Sadie Dann
Herndon ,VA
Summary
Driven to exceed expectations, I leveraged data analytics and strategic business planning at The Tustin Group to enhance service quality and efficiency. Skilled in customer service and project planning, I spearheaded initiatives that significantly improved client satisfaction and operational performance, demonstrating a strong analytical ability and a commitment to excellence.
Overview
8
8
years of professional experience
Work History
Service Manager
The Tustin Group
10.2023 - Current
- Monitored service staff performance and provided feedback for improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed and initiated projects, managed costs, and monitored performance.
- Identified plans and resources required to meet project goals and objectives.
- Collected, compiled and analyzed data to prepare customer invoices per contractual requirements.
- Analyzed aging reports to identify trends and patterns causing missed collections.
Business Operations Manager
T. White Parker Associates
03.2022 - 10.2023
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Spearheaded projects
- Recruited, hired, mentored and trained staff on business procedures, policies, duties and customer care methods.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Used advanced software to prepare documents, reports, and presentations.
- Researched technical tax issues to define tax effect or impact of certain tax positions.
- Evaluated and improved financial records to make important business decisions.
Loan Partner
Prosperity Home Mortgage
01.2019 - 03.2022
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Checked loan documents for accuracy prior to closing.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Monitored portfolio performance and provided clients with periodic updates on loan progress.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Participated in industry events and conferences to build relationships and gain market intelligence.
Business Administrator
Springs Connect
04.2016 - 01.2019
- Translated business priorities into implementable actions.
- Drove specification, scheduling, status and review processes.
- Oversaw HR training, coaching, mentoring and staff retention.
- Developed monthly reports.
- Executed training programs.
- Increased accuracy through improved processes for fiscal monitoring, payroll, and operational expenses.
Education
Bachelors - Business
The Art Institute of Pittsburgh
Pittsburgh, PA05.2015
Highschool Diploma - General Studies
Big Spring High School
Newville, PA06.2011
Skills
- Strategic business planning
- Performance Evaluations
- Budget Control
- Customer Service
- Resource Allocation
- Project Planning
- Work Planning and Prioritization
- Staff Supervision
- New Employee Hiring
- Multiple Priorities Management
- Service Quality Management
- Financial Controls
- Trustworthy and Honest
- KPI Monitoring
- Risk Management
- Analytical Thinking
- Data Analytics
Timeline
Service Manager
The Tustin Group
10.2023 - Current
Business Operations Manager
T. White Parker Associates
03.2022 - 10.2023
Loan Partner
Prosperity Home Mortgage
01.2019 - 03.2022
Business Administrator
Springs Connect
04.2016 - 01.2019
Bachelors - Business
The Art Institute of Pittsburgh
Highschool Diploma - General Studies
Big Spring High School
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