Making the difference
Paul Anthony Knight
2383 Akers Mill Rd Apt C12
Atlanta, Ga, ------------492
A well rounded employee seeking a growth-oriented atmosphere. My talents will be an asset to your business
Work Experience
Wells Fargo (AppleOne) -Charlotte,NC
Commercial Customer Care/Collections
January 2019 - April 2019
-Make and take outbound/Inbound customer inquiry calls related to past accounts, balances, transactions, past due & current payments. Service business credit cards, lines of credit, mortgages and other business banking products.
-Place daily calls from data pulled on business delinquency. Assists customers with hardship workout plans and rehabilitation
-Process payments on current and past due accounts while following all FDCPA collection practice laws
-Build and develop existing business banking relationships based customer needs and goals
Ally Financial (Lancesoft)- Charlotte, NC
Mortgage Quality Analyst-September 2017-October 2018
-Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
-Perform back office junior underwriting functions related to mortgage approval process. Review and record data of current application process and procedures
-Assesses current business process to identify areas of opportunity and growth. Assists in implementation and updates to current processes
-Reviews and analyzes data from accepted daily mortgage applications. Responsible for recording data, maintaining daily, weekly and monthly data reports for presentation
-Collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark
measurements. Assess and document program lessons learned.
Fleetcor- Norcross, Ga
Regional Outside Sales Manager-May 2016 to April 2017
-Oversight of territory research for all business in multiple zip codes in multiple states
-Research business articles to speak with CEO, CFO, owners, controllers and top decision makers for potential business meeting. In-person or web
-Build, develop and maintain business relationships with current and prospective clients
-Maintain and upkeep all files and data relating to business for the duration of the business relationship (EOY financials, account logs, transaction reports etc)
-Responsible for following up and maintaining business relationships by resolving customers issues, payment processing, account research and products
Fred J. Hanna & Associates - Marietta, Ga
Quality Assurance/Compliance Analyst III-August 2014 to January 2016
-Monitor calls for various clients and the U.S. Department of Education to ensure all company, client, and federal guidelines are met
-Audit and score inbound/outbound calls for FAMS clients and for The U.S. Department of Education Loan Rehabilitation Programs to ensure compliance guidelines are met
-Point of contact for assigned contact center to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards.
-Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
-Identify Continual Improvement and Corrective Action Preventive Action (CAPA) opportunities.
Creates and reports speech and text analytics
to discover emerging trends and identify opportunities for category improvement.
-Perform internal audits, collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark measurements. Assess and documents program lessons learned.
-Become familiar with job-relevant CQA Standard Operating Procedures (SOPs).
Facilitate call recording listening sessions.
Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
First Investors Financial Services - Atlanta, Ga-Quality Assurance/CAD-February 2009 to July 2014
-Perform internal audits, collaborate with team members, recommend, develop, and implement process improvements. Grades calls in accordance with compliance laws, monitored reference guides, company policies, FDCPA and RESPA guidelines
-Reviews company systems and draws educated conclusions from the analysis of applications, financial data, and various loan documents.Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
-Regularly meets with Senior Management to discuss monitoring performance, analyze needs, and identify training gaps observed with each business model.
-Audit and support Customer Care, Bankruptcy, and collections agents to ensure a high level quality is implemented and monitored
Education
Anderson College (University)- Anderson, SC
August 1998 to August 2001
Business Management/Accounting
Harding University High School- Charlotte, NC-1994-1998
General Studies
Baseball Team
Skills
QA, Organized, Selenium, Customer Care, Collections, QTP, UFT, Quality Assurance, Microsoft Office. Excel, Access, PowerPoint (10+ years)
Groups
Men 4 Change-(2003-present), ASCAP (2004-present), Go Green Team-(2009-current)
Additional Information
1994-1998 Harding University High School Baseball
Varsity Baseball Team Captain (1996-1998)
Paul Anthony Knight
2383 Akers Mill Rd Apt C12
Atlanta, Ga, ------------492
A well rounded employee seeking a growth-oriented atmosphere. My talents will be an asset to your business
Work Experience
Wells Fargo (AppleOne) -Charlotte,NC
Commercial Customer Care/Collections
January 2019 - April 2019
-Make and take outbound/Inbound customer inquiry calls related to past accounts, balances, transactions, past due & current payments. Service business credit cards, lines of credit, mortgages and other business banking products.
-Place daily calls from data pulled on business delinquency. Assists customers with hardship workout plans and rehabilitation
-Process payments on current and past due accounts while following all FDCPA collection practice laws
-Build and develop existing business banking relationships based customer needs and goals
Ally Financial (Lancesoft)- Charlotte, NC
Mortgage Quality Analyst-September 2017-October 2018
-Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
-Perform back office junior underwriting functions related to mortgage approval process. Review and record data of current application process and procedures
-Assesses current business process to identify areas of opportunity and growth. Assists in implementation and updates to current processes
-Reviews and analyzes data from accepted daily mortgage applications. Responsible for recording data, maintaining daily, weekly and monthly data reports for presentation
-Collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark
measurements. Assess and document program lessons learned.
Fleetcor- Norcross, Ga
Regional Outside Sales Manager-May 2016 to April 2017
-Oversight of territory research for all business in multiple zip codes in multiple states
-Research business articles to speak with CEO, CFO, owners, controllers and top decision makers for potential business meeting. In-person or web
-Build, develop and maintain business relationships with current and prospective clients
-Maintain and upkeep all files and data relating to business for the duration of the business relationship (EOY financials, account logs, transaction reports etc)
-Responsible for following up and maintaining business relationships by resolving customers issues, payment processing, account research and products
Fred J. Hanna & Associates - Marietta, Ga
Quality Assurance/Compliance Analyst III-August 2014 to January 2016
-Monitor calls for various clients and the U.S. Department of Education to ensure all company, client, and federal guidelines are met
-Audit and score inbound/outbound calls for FAMS clients and for The U.S. Department of Education Loan Rehabilitation Programs to ensure compliance guidelines are met
-Point of contact for assigned contact center to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards.
-Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
-Identify Continual Improvement and Corrective Action Preventive Action (CAPA) opportunities.
Creates and reports speech and text analytics
to discover emerging trends and identify opportunities for category improvement.
-Perform internal audits, collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark measurements. Assess and documents program lessons learned.
-Become familiar with job-relevant CQA Standard Operating Procedures (SOPs).
Facilitate call recording listening sessions.
Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
First Investors Financial Services - Atlanta, Ga-Quality Assurance/CAD-February 2009 to July 2014
-Perform internal audits, collaborate with team members, recommend, develop, and implement process improvements. Grades calls in accordance with compliance laws, monitored reference guides, company policies, FDCPA and RESPA guidelines
-Reviews company systems and draws educated conclusions from the analysis of applications, financial data, and various loan documents.Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
-Regularly meets with Senior Management to discuss monitoring performance, analyze needs, and identify training gaps observed with each business model.
-Audit and support Customer Care, Bankruptcy, and collections agents to ensure a high level quality is implemented and monitored
Education
Anderson College (University)- Anderson, SC
August 1998 to August 2001
Business Management/Accounting
Harding University High School- Charlotte, NC-1994-1998
General Studies
Baseball Team
Skills
QA, Organized, Selenium, Customer Care, Collections, QTP, UFT, Quality Assurance, Microsoft Office. Excel, Access, PowerPoint (10+ years)
Groups
Men 4 Change-(2003-present), ASCAP (2004-present), Go Green Team-(2009-current)
Additional Information
1994-1998 Harding University High School Baseball
Varsity Baseball Team Captain (1996-1998)