Brittany Swank
Oklahoma City,OK
Summary
Experienced Operations Support Analyst with over 6 years of experience in Information Technology. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
22
22
years of professional experience
Work History
Operations Support Analyst
Tinker Federal Cu
Oklahoma City, OK
12.2017 - Current
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Analyzed and evaluated operational issues and determined cost-effective solutions.
- Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
- Coordinated with vendors, customers and internal departments to understand, monitor and communicate issues.
- Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
- Evaluated current processes to develop improvement plans.
- Gathered, documented and modeled data to assess business trends.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Restructured procedures through coordination with Operation Support Analysts, Business Analysts, Application Support Analysts and Infrastructure team to create and execute projects.
- Participated in operations team meetings to coordinate and assign project management tasks.
Recovery Specialist
Tinker Federal Credit Union
Oklahoma City, OK
01.2013 - 12.2017
- Identify and make independent decisions to send file to third-party collection agency by reviewing file based upon assessment of collectability, loss amount, previous collection efforts and costs associated with sending the file to the collection agency
- Communicate and coordinate with third-party collection agency, and determine the acceptance or rejection of settlement offers
- Calculate, structure and offer payment arrangements for the recovery of deficiency balances based upon member’s ability to pay by performing advanced budget analysis and financial counseling
- Maintain open lines of communication and directly negotiate with members regarding possible resolution of defaulted consumer loans, charged off share accounts and credit cards to mitigate losses
- Conduct advanced skip-tracing efforts based upon past personal experience and expertise
- Coordinate collection efforts with other lien holders, impound agents and law enforcement officials.
- Performed skip tracing on all past due accounts to locate responsible individuals.
- Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Collected payments by phone, set up wire transfers and initiated immediate plans for repayment.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Adjustor
Tinker Federal Credit Union
Oklahoma City, OK
01.2012 - 01.2013
- Manage personal collection queue consisting of internal and external credit bureau disputes by utilizing and researching account to come to a solution
- Evaluate member credit as part of account resolution and render decisions regarding member credit status
- Provide credit counseling and credit education advice to members
- Evaluate, coordinate, and work all accounts through all three reporting credit bureaus through internal submitting process and external process through E-Oscar.
Collection Associate
Tinker Federal Credit Union
Oklahoma City, OK
01.2011 - 01.2012
- Answer telephones for the Adjustment Department
- Perform teller and collection functions and loan maintenance and the charge-off system
- Process remittances from outside counsel and bankruptcy trustees.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Member Service Representative
Tinker Federal Credit Union
Oklahoma City, OK
01.2008 - 01.2011
- Perform financial and non-financial transaction for member’s in-person, over the telephone and by mail
- Verify identify of members and joint owners before performing transactions on accounts
- Spot counterfeit currency, forgeries and fraud items to minimize losses to TFCU and the members
- Maintain cash drawer by verifying currency, staying within cash drawer limits, buying and selling currency and organizing documents
- Maintain compliance with BSA and OFAC regulations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Described product highlights and benefits to help guide purchasing decisions.
Teller I/II
Oklahoma Fidelity Bank
Oklahoma City, OK
01.2007 - 01.2008
- Perform financial and non-financial transaction for member’s in-person
- Maintain cash drawer by verifying currency, staying within cash drawer limits, buying and selling currency and organizing documents
- Cross-sell products and services to meet branch and corporate goals.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Assistant Manager
Cato Fashions
Siloam Springs, AR
01.2004 - 01.2007
- Managing the store in Siloam Springs,
- Responsible for all activities and objectives of one store, including sales generation and insuring effective customer service
- Maintains a full management and sales associate team at all times that met both quantitative and qualitative standards.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
Cashier
Jepson Drug Store
Siloam Springs, AR
01.2003 - 01.2007
- Cash handling, accounts receivable and payable, balancing cash, check, credit card transactions
- Meeting all customers needs and wants by product knowledge and customer service
- Answering phone calls, restocking shelves, reordering products and daily cleaning duties.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Completed inventory counts and ordered merchandise.
- Operated cash register to record transactions accurately and efficiently.
Education
Associate of Science - Business Teacher Education
Northeastern State University
Tahlequah, OKBBA - Business Administration And Management
University of Central Oklahoma
Edmond, OK05.2016
Skills
- Self-Motivated
- Analytical and Critical Thinking
- Technical Troubleshooting
- User Support
- System Testing
- Hardware Installation
- Mobile Device Management
- Workstation Maintenance
- Virtual Machine Operation
- Account Administration
- Help Desk Support
- Microsoft Windows and Office
- Hardware and Software Repair
- Resolving Problems and Incidents
- Tracking and Documentation
- Remote Technical Support
Timeline
Operations Support Analyst
Tinker Federal Cu
12.2017 - Current
Recovery Specialist
Tinker Federal Credit Union
01.2013 - 12.2017
Adjustor
Tinker Federal Credit Union
01.2012 - 01.2013
Collection Associate
Tinker Federal Credit Union
01.2011 - 01.2012
Member Service Representative
Tinker Federal Credit Union
01.2008 - 01.2011
Teller I/II
Oklahoma Fidelity Bank
01.2007 - 01.2008
Assistant Manager
Cato Fashions
01.2004 - 01.2007
Cashier
Jepson Drug Store
01.2003 - 01.2007
Associate of Science - Business Teacher Education
Northeastern State University
BBA - Business Administration And Management
University of Central Oklahoma
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