Summary
Work History
Education
Skills
Technical Skills
Timeline
Generic

VIKKY K. BELL

NJ USA

Summary

Experienced, passionate professional in various industries. Excellent reputation for problem resolution, attention to detail, improving customer satisfaction, exceptional verbal and written communication, proven leadership skills, strong time management and organizational skills, inspiring team members to excel and function as a team, and success in driving overall operational improvements.

Work History

Learning &Development Operations Trainer/Coach

Freedom Mortgage, LLC/Archwell Solutions, LLC
10.2020 - 05.2022
  • Facilitated Virtual, instructor lead presentations utilizing adult learning principles, instructional design, and blended learning solutions across global time zones
  • Implemented successful shadow and performance program within business units for trainers
  • Trained/Coached new hires, existing staff, leadership, and peers on systems/technical loan products, guidelines, processes, procedures, compliance, and customer service skills across business units
  • Collaborated with Business Leaders, Vendors and Peers to develop and enhance training curriculum
  • Reviewed LMS training assessment results for identification of knowledge gaps and retraining opportunities
  • Onboarding of new hires

Default Loan Servicing Specialist

Cenlar FSB
05.2017 - 07.2020
  • Increased external/internal client and borrower satisfaction by resolving escalated issues within 24 hrs or less ,daily
  • Decreased escalation resolution time by 50% within quarter
  • Increased customer satisfaction by 35 % within quarter-50% within 6 months
  • Provided in-depth and ethical counseling for delinquent borrowers
  • Collaborated with internal and external partners to mediate risks and meet compliance standards
  • Use of dialer to communicate on inbound and outbound calls
  • Loss mitigation document review
  • Client liaison, single point of contact for clients, borrowers, and internal business units
  • Assisted borrowers with necessary information for Pre/Post foreclosure, prevention/resolution
  • Disaster Loan review and modification submittal

Contract Opportunities

Talent Acquisition Agencies
11.2014 - 11.2016
  • Decreased accounts in default by 75% within 90 days
  • Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
  • Developed and implemented organizational systems to streamline daily operations.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Assisted customers in identifying technical issues and explained solutions to restore service and functionality.
  • Supplied Nurse Servers to manage Par levels
  • Supply ordering Medical/Office

Medical Office Manager

Dekalb County Board Of Health
11.2011 - 08.2012
  • Managed and cross trained nine administrative staff, in various departments to insure accurate coverage
  • Reduced Billing errors by 80%/Increased Medicare payments by 68%
  • Monitored staffs progress, productivity, performance, and training to maximize efficiency, decrease errors, and educate staff
  • Resolved customer service escalations and follow up
  • Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
  • Managed electronic patient records process, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
  • Scheduled staff for completion of regulatory and compliance courses
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Budget review

Patient Services Supervisor

Vienna Family Medicine
07.2007 - 08.2010
  • Accountable for the direct supervision,scheduling, and training fourteen employees within six front line departments
  • Decreased overall patient in-office wait time by 75%
  • Created and executed training program for new hires across nine affiliate offices
  • Created a Playbook for call center
  • Instrumental in implementing change management for the site to include updated analysis and reporting
  • Managed the daily interaction of over two hundred in-office patients, five hundred plus patients via telephone, twelve medical providers, and clinical staff
  • Coordinated workflow and communication between internal departments
  • Tested, implemented, and trained Internet-based self service sites, pay for service, EMR, Medical Home
  • Devised a team work program to improve employee relations and boost morale
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, OSHA, benefits administration and general liability.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.

Education

Montclair State University
Montclair, NJ

NMLS License -

Nationwide Mortgage Licensing System
New Jersey
11.2020

Licensed Pharmacy Technician -

GA State Board of Pharmacy
Georgia
06.2016

Skills

  • Employee/Process Management
  • L&D Training/Coaching
  • Client Retention
  • Business Operations
  • Quality Assurance
  • Customer Service
  • A/R Credit/Collection
  • Escalation Resolution
  • Talent Acquisition/Onboarding
  • Client Management

Technical Skills

  • MS 365
  • Salesforce
  • Genesys CX-IDT
  • Teams
  • Zoom
  • AWS
  • DocuSign
  • Sharepoint
  • BlackKnight
  • AllScripts
  • Fiserv
  • Nice
  • Rx Connect

Timeline

Learning &Development Operations Trainer/Coach

Freedom Mortgage, LLC/Archwell Solutions, LLC
10.2020 - 05.2022

Default Loan Servicing Specialist

Cenlar FSB
05.2017 - 07.2020

Contract Opportunities

Talent Acquisition Agencies
11.2014 - 11.2016

Medical Office Manager

Dekalb County Board Of Health
11.2011 - 08.2012

Patient Services Supervisor

Vienna Family Medicine
07.2007 - 08.2010

Montclair State University

NMLS License -

Nationwide Mortgage Licensing System

Licensed Pharmacy Technician -

GA State Board of Pharmacy

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VIKKY K. BELL