Bernadette McCorvey-Henderson

**** *** ****, *******, ** 77085, Cell 832-***-**** adym2n@r.postjobfree.com

Highly motivated, result-oriented professional with over 20 years of combined experience in effective Customer Relationship and Account Management. Strong developer of client relationships. Strategically successful with portfolio management. Adept at profiling clients for current and future business opportunities

Areas of Expertise

●Client Research and Retention

●Client Relationship Management

●In-House Account Management

●Marketing and Up selling of Products & Services

●Forecasting and Risk Analysis

●CRM Account Management

●Profitability Account Analysis

Technical Skills

●Account Information Management Systems

●CRM Sales Force

●SharePoint

●Microsoft Office Suite

●State Of Texas Notary

EXPERIENCE

U.S. Small Business Administration (ODA)_ Houston, TX Sept 2017 – Current

Disaster Relationship Specialist- Intermittent (Field / Remote)

Disaster Customer Service – (Escalation Remote) Telework

●Non Face to Face (Telework) - Assisting disaster home owners and business loan applicants' with the SBA Disaster Loan Application Program.

●Remote / Face to Face - Counsel and communicate clearly the details of SBA's disaster loan program and requirements for the completion of the ELA ( Online Application) for Home and Business loans.

●Internal communication with the Team Leads, FEMA, IRS, and Mitigation teams - cohesively assisting the borrower with other alternatives or available opportunities.

●Notarize legal documents (Note, Deed Of Trust, Mechanics Lien) and explain procedures, and requirement for recording the legal documents.

●Close Disaster loans with borrowers after confirmation of identities and signatures of necessary documents are obtained. Explain loan-closing documents clearly to borrowers. Assists the borrowers with the closing of unsecured and secured home and business loans

●Properly secure documents and information received from customers to ensure protection of the customer's privacy.

●Due Diligence – Reviewed the loan packages for compliance with SBA quality standards and report any missing documents or necessary changes that are needed before the customer arrives for their set appointment.

FIRST DATA / TELECHECK - Houston, TX 1996 – 2016

Relationship Portfolio Account Manager (2006 to 2016)

Managed and directed multiple technology offerings in support of TeleCheck products and services with a focus on Implementation, 90 day boarding operational process, In-House customer outreach and retention. Accountable as a trusted advisor, consultant and market industry expert to foster a successful business relationship with TeleCheck and FDMS clients. Facilitated semi-annual account reviews with the goal of renewal retention. Proficiently monitored and analyzed key performance indicators, such as revenue, profitability, expenses and risk-related drivers.

Key Highlights:

●Partnered with internal and external executive managers, Corporate Business Consultants or Account Executives to perform in-depth analysis to meet industry-wide payment solutions.

●Maintained relationships for more than 300 clients. Aided in improving retention for the smaller to mid-size business customers by more than 20%.

●Executed contract negotiation and competitive pricing of merchant processing accounts.

●Scheduled and conduct reviews with Controllers and Finance Personnel of client companies to review past performance while implementing trend analytics, and operational solutions to ensure positive operational growth.

●Provided proprietary industry information and tailored solutions to provide efficient operations for my clients.

●Prepared forecasts, analyzed finance, created profitability reports, and researched ROI on assigned portfolio

●Conducted quarterly account reviews and risk analysis while determining and maintaining account retention; and profitability for portfolio of over 300 accounts valued at 6.4Mil.

●Reviewed and maintained the relationship and revenue of assigned Acquiring card accounts valued at $2Mil to $10Mil

●Analyzed and explained electronic funding for credit card interchange and commercial fees.

●Prepared batch detail reports, and explained reporting and procedures to clients.

National AR and Billing Research Analyst / Senior AR Specialist (1996 to 2006)

Key Highlights:

●Communicated root causes of billing issues with appropriate groups, departments, and personnel as well as the necessary actions.

●Prepared Pre and Post Bankruptcy Billing Statements once Bankruptcy Cases are received.

●Handle business to business transactions and spreadsheet billing for Large Commercial/Industrial customers.

●Reported and determined the percent of uncollectible dollar amount on all 90 days past due accounts that are billed over $100k annually

●Handled business to business transactions and spreadsheet billing for large Commercial / Industrial customers.

●Approved and applied billing credits upon research and determined Write Off amounts on a per account basis.

●Managed $25Mil accounts receivable portfolio and 80% collection rate

●Assisted in the development of training manual to enhance collection ability for team members

●Provided customer retention through interaction with Internal Relationship Managers, and External Managers and Controllers of National and Mid Market accounts

VOLUNTEER

Area Representative Nov 1998 – Dec 2003

Center For Cultural Interchange / _ Houston, TX

● Assisted in arranging foreign exchange students from around the world to be placed with American host families

● Quality Assurance - Assigned to place approved host families with six Exchange Students from Germany, Japan, Africa, and Brazil.

●Quality Control - Responsible for reaching out to students once a week by phone and meeting with them once a month face to face for one on one consultation.

●Planned bimonthly fun-filled activity; assessing the comfort of their stay with the assigned host- family.

Court Appointed Special Advocate Mar 2013 – Sep 2015

Child Advocates Youth Social Services Organization / Houston, TX

●Child Advocate: Provided the court with updates on the child vs. parent communication during foster care program - which aided in determining guardianship outcome.

●Throughout the case, maintained contact with everyone involved in the children’s lives such as: foster parents, biological parents, therapists, Child Protective Services caseworkers, and attorneys appointed by the court.

●Recognized and responded to Childs’ socio economic needs by ensuring the children were receiving the medical and psychological assistance.

●Met with teachers and principals to help the children thrive in school.

EDUCATION

Doctorate Of Management in Organizational Leadership (ABD)

●Completed advanced study and research for Doctor of Management (D.M)

in Organizational Leadership.

Masters of Human Resource Management (MHRM)

●University of Phoenix, Houston-TX

Masters of Business Administration (MBA)

●University of Phoenix, Houston-TX

Bachelors of Business Management (BSBM)

●University of Phoenix, Houston-TX

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