoring relevant standards and implementing necessary changes.
- Update team leadership on quality metrics, highlighting consistency issues and production deficiencies.
- 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 LLC
09.2021 - 10.2022
- Verified client information during application process, ensuring data accuracy and compliance for loan approvals.
- Ensured accuracy of client information by verifying data collected during the application process and updating records.
- Verified and updated client information during the application process to ensure data accuracy and compliance.
- Developed and maintained relationships with dealerships and clients to establish smooth loan process.
- Developed and maintained relationships with dealerships and clients to establish a smooth loan process.
Sr Collections Coordinator
Global Lending Services LLC
06.2019 - 09.2021
- Managed delinquent account portfolios, prioritizing follow-up actions and payment resolution strategies.
- Coordinated collection calls, letters, and email outreach to effectively recover outstanding balances.
- Negotiated payment arrangements while maintaining compliance with credit and collections policies.
- Ensured compliance with all relevant regulations and industry standards pertaining to debt collection activities.
- Strengthened customer relationships through professional communication and negotiation, resolving disputes and ensuring timely payments.
- Enhanced customer relationships through professional communication and negotiation skills, resolving disputes and ensuring timely payments.
- Trained junior collections staff in industry best practices, promoting ongoing improvement within the department.
Customer Service Coordinator II
Global Lending Services LLC
04.2019 - 06.2019
- Handled escalated calls, achieving satisfactory resolutions that benefited both customers and the company.
- Maintained detailed records of customer interactions, enabling effective follow-up and timely resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, reinforcing customer trust in company's commitment to service excellence.
- Facilitated training sessions for new hires on company policies and procedures, enhancing onboarding experience and team integration.
Enrollment Coach
Blackboard Inc.
06.2015 - 02.2019
- Explained educational programs, admission process, expected graduate outcomes, student services, and financial considerations to prospective students and parents.
- Coordinated and led virtual information sessions for prospective students, resulting in improved clarity on educational opportunities.
- Coordinated and led virtual information sessions for prospective students, enhancing understanding of educational opportunities.
- Analyzed enrollment trends to inform and refine targeted outreach strategies, improving engagement with prospective students.
- Served as a liaison between students, academic advisors, and financial aid offices for seamless communication during the enrollment process.
- Developed and implemented targeted outreach campaigns, resulting in increased enrollment numbers.
- Led informative workshops, empowering potential applicants with knowledge to navigate the the enrollment process successfully.
- Guided students on federal, state, and institutional grant programs, fostering informed financial decisions about education.
Freight Bill Manager
Trendset
09.2009 - 05.2013
- Reviewed billing system reports to identify and resolve discrepancies, resulting in accurate invoicing.
- Analyzed various billing system reports to detect and correct billing discrepancies.
- Monitored daily activities and mentored team members, fostering team cohesion and performance.
- Cross-trained existing employees to maximize team agility and performance.
- Cultivated a company culture prioritizing employee engagement, collaboration, and continuous learning.
Logistics Coordinator
General Electric Company
09.2006 - 07.2009
- Informed team leadership on quality metrics, addressing consistency issues and production deficiencies to support operational decisions.
- Managed import and export compliance requirements, reducing delays across global freight movements.
- Optimized workflow efficiency by introducing automation tools into the QA process.
- Achieve timely resolution of non-conformance issues by implementing corrective action plans and working closely with relevant departments.
- Maintained compliance with industry regulations by monitoring relevant standards and implementing necessary changes.
- Optimize workflow efficiency by introducing automation tools into the QA process where appropriate.
- Enhanced vendor relationships through quality assessments of externally sourced components, contributing to improved supply chain reliability.
- Document and report quality assurance outcomes, providing actionable insights for product development teams.
- Organized training sessions on latest quality assurance best practices, promoting a culture of continuous improvement.
Education
Business Administration
Southern Wesleyan University
Greenville, SCSkills
- Audit compliance
- Collections processing
- Debt negotiation
- Account management
- Compliance awareness
- Problem-solving
- Quality assurance
- Organization
- Regulatory adherence
- Strong negotiation skills
- Debt recovery
- Billing procedures
Timeline
Sr Quality Assurance Coordinator
Global Lending Services LLC
10.2022 - Current
Dealer Funding Specialist
Global Lending Services LLC
09.2021 - 10.2022
Sr Collections Coordinator
Global Lending Services LLC
06.2019 - 09.2021
Customer Service Coordinator II
Global Lending Services LLC
04.2019 - 06.2019
Enrollment Coach
Blackboard Inc.
06.2015 - 02.2019
Freight Bill Manager
Trendset
09.2009 - 05.2013
Logistics Coordinator
General Electric Company
09.2006 - 07.2009
Business Administration
Southern Wesleyan University