Summary
Overview
Work History
Education
Skills
Timeline
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Shaquanna Carmichael

Canal Winchester,OH

Summary

Results-driven Financial Services Professional with over 10 years of expertise in operations management, dispute resolution, risk management, and process optimization. Proven ability to enhance operational efficiency, ensure compliance, and drive customer satisfaction in fast-paced environments. Skilled in leveraging technology solutions to streamline workflows, reduce costs, and boost team performance. Strong leadership with a focus on cross-functional collaboration, training, and performance management to exceed business objectives.

Overview

14
14
years of professional experience

Work History

Operations Specialist 3

BillGO
05.2023 - 02.2025
  • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
  • Managed the client support ticketing system and responded to inbound requests via email, phone, and in-app channels, ensuring timely resolution of issues related to bills, payments, and account inquiries.
  • Provided transactional support for payments and troubleshot issues, escalating complex cases to internal teams or external partners as needed to maintain a high level of service.
  • Collaborated with Client Support and Operations teams to ensure consistent, high-quality service, acting as a client advocate, identifying improvement opportunities, and continually enhancing product knowledge to boost client satisfaction.
  • Reduced response time by 15% at Bill-Go by streamlining internal processes, improving team collaboration, and refining client support workflows in a high-pressure startup environment.

Lead Underwriting Assistant

State Auto- Liberty Mutual
08.2020 - 05.2023
  • Reviewed and validated underwriting data for moderately complex accounts, ensuring 100% accuracy and strict adherence to industry standards and regulatory requirements.
  • Acted as a key liaison between brokers, agents, and underwriting teams, resolving inquiries and ensuring timely and accurate policy handling.
  • Delivered training and performance feedback to underwriting staff, significantly improving team efficiency and accuracy in processing applications.
  • Conducted comprehensive audits to ensure compliance with internal policies and external regulations, reducing errors and ensuring high-quality output.
  • Increased team performance and compliance by 20% through targeted training initiatives and continuous performance evaluations, streamlining the policy review process.

Dispute Resolution Specialist

Huntington Bank
08.2017 - 08.2020
  • Managed and resolved a wide range of customer disputes related to fraud, ACH transfers, wire payments, and bill pay services, ensuring timely resolution of complex issues.
  • Investigated discrepancies in transactions and account histories, ensuring compliance with banking regulations and internal policies, maintaining high levels of customer trust.
  • Collaborated with internal teams to resolve complex disputes efficiently, achieving high customer satisfaction levels.
  • Trained new hires and mentored junior team members, improving overall team efficiency and ensuring timely and accurate dispute resolutions.
  • Reduced escalated customer issues by 30% by streamlining dispute resolution processes and achieving a 95% first-call resolution rate, enhancing customer satisfaction.

Lead Escrow Analyst

Chase
08.2014 - 08.2017
  • Managed escrow accounts, ensuring timely and accurate processing of borrower statements in strict compliance with industry regulations.
  • Led a team handling accounts in Bankruptcy, Foreclosure, and Loss Mitigation, ensuring all procedures adhered to legal and regulatory standards.
  • Oversaw the validation of batch processes, surplus checks, and re-deposits, ensuring compliance and operational accuracy.
  • Trained and mentored team members, developing best practices and job aids to optimize team performance and enhance operational workflows.
  • Enhanced compliance initiatives and streamlined servicing platform task queues, increasing team efficiency by 25% and reducing operational errors.

Operation Specialist

Chase
11.2010 - 11.2014
  • Resolved customer complaints by 30% related to payment processing, including tracking and applying missing payments and issuing refunds, ensuring accurate and timely resolutions.
  • Processed complex financial transactions, including wire transfers, fee waivers, and credit amendments, ensuring customer satisfaction and compliance with financial regulations.
  • Utilized strong problem-solving skills to research and resolve discrepancies in payment processing and account balances, minimizing errors.
  • Maintained detailed records of customer interactions, payments, and resolutions, ensuring accurate reporting and compliance.
  • Improved operational efficiency and customer service by optimizing workflows, resulting in faster payment processing and better customer experience.

Education

Associate of Science - Computer Science

Franklin University
Columbus, OH
06.2016

Associate of Arts - Communications

American Public University
Online
05.2012

Skills

  • Process Improvement & Workflow Optimization
  • Leadership & Team Development
  • Conflict Resolution & Compliance Management
  • Risk Mitigation & Regulatory Adherence
  • Payment Processing & Transaction Analysis
  • Customer Support & Relationship Management
  • CRM Systems: Salesforce, MasterCard Connect
  • Data Analysis & Reporting: Microsoft Excel (Pivot Tables, Charts), Tableau
  • Project Management & Time Management
  • Training & Coaching

Timeline

Operations Specialist 3

BillGO
05.2023 - 02.2025

Lead Underwriting Assistant

State Auto- Liberty Mutual
08.2020 - 05.2023

Dispute Resolution Specialist

Huntington Bank
08.2017 - 08.2020

Lead Escrow Analyst

Chase
08.2014 - 08.2017

Operation Specialist

Chase
11.2010 - 11.2014

Associate of Science - Computer Science

Franklin University

Associate of Arts - Communications

American Public University

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Shaquanna Carmichael