Kerry-Ann Gordon
Winter Garden,FL
Summary
Self-motivated Banking Specialist with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background delivering exceptional customer and consultative services to customers.
Overview
12
12
years of professional experience
Work History
Consumer Lending Acquisition & Servicing
USAA Federal Savings Bank
Tampa, FL
05.2025 - Current
- Coordinate communication between borrowers, underwriters, and lenders to facilitate timely approvals.
- Resolve borrower inquiries regarding application statuses and required documentation promptly.
- Achieved a high level of customer satisfaction with prompt communication regarding loan status updates or additional required documentation.
- Provided exceptional customer service, resolving inquiries and addressing concerns promptly and professionally.
- Played an active role in continuous improvement initiatives by providing constructive feedback on processes, systems, and tools related to consumer lending processing tasks.
- Proficiently managed a high-volume workload, ensuring that all applications were processed accurately within established timeframes.
MSR - Credit Card Acquisition and Servicing
USAA
Tampa, FL
09.2023 - 05.2025
- Conducted thorough investigations of suspicious transactions, minimizing financial losses for the company.
- Utilized advanced analytical tools to detect any unusual account activity or patterns indicative of potential fraud attempts.
- Proficient in processing Enterprise Crime Referral forms and submitting them for red flag reviews.
- Played an instrumental role in driving customer satisfaction scores upward by effectively addressing inquiries and complaints related to credit card accounts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Assurance Analyst
Horne LLP
Remote
09.2021 - 07.2023
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
- Manage intake of funding requests and perform a timely review of supporting documentation related to Emergency Rental Relief claims.
- Conducted trend analysis on fraudulent activities for program eligibility and identified compliance issues and corrective actions to analysts and leadership.
- Analyze large amounts of data to identify patterns of fraud and anomalies and maintain fraud analysis models to improve efficiency and effectiveness of company systems.
- Audited over 2,000 cases of fraud and irregularities for the Texas Rent Relief program and provided reports to the State development housing authority while saving over $2 million of government funding.
Eligibility Specialist
Horne LLP
Remote
03.2021 - 09.2021
- Resolved discrepancies with client applications to verify eligibility.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Interviewed applicants and explained scope of different available benefits.
- Established databases to track, analyze and automate eligibility application processes.
- Devised and implemented strategies to streamline eligibility verification processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Senior Medical Assistant
Nemours Children's Hospital
Orlando, FL
02.2014 - 03.2021
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physicians.
- Coordinated referrals to specialists when needed; Liaised with external healthcare providers, ensuring seamless continuity of care for patients.
- Increased clinic productivity by training new medical assistants in proper techniques and best practices.
- Enhanced patient care by efficiently managing medical records and maintaining strict confidentiality.
- Facilitated seamless communication between patients, healthcare providers, and insurance companies to ensure accurate billing and reimbursement.
Education
Certificate - Business Analytics
University of Phoenix
Tempe, AZ07.2020
MBA - Business Administration And Management
University of Phoenix
Tempe, AZ05.2018
Skills
- Process Implementation
- Quality Assurance
- Investigation of Claims
- Corrective Actions
- Information Assurance
- Atlassian JIRA
Timeline
Consumer Lending Acquisition & Servicing
USAA Federal Savings Bank
05.2025 - Current
MSR - Credit Card Acquisition and Servicing
USAA
09.2023 - 05.2025
Quality Assurance Analyst
Horne LLP
09.2021 - 07.2023
Eligibility Specialist
Horne LLP
03.2021 - 09.2021
Senior Medical Assistant
Nemours Children's Hospital
02.2014 - 03.2021
Certificate - Business Analytics
University of Phoenix
MBA - Business Administration And Management
University of Phoenix