Manager Assistant / Secretary / Bookkeeper
Resume:
Lorraine Pagan-Tyler
************@*******.***
Objective/Summary
Seeking a recruiting or recruiting assistant role within a growing and reputable organization. My goal is to produce quality and quantity, no matter what role I’m in, by using the resources, tools, training and experiences I have obtained from previous experience.
Key Strengths
Team Oriented Training Goal Driven
Organized Strategic Planning Detail Oriented
Multitask Analytical Determination
Core Competencies
●Results-driven with exceptional practical judgment
●Known strategist who exceeds goals using resources and organizational skills
●Obtains a proven track record of delivering quality
●Strong leadership skills
●Ability to effectively communicate (verbal & written)
●Resourceful, diplomatic, flexible, energetic and professional
●Excellent customer service skills
●Strong computer skills (Excel, outlook, word, tracking database)
●Bilingual – English/Spanish (fluent in speaking, reading & writing)
Professional Profile
Charlotte Country Day School, Charlotte, NC July 2019 - Present
Secretary / Bookkeeper - Plant Operations Dept
●Record all invoices on excel spreadsheet
●Scan invoices and upload via efolder and submit to accounting/finance department
●Check in contractors/visitors by utilizing Raptor security system
●Create spreadsheets according to manager’s request
●Maintain record of vital OSHA service reports (elevator, boiler, maintenance, etc)
●Responsible for organizing departmental meeting as well planning lunch
●Responsible for assigning key fobs to faculty members, as per work order requests
●Answer phone, open mail, and all clerical duties
●Responsible to order semi annual uniforms for plant operation employees
●Maintain school event calendar for plant operation department
MaxBotix, Inc, Fort Mill, SC November 2015 – March 2019
Bookkeeper / HR - Admin. Asst. / CEO Assistant
●Maintain and respond to emails regarding invoices, receipts, billing, etc.
●Reconcile ALL accounts on a monthly basis (bank statement & receipts against Quickbooks)
●Update & maintain QuickBooks for all accounts pertaining business
●Backup Quickbooks on a monthly basis and prepare file for CPA monthly
●Pay invoices in a timely fashion
●Maintain and organize filing system
●Constant communication with CPA regarding updates, changes, etc.
●Maintain professional discretion and confidentiality
●Answer phone in a professional manner
●Fax, Scan & email important documents to vendors, customers, etc.
●Obtain & deliver mail accordingly
●Maintain office supply inventory for SC office
●Create & implement processes within the accounting/bookkeeping, SALES, order processing dept
●Create spreadsheet for CEO for company financial tracking & KPI purposes
●Organize and Maintain CEO's calendar
●Conduct interviews along with CEO
●Work closely with Temp Hire agency to obtain candidates for the company
●Review resumes, submit Topgrading invites, coordinate Trimetrix assessment for potential candidates
●Conduct quarterly one on one meetings with employees in SC Office to go over HR KPI reports and progress
●Responsible for new hire setup including computer, supplies, HR documentation, passwords, orientation, etc.
MaryKay, Fort Mill, SC January 2015 – June 2015
Office Manager/Personal Assistant to Sales Director– Part-Time
●Provide excellent customer service to clients/customers by calling them to followup with orders
●Create & maintain events calendar in Microsoft
●Create & maintain monthly Excel expense report (sales receipts & monthly statements)
●Complete customer product orders online & at times deliver personally
●Collect payment from customers via phone &online
●Order & Maintain supplies & products as well stock on shelves
●Obtain contracts with venues, complete contracts and followup on event dates
●Run personal errands for Sales Director
●Create labels for monthly postcards to customers & mail postcards
●Update &followup with Facebook company website
Zenta/Accenture, Charlotte, NC October 2010 to February 2014
Fulfillment Team Lead –Nationstar
●Currently leading a team of 12 processors
●Maintained loan load balance for teams on a daily basis
●Provided reports to processors on a daily basis
●Coached & mentored employees
●Managed Escalations on daily basis
●Interacted and acted as the Liaison between other Executive and Manager
●Maintained confidentiality – A must
●Reported & followed up on resolution for escalated complex issues to meet client’s needs as well as employee’s
●Participated in Accenture Job Fairs by Interviewing and hiring potential processors
●Conducted monthly performance feedback on an individual basis
●Implemented workflow processes to improve team results
●Responsible for reviewing, monitoring and updating payroll reports for employees
Fulfillment Team Lead – GMAC/GreenTree
●Currently leading 3 teams with a total of 23 employees (Internal PFA team, Hello Call Team & Processing team)
●Developed a high level Hello Call Team workflow process in order to improve results
●Developed a Hello Call audit checklist and worked with OPEX to obtain final approval
●Implemented “call Barging” for the whole platform with the assistance of Internal IT
●Improved & implemented hello call script & approval email template to better fit business/client’s needs
●Maintained scorecard for Internal PFA agents and identified high & low performers
●Work closely with PFA SME to dispute findings in order for External error rate to meet client’s expectations
●Maintained loan load balance for teams on a daily basis
●Provided reports to processors on a daily basis
●Coached & mentored employees
●Managed Escalations on daily basis and followed up on resolutions
●Interacted and acted as the Liaison between other team and managers,
●Participated in 3Accenture Job Fairs by Interviewing and hiring potential processors
●Responsible for reviewing, monitoring and updating payroll reports for employees
Loss Mitigation Team Lead –JPMChase(Platform clsd in April/13)
●Managed 26 LMR’s (loss mitigation reps), including Internal QC reps
●Maintained loan load balance for team on a daily basis
●Coached & mentored LMR’s
●Responsible for maintaining quality for the platform regarding MIQR corrections, AD statuses, clearing out any duplicates on LQR
●Developed a production & Internal QC scorecard
●Developed & maintained Production/Internal QC summary report for the team on a weekly basis
●Developed an Action Plan for low performers on the team
●Interviewed and hired potential LMR’s – participated in Accenture’s Job Fairs
●First platform to reach OPEX Stable in 2013
●Organized internal classroom training with internal QC reps for NEW hires
●Responsible for reviewing, monitoring and updating payroll reports for employees
Fulfillment Team Lead – GMAC
●Managed 15 retail processors
●Provided reports to processors on a daily basis
●Coached & mentored processors
●Managed Escalations on daily basis
●Interacted and acted as the Liaison between other teams and managers
●Interviewed and hired potential processors
●Responsible for reviewing, monitoring and updating payroll reports for employees
●Managed Escalations on daily basis and followed up on resolutions
Loss Mitigation Team Lead –JPMChase
●Managed 15 – 20 LMR’s (loss mitigation reps)
●Maintained loan load balance for team on a daily basis
●Coached & mentored LMR’s
●Developed 2 SME’s on the team
●Responsible for maintaining quality for the platform regarding MIQR corrections, AD statuses, clearing out any duplicates on LQR
●Developed Pilot Flex Schedule for the platform
●Developed and maintained Production/Internal QC summary report for the team
●Developed an Action Plan for low performers on the team
●Interviewed and hired potential LMR’s
●Participated in a BPO Operational Excellence Project – CITI MLC Productivity
●Managed Escalations on daily basis and followed up on resolutions
●Responsible for reviewing, monitoring and updating payroll report
Fulfillment Team Lead –CITI
●Managed 15 retail processors
●Provided reports to processors on a daily basis
●Coached & mentored processors
●Managed Escalations on daily basis
●Interacted and acted as the Liaison between teams and managers
●Interviewed and hired potential processors
●Responsible for reviewing, monitoring and updating payroll reports
●Managed Escalations on daily basis and followed up on resolutions
Bank of America, N.A., ( AKA Countrywide)Charlotte, NC June 2006 to October 2010
AVP – Fulfillment Team Lead
●Managed 11 retail processors.
●Coached, trained & mentored new associates
●Maintained various reports, ex: ECOA report, rate locks, customer service, etc. on a daily basis
●Led a pilot team of processor for the distributed retail at the Charlotte processing center
●Provided updates of guidelines and report to our partner on a weekly basis
●Provided training to new partners regarding systems, processing flow, etc.
●Attended partner and alliance meetings
●Interviewed and hired potential home loan processors
●
Countrywide Home Loans, Charlotte, NC (acquired by Bank of America)
Sr. Processor / Jr. Underwriter – Level 1 Credit Authority
●Maintained a pipeline of 50 loans
●Consistently met and/or exceeded set goals
●Delivered quality loans
●Developed and maintained customer/vendor relationships by providing exceptional customer service
●Closed an average of 40 loans per month
●Assisted Team Lead in various projects
Education History
September / 1985 to January /1986 Baruch College, New York, NY
January / 1989 to May /1989 Valley Forge Christian College, Valley Forge, PA
Certificates & Trainings
ACCENTURE Lean Green Belt Certificate – Six Sigma MoreSteam University Online – March 19, 2012
Principles and Qualities of Genuine Leadership CPCC – April 9, 2012
Managing Your PrioritiesCPCC – May 8, 2012
The Case for Career Counseling MyLearning – 4/2013
Effective Career Counseling MyLearning – 10/2013
Interviewing BasicMyLearning – 10/2013
The SDO Role in Mobilization MyLearning – 3/2013
Languages
Fluent in English & Spanish
REFERENCES AVAILABLE UPON REQUEST
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