Lola Freeman

Executed billing tasks and recorded information in company databases.

• Monitored outstanding invoices and performed collections duties.
• Verified vendor accounts by reconciling monthly statements and related transactions.
• Paid vendors by monitoring discount opportunities and paid employees by receiving and verifying expense reports.
• Generated accounts payable reports for management review to aid in financial and business decision making.
• Managed efficient and accurate processing of invoices and check requests for dozens of client locations.
• Reconciled past due accounts achieving 8% reduction in outstanding invoices.
• Used data entry skills to accurately document and input statements.
• Managed invoicing and payment processing operations.

• Conducted evaluations and observed employee performance to identify areas of needed improvement.
• Monitored employee progress and gave feedback to management and additional training requirements.
• Led cross-functional training for external and internal clients and created all training materials and exams.
• Held demonstrations and one-on-one coaching sessions.
• Collaborated with management to identify company training needs and scheduling.
• Prepared educational materials such as module summaries, videos and informational packets.
• Developed effective training manuals, modules and teaching aids.
• Created training programs and instructional materials to further educate new Account Locators or Loan Negotiators.

• Verified discrepancies and resolved clients' billing issues
• Processed incoming payments in accordance with established financial policies.
• Reconciled daily AR ledger and verified proper posting.
• Updated aging reports based on daily audits.
• Completed daily process adjustments to maintain accuracy.
• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Supervised 10 employees overseeing efficiency of sales and negotiations.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Worked directly with management directors, and accounting department to brainstorm, discuss strategy and mitigate file reconciliation issues.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Managed 10 team members, resulting in approximate 20% increase in annual revenue.

• Worked with underwriters to fix application problems and resolve issues.
• Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
• Implemented sales strategies that established relationships with realtors and CPAs.
• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Monitored pipelines to track and log status of loans.
• Explained very technical financial information to applicants in easy to understand language.
• Developed prospects for new loans by conducting 1000 cold calls weekly.
• Reviewed over 10 financial statements per day for eligibility and underwriting qualifications.
• Proactively identified solutions for customers experiencing credit issues.
• Explained different types of loans pertaining to client situations.

• Supported branch manager using Negotiation and Sales skills, resulting in 35% increase in new business.
• Supported end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
• Managed portfolio of 2000 high net worth (HNW) clients with $380 million in total assets.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Supported review and acceptance or denial of new or renewal business.
• Determined and documented loan conditions and communicated requirements and decisions.
• Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
• Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
• Identified portfolio risks resulting from client's underlying business practices, underwriting investigations or fraud exposure.
• Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.

• Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
• Prepared documents for underwriting by verifying client income, credit reports and other information.
• Processed loans within various departments to achieve timely, accurate and fair proceedings.
• Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
• Set up and completed loan submission packages.
• Collaborated with stakeholders to manage loan files and databases and prepare general correspondence.
• Collaborated with stakeholders about extension, guarantees and charges.

• Conducted evaluations and observed employee performance to identify areas of needed improvement.
• Monitored employee progress and gave feedback to management and additional training requirements.
• Led cross-functional training for external and internal clients and created all training materials and exams.
• Held demonstrations and one-on-one coaching sessions on customer service, sales and negotiations.
• Reviewed effectiveness of programs and proposed updates to maximize success.
• Selected curriculum and developed lesson plans to educate employees on specific rehash and negotiation topics.
• Developed and led 3 annual training sessions for credit underwriters and loan processors.

• Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
• Managed payroll data entry and processing for 500-1000 employees to comply with predetermined company guidelines.
• Uploaded time records into ADP and made adjustments to create accurate database for payroll processing functions.
• Monitored compliance with generally accepted accounting principles and company procedures.
• Reconciled all payroll liabilities to general ledger and prepared monthly payroll accrual entries.
• Calculated payroll deductions by accurately using ADP and processed payroll to meet preset requirements.

• Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
• Handled over 100 incoming telephone calls, emails and chat requests.
• Quoted prices, discussed benefits and redirected questions to overcome objections.
• Sold at least 33% of new credit products per week with 39%% conversion rate.
• Answered questions concerning prices and availability of banking products services and lines of credit.
• Operated with select dialer system to manage more than 100 calls per day.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Assessed credit risk and analyzed financial statements.
• Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
• Made decisions and recommendations about extending lines of credit.
• Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.

• 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.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
• Scored in top 5% of employees for successful customer resolution and satisfaction.

• Oversaw food preparation and monitored safety protocols.
• Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
• Purchased food and cultivated strong vendor relationships.
• Maintained effective supply levels by monitoring and reordering food stock and dry goods.
• Increased kitchen efficiency 80% by streamlining processes, reducing waste and mentoring team members on proper procedures.
• Conducted monthly inspections of facility grounds, external structure, systems, and equipment.
• Skillfully managed facility operations as functioning CEO for multi-million dollar healthcare company.
• Evaluated facility operations and personnel for safety and health regulations compliance.
• Streamlined ordering and food storage process, budgets, and procurement strategies, leading to 15% bottom-line improvement.
• Prepared monthly resort audits and assimilated to food safety and Restaurant management for review.