Yolanda Berry
Fort Worth ,TX
Summary
Quality-focused Operational Transformation professional with combined experience in general business process and operational assessments, including understanding, analyzing data, and documenting existing operations and processes. Proficient in policy and procedures.
Overview
23
23
years of professional experience
Work History
Senior, Operational Transformation
Nissan Motor Acceptance Company
08.2021 - Current
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Planned, developed, and implemented strategies to convey information with key decision makers.
Senior, Consumer Portfolio Services
Nissan Motor Acceptance Company
01.2008 - 02.2020
- Develop, coached and evaluated agents performance.
- Provided written feedback to agents and supervisors on areas of focus.
- Trained agents on skip tracing techniques to locate customers and vehicles using various skip tracing tools.
- Responsible for resolving delinquency on accounts from 90-120.
- Provided assistance to IFS/NMAC Credit Department on previous applicants credit worthiness based on applicant's payment history.
- Consistently ranked as Top Performer in performance.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
- Served as a role model for mentees by demonstrating strong values and ethical standards.
Internal Control Analyst
HCA Corporate
01.2007 - 01.2008
- Collaborated with various levels of management on audit findings, recommendations, and corrective action plans.
- Performed and conducted special projects as directed by Internal Audit Management.
- Oversaw certification processes, executing compliance-monitoring tasks by overseeing account reconciliations, revenue analytics and internal auditing of results.
- Performed root-cause analysis, communicating observations and recommendations to improve corporate compliance.
- Provided reporting for compliance, internal audit and external staff practices.
Fraud Analyst
Cingular Wireless, AT&T
07.2001 - 07.2006
- Monitored international fraud alerts and trends to prevent fraud.
- Prepared evidence to support criminal prosecution and civil remedy of identified criminal activity.
- Provided ID theft support to customers after terminating fraudulent accounts.
- Handled confidential information in accordance with privacy policies.
- Recognized as a problem solver and a person of high integrity with attention to detail.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
Customer Service Supervisor
Southwestern Bell Wireless
07.2000 - 07.2001
- Supervised daily activities of customer care center.
- Reviewed employees performance and provided feedback accordingly.
- Prepared work schedules and monitored adherence.
- Organized training session to improve product awareness among employees.
- Coordinated work-flow in tandem with other departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
In-Progress - Management Information Systems
Tarrant County College District
Fort Worth, TXSkills
- Strong analytical and problem-solving skills
Accomplishments
- Collaborated with team of 25 in the development of project BOSS for Nissan Motor Acceptance Corporation.
Habitat for Humanity Volunteer
Experienced with serving diverse communities. Poised and competent with demonstrated ability to easily understand cultural differences.
Timeline
Senior, Operational Transformation
Nissan Motor Acceptance Company
08.2021 - Current
Senior, Consumer Portfolio Services
Nissan Motor Acceptance Company
01.2008 - 02.2020
Internal Control Analyst
HCA Corporate
01.2007 - 01.2008
Fraud Analyst
Cingular Wireless, AT&T
07.2001 - 07.2006
Customer Service Supervisor
Southwestern Bell Wireless
07.2000 - 07.2001
In-Progress - Management Information Systems
Tarrant County College District
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