Manager Quality

Mikki M Rooney

*****.******@*****.*** • Home 207-***-****

*** *** ****** ****, ****, ME 04072

Objective

Become a part of an organization which will allow me the ability to utilize my experiences, knowledge and education while continuously striving to learn, grow and reach both personal and company goals

Summary of Qualifications

A hard working, highly motivated, flexible individual who has the ability to effectively communicate with others in high stress environments while striving to achieve individual, department and company goals

Proven Lending Accuracy Problem Resolution

Exceptional Quality Strong Attention to Detail

Flexibility Oral and Written Communication

Time Management Strong Analytical Skills

Proven Leadership Consistent Regulatory Compliance

Work Experience

Maine Medical Center, Radiologic Technologist May 2016– Present

•Complete 40-45 procedures per shift in a level 1 trauma center while maintaining high quality of care

•Led multiple shifts of technicians for radiology department

•Assist physicians in performing exams across multiple departments including fluoroscopic exams, operating room cases, and ERCP exams

•Operate C-arm during orthopedic, vascular, spinal, PIC line placement and pain management procedures.

•Perform mobile radiography on inpatients within all units of the hospital, Emergency Room, NICU, and surgery (pre-op, intra-op, and post-op)

•Serve a diverse patient caseload including newborns, infants, children, adolescents, adults and geriatric patients, while preparing for procedures of all extremities, skull, torso-skeleton, chest and abdomen

•Provide excellent patient care, ensuring complete reassurance and satisfaction

•Perform training and educational procedures in department for new hires and radiology program students

•Verify all patient information and maintained records and requisitions of examinations properly

•Adhere to safety standards to protect patients, family, employees and self while providing quality patient care

Bank of America Work Experience

Customer Level Risk Detection, Credit Card Analyst III February 2013 – August 2014

•Assessed multiple loan products for risk including, unsecured lines of credit, home equity lines of credit, personal credit cards and business credit cards

•Reviewed credit reports and overall relationship to determine risk and grow business in applicable areas

•Continuously met and followed compliance regulations and expectations

•Consistently and accurately reviewed Transunion, Equifax, and Experian credit reports to evaluate possible risk for existing business.

•Achieve goals for decision, accuracy, regulatory and customer experience on a monthly basis

•Provide alternative solutions to customers including debt management

•Continuously had open and clear communication with customers to find best financial options

•Built business by offering additional products for overdraft protection or day to day usage of credit

•Excelled in ownership environment

•Worked with peers in multiple departments to ensure resolution of account errors in timely manner

Existing Credit, Credit Card Analyst II April 2012 – February 2013

•Complete credit reviews to determine appropriate credit lines, pricing and review for any potential risk

•Identify risk and provide recommendations including secured loan products or debt management

•Builds business by offering balance transfers and direct deposits where applicable

•Achieves goals for decision, accuracy, and regulatory results on a monthly basis

Home Loans and Insurance, Mortgage Servicing Manager January 2012 – April 2012

•Managed a team of 10-15 associates in continuously changing environment

•Managed and verified federal regulations met daily

•Held weekly compliance educations to ensure accuracy

•Analyzed credit reports including derogatory credit, fraud reports, and errors

•Calculated income, debt to income, and ratios

•Conducted monthly associate call monitoring and account auditing

•Participated in management meetings and conference calls

•Handled complex customer escalations while finding appropriate resolutions

•Coached changes to policies and procedures for immediate results

•Drive team results on a daily basis

•Chosen to manage campaign for Washington Senate Bill

•Participated in listening calibrations to ensure quality and efficiencies

•Managed personnel responsibilities

•Continuously met federal and company regulations and guidelines

•Recognizes associates and peers on a weekly basis

Home Loans and Insurance, Mortgage Servicing Specialist Lead October 2011 – January 2012

•Facilitated education to new associates

•Coach struggling and new associates on the floor to increase call quality scores

•Recognize trends and implement resolution through education and collaboration with team managers

•Provide floor coverage to ensure accuracy of information

•Provide listening feedback in absence of manager coverage

•Facilitate team meetings increasing business acumen, quality and efficiencies

•Assisted with Norfolk site on boarding

•Created preparatory educations

•Facilitated outward call flow

•Facilitated HUD Webinars

•Held team question and answer sessions

•Educated team managers and associates on Quality Monitoring form

•Assisted with team manager listening calibration

Home Loans and Insurance, Internal CPU Listener (Task Force) May 2011 – September 2011

•Coached struggling and new associates on the floor to increase CPU scores

•Worked with a group of 21 associates to increase CPU scores an average of 15.97%

•Facilitated team meetings

•Consistently recognizes associates for CPU success and progress

•Reaches out to all associates to provide CPU failure recent trends

Home Loans and Insurance, Collector II February 2011 – September 2011

•Coached teammates to improve stats

•Ensured accurate mortgage loan criteria standards were met

•Became mortgage program specialist with repayment options such as reverse mortgages, refinancing, repayment programs, and short sales

•Ensured accurate documentation obtained for repayment programs

•Constantly followed federal guidelines for mortgage regulations

•Recognizes peers on a weekly basis

•Completed April with a CPU score 95% and customer satisfaction score of 100%

•Provided floor coverage when managers were in meetings

Customer Assistance, Senior Collector II May 2005- February 2011

•Consistently maintained an Exceeds Expectations on paperwork quality

•Selected to be a part of the Charge-off task force, for Exception Fixpay programs

•Selected as a member of first Inward task force

•Excelled in ownership environment

•Initiated customer contact to resolve delinquency and mitigate loan loss

•Managed a portfolio of unsecured credit card loans

Telesales, New Account Specialist September 2003-May 2005

•Promotion to 217B

•Solicited balance transfers and products

•Assisted potential customers through the application process

Education

University of Southern Maine, Portland Maine 2017-2019

Bachelors, Health Science

Southern Maine Community College, South Portland, Maine 2014-2016

Associates, Radiography

Eastern Maine Community College, Bangor, Maine 2005-2008

Medical Transcription

Professional/Educational Affiliations

Mortgage SAFE MLO Course September 2020

Successfully Completed

American Academy of Radiologic Technologist 2016-Present

Active Member

Phi Theta Kappa Honors Society 2014-Present

Southern Maine Community College

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