Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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Paula Rainey

Land O' Lakes,FL

Summary

Fluently bilingual in English and Spanish, dedicated professional with experience in supervisory roles and in supporting higher-level management to ensure efficient operations while providing exceptional leadership and motivation. Known for my hardworking nature, organizational prowess, and energetic approach, a fast learner with strong multitasking skills and a compassionate demeanor. With a passion for helping people and a strong ability for problem-solving, I possess excellent organizational, technical, and communication skills, coupled with an exceptional work ethic. Dedicated to producing quality work and thriving in challenging environments where leveraging skills to drive success and foster positive team dynamics.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Mentor Program Specialist

SNOW Companies
12.2019 - 09.2023
  • Responsible for implementing all Mentor Program interactions including Mentor and program registrant relations.
  • Work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with many divisions of Snow including Analytics, Relationship Managers, and Coaching and Training Specialists.
  • Work closely with Account Team leads, Health Educators, and Mentors to address and meet the objectives of clients relating to Mentor Program management.
  • Serve as the direct point of contact for Mentors and oversees compliance adherence and Mentor communication skills training, coordinates schedules for Mentees/Mentors, completes post-call evaluations, maintains accurate reporting, and provides excellent customer service throughout the entire program process.
  • Excellent listening, communication, and organizational skills and develop personal relationships with Mentors that convey compassion while maintaining professional boundaries.
  • Responsible for timely and thorough documentation with regard to all Mentor communication and engagement
  • Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
  • Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
  • Maintained strict confidentiality in all situations in adherence to HIPPA regulations.
  • Aligned mentoring activities with organizational objectives to drive overall improvement and support the mission of the program.
  • Evaluated program success through regular assessments of participant satisfaction, engagement levels, and achievement rates.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Skilled at working independently and collaboratively in a team environment.

Art & Poetry Curator

Coffee Speaks N Tea Talks
10.2021 - 06.2023
  • Responsible for seeking out talent for monthly poetry show, (Poets Cafe) and outdoor jazz event, (Jazz Under the Stars) including poets, musical guests, and visual artists.
  • Responsible for creating flyers and promotional material for the events as well as marketing and managing of social media pages.
  • Host/Creator of Poets Cafe, a monthly poetry showcase event at Coffee Speaks N Tea Talks. Responsible for engaging the audience, providing entertainment, and maintaining an efficient flow during the event.
  • Responsible for seeking out visual artists, coordinating install and uninstall of art, executing contracts, and coordinating a reception for monthly art exhibition.
  • Responsible for creating bi-monthly newsletter for the coffee shop.
  • Responsible for setting up the event space and assisting teams to do so, managing, and greeting third parties hired for events.
  • Strong communication and organization skills with Marketing and Event knowledge
  • Self-motivated, with a strong sense of personal responsibility.
  • Work well in a team setting, providing support and guidance.
  • Managed the acquisition of new artwork, ensuring the collection stayed relevant and up to date.
  • Procured talented individuals, performing artists, and musicians to entertain guests during special events.
  • Networked at creative events to identify new talent and artistic works in local areas.
  • Collaborated with artists and other institutions for diverse and enriching exhibitions, attracting a wider audience.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.

Collection Supervisor

Aspen National Collections
05.2010 - 08.2019
  • Responsible for reporting to Collection Managers on the Supervising of a group of paraprofessional staff in a Multi-Location business.
  • Providing coaching and training for employees to increase workflow efficiency and model established core values.
  • Ensuring collectors follow protocols, laws, and regulations to collect payments efficiently through regular call monitoring and employee reviews.
  • Accountable for reducing delinquency on HAO maintenance fee and tax accounts while upholding FDCPA, Federal and State laws dealing with Fair Debt Collection practices.
  • Providing customer service on a supervisory level regarding collection issues, process and review account adjustments, resolve client discrepancies and short payments.
  • Responsible for maintaining assigned personal workload accounts.
  • Supervisor calls, account adjustments, small balance write off, customer reconciliations and processing credit memos.
  • Negotiating settlement offers on qualified accounts working closely with the customer and client to ensure proper closure on those accounts.
  • Enhanced collection efficiency by implementing strategic collection processes and procedures.
  • Contacted clients with past-due payments and actively monitored payments due from clients.
  • Conducted regular performance reviews for staff members, identifying areas for improvement and creating action plans to address them.
  • Conducted ongoing training sessions for collections staff, ensuring they remained up-to-date on industry best practices and relevant regulations.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.

Mortgage Loan Processor

Rainey Alexander INC
05.2005 - 02.2007
  • Process mortgage loans for 6 in house brokers.
  • Responsible for ordering insurance changes, Title and Appraisals.
  • Scheduled and organized closings with lenders, clients, and title lawyers.
  • Conducted pre-screening interviews with office employees.
  • Coordinated interviews and training classes for new hires.
  • Responsible for daily activities of office.
  • Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Member Service Representative/Loan Processor

MacDill Federal Credit Union
09.2002 - 05.2005
  • Process Automobile, Boat, Credit Card, Signature, and Share Secured Loans.
  • Analyze, prioritize, responded and resolve inquires, payments and adjustments on accounts.
  • Develop and instruct new hire trainees in loan processing and credit union procedures.
  • Handled weekly store inventory and product orders.
  • Created weekly schedules for member service representatives.
  • Notarize documents for members of the credit union.
  • Sell insurance products offered by the Credit Union, such as Credit Life and Disability, GAP, and MBP to qualified members.
  • Educated and engaged customers with new bank products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained and managed customer files and databases.
  • Verified customer identification and documentation for compliant transactions.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.

Customer Service/ Escalated Call Representative

Quest Diagnostics
09.2000 - 09.2002
  • Resolved supervisory-level escalated calls from patients with billing issues.
  • Coached individual representatives to maintain department standards through aiding on calls.
  • Assisted patients with resolving payment issues and billing disputes and filing insurance as well as making decisions that would balance business and patients' needs.
  • Maintained department standards, by conducting ongoing communication of business policies, procedures, and system issues in team meetings.
  • Conducted audits ot assure team members were completing and following up on patients' accounts.

Personal Assistant

Joyce & Reyes Law Firm
08.1998 - 09.2000
  • Assisted Attorney with all her duties in the office and at her house.
  • Created weekly advertisements for recruiting house hold employees.
  • Conducted daily interviews and hiring for the house staff.
  • Responsible for transporting children to and from school and for extracurricular activities.
  • Traveled to assist the Attorney when required.

Receptionist/Cashier

Hair Etc.
01.1996 - 08.1998
  • Scheduled appointments for six stylists.
  • Took payment from costumers.
  • Maintained and balanced the cash drawer.
  • All front desk duties.

Education

High School Diploma -

Leto Comprehensive Highschool
Tampa

Associate of Arts -

Hillsborough Community College
Tampa, FL

Bachelor of Science - Psychology

Kaplan University
Davenport, IA

Skills

  • Business Operations
  • Active Listening
  • Professional Relationships
  • Social Media Advertising
  • Personable Demeanor
  • Manage Budgets
  • Stage Shows
  • Team Communication
  • Marketing Materials
  • Staff Management
  • Interview Skills Instruction
  • Adobe Photoshop

Certification

  • Reiki Master, Usui Shiki Ryoho System of Reiki Healing - August 1, 2021

Languages

Spanish
Full Professional

Timeline

Art & Poetry Curator

Coffee Speaks N Tea Talks
10.2021 - 06.2023

Mentor Program Specialist

SNOW Companies
12.2019 - 09.2023

Collection Supervisor

Aspen National Collections
05.2010 - 08.2019

Mortgage Loan Processor

Rainey Alexander INC
05.2005 - 02.2007

Member Service Representative/Loan Processor

MacDill Federal Credit Union
09.2002 - 05.2005

Customer Service/ Escalated Call Representative

Quest Diagnostics
09.2000 - 09.2002

Personal Assistant

Joyce & Reyes Law Firm
08.1998 - 09.2000

Receptionist/Cashier

Hair Etc.
01.1996 - 08.1998

High School Diploma -

Leto Comprehensive Highschool

Associate of Arts -

Hillsborough Community College

Bachelor of Science - Psychology

Kaplan University

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Paula Rainey