Customer Service Manager
Resume:
Yana Dedova
*** **** **** ******, *** *** New York, NY 10018
***********@*****.***
Skills
. Extensive knowledge of credit products and networks, finance, and
business.
. Robust numerical and quantitative skills.
. Strong computer skills and proficiency in MS Office and credit analysis
software.
. Excellent verbal, written, and presentation skills.
. Outstanding problem identification, analysis, and resolution abilities.
. Strong team, customer service, conflict resolution, and interpersonal
skills.
. Proven ability to multi-task and deal with rapidly changing requirements.
. Self-motivated, detail oriented, and focused with ability to work and
make decisions in fast-paced environment.
. Native level fluency in both English and Russian.
Work Experience
ABC Global Systems, New York, NY
09/2008-present
Credit/Risk Analyst
. In charge of risk management for over 1500 merchant accounts on a daily
basis
. Perform in depth credit analysis of borrowers and their counterparties
and make decisions on credit approval
. Assist with new products and service launches, and direct preparation of
special promotional features
. Solely responsible for approving individual merchant transactions of up
to $100,000
. Prevent company losses by investigating and resolving fraudulent
ATM/Debit/Credit Card transaction
. Maintains thorough knowledge of ATM Networks, VISA and MasterCard
regulations and operating procedures to assure timely resolution of
chargeback and potential chargeback items
. Manage a high volume of merchant incoming and out going calls while
resolving merchant's concerns and maintaining a positive company image
American Capital Advance, Boca Raton, FL
02/2007-08/2008
Head Underwriter and Risk Manager
. Oversaw the management of the company's underwriting and risk department
. Determined which advances were funded in house and which were sent to
third parties for funding
. Responsible for initiating and implementing procedures that resulted in
premier risk management, superior service, and customer retention
. Shaped the process of underwriting as well as the determination of what
tools would be best to evaluate credit, of which included Accurint, the
three credit bureaus, D&B, NVMS site surveys, CRM system and bank
statement analysis.
. Encompassed decision-making authority for Merchant Processing accounts
. Analyzed financial strength of the company, individual owners, the risks,
and ability of repayment
. Created a process that underwrote and approved merchant advance files in
under 7 business days that achieved maximum acceptance with minimum risk
. Responsible for structuring the term and pricing of the individual
advance
. Completed all underwriting worksheets and calculations and reviewed
data integrity sheets to determine risks and benefit of funding
. Monitored and analyzed file flow for collection purposes and
performance
Fidelity Federal Bank and Trust, Palm Beach Gardens, FL
04/2006-09/2006
Loan Processor II
. Obtaining mortgage loan documentation by ordering credit reports,
land survey and appraisals
. Evaluating loan risk by verifying loan application information
against loan criteria guidelines and standards
. Accurate input of loan to computer system
. Ordering title and insurance binders
. Gather appropriate information necessary to finalize incomplete
loan packages
Lydian Data Services, Boca Raton, FL 08/2005
- 04/2006
Mortgage Document Classification Specialist
. Review mortgage documents for completeness
. Constantly adjust to new variations of categories
. Working with a different Lender standards
. Check quality of the document recognition software results
. Identify document types and make adjustments when necessary
. Review scanned images of loan files
Mid-City Mortgage, LLC, Stoughton, Massachusetts
05/2004 - 06/2005
Loan Processor
. Examine legal documents for compliance with credit guidelines,
products and programs
0. Gather appropriate information necessary to finalize incomplete
loan packages.
1. Maintained and developed relationships with existing and new
customers and realtors.
2. Identify and resolve various problems with loans
3. Ensure customer satisfaction
Bank "Enisey", Krasnoyarsk, Russia
06/2002-07/2003
Teller
. Provide consultations to clients of products to best suit their needs
. Identify fraudulent activity to prevent potential losses to the
bank
Education
Krasnoyarsk State University
BS Degree in Financial Management
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