Manager
Resume:
Vicie Wallace, MBA, SSGB
************@*****.***
ACCOMPLISHMENTS/ PROFESSIONAL SUMMARY
•Transitioned Board of Directors from hard copy documentation to Board Books via IPad, for an annual savings of $4,000 directly from the administration budget, and decreasing environmental imprint.
•Increased staffing efficiency over 32% to achieve 100% in nine months, maintained 97-98% ongoing
•Led the renovation and restructuring of multiple office spaces on several floors, using internal facility team and completing all purchases directly resulted in an estimated savings of over $200,000
•Created the company’s first online training courses and reference database, decreased answer error rates by 15% and increased resolution time by 5%
•Established an agent desktop communication environment for 1,000 associates, allowing immediate distribution of information and confirming receipt by all impacted in a 24 hour work environment
•Member of project team that created and patented the first call center agent self-scheduling product.
•Increased client contract commitment by $10,000,000 (from $2,000,000 to $12,000,000) by providining training with an extensive sales increase after 1 quarter
EXPERIENCE
U.S. Small Business Administration February 2023 - September 2024
Paralegal Specialist/Capital Access Servicing Center/ Risk Management
•Successfully completed multiple projects including researching fraudulent loan data, for correct contact information. Updated current data to systems.
•Worked in bankruptcy confirmation, documentation and sent to assigned lawyer.
•Reviewed Liquidation information, determined next steps; recalled files from Treasury, sent files to Treasury, or provided more information to liquidation team for other options,
•Was part of the initial group to test rollout of New Bankruptcy database.
U.S. Small Business Administration April 2020 - May 2022
Paralegal Specialist/ Case Manager
•Performed legal reviews of residential and business loan documents
•Portfolio Management for loans in the U.S., including loan closing duties.
•Loan processing which included Criteria review and determination of eligibility for disbursement of loan funds.
•Account Maintenance, including providing recommendations for disbursements
•Experience Liens.
•Properly used all databases and software programs of the SBA.
•History of responding to loan related inquiries from a wide range of customers such as Attorneys, borrowers, managers/supervisors, other internal and external partners and the general public.
•Experience in compliance with government agency policies and procedures
•Knowledgeable of regulations, laws and practices of the SBA as well as State and local agencies.
•Participated in Covid 19 Loans, disbursing additional Covid Advances and Acquiring unreturned documentation.
Maximus (US Census 2020 Contractor) October 2019 - March 2020
Work Force Optimization Senior Site Specialist
•Maintain Call Center Agent Attendance files
•Monitor Real Time Agent Adherence to call processing standards
•Create and distribute client contracted data reports
•Ensure constant communication with Operations Leadership on agent metrics
U.S. Small Business Administration October 2017- February 2019
Paralegal Specialist / Case Manager
•Performed legal reviews of residential and business loan documents
•Portfolio Management for loans in the U.S., including loan closing duties
•Loan processing which included Criteria review and determination of eligibility for disbursement of loan funds
•Account Maintenance, including providing recommendations for disbursements
•Loan Refinancing / Relocation Processing / Mobile Home Purchases
•Properly used all databases and software programs of the SBA
•Responded to loan related inquiries from a wide range of customers such as Attorneys, borrowers, managers/supervisors, other internal and external partners and the general public.
•Experience in compliance with government agency policies and procedures
•Knowledgeable of regulations, laws and practices of the SBA as well as State and local agencies
CHRISTUS Health, Irving, Texas March 2010 – September 2016
Project Specialist/Labor Management April 2013- September 2016
•Implemented and maintained a Labor Management Program at 23 domestic hospitals
•Provided initial and ongoing education to leaders at all facilities delivering a consistent 97% rate of staffing
•Provided new executive assistant training for the system
Executive Assistant to the Chief Quality Officer
•Managed and maintained CQO ‘s calendar, scheduled meetings, conference calls, appointments and special events
•Made travel arrangements
•Decreased travel budget for our division by $7,000 by removing agent fees and changing vendors
•Prepared expense reports and approved expense reports for direct reports to CQO
•Supply chain and Technical Equipment Management
•Maintained Budget
CHRISTUS Health St. Frances Cabrini Hospital, Executive Assistant to Central Louisiana CEO & COO, Manager of Administration Office, Regional Corporate Secretary March 2010 - March 2013
•Sustained a 0% error rate of legal records such as Articles of Incorporation, By-laws, 990’s, and Credentialing updates for the entities of the region
•Managed the daily functions of a hospital administration office with an average census of 172 In-patients and 1700 associates
•Resolved the frontline questions at the facility for patients, family, community and media
•Steered the Diversity and Inclusion Council, researched and wrote monthly learning materials
•Managed calendars, calls, meetings, expense reports and travel for both the CEO and COO
•Coordinated all meetings of the Board of Directors and Executive Council of the Board, including annual and semi-annual events and retreats for board members
•Supervised Assistants to the Vice Presidents at the hospital with 100% evaluations and mandatory certificates of continuing education completed prior to deadline
•Led contracts updates and database
•Maintained Budget
SPECIFIC SKILLS INCLUDE
C-Suite Office Management Client Communication
Detail Oriented Microsoft Office Suite
MS Project Portfolio Management
Visio Concur, Banktec
Relationship Management Contract/Document Management
Budgeting Travel
ADDITIONAL EXPERIENCE
Monitronics International - Training and Development Director
Telvista Corporation - Training and Development Manager
West Teleservices - Training and Development Manager
EDUCATION
Bachelor of Arts in Mass Communication, Louisiana State University, Baton Rouge, LA,
Specialty in Public Relations/Minor in Economics and Marketing
Master of Business Administration, Western Governors University, Salt Lake City, Utah
ADDITIONAL EDUCATION
John Maxwell Leadership
Leadership Irving Graduate
Stephen Covey Management
* Experience in Client-based call centers, Healthcare Mangement, Loans and Financial Analysis with the U.S. Government.
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