Tasha Ward
Riverdale
Summary
Experienced Front Line Manager with a proven track record in team leadership and process improvement in credit operations. Skilled in conflict resolution, communication, and maintaining high productivity standards. Esteemed for proficiently managing remote teams and elevating operational effectiveness to accomplish organizational aims.
Experienced with front-line management, ensuring smooth operational workflows and team coordination. Utilizes strategic planning and effective communication to achieve organizational goals. Strong understanding of leadership principles and conflict resolution, driving team success.
Overview
11
11
years of professional experience
Work History
Front Line Manager Credit Operations
GreenSky
Atlanta, GA
04.2021 - 09.2025
- 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, GA
06.2015 - 12.2020
- 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, GA
08.2014 - 09.2015
- Evaluated customer service phone calls and improved quality by being a good listener and setting clear expectations.
- Reviewed and evaluated 50 to 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.
Education
Bachelor of Science - Business Administration
ARGOSY UNIVERSITY
Atlanta, GA12-2016
Master of Science - Human Resources Management
ARGOSY UNIVERSITY
Atlanta, GA09.2018
Skills
- Salesforce proficiency
- Remote team management
- Process improvement strategies
- Credit underwriting expertise
- Technology integration
- 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
- Innovation and creativity
- Customer service
Affiliations
Hosea feed the hungry Atlanta Ga 2021 to present
Timeline
Front Line Manager Credit Operations
GreenSky
04.2021 - 09.2025
Senior Analyst Credit Operations
GreenSky
06.2015 - 12.2020
Quality Coach
GreenSky
08.2014 - 09.2015
Bachelor of Science - Business Administration
ARGOSY UNIVERSITY
Master of Science - Human Resources Management
ARGOSY UNIVERSITY
References
References available upon request.