May 2025 – Present · 11 mos

Mar 2021 – May 2025 · 4 yrs 2 mos

Jul 2017 – Mar 2021 · 3 yrs 8 mos

• Responsible for making operational decisions and setting strategic goals for the department
• Hire, train and mentor operations and account managers
• Forecast departmental needs and current capacity in order to better measure resource utilization
• Identify opportunities for software enhancements
• Actively analyze metrics and create action plans to address major issues, put additional controls in place as needed
• Establish key performance and risk indicators for clients and ensure the department is meeting or exceeding those set guidelines
• Developed a training program for our offshore team in order to handle the same client base

Mar 2013 – Jul 2017 · 4 yrs 4 mos

• Responsible for hiring and training new analysts and setting workflow priorities
• Hire, train, and mentor a team of analysts
• Measure, communicate and manage to meet weekly operations dashboard metrics
• Establish and introduce policies and procedures to the team
• Ensure weekly status meetings are occurring within the team
• Create and maintain all operational documents and training materials
• Perform mid-year and year-end performance review for direct reports

Aug 2006 – Mar 2013 · 6 yrs 7 mos

• Responsible for leading and guiding team performance and maintaining performance metrics
• Interprets documentation for each credit facility by reviewing the credit agreement, interest rates, payment dates, facility limits, and maturity dates
• Audit trades and activity to ensure that it is correctly processed in Wall Street Office
• Lead my team in identifying and resolving bank loan issues
• Resolve lender issues regarding payment discrepancies and commitment differences
• Process and communicate the details of amendments to all lenders
• Develop and organize educational documents for daily activity processing
• Identify opportunities for software enhancements
• Hold weekly meetings with team to go over performance metrics and provide areas that the team can work on to improve performance
• Perform mid-year and year-end performance reviews for team
• Present team’s progress twice a year to management