Operations Management Data Analyst
Resume:
Tamekia Gonzales
Dallas, GA 30132
adzywc@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
Results-oriented professional with a proven track record of exceeding targets and fostering a client-centric approach. Experienced in operations management within customer-based industries. Adept at coaching and developing teams to deliver outstanding results. Strong communicator with exceptional verbal and written skills, and the capacity to make independent decisions. Proficient in Microsoft Office business applications and departmental budgeting. Excellent time management skills, ability to work well under pressure to extinguish deadline driven goals. Proactive, self-starter committed to creating a culture of excellence, quality, service, and profitability.
PROFESSIONAL EXPERIENCE
TRUIST - Atlanta, GA
Processing Manager
Nov 2021 – Nov 2022
Consistently ranked among the top 3 processing managers, strategically managing compliance, quality, production, and client experience for a team of 10 processors.
Leveraged multi-location, retail operations management experience to ensure a client first approach in delivering exceptional client service.
Oversaw daily reporting and processing assignments for the team, including managing up to 20+ teammates during manager absences.
Managed ECOA, risk reporting, loan quality, compliance, and fraud-related issues to maintain high-quality standards and client satisfaction.
Developed and coached team members to achieve their full potential, emphasizing client first values.
Led recruitment and development efforts for new teammates, conducted performance reviews as well as merit increase budgeting.
Initiated daily huddle calls and weekly pipeline meetings to ensure smooth operations and client satisfaction.
Resolved client and sales escalations, teammate issues, and post-closing matters.
Acted as a Subject Matter Expert for various change initiatives and projects.
TRUIST - Atlanta, GA
Operations Manager
Feb 2021 – Nov 2021
Applied operations management expertise to lead a team of 10 processors, 7 closers, and 4 underwriters.
Ensured compliance, loan quality while aligning with a client-centric approach.
Recruited, trained, and developed new team members, emphasizing coaching for excellence.
Conducted daily huddle calls and weekly pipeline meetings to resolve any issues promptly.
Effectively addressed client, sales, and teammate escalations, prioritizing client satisfaction.
Communicated with executive management on a regular basis regarding department projections and goals.
Contributed as a Subject Matter Expert for various change initiatives, data analyst and projects.
CERTAINTY HOME LOANS - Kennesaw, GA
Sr. Processor/Junior UW
May 2020 – Feb 2021
Demonstrated a high-quality approach in maintaining an organized workflow log for efficiency.
Reviewed client applications, credit, assets, income, and supporting documents for various loan types.
Collaborated with underwriters to expedite loan processing while maintaining a commitment to excellence.
Ensured client satisfaction through the regular communication of each phase in the process.
Coached and assisted fellow teammates to enhance their skills in alignment with company needs.
Proficiently worked with underwriters to minimize client requests while maintaining loan quality.
TRUIST - Atlanta, GA
Sr. Processor
July 2016 – May 2020
Reviewed loan applications and documents for accuracy and compliance.
Collaborated with underwriters and loan officers to complete files for approval.
Maintained customer communication and completed required courses for compliance.
Provided training and assistance to teammates and new hires.
Proficient in Empower, TRID processes, and regulations.
TRUIST - Atlanta, GA
Senior Closer
March 2016 – June 2016
Maintained an organized workflow log and reviewed closing files.
Ensured data validity against documentation to minimize errors.
Conducted final Desktop Underwriter checks and reviewed funding documents.
Completed necessary compliance courses and provided training to new hires.
Proficient in Empower, TRID processes, and regulations.
TRUIST - Atlanta, GA
System/Procedures Analyst III/Change Management
July 2015-February 2016
Trained and supported processors, underwriters, and closers on the Empower system.
Enforced adherence to policy and procedure manuals via side-by-side testing.
Assisted with process mapping, procedures development and conducted onboard training.
Collaborated with operational units to analyze data to improve business processes.
Facilitated training on new procedures and changes.
Served as a liaison between change management and executive leadership.
TRUIST - Atlanta, GA
Senior Closer
March 2013 – June 2015
Maintained an organized workflow log and reviewed closing files.
Ensured data validity against documentation to minimize errors.
Conducted final Desktop Underwriter checks and reviewed funding documents.
Completed necessary compliance courses and provided training to new hires.
Proficient in Empower, TRID processes, and regulations.
EDUCATION
Academy of Computer Careers - Sewell, NJ
Business and Health Systems Administration cert.
Attended 1995-1997
SKILLS
Toastmaster - VP of Membership Prommis Toastmasters Professionals
Operations management, budgeting, merit increase proposals
Financial statement, P&L and tax return interpretation
Excellent verbal and written communication skills
Process mapping and procedure writing
Home Health Care and Patient Care
REFERENCES
Available upon Request
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