Pascha Allman
Charlotte,NC
Summary
Productive Senior Operations Specialist with a 30-year track record of building internal processes to meet client objectives. Skilled in planning and coordinating logistics, creating detailed reports and handling and resolving escalated issues. Detail-oriented, analytical and versed in quickly solving complex problems.
Overview
30
30
years of professional experience
Work History
Senior Operations Specialist / Finance Technology
CIT Commercial Services
Charlotte, NC
02.2013 - 06.2022
- Sole lead for all electronic payment setup processes for Commercial Services division
- Well versed in bank compliance issues
- Provided time sensitive solutions needed to release payment holds and advisement on how to avoid future compliance issues
- Knowledgeable in NACHA, Fedwire and SWIFT Network operating rules
- Successful management of multiple high traffic email accounts required for client and customer service requests
- Special focus on rapid response to clients, customers and internal partners, while adhering to strict compliance regulations and KYC rules
- Help with transition challenges with large chain stores when attempting to move large groups of CIT clients from check payments to electronic payments
- Continued collaboration with Cash Application teams on solutions to help those teams manage issues with receipt of supporting documentation that is required to identify and apply electronic payments being made to CIT
- Assist in testing of proprietary SaaS application enhancements and bug fixes
- Solve client technical issues with SaaS applications via email, telephone and remote assistance programs
- Provide operational support for ACH, wire and lockbox transactions within Commercial Services division, to include but not limited to, bank account setups for clients and customers
- Work with various third-party payment providers such as Ariba, Bill.com, Meilo and Paymode X on implementation of CIT customer’s electronic payment initiatives
- Provides trading partner support for implementation and receipt of EDI820
- Provide analytics on E-Commerce practices in order to make recommendations for improvements
- Identified workflow improvements and worked with operations team to establish new procedures
- Managed internal operational standards and productivity targets
- Collected customer feedback and made business adjustments to improve retention and satisfaction
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships
- Developed and deepened relationships with customers, vendors and internal stakeholders
- Conducted root cause analysis in deficient areas to identify and resolve issues
Client Technical Support Analyst
CIT Commercial Services
Charlotte, NC
11.1999 - 02.2013
- Application owner and administrator of web-based reporting application
- Responsible for implementation of new reporting tool and moving all company clients to paperless process
- Implementation of web based reports ceased mailing of all paper reports to external parties, which, resulted in significant savings for business unit
- Responsibilities included but not limited to upgrading app server, troubleshooting publishing errors, database issues, creating all models for available reports, providing technical support for internal and external end users
- Liaison between business unit and vendor product development
- Worked closely with vendor on software fixes and enhancements required to meet business unit’s needs
- Create/Manage Active Directory accounts, groups & permissions
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Documented support interactions for future reference
- Managed high levels of call flow and responded to client technical support needs
Loan Specialist
CIT Small Business Lending
Charlotte, NC
01.1996 - 11.1999
- Managed portfolio of 20 or more small business loans, ranging from 1M up to 15M
- Perform and monitor a variety of loan/asset servicing function including but not limited to collections, A/R and inventory
- Reconciled client bank accounts, A/R aging and inventory on daily and monthly basis
- Researched and solved general ledger outages
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Maintained strict confidentiality of bank records and client information
Executive Receptionist
CIT Group Inc
Charlotte, NC
01.1994 - 01.1996
- Greeted, assisted and announced all visitors
- Served as first point of contact for incoming calls; provide general information to callers, take messages, and/or transfer calls to appropriate individual
- Performed operational duties such as tech support and billing for client system usage
- Coordinated team events and community service programs
- Provided backup support to executive secretaries
- Handled complaints and questions, and re-directed calls to other team members
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs
- Routed business correspondence, documents and messages to correct departments and staff members
- Screened visitors and issued badges to maintain safety and security
Credit Department Assistant
CIT Group Inc
Charlotte, NC
06.1992 - 01.1994
- Responsible for providing various reports such as Dun & Bradstreet
- Confirmed credit reference information
- Provided credit reference information to other factors and suppliers
- Maintained extensive credit files
- Input all client orders and provided approval status to credit analysts
- Answered incoming calls to credit department
- Developed and maintained courteous and effective working relationships
- Conducted research, gathered information from multiple sources and presented results
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used Microsoft Word and other software tools to create documents and other communications
- Offered friendly and efficient service to customers, handled challenging situations with ease
Education
Data Analytics For Tableau Certification
NYU Tandon School of Engineering
Brooklyn, NY03.2023
Salesforce Administrator Certification
NYU Tandon School of Engineering
Brooklyn, NY03.2023
Business Administration
Montreat College
2000
Bachelor of Arts - Business Administration
Belmont Abbey College
1999
Skills
- Cultivating Productive Relationships
- Key Performance Indicators (KPIs)
- Process Improvement Initiatives
- Process Improvement Strategies
- Developing Metrics
- User Support and Troubleshooting
- Issue and Resolution Tracking
- Technical Troubleshooting
- Resolving Problems and Incidents
- Technical Support and Assistance
- Loan File Maintenance
- Credit and Risk Analysis Software
Timeline
Senior Operations Specialist / Finance Technology
CIT Commercial Services
02.2013 - 06.2022
Client Technical Support Analyst
CIT Commercial Services
11.1999 - 02.2013
Loan Specialist
CIT Small Business Lending
01.1996 - 11.1999
Executive Receptionist
CIT Group Inc
01.1994 - 01.1996
Credit Department Assistant
CIT Group Inc
06.1992 - 01.1994
Data Analytics For Tableau Certification
NYU Tandon School of Engineering
Salesforce Administrator Certification
NYU Tandon School of Engineering
Business Administration
Montreat College
Bachelor of Arts - Business Administration
Belmont Abbey College
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