Sophia Ollander-Krane

• Collaborated closely with the VA Contracting Officer’s Representative (COR) and project managers to successfully implement the Electronic Health Record Modernization (EHRM) initiative.
• Acted as the primary liaison between VA stakeholders and internal teams, ensuring that all contract terms, project timelines, and deliverables were consistently met across multiple VA sites, including Mann-Grandstaff VA Medical Center (Spokane, WA), Jonathan M. Wainwright Memorial VA Medical Center (Walla Walla, WA), and VA Southern Oregon Healthcare System (White City, OR).
• Accomplishment: Contributed to the successful deployment of a unified Federal EHR shared across VA, DoD, U.S. Coast Guard, and participating community care providers, ensuring contract compliance during the transition from VistA to a single EHR system.
• Assisted in developing procurement strategies by analyzing project requirements and providing recommendations on contract terms, procurement methods, and vendor selection, ensuring cost-effective and efficient contract awards.
• Accomplishment: Facilitated the successful selection of vendors through competitive bidding processes, aligning deliverables with cost and budget parameters, thereby reducing procurement cycle times by 15%.
• Supported contract compliance by reviewing, processing, and documenting project-related materials in alignment with Federal Acquisition Regulations (FAR) and VA Acquisition Regulations (VAAR).
• Accomplishment: Conducted regular audits of project deliverables and contract documentation, leading to a 15% reduction in compliance errors and ensuring consistency with federal regulations.
• Contributed to market analysis efforts that validated the non-competitive assumptions of contract requisitions. Worked on revising statements of work (SOW) to better define project objectives and ensure alignment with VA’s procurement standards.
• Accomplishment: Supported the successful negotiation of contract terms based on market data, cost breakdowns, and pricing reports, ensuring that the final agreements reflected the current market conditions.
• Proactively identified and mitigated risks, including project delays and cost overruns, by working with project managers to resolve contract-related issues.
• Accomplishment: Played a key role in negotiating contract extensions to accommodate delays, resulting in the on-time delivery of multiple critical EHRM project milestones.
• Coordinated with legal, technical, and financial teams to ensure all contract requirements were met and aligned with VA policies. Facilitated cross-functional team meetings, providing clarity on contract requirements and negotiating changes with vendors and stakeholders.
• Accomplishment: Successfully aligned cross-functional team efforts, ensuring all stakeholders adhered to contract terms, which improved project execution by 20%.
• Managed and maintained contract documentation, including amendments, technical evaluations, and negotiation summaries. Prepared detailed reports on contract performance and procurement objectives, ensuring alignment with project goals.
• Accomplishment: Delivered comprehensive documentation that contributed to the successful completion of contract deliverables for the EHRM program within established timelines.

• Assisted in reviewing and auditing Medicare claims to ensure compliance with federal procurement standards. Identified financial discrepancies and non-compliance within Medicare contracts, providing actionable recommendations to resolve issues.
• Accomplishment: Delivered key insights that led to significant cost savings for the Medicare program by identifying contract discrepancies and ensuring alignment with procurement regulations.
• Conducted comprehensive market analysis to identify areas of non-compliance and assess cost reasonableness within the Medicare program. Evaluated cost breakdowns of claims to provide evidence for contract revisions and support procurement decision-making.
• Accomplishment: Assisted in justifying contract revisions by analyzing market conditions and cost efficiency, ensuring procurement decisions were based on accurate and relevant market data.
• Analyzed large volumes of Medicare financial data to identify discrepancies and support audit findings. Prepared detailed reports that contributed to the disallowance of $94.8 million in federal funds, ensuring funds were allocated properly and according to regulations.
• Accomplishment: Played a critical role in disallowing $94.8 million in federal funds, directly improving compliance with federal procurement guidelines.
• Ensured Medicare claims complied with all applicable federal laws and regulations, including procurement policies. Collaborated with the audit team to identify and mitigate risks in contract administration, ensuring the accuracy and compliance of procurement documentation.
• Accomplishment: Worked on a team to collaboratively develop corrective actions that improved compliance and minimized risks, enhancing the procurement process and ensuring proper documentation for all Medicare contracts.
• Worked closely with auditors, program officials, and stakeholders to clarify contract requirements and resolve procurement-related issues. Ensured clear communication to resolve audit findings and ensure alignment with procurement policies and contract terms.
• Accomplishment: Streamlined communication between auditors, program officials, and stakeholders, ensuring contract issues were resolved efficiently and in line with procurement guidelines.

• Coordinated and facilitated projects related to population health services, ensuring compliance with contractual agreements and healthcare regulations. Supported the development and execution of service agreements, ensuring that terms aligned with organizational goals and government health standards.
• Accomplishment: Successfully managed multiple projects that achieved a 20% improvement in member benefit utilization, ensuring all contracts were executed efficiently and in compliance with federal healthcare regulations.
• Collaborated with healthcare providers, insurance vendors, and internal departments to negotiate service contracts and ensure all stakeholders met their contractual obligations. Assisted in resolving issues related to contract performance and service delivery, enhancing coordination and reducing delays.
• Accomplishment: Streamlined collaboration between vendors and internal teams, reducing service delays by 15%, ensuring consistent service delivery and improved member satisfaction..
• Conducted in-depth analysis of population health data, identifying service gaps and cost inefficiencies. Provided recommendations for contract amendments and service improvements based on data findings, ensuring alignment with health policy regulations and organizational objectives.
• Accomplishment: Delivered actionable insights that led to strategic contract amendments, improving cost efficiency and service delivery across multiple programs.
• Monitored contracts and services to ensure compliance with healthcare regulations, including Medicare and Medicaid standards. Developed strategies to enhance the quality of care and ensured adherence to contract terms, contributing to a 20% improvement in member benefit utilization.
• Accomplishment: Led initiatives that resulted in a 20% improvement in member benefit utilization, ensuring all programs met Medicare and Medicaid compliance requirements.
• Led cross-functional teams in the coordination of health services for diverse member populations. Facilitated meetings with various departments to ensure smooth execution of service contracts, addressing any contractual issues promptly.
• Accomplishment: Improved the service delivery process by 15% by fostering collaboration and ensuring contract terms were executed without disruption.
• Identified risks related to contract compliance and service delivery. Worked closely with legal and compliance teams to mitigate risks and resolve issues before they escalated. Developed risk management plans that improved contract adherence and reduced service disruptions.
• Accomplishment: Developed and implemented risk management plans that reduced service disruptions and ensured smooth contract adherence, improving operational efficiency.

• Managed the preparation and analysis of complex loan packages, ensuring 98% accuracy in data entry and compliance with regulatory requirements. Verified loan documents for completeness and precision, supporting smooth loan conversions and maintaining integrity across all financial transactions.
• Accomplishment: Ensured the successful conversion of loan packages with an accuracy rate of 98%, minimizing discrepancies and enhancing the overall compliance of financial transactions.
• Assisted borrowers and internal stakeholders with inquiries regarding loan conversions, explaining the loan process and guiding them through the execution of required documents. Acted as a liaison between borrowers, underwriters, processors, and federal agencies to resolve issues and ensure timely loan approvals.
• Accomplishment: Acted as the central point of contact, ensuring all stakeholders received clear communication, leading to timely loan approvals and reducing bottlenecks in the conversion process.
• Ensured compliance with federal and state regulations governing loan processing. Helped borrowers navigate complex legal documents, including loan agreements, mortgages, and security instruments. Played a key role in optimizing loan processing workflow, reducing errors, and achieving faster turnaround times.
• Accomplishment: Spearheaded initiatives that reduced loan processing errors by 20%, accelerating workflow and ensuring faster turnaround for approvals.
• Utilized specialized loan management software and an Oracle-based database to enter and retrieve loan information, track transaction progress, and monitor compliance with loan agreements. Ensured the accuracy of data entered into systems, contributing to error-free loan servicing and reporting.
• Accomplishment: Managed loan data with precision, contributing to an error-free loan servicing environment and ensuring that all loan-related documentation adhered to the highest standards of data integrity.
• Coordinated closely with federal agencies, banks, and borrowers to manage loan conversions, including syndications, rollovers, and rate adjustments. Provided regular updates and situational reports to stakeholders, ensuring transparent communication and fostering trust in the loan conversion process.
• Accomplishment: Established effective communication channels that led to seamless coordination with federal agencies and vendors, ensuring all conversions were executed with minimal disruption.
• Identified and addressed discrepancies in loan documentation, resolving potential issues before they impacted loan processing or funding. Collaborated with team members to troubleshoot and implement corrective measures, ensuring smooth operations and reducing delays.
• Accomplishment: Implemented corrective actions that resolved discrepancies in loan documentation, leading to a 30% reduction in processing delays and ensuring smooth loan conversions.
• Generated comprehensive reports on loan processing metrics, data integrity, and compliance performance, providing valuable insights to senior management and stakeholders. These reports contributed to informed decision-making and continuous improvements in loan operations.
• Accomplishment: Produced actionable insights through detailed reports that improved decision-making and led to continuous improvements in loan processing.

• Efficiently reviewed and made decisions on 60-80 loan files per week, applying expertise in loan modification processes to ensure accurate and timely decisions.
• Maintained a high level of productivity while ensuring 90% or higher accuracy in all loan modifications.
• Accomplishment: Contributed directly to team performance and customer satisfaction by maintaining top-tier performance with high accuracy in loan reviews.
• Provided clear and detailed explanations to borrowers regarding the loan modification process, eligibility criteria, and financial requirements. Acted as a primary point of contact for borrowers, addressing questions and guiding them through complex financial decisions.
• Accomplishment: Fostered strong customer relationships, helping borrowers navigate the loan modification process and reducing misunderstandings about financial obligations.
• Consistently ranked in the top five performers for quality and production while also mentoring and training new hires and colleagues. Fostered a collaborative and supportive work environment, helping teammates improve performance and meet team goals.
• Accomplishment: Played a key role in enhancing team performance, helping colleagues improve their accuracy and productivity, contributing to team-wide success.
• Conducted comprehensive risk assessments for both default and non-default loans, ensuring adherence to federal regulations and internal policies. Analyzed detailed financial documents, including tax returns, credit reports, and pay stubs, to assess borrower creditworthiness and mitigate potential risks.
• Accomplishment: Mitigated potential risks by conducting thorough assessments of financial documents, ensuring compliance with regulations and helping to maintain loan portfolio integrity.
• Reviewed and audited tax returns for self-employment and rental properties, ensuring accuracy and compliance with internal policies and federal lending regulations. Performed quality control checks to identify discrepancies and ensure all loan modifications were processed in line with regulatory standards.
• Accomplishment: Successfully conducted quality control audits that identified discrepancies and minimized risks of non-compliance with lending regulations, ensuring consistent adherence to standards.
• Utilized loan processing systems to input, track, and analyze loan modification requests. Generated detailed reports on loan modification status, risk levels, and borrower compliance, providing valuable insights to senior management and ensuring transparency in loan decisions.
• Accomplishment: Streamlined data management and reporting, providing clear and actionable insights to senior management, which contributed to improved decision-making and transparency in loan modifications.
• Collaborated with internal departments such as Processing, Funding, and Closing to ensure a smooth transaction process from start to finish.
• Accomplishment: Successfully coordinated across departments to ensure seamless transaction flow, reducing delays and ensuring that all loan modifications were processed efficiently.
• Utilized automated underwriting systems such as DU and LP to accurately assess the risk associated with loans.
• Accomplishment: Leveraged underwriting systems to enhance risk assessment accuracy and contributed to the reduction of errors in loan modifications.
• Maintained current knowledge of industry trends related to mortgage products, underwriting standards, and regulatory changes.
• Accomplishment: Ensured that loan modifications remained aligned with the latest regulatory changes and industry trends, contributing to compliance and operational excellence.

• Processed 60-80 FHA, VA, and conventional loans per month, ensuring all loan documentation was complete, correct, and compliant with federal and state regulations before submission for approval.
• Accomplishment: Maintained a 96%-98% accuracy rate in loan processing, significantly reducing errors and mitigating risks associated with loan documentation.
• Managed a pipeline of 150+ loans at various stages, from initial submission to final closing. Proactively identified and resolved bottlenecks, ensuring timely loan progression and smooth pipeline management.
• Accomplishment: Improved pipeline efficiency by proactively addressing issues, ensuring smooth loan flow and reducing delays, thus contributing to timely loan closings.
• Acted as the primary point of contact for borrowers, answering inquiries regarding loan terms, documentation requirements, and approval status. Provided clear explanations of complex loan processes, ensuring borrowers were well-informed and supported.
• Accomplishment: Fostered positive borrower relationships, resulting in higher borrower satisfaction and a more efficient loan process.
• Collaborated with underwriting and closing teams to resolve complex loan issues, including missing documentation and discrepancies in financial information. Ensured loans closed on time by addressing problems early in the process.
• Accomplishment: Effectively identified and resolved loan processing issues early, ensuring timely loan closings and mitigating risks associated with documentation errors.
• Led a cross-functional team of 10 professionals to streamline loan processing workflows, reducing average processing time by two days. Developed and implemented a system to handle incomplete loan applications, reducing errors by 50%.
• Accomplishment: Improved team performance by leading initiatives that reduced errors and streamlined workflows, enhancing processing efficiency.
• Ensured all loan files adherence to the guidelines set forth by FHA, VA, and conventional loan program and federal regulations governing mortgage lending. Implemented a double-check system for loan documentation that significantly reduced errors and improved compliance.
• Accomplishment: Enhanced compliance by implementing a double-check system, reducing errors and improving regulatory adherence, ensuring loan documentation met all standards.
• Trained and mentored a team of five junior processors, improving their productivity and accuracy by 25%. Developed training materials and best practices, ensuring the team was equipped to handle high volumes of loan applications while maintaining quality standards.
• Accomplishment: Increased team productivity and accuracy through mentorship, contributing to a more efficient loan processing team.
• Utilized loan origination software to manage loan files and track loan processing progress. Maintained a 99.5% accuracy rate in data entry and loan documentation. Created detailed reports on loan status and pipeline activity, providing valuable insights for management and stakeholders.
• Accomplishment: Contributed to data-driven decision-making by generating detailed reports, providing clear insights into loan status and pipeline activities, which improved the overall loan processing workflow.

· Customer and Loan Support: Responded to inquiries from clients regarding home and business loan documentation requirements, ensuring that individuals and businesses had a clear understanding of the loan application and approval processes.

· Loan Application Assistance: Assisted borrowers with completing and submitting secured and unsecured home loan applications, guiding them through the necessary steps to ensure accuracy and compliance with lending regulations. Provided support in gathering required documents and information to facilitate loan approval.

· Mortgage Documentation and Closing Support: Assisted borrowers with executing critical loan documentation, including mortgages and other security instruments. Explained complex loan documents such as promissory notes, loan agreements, and financial statements, ensuring that borrowers understood their obligations and rights.

· Client Communication and Relationship Management: Communicated effectively with a diverse client base, addressing inquiries on various financial matters in a professional and accessible manner. Provided tailored financial solutions based on client needs and strengthened relationships through excellent service.

· Team Collaboration: Worked as part of a collaborative team to ensure seamless loan processing and customer service. Coordinated with loan officers and underwriters to resolve issues and ensure timely loan closings, contributing to the overall efficiency of the branch's operations.

· Outreach and Business Development: Engaged in proactive outreach to potential clients to expand business opportunities, generating over 50 new client relationships. Assisted individuals and businesses with understanding loan products and options, leading to an increase in loan applications and approvals

· Customer Inquiries and Financial Support: Responded to a high volume of customer inquiries regarding credit card transactions, billing issues, and account management. Assisted customers in resolving complex financial issues, ensuring they fully understood their account details and available services.

· Loan and Financial Documentation Assistance: Provided detailed information and support to customers regarding loan products and credit card services, explaining documentation requirements and helping them navigate application processes.

· Customer Communication: Effectively communicated with a diverse customer base, explaining financial terms and services in clear, easy-to-understand language. Maintained high customer satisfaction by addressing concerns promptly and accurately.

· Team Collaboration: Worked collaboratively within a call center environment to resolve customer issues, provide financial solutions, and escalate complex cases to specialized teams. Coordinated with internal departments to ensure smooth handling of customer accounts and financial products.

· Sales and Service Performance: Consistently ranked among the top performers in both sales and customer service metrics. Upsold additional products and services, contributing to a 25% increase in product adoption rates. Demonstrated strong problem-solving skills to resolve disputes and address financial discrepancies.

· Risk and Fraud Management: Monitored accounts for fraudulent activity, liaised with the compliance team to resolve issues, and educated customers on how to protect their accounts. Ensured accurate and secure handling of sensitive financial data.

· Documentation and System Management: Utilized various customer relationship management (CRM) tools to log customer interactions, track inquiries, and manage account updates. Ensured accurate data entry and efficient documentation of all customer interactions to facilitate smooth operations.

· Customer Referrals and Account Assistance: Exceeded referral goals by guiding customers through the process of opening new accounts, referring them to personal bankers, investment advisors, and business representatives. Achieved an 80% referral rate and successfully converted over 200 referrals into new accounts, contributing to bank growth and customer satisfaction.

· Product and Service Upselling: Proactively identified customer needs and upsold relevant financial products and services, leading to a 25% increase in product adoption. Successfully communicated the benefits of various financial products, generating additional revenue for the bank while improving customer financial health.

· Client Relationship Management: Built and maintained strong relationships with a diverse client base by providing personalized service and proactive engagement. Addressed customer inquiries and financial needs, fostering trust and loyalty through attentive service and reliable financial guidance.

· Customer Communication and Financial Solutions: Assisted clients with a variety of banking transactions and financial inquiries, explaining account options and helping them navigate the complexities of their personal banking needs. Demonstrated excellent customer service skills by resolving issues promptly and ensuring client satisfaction.

· Collaborative Team Support: Worked closely with colleagues in personal banking and investment services to meet client needs, ensuring smooth operations across the branch. Actively contributed to the success of the team by referring potential customers and collaborating on client management

· Supervised and trained teller staff on operational procedures and policies.

· Identified opportunities for cross-selling products and services to enhance customer relationships.

· Mentored tellers by example with clear communication skills, transaction handling, and problem-resolution processes.

· Assisted with new account openings, loan applications, deposits, withdrawals, and transfers.