Sarah Lacy
Chesapeake,VA
Summary
Operations Manager
Overview
19
19
years of professional experience
Work History
Operations Manager
Portfolio Recovery, LLC
Norfolk, VA
05.2020 - Current
- Evaluated operational costs and identified areas of improvement
- Evaluated existing systems and technologies regularly to make sure they are up-to-date with current best practices
- Analyzed data from financial reports to identify areas of improvement in business operations
- Developed strategies for mitigating risks associated with noncompliance
- Served as confidential point of contact for employees to communicate with management, seek clarification on issues and dilemmas and report irregularities
- Provided employee training on compliance related topics, policies, and procedures
- Reviewed or modified policies or operating guidelines to comply with changes to environmental standards or regulations
- Monitored changes in applicable laws, regulations, and industry standards
- Organized periodic audits to assess the effectiveness of existing processes and procedures
- Designed or implemented improvements in communication, monitoring, or enforcement of compliance standards.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Promoted continuous learning within the QA department through regular workshops and trainings focused on evolving industry best practices.
Customer Relations Manager
Crescent Bank & Trust
Chesapeake, VA
01.2010 - 03.2020
- Minimized loss by negotiating payment terms directly with clients, consistently achieving recovery rate
- Review employee time cards for accuracy for approval
- Oversaw disputes resolution and reconciliation for early and late stage delinquency
- Analyzed loss reports and reviewed with senior management to measure overall portfolio performance
- Write annual appraising performance, rewarding and disciplining employee
- Resolve customer complaints in a tactful, effective manner
- Analyze performance and operational data to identify trends in utilization and conversation rates
- Review accounts received from collection staff for repossession, seizures, replevin, impounds etc.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Defined clear targets and objectives and communicated to other team members.
- Led a dedicated team of customer relations specialists, fostering a positive work environment that encouraged professional growth and development.
Credit And Collections Manager
SSSJG Associates
03.2005 - 01.2010
- Identify problem areas and coach staff in addressing these issues
- Interview, hire train front end collectors and customer service agents
- Gather daily and weekly productivity data for management reporting' s shared with senior management
- Process loan modifications
- Ensure staff is meeting the goals assigned and Key Performance Indicators (KPI) in all stages of delinquency
- Directly supervise 20 employees and carry out supervisory responsibilities in accordance with the organizations policies and applicable laws.
Education
No Degree - Greenbelt Certification LEAN SIX SIGMA TRAINING
LTD, Allentown, PA
04.2021
M.D. - Civil Law
Canterbury University
01.2008
Bachelor Of Science In Banking and Finance -
South Eastern University
01.2001
Skills
- Update logs and reports Training and development
- Microsoft Word and Excel
- SEC and call reporting
- Excellent managerial techniques Monitoring processes
- Strong communication skills Editing and proofreading
- Report writing and development Cost control and budgeting
- Accounts payable and receivable
- Goal Setting
- Continuous improvements
Timeline
Operations Manager
Portfolio Recovery, LLC
05.2020 - Current
Customer Relations Manager
Crescent Bank & Trust
01.2010 - 03.2020
Credit And Collections Manager
SSSJG Associates
03.2005 - 01.2010
No Degree - Greenbelt Certification LEAN SIX SIGMA TRAINING
LTD, Allentown, PA
M.D. - Civil Law
Canterbury University
Bachelor Of Science In Banking and Finance -
South Eastern University