Jamar Pankey
Elgin
Summary
Analytical thinker with expertise in operational performance metrics and a proven track record of driving strategic initiatives, looking to leverage data insights to support organizational goals.
Overview
15
15
years of professional experience
Work History
Operations Analyst
BlueCross BlueShield of South Carolina
2023.09 - Current
- Analyzed operational procedures and recommended enhancements for increased efficiency
- Developed analytical reports on performance metrics, assessing impact on organizational objectives
- Implemented and maintained new systems or processes, ensuring effective communication of scope and status to management
- Conducted daily, weekly, and monthly government reporting, utilizing specialized tools to ensure compliance and optimize data accuracy
- Utilized skills in tools like Microsoft Excel, SQL, Tableau to work on data visualization and analysis platforms
- Utilized SAP for daily reporting and analysis of Centers for Medicare & Medicaid Services (CMS) data, ensuring accurate and timely submission of reports
Implementation Consultant
Avalara
2020.03 - 2023.01
- Managed multiple projects, setting timelines, and meeting deadlines
- Complete systems integration, API implementation, and troubleshooting software
- Maintained high levels of customer engagement and satisfaction through timely updates and follow-ups
- Collaborated with cross-functional teams to facilitate smooth system integrations
- Conducted product demonstrations and webinars to educate customers on new features and best practices
- Mapped customer products and services to SKUs in ERP software and integrated them with Avalara Avatax for accurate tax calculation and compliance
Product Support Specialist
Avalara
2019.11 - 2020.03
- Provided technical support for software applications, resolving customer issues and improving user satisfaction
- Collaborated with product development teams to identify and troubleshoot product defects, ensuring timely resolutions
- Managed customer support tickets efficiently, maintaining a high resolution rate within specified timeframes
- Participated in cross-functional teams to improve product usability based on customer support experiences
Universal Banker
SunTrust
2018.11 - 2019.05
- Delivered personalized financial planning and analysis, consistently meeting and exceeding sales targets
- Open, close, and maintaining customer accounts
- Complete the daily operations of a bank branch
- Developed strong relationships with clients, resulting in increased customer retention and referrals
- Collaborated with team members to achieve branch sales targets and improve overall performance
- Process deposits, withdrawals, and other financial transactions with accuracy
Loss Mitigation Specialist Underwriter
IBM
2015.11 - 2018.08
- Utilized software tools for tracking and managing loss mitigation cases efficiently
- Collaborated with borrowers to create viable repayment plans and alternatives
- Reviewed and analyzed loan applications to determine eligibility for loss mitigation programs
- Executed thorough risk assessments to identify potential loss exposures
Lien Risk HOA Specialist
IBM
2015.08 - 2015.11
- Managed 50+ lien resolutions for an HOA, ensuring compliance with state regulations and improving collection efficiency
- Coordinated with legal counsel on lien filings and foreclosure processes to recoup outstanding dues
- Analyzed financial reports to assess the impact of liens on the HOA's budget and revenue
Loss Mitigation Project Processor
IBM
2015.06 - 2015.11
- Processed and evaluated loan modification applications for borrowers in distress, ensuring compliance with company policies and federal regulations
- Communicated effectively with clients to gather necessary documentation and provide updates on their loan modification status
Foreclosure Specialist SME - Subject Matter Expert Manager
IBM
2013.07 - 2015.08
- Led a team of foreclosure analysts to streamline case reviews and improve turnaround times by 30%
- Developed comprehensive training programs for new hires on foreclosure regulations and best practices
- Served as a key liaison between the legal department and foreclosure team to address complex case issues
Late Stage Customer Service Representative
IBM
2012.04 - 2013.07
- Provided exceptional support to customers via phone, email, and chat, resolving issues with a 95% satisfaction rate
- Managed customer accounts, ensuring accurate billing and timely payment processing
Customer Service Representative
Centralized Showing Service
2011.11 - 2012.04
- Utilized CRM software to manage customer data and ensure accurate records of interactions and transactions
- Handled customer complaints with empathy and professionalism, resulting in a positive resolution and maintaining brand loyalty
- Provided exceptional customer support by promptly addressing inquiries and resolving issues, enhancing overall customer satisfaction
- Trained new hires on customer service best practices and company policies, fostering a collaborative work environment
Customer Service Representative
Affiliated Computer Services
2010.08 - 2011.08
- Utilized CRM software to manage customer data and ensure accurate records of interactions and transactions.
- Handled customer complaints with empathy and professionalism,
resulting in a positive resolution and maintaining brand loyalty. - Provided exceptional customer support by promptly addressing
inquiries and resolving issues, enhancing overall customer
satisfaction. - Trained new hires on customer service best practices and company
policies, fostering a collaborative work environment.
Education
MBA - Business Administration And Management
Strayer University
Online12.2023
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
SHAW UNIVERSITY
RALEIGH, NC05.2010
Skills
- Microsoft Excel
- SQL Database Analysis
- Software Implementation
- Financial Analysis
- Project Management
- Compliance And Regulatory Knowledge
- Customer Service
- Salesforce
- Tableau
- Database
- Data analysis
- Reporting
- Analyze data
- Operations
Timeline
Operations Analyst
BlueCross BlueShield of South Carolina
2023.09 - Current
Implementation Consultant
Avalara
2020.03 - 2023.01
Product Support Specialist
Avalara
2019.11 - 2020.03
Universal Banker
SunTrust
2018.11 - 2019.05
Loss Mitigation Specialist Underwriter
IBM
2015.11 - 2018.08
Lien Risk HOA Specialist
IBM
2015.08 - 2015.11
Loss Mitigation Project Processor
IBM
2015.06 - 2015.11
Foreclosure Specialist SME - Subject Matter Expert Manager
IBM
2013.07 - 2015.08
Late Stage Customer Service Representative
IBM
2012.04 - 2013.07
Customer Service Representative
Centralized Showing Service
2011.11 - 2012.04
Customer Service Representative
Affiliated Computer Services
2010.08 - 2011.08
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
SHAW UNIVERSITY
MBA - Business Administration And Management
Strayer University