Tasha Ward
Riverdale
Summary
Results-driven Front Line Manager known for achieving high productivity and efficiently completing tasks. Possess specialized skills in team leadership, conflict resolution, and workflow management. Excel in communication, problem-solving, and adaptability, ensuring smooth operations and positive team dynamics. Experienced Front Line Manager with background in leading remote diverse teams and streamlining processes. Known for strong leadership skills, effective communication, and ability to improve operational efficiency. Have contributed significantly towards improving productivity and maintaining high-quality standards in previous roles. Display keenness for problem-solving combined with capability to motivate team members towards achieving organizational goals.
Overview
14
14
years of professional experience
Work History
Front Line Manager Credit Operations
GreenSky
Atlanta
04.2021 - Current
- Direct remote Credit Operations team within Greensky while providing employee development, improving processes to create efficiencies, and recommending technology enhancements to help drive down origination cost.
- Develop and standardize written policy documentation related to the credit processes and perform training of all new policies and procedures.
- Monitor daily operation levels using dashboards within the phone system as well as Sales Force to make sure excellent productivity and service levels are achieved.
- Create and maintain effective communication with the Credit Management team and other teams to provide feedback, contribute to development and improve business processes to strengthen our overall Customer support effort.
- Initiate performance improvement and quality reviews with Credit Analysts.
- Trained and developed staff on company policies and procedures.
- Managed daily operations and team workflow for efficient service delivery.
- Oversaw customer interactions to ensure satisfaction and compliance.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained important files, running reports, and delivering updates on occupancy and revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Managed daily operations of a staff of 10, including scheduling shifts and assigning tasks.
- Monitored employee attendance records and developed corrective action plans when needed.
- Conducted regular meetings with staff to discuss goals, objectives, progress, issues.
Senior Analyst Credit Operations
GreenSky
Atlanta
06.2015 - 01.2021
- Charged with underwriting applications within department SLA while providing development for onboarding employees.
- Evaluating client's credit data and financial statements to determine the degree of risk involved in extending credit.
- Ensure compliance with applicable policies and procedures.
- Evaluating the financial status of clients by producing financial ratios.
- Analyzing and reviewing loan submission documents, reviewed credit reports input information, analyzed financial documentation.
Quality Coach
GreenSky
Atlanta
01.2014 - 06.2015
- Evaluated customer service phone calls and improving quality by being a good listener and setting clear expectations.
- Reviewed and evaluated 50-100 calls per week for customer service and collections.
- Created and implemented a dispute process for the quality department.
- Coached and developed 30 agents on their strengths and opportunity areas.
- Assisted with the creation of customer service guidelines.
- Provided weekly reports to management and senior management.
- Participated in major department projects and an active role in cross-functional teams to assist in driving quality improvements, processes, and initiative.
Compliance Regulatory Auditor
Wells Fargo
Atlanta
01.2012 - 01.2014
- Forensic auditing of foreclosure, bankruptcy, and loss mitigation files for compliance with regulatory rules, fraud, internal guidelines, and government compliance.
- Performed fact finding investigations involving irregularities and servicing violations by developing and executing testing procedures.
- Completed document review of noncompliant Office of the Comptroller of the Currency (OCC) files for foreclosure and bankruptcy proceedings.
- Created a specialized state-specific manual for OCC project.
- Evaluated loan documentation system to identify investor or regulatory issues.
- Leading provider of banking and lending services.
Education
Master of Science - Business Administration/Human Resources
ARGOSY UNIVERSITY
Atlanta, GA09.2018
Bachelor of Arts - Business Administration/Healthcare Management
ARGOSY UNIVERSITY
Atlanta, GA01.2016
Skills
- Document Review
- Time Management
- Employee engagement
- Coaching and mentoring
- Staff management
- Employee motivation
- Regulatory Loan Reconciliation
- Staff Training
- Compliance Management
- Computer Program
- Process Auditing Skills
- Staff development
- Effective communication
- Conflict resolution
- Critical thinking
- Customer service focus
Affiliations
Hosea feed the hungry Atlanta Ga 2021 to present
References
References available upon request.
Timeline
Front Line Manager Credit Operations
GreenSky
04.2021 - Current
Senior Analyst Credit Operations
GreenSky
06.2015 - 01.2021
Quality Coach
GreenSky
01.2014 - 06.2015
Compliance Regulatory Auditor
Wells Fargo
01.2012 - 01.2014
Master of Science - Business Administration/Human Resources
ARGOSY UNIVERSITY
Bachelor of Arts - Business Administration/Healthcare Management
ARGOSY UNIVERSITY