Training Quality Assurance

Crystal Pinney

PO Box ***

Holland, NY *****

716-***-**** (cell)

********@*****.***

Objective To utilize my past experience in an environment with ongoing

opportunities and room for growth

Experience

Windham Professionals, Inc September 2010 - Present

Borrower's Advocate

Summary of essential job functions:

. Duties

< Investigate Better Business Bureau, Attorney General Complaints

and Law Suits on all portfolios.

< Process responses for BBB and AG Complaints on all portfolios.

< Recommend disciplinary actions if/when needed based on findings.

< Phone reporting using LiveVox and Report Generator systems.

< Responsible for coordinating/compiling monthly ED report.

< Submit all invoices related to the NY location to the Accounting

department for payment.

< Assure discreet handling of all business material and/or

correspondence.

< Monitor live and recorded phone calls for the ED contract and

company-wide as needed.

< Liaison between Windham and Town of East Aurora, i.e. repairs

and/or maintenance issues.

Windham Professionals, Inc August 2009-September 2010

Administration/Compliance Assistant

Summary of essential job functions:

. Administrative Duties

< Coordinate and book travel; air, hotel, rental cars, etc. as

required and process expense reports.

< Responsible for coordinating/compiling monthly ED report.

< Submit all invoices related to the NY location to the Accounting

department for payment.

. Compliance Duties

< Assure discreet handling of all business material and/or

correspondence.

< Monitor live and recorded phone calls for the ED contract and

company-wide as needed.

< Responsible for ensuring all aspects of the ED quality control

plan are followed in a timely and accurate manner.

. Auditing

< Responsible for conducting audits on a daily/weekly/monthly

basis. Audits include, but are not limited to: account

activity, regulatory compliance, and procedural. Communicate

findings and recommendations to appropriate level of management.

. Vendor Management

< Coordinate vendors coming to the branch, i.e., office

furniture/equipment, cleaning services.

< Liaison between Windham and Town of East Aurora, i.e. repairs

and/or maintenance issues.

. WB Mason supply ordering/tracking

. Sales meeting invites / note taking

. ADP E-time Enterprise

. Payment Processing via Pay.gov for Department of Education accounts.

Windham Professionals, Inc October 2008-August 2009

Administrative Assistant to VP of Operations

Summary of essential job functions:

. Process daily postings for managers / collection staff. Tracking NSFs

on a monthly basis.

. Preparing new hire paperwork for all new training classes.

. Meetings with New Hire class on the first day of training to give

instructions and monitor the completion of all paperwork for

HR/Corporate.

. Maintain the headset log for the branch.

. Check all new hires voicemails to ensure that the script is being used

. Maintain the employee directory for the branch.

. Updates and distributes several lists for the branch; i.e., phone

list, unit list by managers, employee hire date / collector numbers.

. Weekly ordering of office supplies.

. Implementation of all floor contests.

. Audit accounts along.

. Preparation for all Department of Education on site visits.

. Maintain interviews, terminations, and all staffing needs including

recruiting

. Quality Assurance guidelines to meet client expectations.

. Write up guidelines for management team. (attendance)

. Meeting Agendas.

. Travel arrangements.

. Floor agendas.

. Spontaneous floor evaluation via testing.

. Floor Goals.

. Assist with all aspects of the training team in all locations.

. End of Month Numbers- Bonus review

. Audits - NSFs, Declined Transactions, YNC status, 15 day work load,

etc.

. OPS Meetings

. Sales meeting invites / note taking

. ADP E-time Enterprise

. Attendance tracking for entire NY staff

Abbtech Staffing- Lockheed Martin 2007-2008

Trusted Agent Lead- TWIC Enrollment Center Wilmington, NC

Summary of essential job functions:

. Ensure all transportation workers are enrolled in a timely manner.

. Maintain a "team-like" atmosphere with all employees.

. Keep in close contact with Field Coordinators to ensure the correct

procedures are being executed. Also keep in contact with Abbtech

Staffing to ensure all employees are following correct protocol in all

aspects of job duties assigned.

. Conduct system reports and daily reports for Field Coordinator and

Program Management Office.

Allied Interstate IRMC 2006-2007

Admin Assistant to VP of Operations for Department of Education Depew, NY

Summary of essential job functions:

. Account audits for over 300+ files along with work flow effort charts.

. Rehabilitation audits from start up to funding.

. Performance reviews for managers, supervisors, and collectors.

. Commission forecasts, payouts, and audits for all levels.

. Implementation of all floor contests to best suit all CPCS rankings.

. Training Department

< Department of Education Federal Packets.

< Employee Screening.

< System training/phone system update training.

< Talk-off training.

< Contract training.

< Ongoing follow-up with all floor training.

< Interaction with all management level training.

Training Department

Continued

< Training log book audits.

< FDCPA Training.

< Compliance Training.

< Preparation for all Department of Education on site visits.

< Maintained interviews, terminations, and all staffing needs.

Pioneer Credit Recovery 2004-2006

Lead Collector Arcade, NY

. Worked solely on the Sallie Mae contract.

. Obtained successful Rehab retention rates ensuring proper rehab credit

dates for funding purposes.

. Maintained over 700 rehabilitation files.

. Conducted all system reports to maintain files for PPA team.

. Placed 250+ calls pre day to ensure timely payments.

References due upon request.

Contact this candidate