United States Data Entry
Resume:
Dondra L Hayes
Portfolio Recovery Analyst
McDonough, Georgia, United States
*********@*****.***
SUMMARY
Finance Professional Results-driven finance and operations professional with 30+ years at Fortune 500 firms including Morgan Stanley and Synchrony Financial. Proven expertise in financial services, asset recovery, healthcare administration, regulatory compliance, SAS analytics, equity plan administration, and stakeholder communications. Adept at leading cross-functional teams, driving automation, and optimizing recovery strategies within regulatory frameworks. Lean Six Sigma Green Belt trained with strong technical acumen in enterprise platforms including Salesforce, SAS, Verint, and SharePoint.
WORK EXPERIENCE
September 2024-Current
Portfolio Recovery Analyst
Greensky
Atlanta, Georgia, United States
Monitors and analyzes a portfolio of delinquent accounts exceeding $2M, initiating strategic outreach campaigns to mitigate risk.Negotiates and restructures 40+ payment plan monthly, increasing collections efficiency by 18%.Resolves high-impact billing disputes through cross-functional coordination with legal and finance departments.Ensures full compliance with FDCPA and state regulations, maintaining a 100% audit pass rate.Documents and track customer engagements in CRM with 99.5% accuracy, supporting internal reporting. May 2022-May 2024
Equity Compensation Administrator
Morgan Stanley
Alpharetta, Georgia, United States
Managed global equity plans, resolving 1,500+ ESPP inquiries across multiple time zones using Salesforce.Administered equity compensation transactions valued at over $10M, ensuring accurate processing and tax compliance.Achieved a 98% satisfaction rate across internal audits and SLA-based performance metrics.Partnered with tax and legal teams to mitigate compliance risks, contributing to zero-reportable audit findings. July 2021-April 2022
Veteran Healthcare Support Analyst
Maximus Federal
Atlanta, Georgia, United States
Handled 100+ inbound calls daily for VA medical scheduling, maintaining sub-5-minute average handle time.Applied HIPAA protocols to safeguard sensitive data, contributing to 100% audit compliance.Coordinated with cross-functional teams to resolve scheduling conflicts, improving overall appointment efficiency by 15%. April 2021-July 2021
Public Health Outreach Specialist
CDC VAX Project
Atlanta, Georgia, United States
Scheduled 1,000+ COVID-19 vaccine appointments, balancing logistics for optimal regional deployment.Managed large call volumes while achieving a 97% first-call resolution rate.Adapted to evolving CDC guidelines, contributing to 100% compliance and customer clarity during outreach.
August 2020-October 2020
Enumerator
United States Census Bureau
Atlanta, Georgia, United States
*Conducted 15+ daily interviews to collect demographic data for national census completion.
*Achieved a 98% completion rate for assigned census tracts through diligent outreach.
*Maintained accuracy and protocol compliance, contributing to final reporting used for federal funding decisions. July 1990-September 2019
Financial Recovery Strategy Lead
Synchrony Financial/GE Capital
Atlanta, Georgia, United States
*Oversaw a $200M+ portfolio of distressed assets, optimizing sales and recovery strategy execution.
*Developed and maintained SAS-based dashboards to track vendor performance and executive metrics.
*Conducted in-depth reconciliation on transactions to ensure 100% audit accuracy and compliance.
*Partnered with Risk, Legal, and Compliance to reduce audit exceptions by 35% YoY through enhanced FCRA and AML oversight.
*Delivered a 15% lift in post-sale recoveries by identifying and resolving portfolio inefficiencies.
*Processed 5,000+ e-OSCAR disputes with 99.8% accuracy, safeguarding Synchrony’s credit reporting integrity.
*Automated reconciliation workflows, reducing processing time by 25% and elevating team productivity.
*Mentored junior analysts and upskilled cross-functional teams on asset verification and fraud detection.
*Enhanced forecasting accuracy by integrating trend analysis into vendor performance reviews.
*Conducted deep-dive analytics using SAS, uncovering $5M in under-recovered assets. EDUCATION
-2023
Bachelor of Business Administration (BBA)
Strayer University
Chamblee, Georgia, United States
Bachelor of Business Administration (BBA), Healthcare Administration Concentration
• Healthcare Administration
SKILLS
Salesforce.com HIPAA (Health Insurance Portability and Accountability Act) Regulatory Compliance Fair Credit Reporting Act (FCRA) Financial Services Healthcare Administration Statistical Analysis System (SAS) Stock Administration Cross-Functional Automation Regulations Lean Six Sigma Microsoft SharePoint Training/Teaching Process Improvement Leadership Time Management Customer Relationship Management (CRM) Risk Fair Debt Collection Practices Act (FDCPA) Data Analysis LexisNexis Kronos Products Avaya Software Project/Program Management Asset Management Service Level Agreement (SLA) Staff Training Disaster Recovery Reporting Dashboards Coaching Probate Cross-Training Maintain Compliance Team Lead/Manager Auditing Productivity Management Performance Management Performance Metrics Bankruptcy Legal Legal Support Skills Documentation Training Program Litigation Internal Audit Tax Regulations Risk Management Analysis Skills Demographics Funding Data Collection Portfolio Analysis Billing Past Due Accounts Finance Campaigns Negotiation Skills State Laws and Regulations Credit and Collections Risk Analysis Financial Strategy Reconciliation Mentoring Post-Sales Forecasting Trend Analysis Performance Reviews Vendor/Supplier Evaluation Performance Analysis Sales Strategy Public Health Call Volume Centers for Disease Control and Prevention (CDC) Logistics Telephone Skills Six Sigma Green Belt Money Laundering Fortune 500 Customers Financial Operations CERTIFICATIONS
Lean Six Sigma Green Belt (Trained)
Lean Six Sigma White Belt (Certified)
Anti-Money Laundering (AML) Training
HIPAA Compliance (Trained)
Bloomberg Market Concepts (In Progress)
HONORS & AWARDS
Achieved a 98% satisfaction rate across internal audits and SLA-based performance metrics. Partnered with tax and legal teams to mitigate compliance risks, contributing to zero-reportable audit findings. Managed large call volumes while achieving a 97% first-call resolution rate. Adapted to evolving CDC guidelines, contributing to 100% compliance and customer clarity during outreach. Achieved a 98% completion rate for assigned census tracts through diligent outreach. Conducted in-depth reconciliation on transactions to ensure 100% audit accuracy and compliance. Partnered with Risk, Legal, and Compliance to reduce audit exceptions by 35% YoY through enhanced FCRA and AML oversight.
Delivered a 15% lift in post-sale recoveries by identifying and resolving portfolio inefficiencies. Processed 5,000+ e-OSCAR disputes with 99.8% accuracy, safeguarding Synchrony’s credit reporting integrity. Automated reconciliation workflows, reducing processing time by 25% and elevating team productivity. Increased asset recovery yields by 20% YoY by deploying performance dashboards and audit tools. Digitized legacy email workflows into a Support Central platform, reducing manual requests by 70%. Handled 100+ accounts weekly, achieving a 92% recovery rate within assigned segments. Streamlined repayment protocols, contributing to a 25% decrease in average account delinquency. LANGUAGES
English - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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