PATRICIA L. GREER

• Reviewed documents for completeness, accuracy, and compliance to assist borrowers with obtaining COVID relief loans.
• Analyzed applications for errors delaying loans from being disbursed to applicants.
• Completed reviews quickly to expedite loan processing for borrowers seeking COVID relief.
• Contacted applicants to verify information and request additional documentation as needed.
• Collaborated with team leads on issues that arose on assigned assigned projects.
• Trained staff and provided objective feedback on individuals' performance and understanding of concepts.
• Guided colleagues through company processes to properly resolve project concerns.
• Team Lead: Tracked team time, researched and provided answers to project questions, addressed issues, and raised awareness as needed.
• Received a Kudos award from an SBA employee - Attorney Advisor.
• Managed sensitive information professionally while protecting crucial data.
• Awarded the SBA IKE Team Award for exceptional performance.

Gained experience in various areas of law, including traffic, personal injury, worker's compensation, disability, family law, estate planning, and wrongful death.

• Obtained case information by interviewing clients; organized and maintained documentation.
• Gathered and compiled evidence and legal documents for attorney review and case preparation.
• Drafted legal correspondence and documentation, including complaints, notices of hearing, and summary judgments.
• Secured affidavits and formal statements used as evidence in a court of law.
• Filed exhibits, briefs, appeals, and legal documents with the court or opposing counsel.
• Scheduled interviews, depositions, and meetings with clients, lawyers, and witnesses.
• Ensured accuracy of information by balancing the general business account and trust account.
• Performed administrative tasks, including greeting clients, answering phones, and scheduling appointments.

• Fielded inbound calls from customers with varying issues with purchases and online navigation.
• Resolved customer issues leading to increased customer retention rates and satisfaction levels.
• Assisted agents with complex resolutions by working with call center management on corporate projects.
• Partnered with management to develop multiple program guidelines as a trainer and coach.
• Trained agents and colleagues on new guidelines and overhauled program guidelines for the outbound survey team.
• Assessed contact center agent performance based on departmental guidelines.
• Maximized customer care agent growth and success by coaching agents and providing immediate feedback on performance.