SHELBY GORDY

Sales Operations & Project Coordination

• Manage multi‑location documentation, Schedule A/Buy Rate documents, and event planning logistics to support sales operations across multiple teams.
• Develop and update new content, email templates, and marketing materials, including custom awards and branded assets for sales teams and bank partners.
• Prepare, assemble, and mail marketing kits and supplies to banks and partner organizations.
• Create new Friday report email templates and partner announcement communications to streamline weekly updates.

Oversaw training resources to ensure effective communication and documentation management.

• Manage and collect training documentation, organize training folders, and assist in creating Google email templates for sales teams.
• Created and maintained sales team logos, training folders, and contact resources to provide organized and current information for sales representatives.
• Maintained current sales bios by regularly updating them with new hire information.

Reporting & Data Management

• Extracted FI and SLA reports, providing data to assist leadership in decision-making and tracking performance.
• Review daily Month‑to‑Date (MTD) reports in Salesforce, adding submitted dates, approval dates, and MIDs; transition accounts to Support & Grow upon approval.
• Perform daily checks on management’s Friday report to ensure leads are routed accurately and in a timely way.
• Submit and track swapped equipment requests with PSS and maintain detailed logs for audit and support purposes.

Partner & Bank Support

• Updated bank contact sheets annually and incorporated new partners to ensure sales teams had current information.
• Managed updates for Agent Support banks, including Schedule A pricing, Buy Rates, and key contact changes, ensuring sales teams had accurate and timely information.
• Communicate changes and updates to bank partners and maintain organized email lists for large‑scale distribution.

Merchant & Lead Support

• Support NCR Conversion Activation by sending weekly emails to PSS and coordinating one‑time equipment rebates and statement credits for merchants.
• Supported Liberty Tax merchant accounts by managing equipment upgrades, replacements, and new account approvals.
• Respond to merchant requests via email, create new accounts, troubleshoot issues, and ensure timely customer assistance.
• Order receipt paper monthly through PSS to ensure merchants receive required supplies.
• Process Rectangle Health Partner Program approvals, maintain tracking within their system, and manage timely communication to ensure smooth onboarding.
• Send weekly summaries of Customer Care web‑to‑lead form issues to management to surface recurring system or process concerns.
• Review GPI IMs to ensure leads are routed correctly and promptly, addressing missing or incomplete lead data when system reports are unavailable.

• Support the Agent Support Team and GM Team through miscellaneous tasks such as providing contact information, submitting reporting requests, and opening IT tickets as needed.
• Add or remove representatives from distribution groups as required to reflect organizational changes.

• Locked in average of 75 new members per week, efficiently handling all paperwork and arrangements.
• Processed new member applications and ensured timely payment of dues or fees.
• Monitored application progress to ensure timely processing and compliance with deadlines.
• Verified eligibility requirements for applicants' benefits coverage.
• Verified eligibility requirements for each applicant.
• Entered applicant information into database system.
• Conducted quality control checks on processed applications.
• Prepared reports related to enrollment activities and trends for management review.
• Trained new Enrollment Processors on company policies and software systems.
• Assisted during peak enrollment periods by extending work hours.
• Maintained confidentiality of all applicant records and personal information.
• Provided backup support across various departments to maintain workflow efficiency.
• Fostered positive collaboration with peers and staff to maintain a supportive and cooperative work environment.
• Created and distributed newsletters to keep members connected and informed.
• Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.

• Responded to customer inquiries about menu options and recommended popular dishes to enhance dining experience.
• Delivered genuine hospitality and greeted customers upon arrival.
• Served dishes with clear and concise descriptions.
• Prepared beverages following proper portioning standards for consistency.
• Processed orders and payments using POS system terminals and registers.
• Coordinated weekly shifts to maximize team efficiency and ensure adequate coverage.
• Trained staff in proper use of specialized tools, materials, and equipment, enhancing customer service capabilities.
• Worked in fast-paced environment, handled multiple priorities and learned new procedures.
• Communicated clearly with back-of-house staff to avoid errors.
• Conducted preventive maintenance to maintain proper functionality of equipment each day.

• Reviewed loan documents to ensure accuracy and completeness.
• Reviewed title commitments to confirm clear title prior to closing transactions.
• Prepared closing disclosures and settlement statements for borrowers.
• Conducted final quality control checks on closed loan files.
• Tracked post-closing document deficiencies and coordinated with relevant parties to ensure timely resolution.
• Verified compliance with federal, state, and local regulations and guidelines.
• Performed audits on closed loans to ensure compliance with company policies and procedures.
• Facilitated cross-departmental communication to streamline post-closing processes.
• Resolved loan process issues through proactive communication with customers via phone, email, or letter.
• Participated in meetings regarding process improvements within post-closing department.
• Recorded important legal documents such as deeds, mortgages, and trust agreements.

• Managed disbursement of funds for loans, ensuring accuracy in amounts paid out to borrowers, lien holders, and other parties involved in transactions.
• Maintained regular client contact during closing process, providing timely updates on timelines and resolving concerns.
• Collaborated with underwriters to identify and resolve issues, ensuring smooth closings.
• Ensured that escrow accounts were properly funded prior to closing dates.
• Resolved post-closing issues related to missing documents and funding discrepancies, facilitating successful transaction completion.
• Reviewed loan applications and ensured all necessary documents were received.
• Scheduled closing appointments with borrowers, agents, and attorneys.
• Verified client employment, income, and credit history through appropriate sources.
• Handled issues in loan process by contacting customers by phone, email, or letter.

• My job is to verify all documentation for accuracy and ensure our borrower is protected during the largest transaction of their lifetime.
• Coordinated with Processor, Mortgage Loan Officer, and title companies to facilitate seamless closings for borrowers.
• Executed wire transfers to ensure prompt funding of loan transactions.
• Tracked daily loan progress, proactively addressing potential issues impacting close date.
• This job requires extreme attention to detail as it is a very heavily regulated transaction.
• Gained in-depth knowledge of mortgage process and identified opportunities to better serve customers.
• Communicated with customers throughout loan process, assisting with questions, and explaining additional requirements.
• Guided borrowers on financial options and payment methods to support informed decision-making.
• Approved or rejected mortgage loans within established guidelines.
• Negotiated terms and conditions of loans with clients.