Paulette Carter
Jacksonville
Summary
Results-driven language professional prepared to elevate written content quality. Adept at identifying and correcting grammatical errors, enhancing coherence, and ensuring consistency in tone and style. Known for collaborative spirit, reliability, and ability to adapt to shifting project demands, while showcasing keen attention to detail and strong organizational skills.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Bankruptcy Specialist
TD Bank
Jacksonville, FL
10.2023 - Current
- Analyzed bankruptcy filings to identify discrepancies and ensure compliance with federal regulations.
- Developed and implemented streamlined processes for processing bankruptcy petitions, enhancing operational efficiency.
- Coordinated communication between clients, attorneys, and court officials to facilitate timely resolutions of cases.
- Mentored junior staff on best practices in bankruptcy law and case management procedures.
- Conducted regular training sessions for team members on updates in bankruptcy legislation and policies.
- Collaborated with cross-functional teams to develop strategies for minimizing financial risk related to bankruptcies.
- Facilitated successful debt discharges by proactively addressing potential challenges and roadblocks within the legal process.
- Provided ongoing support to clients post-bankruptcy filing, offering guidance on rebuilding credit scores and maintaining healthy financial habits.
- Answered telephone calls and email messages within 8-hour period.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Collaborated with attorneys and other legal personnel on bankruptcy documentation reviews, making necessary corrections.
- Conducted detailed financial analyses to assess clients'' eligibility for various debt relief options such as Chapter 7 or Chapter 13 bankruptcies.
- Maintained strict adherence to regulatory guidelines, ensuring full compliance with federal and state bankruptcy laws.
- Spearheaded training initiatives for new team members, sharing industry insights and best practices to enhance productivity levels.
- Negotiated favorable settlement terms, advocating for clients'' best interests throughout the debt restructuring process.
- Developed professional relationships with bankruptcy attorneys, trustees, other legal counsel and bankruptcy court personnel.
- Appropriately followed up with attorneys and bankruptcy trustees to avoid bankruptcy delinquencies.
- Increased case resolution efficiency by streamlining bankruptcy review processes and documentation management.
- Enhanced client satisfaction with timely and accurate processing of bankruptcy cases.
- Collaborated with attorneys to ensure proper representation of clients during bankruptcy hearings and negotiations.
- Managed complex case files using specialized bankruptcy management software to track progress and deadlines.
Proofreader
Proofro
Jacksonville, FL
11.2021 - 02.2026
- Reviewed and corrected grammatical, typographical, and formatting errors in diverse documents.
- Collaborated with writers to enhance clarity and coherence of content.
- Ensured adherence to style guides and company standards for all written materials.
- Provided constructive feedback to authors on improving overall document quality.
- Mentored junior proofreaders in best practices for efficient editing processes.
- Streamlined proofreading workflows to increase turnaround speed without sacrificing quality.
- Implemented new proofreading tools to enhance accuracy and efficiency in editing tasks.
- Improved document accuracy by meticulously proofreading and editing various types of content.
- Checked and corrected grammatical and spelling errors in diverse documents.
- Facilitated timely project completion with efficient task prioritization and time management skills.
- Used style guidelines to make accurate changes and comply with ideal structure.
- Performed administrative tasks such as copying, faxing, and reception work with accuracy and efficiency.
Ops Associate VI
TD Bank
Jacksonville, FL
04.2020 - 10.2023
- Ability to review contracts across all 50 states.
- Knowledgeable with all 50 states policies, procedures, requirements, compliance, and state guidelines.
- Ability to multitask with inbound calls/place outbound calls/document on deals accordingly.
- Assisting dealer relationship managers with requests (ex. Faxing documents, emailing needed documents, and assisting with contract information requests).
- Accountable for rejecting contracts, that need dealer corrections, to fund the contract, for all 50 states.
- Demonstrated ability to work emails in outlook, that services dealers and DRM's (Dealer Relationship Managers).
- Continuously enhances knowledge of auditing department and employee processes, policies, procedures, tasks, and actions.
- Expert in working in CVM system.
- Experience working closely with the retail credit dept (under dealer operations)
- Worked closely with the dealer services, about account accesses on the TDAF dealer portal.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Ops Associate III
TD Bank
Jacksonville, FL
05.2019 - 04.2020
- Experienced at reviewing retail contract packages in detail.
- Advanced Knowledge with all 50 states policies, procedures, requirements, compliance, and state guidelines.
- Required experience receiving inbound calls and placing outbound calls.
- Ensure adherence as a department SME in the field of FCS (Field Contract Support), which helps dealers get the documents needed on the account for funding the loan.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Self-motivated, with a strong sense of personal responsibility.
- Supports Field agents with dealer concerns and needs.
- Supports in auditing department processes and procedures.
- Experience in working in CVM system.
- Experience working closely with the retail credit dept (under dealer operations)
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Rep
TD Bank
Jacksonville, FL
05.2018 - 05.2019
- Provided exceptional customer support, resolving inquiries and complaints efficiently.
- Educated customers on banking products and services to enhance satisfaction and loyalty.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Collection Counselor II
TD Bank
Jacksonville, FL
09.2017 - 05.2018
- Advanced knowledge in mitigating loss.
- Resolve delinquency for accounts 60-90 past due.
- Attend to accounts with active repossessions applied.
- Advise customers of next steps once the unit is out for risk.
- Aid customers in helping resolve delinquency.
- Established metrics for evaluating counseling effectiveness, ensuring alignment with organizational goals and objectives.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Maintained detailed client records to track progress and adjust treatment plans as necessary.
- Listened to clients' concerns and provided encouragement and support.
Collection Counselor I
TD Bank
Jacksonville, FL
07.2017 - 09.2017
- Advanced knowledge on mitigating loss.
- Advanced analytical problem-solving delinquency for accounts 0-60 days past due.
- Exercises documenting on accounts accordingly.
- Ongoing alignment to ensure accuracy with payment plans for customer (s), if needed.
- Coordinate with customers to develop payment plans to get the account current.
- Developed and implemented tailored financial plans, enhancing client satisfaction and engagement.
- Provided personalized financial counseling to clients, addressing specific needs and goals.
- Analyzed client feedback to identify areas for improvement in counseling practices and service offerings.
- Listened to clients' concerns and provided encouragement and support.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
Office Assistant
Wilson Intermodal Logistics
Jacksonville, FL
09.2012 - 01.2017
- Responsible for typing and filing of paperwork for a freight brokerage firm.
- Quoting invoices for various customers for services rendered.
- Accountable for minor bookkeeping.
- Accountable for maintaining cleanliness in the office space.
- Aiding employees with travel destinations.
- Assisted in maintaining inventory records, supporting logistics operations and supply chain accuracy.
- Streamlined document management processes, improving retrieval times and organizational efficiency.
- Helping employees with basic questions about pay, tax forms, and human resources.
- Managed scheduling for meetings, optimizing use of resources and time efficiency.
- Trained new staff on office procedures, fostering a collaborative and knowledgeable work environment.
- Developed standard operating procedures for administrative tasks, driving consistency across operations.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
- Strengthened office organization by implementing new filing systems and digital record-keeping practices.
- Supported executive staff with well-prepared reports, presentations, and meeting materials.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
- Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
Education
High School Diploma -
Andrew Jackson High
Jacksonville, FL06-2012
Associate of Science - Creative Writing
Full Sail University
Winter Park, FL02-2022
Bachelor of Arts - Creative Writing
Full Sail University
Winter Park, FL06-2023
Skills
- Strong verbal communication skills
- Case law investigation
- Data entry
- Document preparation
- Documentation processing
- Written and verbal communication
- Legal research
- Legal writing
- Telephone etiquette
- Debt restructuring
- Bankruptcy law expertise
- Letters and documentation
- Bankrupt accounts monitoring
- Bankruptcy code knowledge
- Regulatory assurance
- Attorney interactions
- Bankruptcy filing procedures
- Bankruptcy software proficiency
- Bankrupt accounts assessments
- Monitoring plans
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Attention to detail
- Time management
- Third-party collaboration
- Debt solution management
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Decision-making
- Proofreading experience
- Strong grammar skills
- Interpersonal and written communication
- Consistency checking
- Documentation skills
- Reading comprehension
- Writing improvement suggestions
- Clear communication
- Formatting expertise
- Data entry skills
- Excellent spelling
- Project Support
- File coordination
- Research
- Microsoft Word proficiency
- Editing and annotating
- Proofreading
- Multi-tasking and prioritization
- Error correction
- Content writing
- Quality assurance
- Document management
- Creative problem solving
- Effective communication
- Adaptability and flexibility
- Relationship building
- Team building
- Deadline oriented
- Task prioritization
- Self motivation
- Grammar and punctuation
- Research skills
- Friendly, positive attitude
- Dependable and responsible
- Flexible and adaptable
- Critical thinking
- Computer skills
- Calm under pressure
- Call center experience
- Prioritization
- Microsoft PowerPoint
- Documentation
Accomplishments
- A Quartey WOW winner received award for "Thinking like an Owner" and demonstrating above and beyond customer service skills.
- Self-published author
- Presented presentations for TD Auto Finance (Field Contract Support Team), Full Sail University, The City Church at Highlands, and Florida State College at Jacksonville.
Timeline
Bankruptcy Specialist
TD Bank
10.2023 - Current
Proofreader
Proofro
11.2021 - 02.2026
Ops Associate VI
TD Bank
04.2020 - 10.2023
Ops Associate III
TD Bank
05.2019 - 04.2020
Customer Service Rep
TD Bank
05.2018 - 05.2019
Collection Counselor II
TD Bank
09.2017 - 05.2018
Collection Counselor I
TD Bank
07.2017 - 09.2017
Office Assistant
Wilson Intermodal Logistics
09.2012 - 01.2017
High School Diploma -
Andrew Jackson High
Associate of Science - Creative Writing
Full Sail University
Bachelor of Arts - Creative Writing
Full Sail University
WOW! award
Received WOW award while working at TD Bank for being an exceptional employee and going above and beyond the call of duty.