Summary
Overview
Work History
Education
Skills
Additional Skills
Timeline
Generic

Shatona S. Johnson

Crowley,TX

Summary

Dynamic Compliance Call Monitoring Manager, skilled in policy writing and performance analysis. Proven track record in enhancing compliance through effective auditing and team development. Recognized for implementing process improvements that significantly reduced non-compliance issues while fostering a culture of excellence and accountability within the team.

Overview

23
23
years of professional experience

Work History

Compliance Call Monitoring Manager (Supervisor)

GM Financial
Arlington, TX
02.2013 - 04.2020
  • Conducted audits of call monitoring by direct reports, ensuring timely logging of consumer complaints.
  • Supervised daily operations for 7-10 Call Monitoring Compliance Analysts to maximize performance.
  • Collaborated with Analysts to strategize effective execution and coverage of monitoring portfolio.
  • Performed secondary reviews of calls to confirm accuracy of initial findings.
  • Monitored and addressed unlogged consumer complaints from inbound and outbound calls.
  • Reviewed management action plans to ensure comprehensive follow-up on non-compliance issues.
  • Assessed new and revised policies for monitorability, identifying documentation gaps affecting reviews.
  • Established quarterly incentive programs to recognize outstanding performance among Analysts.

Compliance Manager (Supervisor)/Sr. Analyst (Supervisor)

GM Financial
Arlington, TX
07.2007 - 02.2013
  • Reviewed accounts, validated accuracy of work and distributed monthly reporting to relevant business segments and company Executives, month-over-month.
  • Supervised daily operations in a monitoring environment of 6-8 Compliance Analysts.
  • Performed a weekly/monthly review of accounts on 7-10 business reports for adherence to state/federal regulations and Sarbanes-Oxley (SOX) financial reporting.
  • Validated SharePoint reporting for direct reports to confirm accuracy of information.
  • Validated and edited monthly summary of compliance reporting results for inclusion in the Executive package.
  • Created and distributed monthly reporting package for business unit and Executive review.
  • Reviewed and maintained management action plans (MAPs) for explanation from various business segments on their process for follow-up and reconciliation in areas of non-compliance.

Policies and Procedures Specialist/QA Analyst

GM Financial
Arlington, TX
02.2000 - 07.2007
  • Created new policies, modified existing policies and monitored adherence to policy and procedures per company discretion and state/federal regulations. Emphasis placed on reviewing for Sarbanes-Oxley (SOX) 404/302 controls.
  • Coordinated with subject matter experts to gain understanding of applicable business processes.
  • Designed flow charts for various processes within the company.
  • Created policies to support the execution of various processes across the company.
  • Reviewed policies for gaps and updates, implementing changes into the workflow, as needed.
  • Reviewed accounts to for adherence to policy from a quality control perspective (QA Analyst).
  • Created QA reports, with findings, for distribution to the applicable business segment month-over-month.

Collections Supervisor

GM Financial
Arlington, TX
08.1997 - 02.2000
  • Trained, educated and coached both new-hire and seasoned collection representatives on day-to-day operations within a fast-paced call center environment.
  • Trained new hires and seasoned employees on best practices and proper call execution for collecting on delinquent auto loans.
  • Managed a team of 8-12 collectors to effectively handle delinquent accounts and minimize company loss (delinquency, charge-off, etc.) month-over-month.
  • Created documents to streamline processes and reduce company exposure to legal litigation.
  • Suggested process improvements to management on an ‘as needed’ basis.
  • Performed side-by-side monitoring to coach collectors on effective collection handling and efficient use of time during calls.
  • Audited calls in to ensure quality call handling and effective customer service.
  • Handled escalated customer calls for immediate and effective resolution.
  • Created and administered annual performance reviews with emphasis on developing team members’ positive attributes.

Education

Bachelor of Science - Business Psychology

Texas Wesleyan University
Fort Worth, TX
01.2004

Skills

  • Policy writing
  • Compliance auditing
  • Call monitoring
  • Performance analysis
  • Quality assurance
  • Regulatory compliance
  • Call auditing
  • Compliance analysis
  • Conflict resolution
  • Risk assessment
  • Data validation
  • Team development
  • Performance management
  • Report generation
  • Problem solving
  • Effective communication
  • Performance evaluation
  • Team management
  • Process improvement
  • Incident management
  • Coaching and mentoring
  • Attention to detail
  • Disaster recovery
  • Business process mapping
  • Excellent communication

Additional Skills

MS Word, MS Excel, MS Outlook, MS Power Point, MS Access, Visio, Information Mapping, SAS, AS400, Verint, Unified Director, Fiserv, Salesforce, BK Tools, Member, John Maxwell Advanced Leadership Program, National Association of Independent Writers and Editors (NAIWE)

Timeline

Compliance Call Monitoring Manager (Supervisor)

GM Financial
02.2013 - 04.2020

Compliance Manager (Supervisor)/Sr. Analyst (Supervisor)

GM Financial
07.2007 - 02.2013

Policies and Procedures Specialist/QA Analyst

GM Financial
02.2000 - 07.2007

Collections Supervisor

GM Financial
08.1997 - 02.2000

Bachelor of Science - Business Psychology

Texas Wesleyan University

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Shatona S. Johnson