Control Analyst Call Center

Cynthia P. Everhart

Leesburg, VA *******@*******.*** 703-***-****

EDUCATION

STRAYER UNIVERSITY (Washington, D.C) (1992-1997)

Bachelor of Science in Business Administration, Graduated December 1997 CUNA

Lending certification (1998)

Northern Virginia Community College

Credit Union Accounting – (1996)

American Institute of Banking

Attended American Institute of Banking and credit union-affiliated courses in business writing, accounting, marketing and retirement compliance

(1987-1990; certifications received in each course) Washington Business School: (Tyson’s Corner, VA)

(January 1991- September 1991)

Micro-computer Certificate

Actively Commissioned as a Notary Republic for the States of Virginia and Maryland CAREER SUMMARY

Branch Manager III / NASA Federal Credit Union – NASA Headquarters Washington DC November 09 – Present Supervises branch operations, new account personnel and MSA lending functions. Provides management, staffing, and training support to enterprise branches. Maintains Share Branch Kiosks, ATM, Instant Issue, Coin Counter and Cash Dispensers. Performs Consumer Loan Underwriting and Fraud Review for online loan applications. Trains new branch managers in branch operations, policy and staff development. Provides highly personalized service that builds and strengthens member relationships. Responds to a broad range of inquiries, resolving a wide variety of technical and mechanical issues. Tracks branch sales, production, training, and transactions in order to increase Branch efficiency Regularly attends business development events.

Provides support to call center, lending and fraud. technical and operational problem solving. Notary Public for both the States of Virginia, Maryland and District of Columbia. Sr. Program Control Analyst/ SI International, Reston VA (February 08 – March 09) Program Control Analyst on contract with the Department of Homeland Security for a cost-plus award fee (CPAF), firm fixed unit price (FFUP) and time and material (T&M) contract. Analysis and compilation of project data to insure accurate reporting to government Subcontractor Relations. Evaluated and reviewed subcontractor invoices to identify inaccuracies and ensure contract compliance. Developed a subcontractor monthly performance review. Responsible for government deliverables, such as, the contract’s monthly Program Status Report (PSR) and the Overall Management Analysis (OMA) provided in the PSR.

Managed the development of the weekly Items of Interest (IOI) contract report. Managed tracking contract penalties and quality scores. Reviewed purchase orders and completed purchase requisitions. Created spreadsheets for monthly subcontractor reporting and funds tracking. Assisted in the development of production software, tracking performance requirements, testing and assigning credentials. Coordinated efforts between team members to ensure the timely reporting of contract deliverables. Assistant Manager, Loudoun Credit Union, Leesburg VA (January 1999-February 2008) Supervised daily operations, managing a team of front and back-office employees and lending functions. Assisted employees with daily branch balancing and performed new account quality control. Supervised lending functions as well as provided back up underwriting support. Reviewed and finalized loan application files, identifying discrepancies in income, appraised value, credit history. Maintained collections, including repossession and sale of vehicles. Performed both consumer and second mortgage underwriting. Member of the Credit Committee.

Analyzed, traced, and tracked financial transactions, including wire and money transfers, ATM transactions, cashier’s checks, mortgage installments, loans, credit card activity, tax payments and account reconciliation. Verified and approved all new accounts and tracked closed accounts. Researched NSF and fraudulent items, error reports, exception items, etc. Implemented cash control policies and procedures as well as policies provided in the employee handbook. Credit Card Coordinator investigating and processing all Visa check card disputes, charge backs and charge offs. Individual Retirement Account Coordinator, annual training to keep the CU informed of compliance updates. Performed quality control for IRA transactions and issued tax forms for reporting. Reviewed and updated Credit Union compliance in the areas of lending and new accounts to ensure accurate disclosures. Reconciled monthly general ledgers and performed other accounting duties, such as, payables and receivables. Managed collection efforts for delinquent loans, credit cards and accounts as well as the repossession process for vehicles Held in house sealed bid auctions and dealer sales for repossessed vehicles. Conducted legal action when necessary for fraudulent activity and delinquencies. Trained and supervised employees in branch operations and sales strategies Implemented check imaging for daily deposit items. Provided backup support and assistance for FedLine processes (ACH, check files, domestic and international wires) as an essential staff member during inclement weather or the absence of operations staff. Notary Public for the State of Virginia

SKILLS

• Previous experience in Branch Management prior to 1996

• Versed in Accounting Standards and Banking Regulations

• Highly efficient managing branch operations and problem solving

• Demonstrated expertise in financial lending processes; documented record of success for driving personal and team sales revenues

• Expert knowledge of banking standards, regulations and procedures

• Effective written and oral communication skills with diverse socio-economic groups

• Proficient in MS Word, Excel, PowerPoint, Outlook, including Symitar, as well as other operating systems

• Excellent accounting skills and mathematical aptitude

• Strong analytical and technical problem-solving skills; works well independently and in a team environment

• Highly organized with ability to prioritize goals for completion in a time sensitive, regulatory work environment

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