Quality Control, Customer Service, Compliance, Administrative Support

Dorian Washington

HIGHLY EXPERIENCED ADMINISTRATIVE AND COMPLIANCE PROFESSIONAL

Houston, TX 832-***-**** ********@*****.***

Objective

Detail-oriented and experienced Quality Control and Compliance Administrator seeking to use my 25 years of combined administrative, research, call center and customer service experience to bring a high level of dedication and meticulous attention to ensuring accurate, secure data management and regulatory compliance within a dynamic organization.

Experience

First Investors/Stellantis Financial Services Quality Control and Dealer Enrollment Admin Coordinator (Hybrid) July 2022 - April 2024

• Reviewed, approved and documented incoming submissions for vendor warranty and ancillary package forms to ensure regulatory compliance for the FTC, FDIC and state regulations

• Assisted in setting up and reviewing specific policies for the department

• Assisted with 1-on-1 training with incoming staff

• Prepared and filed STA submissions and developed relationships with vendor Administrators to get appropriate documentation

• Performed weekly audits for Repurchase, Early Defaults, STAs and Quality Assurance departments, showing ability to communicate, collaborate with departments, and work multiple projects as once

• Use of AssureSign, TLO, MS Office suite, Genesys, Outlook, DEFI and other operational platforms as well as multi-line phone

• Was responsible for creating and maintaining various files, tracking tools, and other documents to be utilized in the various functions of Dealer Administration and performing audits of Operational areas, including (but not limited to) Credit, Funding and Collections, to ensure adherence with federal and state policies and regulatory guidelines

• Audited loans to detect errors and omissions in the underwriting process

• Monitored calls to detect errors and omissions in the processes

• Used Microsoft Office tools to create, update, and maintain documents critical to Quality Control and Dealer Administration, create letters, and update logs

• Researched loan files and some phone and written communications with Dealership personnel and vendor partners

• Analyzed random loan applications to ensure compliance with company policies governing extension of credit, government lending policies and procedures, an all applicable federal/regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.)

• Performed reviews of credit decisions made by loan officers to determine if there were any misrepresentations of facts at the time of origination

• Identified red flags when reviewing credit reports, credit applications, paystubs or other documentation with required stipulations

• Re-verified components of the origination file and determines whether the information was accurate at time of origination.

• Recalculated loan applicant income to confirm the qualifying income (source and amount) is accurate and acceptable based on company guidelines

• Periodically reviewed declined applications to ensure correct decision was made, and associated decline reasons meet compliance standards

• Assisted with evaluation of various loan files to determine if any form of misrepresentation or fraud

• Worked with vendors to process claims against dealers for misrepresentation or fraud

• Regular access to sensitive personal information of consumers, including, but not limited to, Social Security numbers and dates of birth

Olive Garden/Darden Server/Certified Trainer/Bartender September 2017 - September 2021

• Provided food, beverage and cocktail service

• Utilized excellent customer service and resolution skills to address customer complaints and inquiries, and help resolve issues with food or service both online and in person

• Assisted management with on-the-job training and evaluations to certify servers how to provide customer service and follow sanitation guidelines

• Demonstrated leadership as a trainer to all new servers, hosts and bartenders

• Ensured the dining room, kitchen, and serving areas are clean and organized, and that health and safety regulations are followed

• Tracked inventory to make sure supplies are available

• Coordinated catering and to-go events, answered menu questions, and recommended menu items for boosts in sales

Xerox Sales and Retention Auditor – Corporate November 2015 - August 2017

• Utilized tools to retain existing clients and to convert prospects into new clients of company

• Successfully increased the retention of customers by 32% during my tenure

• Researched customer requests on a special project regarding delinquent refund checks for the corporate accounting department

• Was selected by and reported directly to the corporate office of Sam’s Club for special projects and club closings

• Developed and maintained positive relationships with consumers and clients

• Responded to inbound phone calls from prospective customers regarding refund requests and inquiries about company services

• Trained new sales and retention agents on management of customer accounts and other sensitive information and delivery of high quality customer care

Education

Contemporary Learning Center HS, 1997

High School Diploma in 3 years

MTI College of Business & Technology, 2003

Major: Business Information Systems Minor: Business Administration

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