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Vernell Stokes-Rogers adydnh@r.postjobfree.com • LinkedIn

Aberdeen, MD • 443-***-****

Summary

Senior Business/Financial Analyst

Seasoned, analytical, and solution-oriented professional offering 18+ years of expertise in conducting financial analysis, managing operations, and consistently driving revenue and profit. Offering comprehensive experience in Outsourcing Business Operations, sales, finance, budgeting, product planning, and call center operations within the finance industry. Solid understanding of the commercial insurance business process and the fundamental role of loss control and compliance risk management in the financial services industry. Excellent communicator able to nurture productive relationships with stakeholders, Supplier Management and customers, and skillfully build, lead, and mentor high-performance teams. Proficient in Microsoft Office Suite, Excel, Quick Books, Workday, Salesforce, SharePoint, Tableau, and RUMBA AS400 Areas of Expertise

• Financial Reporting

• Project & Risk Management

• Financial Auditing & Analysis

• Business Development

• Regulatory Compliance

• Operations Management

• Team Building & Training

• Client Relationship Management

• Budgeting & Forecasting

Accomplishments

● Upheld financial targets by consistently meeting service levels of 70% and maintaining aged inventory rate below 5% for Total Loss Deficiency and Lease portfolio while working as a Total Loss Supervisor.

● Saved considerable costs to the company by introducing and implementing Total Loss process modifications to reduce the need for overtime by 25%.

● Seamlessly oversaw the first-ever transition of 144 employees from office setting to work-from-home environment during the pandemic without compromising on departmental and financial productivity. Career Experience

Toyota Financial Services, Owings Mills, MD 2004 – 2022 Total Loss Supervisor 2020 – 2022

Managed 24-member lease portfolio and deficiency team while streamlining total loss operations. Identified underperforming metrics and compliance errors and accordingly proposed efficient resolutions. Introduced total loss scorecard and ranges and rolled out total loss charge-off remediation process. Steered strategic direction, coaching, and development of team leaders and associates, in line with internal policies and procedures. Informed direct reports of changes in internal policies while managing any implications to the department. Fostered relationships with key stakeholders and vendors, oversaw management of third-party suppliers, and onboarded supplier management, and planning and support teams. Submitted daily report of operations. Completed monthly End-of-Month tasks including physical inventory, collected, analyzed, and processed reports from multiple sources regarding monetary operations of business.

● Deliver Balance Sheet reporting and analysis as needed for Business Unit and Finance Management on a daily, weekly, and monthly basis, including commentary and required documentation.

● Collaborate with Debt Management, Risk Management, Technology, Operations, and other Controllers on a day-to-day basis to ensure accurate reporting and analysis.

● Prepared due diligence review decks and led weekly and monthly discussions with key stakeholders. Customer Service Supervisor 2018 – 2020

Trained and mentored business associates to ensure efficient and exceptional customer service delivery while also conducting one-on-one coaching sessions for associates. Addressed escalations and sensitive or complex client issues. Assessed performances to boost accuracy and departmental efficiency in line with projected needs, predefined objectives, and standard policies and procedures. Implemented changes in policies and provided best practices to peers to enhance productivity. Screened, recruited, and trained qualified candidates to build a high-performing team. Managed attendance through MyTime approvals, and instance management. Evaluated historical, current, and forecast data to determine opportunities for development and enhancement.

● Successfully ran ‘Jumpstart January’, an annual department campaign initiative to prevent and minimize department shrinkage.

● Directed enterprise corporate calls across all three regions to ensure the usage of the ABS (Always Better Service) call strategy by associates to promote agent satisfaction and one-call resolution.

● Oversaw performance management, recognition, and reward programs, including monitoring and evaluating staff performance and Medallia Surveys. Total Loss Resolution Specialist 2016 – 2018

Provided resolutions for simple and complex issues alike to 60+ associates and corporate partners. Documented Enterprise escalations, compliance concerns, and recurring concerns to track performance trends for augmenting efficiency. Steered communication flow by monitoring follow-up queues, mails, faxes, and callback requests. Addressed escalations and resolved sensitive issues. Oriented associates on novel customer care concepts, trained new hires on company policies and procedures and facilitated coaching opportunities for supervisors.

• Collaborated with Legal, department managers, supplier management, Enterprise Compliance, Privacy, and subject matter experts to bridge the gaps in internal business practices and processes.

• Responded to attorney demand letters, on-line complaints filed on the BBB (Better Business Bureau) website, on-line complaints filed with the Business Consumer Alliance (BCA), other non-regulatory agencies, and inbound phone calls from various internal/external channels, averaging 125 complaints per month.

• Provided timely resolutions to customer credit dispute complaints that have escalated to the highest corporate level within the organization.

Total Loss Peer Coach/Coordinator 2009 – 2016

Mentored team members and corporate partners on ABS Coaching Mentor, IDEA feedback and clear expectations, while steering service and associate developmental planning through weekly account reviews and audits. Oversaw process change identification, implementation, and training while serving as a project manager. Contributed to interview, selection, and onboarding of new hires, including initiating system access for new hires.

• Capably represented Total Loss in HR-led recruitment and staffing meetings.

• Successfully directed department goals by monitoring service levels and charge-offs, reviewing departmental queues, and coordinating with supervisors and management for complex issues Contract Audit Analyst 2008 – 2009

Established accounts’ eligibility for rewrite and/or redemption of vehicles. Utilized CDS/ITS Cash Disbursement System & Inventory Tracking System to process rewrites and manage client accounts and contracts. Built rapport with clientele by regularly conveying payment history and status, monitoring transactions, thoroughly following instructions for capturing rewrite data, and addressing any client concerns. Filed copies of tab calculators, inputs, cover letters, and amendments intended to mail or scan. Assisted colleagues and leadership staff, and incorporated feedback from teammates to improve efficiency. Audited and processed monthly reports.

Additional Experience

Collections Customer Service, Toyota Financial Services, Owings Mills, MD Mental Health Case Manager, Therapeutic Wellness Services, Inc., Baltimore, MD Education

Leadership Curriculum Development Certification Program Business Administration and Management Certification Program

University of Delaware, Newark, DE

Certifications & Training

Project Management Professional Certification

Harford Community College

Data-Driven Decision-Making series: Data Foundations, The Art of Critical Thinking and Bias, and Formulating the Business Problem

TFS Academy

Affiliations

Chair - Women Impacting and Influencing Toyota (WIIT) Diversity Equity and Inclusion, Advisory Board Council Chapter Chair Member, 4/2016 – 9/2022 Business Administration and Management, Bachelor of Science Bowie State University, Bowie, MD

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