Nadralee Rattray-Wilson
Coral Springs,USA
Summary
Highly diligent and results-oriented professional, with a progressive career in risk management, customer service, HR and sales. A passionate leader, highly regarded for ability to drive cross-functional process improvements and increased customer satisfaction in dynamic environments. Ready to combine broad-based technical skill set with exceptional relationship management and follow-through, to deliver an immediate profitability boost.
Overview
29
29
years of professional experience
Work History
Senior Admissions Counselor
2U, Inc
06.2017 - 12.2024
- Strengthened competencies and maximized individual contributors' strengths through coaching, enhancing meaningful development across various tenure levels.
- Utilized Salesforce dashboards and reports to track performance and identify areas of opportunity, while leveraging Tableau dashboards to drive metrics and performance. Achieved remarkable KPI growth of 30%+ in seven key areas, resulting in top-performing metrics across 20+ degree programs.
- Streamlined and consolidated essential information for internal teams and external program partners, driving new initiatives and delivering precise reports and metrics. These efforts directly contributed to a $60K+ increase in marketing spend within a one-month period.
- Contributed to planning and implementation of new training visuals and tools, streamlining the onboarding process for new hires. Reduce onboarding time from nearly six months to just two weeks, aligning with standardization of student engagement competencies and new hire onboarding.
- Designed and deployed email templates for the team, facilitating effective communication of upcoming event webinars and deadlines to prospective students, ultimately boosting engagement and yield while harnessing the power of brand and marketing communication.
- Lead in-depth organic and paid marketing analysis, resulting in informed decisions and budget planning for 2023-2025. Spearheading recruiting efforts, producing $2M+ in annual revenue for university partners and the company, showcasing significant impact and value.
SENIOR CREDIT RISK ANALYST
AMERICAN EXPRESS
01.2014 - 04.2017
- Assisted in analysis of the company’s credit risk and implemented successful operational strategies
- Utilized a variety of tools and strategies to skillfully reduce credit losses and enable spend
- Diligently worked with key stakeholders and clients, including high balance and Centurion card members
DIGITAL SERVICING ANALYST
AMERICAN EXPRESS
01.2012 - 12.2014
- Provided thought leadership which advanced collections effectiveness and fraud prevention
- Handled incoming Card Member inquiries using the Click-to-Chat tool
- Quickly built rapport with Card Members and de-escalated calls effectively
- Implemented payment arrangements and plans based on company policies, while considering Card Members ability to meet such commitments
- Addressed multiple chat conversations simultaneously and toggled between screens/tools
CUSTOMER CARE PROFESSIONAL HIGH BALANCE SPECIALIST
AMERICAN EXPRESS
01.2009 - 12.2012
- Fostered client/company trust and solved complex customer problems through strategic thinking and effective use of de-escalation techniques
- Contacted past due customers to resolve credit concerns and delinquent accounts
- Prevented impending loss and increased profitability through negotiation and enforcement of re-payments on past due accounts
- Trusted with resolving highly escalated calls in collaboration with upper management
TEAM MANAGER
COUNTRYWIDE HOME LOANS, INC
01.2006 - 12.2008
- Supervised a team of 10 employees
- Processed loans transferred from Production and Telemarketing offices
- Set priorities and managed daily workflow by ensuring timely pipeline processing
- Assisted in underwriting complex loans in addition to training, coaching and motivating staff
- Understanding of credit and collections federal regulations, policies, procedures and operational strategies
LOAN SPECIALIST II
COUNTRYWIDE HOME LOANS, INC
01.2004 - 12.2006
- Performed underwriting functions and loan processing
- Examined overall loan documentation of CLUES-approved/e-Approved loans to ensure accuracy and completeness
- Reviewed loan-to-value ratio, credit reports and applications to ensure CHL guidelines and underwriting policies were met
- Performed military search, death certificates, document retrieved, Heir and Probate searches
HUMAN RESOURCES SPECIALIST
CHASE MANHATTAN MORTGAGE CORP.
01.2002 - 12.2004
- Maintained personnel files in compliance with applicable legal requirements
- Kept employee records up-to-date by processing employee status changes in timely fashion
- Assisted in hiring process by coordinating job posting on the website, reviewing resumes, and performing telephone interviews and reference checks
- Performed analytical, critical thinking, problem-solving and negotiating skills with the understanding of HR issues and resolve in a timely fashion
HR COORDINATING ANALYST
RHO CAPITAL PARTNERS, INC.
01.2000 - 12.2001
- Scheduled and monitored appointments; coordinated and booked travel arrangements
- Recruited staff; pre-screened resumes, conducted phone screens, greeted applicants and sent “no thank you” letters
- Prepared expense reports, maintaining detailed accounts to monitor and facilitate timely and accurate payments
SALES ASSISTANT
PRUDENTIAL SECURITIES, INC.
01.1996 - 12.1999
- Assisted brokers with the execution of trades and related back office functions
- Cold called prospective clients
- Fielded incoming calls, and provided stock quotes and researched information
- Tracked daily trade activities and updated client history
- Prepared and generated monthly and quarterly reports
Education
Bachelor of Science Degree - Marketing
York College (CUNY)
Jamaica, NYSkills
- Salesforce CRM
- New Business Development
- Project Management
- Human Resources
- Tableau
- Sales & Marketing
- Customer Satisfaction
- Process Improvement
- Negotiation
- Problem Solving
- Team Leadership
- Relationship Building
- Fraud Prevention
- Microsoft Office Suite (PowerPoint, Excel)
- Slack, Zoom
- Sabre System
- Microsoft Office
- PowerPoint
- Excel
- Sabre System
Timeline
Senior Admissions Counselor
2U, Inc
06.2017 - 12.2024
SENIOR CREDIT RISK ANALYST
AMERICAN EXPRESS
01.2014 - 04.2017
DIGITAL SERVICING ANALYST
AMERICAN EXPRESS
01.2012 - 12.2014
CUSTOMER CARE PROFESSIONAL HIGH BALANCE SPECIALIST
AMERICAN EXPRESS
01.2009 - 12.2012
TEAM MANAGER
COUNTRYWIDE HOME LOANS, INC
01.2006 - 12.2008
LOAN SPECIALIST II
COUNTRYWIDE HOME LOANS, INC
01.2004 - 12.2006
HUMAN RESOURCES SPECIALIST
CHASE MANHATTAN MORTGAGE CORP.
01.2002 - 12.2004
HR COORDINATING ANALYST
RHO CAPITAL PARTNERS, INC.
01.2000 - 12.2001
SALES ASSISTANT
PRUDENTIAL SECURITIES, INC.
01.1996 - 12.1999
Bachelor of Science Degree - Marketing
York College (CUNY)
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