Quality Assurance Customer Service

Valarie Paige Minner

***** ***** *****

Drayden, MD 20630

Home Phone: 301-***-**** ********@*****.***

Cell Phone: 301-***-****

SUMMARY

Results-oriented professional with over 19 years of experience concentrated

in audit, contract and budget analysis, management, administration,

scheduling, training, problem resolution, customer service and sales.

Consistently maintained high performance through integrity, leadership,

mentoring and quality of work. Proven ability to resolve difficult

business problems and develop new methodologies. Autonomous, self starter,

team player as well as team leader. Possess positive attitude, planning

and organizational skills, able to work in a fast paced environment,

managing multiple tasks while providing attention to detail and

consistently meeting critical deadlines. Knowledge and experience in MS

Word, Excel, PowerPoint, Lotus Notes, I-Notes, Citrix, Outlook and

PeopleSoft.

Expertise includes:

Quality Assurance Process improvement

Budget / Cost Analysis Scheduling and Travel administration

Contract Analysis Group facilitation

PROFESSIONAL EXPERIENCE

HSBC MORTGAGE AND CONSUMER LENDING, California, MD 1986 - 2009

Quality Assurance and Compliance Specialist 2006 - 2009

Audited branch network locations for compliance with Federal, State and

Company policies. Examined and analyzed contracts for accuracy, proper

funding and regulatory compliance. Reviewed time entry and payroll for

accuracy. Used Earned Value Management (EVM) methods to ensure optimal

planning, scheduling and control of work. Directly responsible for staff

development and enhancing team performance. Prepared and delivered

presentations for executive meetings and employee training sessions.

. Prepared detailed written reports to effectively communicate audit

results and policy exceptions.

. Analyzed and reported monthly and quarterly results for document

accuracy, policy / procedure exceptions, trends and root cause of

exceptions using computer spreadsheets and internal databases.

. Implemented action items and conducted follow up reviews to affirm

process improvements properly enacted to correct internal weaknesses and

mitigate future risk.

. Evaluated operating methods and oversaw quality assurance metrics of 15

branch locations in Maryland and Virginia, mentoring managers and staff

in quality and risk management. Adjusted schedule daily to be on site

where risk was highest and coach staff on operations.

. Achieved 37 satisfactory audits and 1 exceptional audit through effective

training, coaching and teamwork. Improved audit results by 17%,

documentation errors and policy exceptions by 15% and time

entry / payroll errors by 11%.

. Reduced asset loss 18% by locating and leading project to recover $30M in

Company assets.

. Actively worked on special projects to increase business efficiency and

work life balance for employees.

. Maintained employee commitment to quality by encouraging and facilitating

involvement in process improvements and implementing applicable

suggestions.

. Facilitated segment of new hire and exception training programs that

focused on policies, procedures, processes and values.

. Consistently ranked in top 20% of peers nationally through quality of

work.

Valarie P. Minner Page Two

DISTRICT SPECIALIST 2003 - 2006

Provided high level administrative support to District Management and 83

staff employees, by conducting research, providing statistical reports and

responding to information requests.

. Analyzed and approved purchasing requests from branch locations.

Analyzed district budget, accounting reports and monitored expenditure

control. Achieved 100% compliance with operating procedures.

. Prepared and reported quarterly and year end income and budget analysis

to Division Management for distribution to Regional executives.

. Reduced operating cost by 10% through research of market conditions.

. Liaison to Quality Assurance specialist. Assisted in the prevention of

process variations that caused defects, overturning 3% of quality errors

on appeal.

. Mentored staff members, provided training support and assisted in daily

operations. Reduced Help Desk support by 8% and increased customer

satisfaction by 10%.

. Facilitated employee training and tracking, resulting in completion with

100% compliance.

Senior Account Executive (Assistant Manager) 1998 - 2003

Assisted manager in the administration and daily operations of $58M branch

office and acted in manager's capacity. Analyzed credit data, financial

statements and assessed degree of risk involved when extending credit.

Consistently sought new ways to increase productivity and improve

efficiency.

. Processed reimbursement requests, accounts payable, accounts receivable,

verified accuracy of 3rd party billing, tracked and reconciled monthly

expenses, completed monthly bank reconciliation and compiled results and

information in an internal database.

. Played primary role in the development, analysis and execution of loan

applications. Prepared and ensured accuracy of funding documents with

100% compliance.

. Met with customers, examined budgets and credit reports and devised

financial plans to meet short and long term goals.

. Increased productivity by 10% through coaching and mentoring new staff

members, implementing quality ethics and understanding of guidelines,

policies and regulatory compliance.

. Ranked in top 5% of District employees and top 10% of Division employees

as a sales leader. Consistently met or exceeded individual sales goals

attained through internal and external marketing of loan products.

Received multiple awards for achievement.

. Successfully completed multiple, long term management assignments in

other branch or district locations. Increased staff awareness to new and

existing programs and implemented time management guidelines to increase

employee productivity.

Customer Service Manager 1986 - 1998

Solicited and met with area merchants to establish a business relationship.

Researched and analyzed merchants' assets, background and financial data.

Prepared approval packages for business relationships.

. Managed merchant's private label financing, special sales and on the spot

financing.

. Ensured accuracy of financial contracts and tracked funding.

PROFESSIONAL DEVELOPMENT

HSBC Quality Assurance Development Program - Associates and Bachelors

Levels Completed

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