Quality Control Office Assistant

Rachel M. York

Phone: 703-***-****

Broadlands, VA 20148 www.linkedin.com/in/rachel-york-50a9a33 Email: *******@*****.***

Objective: Obtain a position, utilizing my experience with a vast array of skills.

PROFESSIONAL EXPERIENCE

Loudoun Abused Women’s Shelter, Leesburg, VA 2015 – 2020

Volunteer

Responded to callers on the hotline using a trauma informed approach. Provided crisis intervention, information, and referral support.

Assisted clients staying at the shelter

Provided administrative services at the main office, answering the doors and phones during business hours. Assisted with clerical tasks (filing, data, copies, etc).

Reston Psychological Center, Reston, VA 2018 – 2020

Office Assistant

Answered phones, greeted customers, and scheduled patient appointments

Verified Insurance information and collected payments

Performed filing and other clerical duties

Autism Outreach, Sterling, VA 2017 – 2018

ABA Therapist

Worked with first autistic adult in the program on verbal, artistic, and personal living skills

Guidance Residential, LLC, Reston, VA 2012 – 2014

Quality Control & Risk Management Underwriter

Successfully implemented Quality Control processes to ensure both company and investor standards are met in all aspects of loan origination and post funding. Reported findings to COO, and made recommendations for procedural changes.

Reviewed loans to determine risk of payment default, fraud, and/or repurchase request from investors, based on company and investor standards. Made acceptability recommendations upon evaluating the risk factors.

Responded to investor repurchase claims and mortgage insurance denials, helped rebut claims and cleared multiple repurchases and denials.

Developed processes, procedures and training for post funding group. Trained on TIL/NOR compliance and document compliance. Implemented a post-closing checklist including all state specific documents.

Discovered large number of missing final documents, filed title claims and assisted with a lawsuit against the responsible closing agent. Company recovered over $150,000.

Implemented processes and procedures for trailing documents.

Developed MERS quality control process and procedures. Worked with outside auditors to improve our overall procedures.

Trained underwriters and account executives on risk factors identified by risk reviews, repurchase requests, and current market trends.

ePlus Technology, Herndon, VA 2010 - 2011

Service Contract Specialist

Increased revenue by selling education service and maintenance service support contracts

Mastered all internal sales processes system and procedures

Exceeded monthly, quarterly and annual profit margin sales goals by working with outside customers to generate revenue

Qualified clients for renewal opportunities working with various databases contact and managed clients with in territory

Generated maintenance renewal contracts for ePlus clients

Administrated the order process for maintenance contracts

CDW-G, Herndon, VA 2008 - 2010

Account Manager

Managed inside sales of technology solutions to National Institutes of Health (NIH) accounts

Managed accounts for 10 NIH Institutes with over 1,500 contacts

Assisted managing $52M U.S. Census Bureau contract to provide laptop and peripheral kits for 12 regional Census offices

Developed workflow for ordering kits, preparing kits and delivering to regional offices, to ensure satisfaction of contractual obligations

Utilized sales contract vehicles including: GSA IT Schedule 70, NIH ECS III, and NASA SEWP

iCore Networks, McLean, VA 2007 - 2008

Account Manager

Maintained and serviced existing accounts to ensure excellent customer service

Trained new customers in the use and features of VoIP phones and service

Resolved customer issues with equipment, service, and billing

Acted as liaison between customer and all iCore departments

Assisted existing customers with determining solutions as they required new services and/or equipment

Sold new features and equipment to existing accounts

Renewed expiring contracts for assigned accounts

Option One Mortgage Corporation, Sterling, VA 1999 - 2007

Team Lead

Supervised daily activity of up to 11 associates, adjusting duties and responsibilities as needed

Hired, coached, trained and motivated staff - including performance management and disciplinary action

Managed training and development of Account Managers, including pipeline maintenance, regulatory and compliance policies, guideline changes, sales and negotiating skills, and pricing exceptions

Monitored timely funding/disbursement of loans

Produced and analyzed data contained in operational reports to ensure quality of funded loans

Audited closing loan files to ensure compliance with federal and state laws and company policies and procedures prior to delivery to corporate office

Analyzed and maintained productivity standards within the department

Monitored loan pipeline, ensured conformity to internal compliance policies and customer service standards

Realigned staffing and territories to maintain branch service standards and capacity

Coordinated with outsourcing partners in India to develop Standard Operating Procedures and implement process improvements

Reviewed and signed off on underwriting conditions outside the authority of account managers

Evaluated business decisions and granted pricing exceptions, when justified, for customer service

Interfaced with all branch and corporate departments to resolve customer service issues

Reviewed and audited files for fraud to identify potential risk to the company

PROFESSIONAL TRAINING

BSA/AML Training MGIC Fraud Training Presentation Skills Interaction Skills for Leaders

Professional Selling Interviewing for Excellence Guiding Conflict Resolution Fair Lending Associate Engagement for Leaders Strategic Account Management Youth Mental Health First Aid Adult Mental Health First Aid LAWS Sexual Assault and Domestic Violence Volunteer Training Mandated CPS Reporter Opioid Overdose Training

EDUCATION

Northern Virginia Community College - Annandale, VA

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