Richard Newell
Saint Petersburg,FL
Summary
Results-driven General Manager with a strong background in overseeing daily operations and maximizing efficiency. Expertise in streamlining processes and enhancing productivity through strategic leadership and effective team management. Proven track record of meeting deadlines while adapting to evolving requirements, complemented by strong problem-solving skills and meticulous attention to detail. Skilled in data analysis, process optimization, and regulatory compliance, consistently delivering high-quality results that drive operational excellence.
Overview
23
23
years of professional experience
Work History
Loan Processing Specialist (Remote Position)
MOHELA
Chesterfield, MO
01.2023 - Current
- Streamlined processing workflows to enhance efficiency and accuracy in loan management systems.
- Analyzed borrower data to ensure compliance with federal regulations and internal policies.
- Collaborated with cross-functional teams to develop solutions for customer inquiries and issues.
- Trained new team members on processing procedures and system navigation to ensure smooth onboarding.
- Implemented quality control measures, reducing errors in document processing by refining review processes.
- Developed training materials and conducted workshops to enhance team knowledge on industry best practices.
General Manager of Operations
City-Wide Self Storage and Commercial Services
Saint Petersburg, FL
07.2020 - 01.2023
- Process customer requests on a daily basis, whether self-storage or UHAUL rental services.
- Produce daily production quota for employees.
- Process and balance daily cash flow for self-storage, retail and UHAUL rental services.
- Produce weekly self-storage inventory information in Excel and send to appropriate recipients via Outlook.
- Enter the monthly retail report in Excel into combined monthly totals.
- Create bi-weekly employee work schedules.
- Streamlined operational workflows, enhancing efficiency across multiple service lines.
- Implemented staff training programs, improving employee performance and customer satisfaction.
- Oversaw facility maintenance schedules, ensuring optimal storage conditions for all units.
- Established safety protocols and training sessions, reducing workplace incidents significantly.
Private Student Loan Processor
Navient Solutions
Wilkes-Barre, PA
09.2015 - 07.2020
- Process private loans per procedures.
- Maintain Production and Quality scoring as per department goals.
- Adjust and/or reapply payment errors made by either customer or Navient daily.
- Excellent teamwork skills utilized to build a positive working relationship with my co-workers.
- Solid written and oral communication skills as well as problem resolution skills.
- Check Knowledge base for daily updates on procedures for enrollments.
Customer Service Representative
RCN Telecom Services
Wilkes-Barre, PA
04.2011 - 04.2015
- Received incoming calls from customers in an inbound call center.
- Trained in billing, technical support and Financial Support.
- Maintained a 93% average in quality monitoring each month.
- Corrected billing and rate issues with customers.
- Managed and maintained over 56 customer account per day.
- Attended department meetings when needed regarding system changes, shift changes and other department issues.
- Analyzed and made changes to accounts based on customer needs.
- Mentored new incoming CSR's each month as they entered the call center floor.
- Made outbound calls when needed to close open resolutions with customer accounts.
Retirement Plan Account Manager
NorthStar Consulting, Inc
Moosic, PA
01.2008 - 02.2009
- Provided consulting services for TIAA-Cref in Charlotte, N.C.
- Knowledge of SunGard's OmniPlan/Omni Plus recordkeeping systems with an emphasis on Conversions.
- Proficient with Recordkeeping Systems including Omni Plus (Mainframe), OmniPlan (Mainframe) along with extensive knowledge with Omni Objects such as addresses contributions, disbursements, scripting, etc.
- Processed Contributions and enrollments through Omni Plus (mainframe).
- Analyzed and reconciled contribution calculations.
- Managed and supported 230 plan administrators regarding their company accounts.
- Submitted fax information on Plan Administrators behalf when identified as a paper plan and process the contribution accordingly.
- Responsible for creation and maintenance of remittance certification bureau's procedures manual.
- Responsible for training several members of the remittance certification bureau team.
- Responsible as a Group Lead to maintain workflow throughout the Department.
- Traveled 100% for TIAA-Cref project.
Senior Retirement Plan Account Analyst
The Newport Group
Saint Petersburg, FL
04.2006 - 10.2007
- Senior Retirement Plan Account Analyst ensures that all incoming work from RPS Admin, direct mail/ emails is entered into RPS Mgr. accurately and timely.
- Deliver work to processors or account managers to be worked.
- Follow up on client, account manager rejections to avoid lost transactions.
- Achieved 99.8% processing accurately.
- Open to work required overtime to support high volume processing days.
- Prefer to work in a fast paced and deadline-oriented business environment as well as demonstrated a commitment as a dedicated team member.
- Excellent teamwork skills utilized to build a positive working relationship with my co-workers.
- Good time management skills with a high attention to detail.
- Understanding of defined contribution industry definition of 401(k) plans, roles and responsibilities.
- Strong aptitude in Microsoft Office applications general PC support systems RPS specific software.
Document Indexing Supervisor
Ceridian
Saint Petersburg, FL
04.2003 - 04.2006
- Responsible for indexing Healthcare/Flexible Spending Account Claim forms in a paperless environment via digital imaging and indexing.
- Pioneer selected to start the DICE Project (Document Imaging Center of Excellence) which also included being a member of the DICE Project Team with Six Sigma. Responsibilities included scanning HRO documents on the Bell & Howell Scanner, attend DICE Meetings, configure Indexing fields, and help solve system issues within the Kofax Indexing and imaging software.
- Maintained department quality standards of 100% overall.
- Indexed 160-200+ claims per hour on a daily basis.
- Assisted in training of the Indexing staff and serving as an Assistant Supervisor/ Team Lead for two and a half years to ensure quality and satisfaction of our customer.
- Assisted in documentation of procedures and reports for the Indexing Unit.
- Received Six Sigma white belt certification training in 2005.
- Served on the DICE Team for 1 ½ years for solving issues, helping in the further development and the implementation of the Kofax Software.
- Team Leader of HRO due to the extensive knowledge, experience Involved in Opex and FSA Card indexing teams to address issues and solve problems that arise with those batch classes.
- Member of Six Sigma DICE Team in 2005 for addressing major or minor issues that Claims Processing or the Indexing Unit encounter within the Acorde and Kofax systems.
Key and Data Entry
Ceridian
Saint Petersburg, FL
01.2003 - 04.2003
- Responsible for scanning Healthcare/Flexible Spending Account/ HRO claims in a paper environment.
- Successfully maintained department quality of 97-100% overall.
- Scanned and indexed an average of 130+ claims per hour using 10 key and Data Entry.
Education
High school diploma -
Tunkhannock Area High School
Tunkhannock, PASkills
- Proficient in Microsoft Windows, Microsoft Office Word,
- Organized/Detail oriented with superior problem-solving skills
- Loan servicing
- Team leadership
- Time management
- Decision-making
- Account Reconciliation
- Financial Report Writing
- Account Analysis
- Office Management
- Administrative experience
- Accounts receivable
- Technical support
- English
- Customer service
- Complex Problem-solving
- Staff training and development
- Microsoft Office
- Verbal and written communication
- Task delegation
- Documentation and reporting
- Operations management
Timeline
Loan Processing Specialist (Remote Position)
MOHELA
01.2023 - Current
General Manager of Operations
City-Wide Self Storage and Commercial Services
07.2020 - 01.2023
Private Student Loan Processor
Navient Solutions
09.2015 - 07.2020
Customer Service Representative
RCN Telecom Services
04.2011 - 04.2015
Retirement Plan Account Manager
NorthStar Consulting, Inc
01.2008 - 02.2009
Senior Retirement Plan Account Analyst
The Newport Group
04.2006 - 10.2007
Document Indexing Supervisor
Ceridian
04.2003 - 04.2006
Key and Data Entry
Ceridian
01.2003 - 04.2003
High school diploma -
Tunkhannock Area High School