BRENDA COLLINS
CHARLOTTE,North Carolina
Summary
I am an agile, strategic leader with a history in detecting cyber threats in an organization. I am a visionary and I have a very optimistic mindset. I am pursuing a career in Cybersecurity; Governance, Risk and compliance, and Systems & Organization Controls 2 (SOC2).
I possess several years of professional working experience in writing policies, procedures and creating strategic plans. I am certified in Change Management from Lake Forest Graduate School of Management. I have a Cybersecurity Certificate from "Better Cyber Career." I have four years of experience in incident response reporting, cyber assessments and detecting a cyber threat within an organization. Compliance professional with focus on risk management and regulatory adherence. Proven ability to implement compliance programs that align with organizational goals. Known for team collaboration and achieving results under changing conditions. Skilled in regulatory analysis and policy development.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Compliance Manager/Client Relations Team Lead
Equitable Life Insurance, LLC
Charlotte, NC
07.2022 - 03.2025
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Managed Equivest Group Retirement Annuity (403-b) external complaints letters.
- Streamlined compliance processes by implementing efficient monitoring systems and tools.
- Responsible for receiving , researching , analyzing and writing responses by deadline.
- Settled and resolved complaints from SEC, BBB, Financial advisor's clients and local governments offices. Conducted investigation and documented findings of originators of complaints in database.
- Consulted with legal department and internal constituents. as needed.
Drivewise Technical Support Specialist
Allstate Insurance Co.
Charlotte, NC
08.2012 - 09.2016
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 30-40 technical support inquiries per day.
- Documented support interactions for future reference.
- Reset passwords and provided instructions on how to navigate the rewards Website for Drivewise.
- Provided remote support for a wide range of device issues .
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each agents work order.
Compliance Business Operations Manager
Nonprofit In-Home Healthcare Project /Non-Salary
Charlotte
04.2011 - 07.2016
- Created/developed the DHHS In-Home Health Care Agency Policy and Procedure manual.
- Wrote Communications, Crisis and advertising plans. Developed programs.
- Created Change Management plans.
- Developed innovative Community Relations Plans.
- Implement innovative strategies for Home Health Care Agency for targeted audience ages 25-39.
- Administered healthcare exams to employees for renewal of annual certifications (CPR & Blood Born Pathogens)
- Monitored, investigate and reported incidences.
- Review HIPAA laws with staff every quarterly.
- Conducted In Home Health Care job related assessments to stay in compliance with law.
- Worked closely with sponsored nonprofits and vendors.
- Developed contingency plans for potential risks or challenges in order to maintain business continuity during unforeseen events.
Investment Operations Specialist
Wachovia Securities /Wells Fargo Advisors, LLC
11.2005 - 11.2011
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Supported clients with business analysis, documentation, and data modeling.
- Liaised between field brokers and management. Quoted the S & P 500, dividends and account gains and losses.
- Gave clients the RMD formula to calculate this annual distribution.
- Transfers to IRA Brokerages via ACATS and Direct Transfers systems.
- Use of various systems and IRA Command Assets transfer accounts.
- Re-allocations to Re-balance of investors clients accounts. Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.
- Assisted management during tax seasoned 1099R and end of year RMD mailings.
- Lead marketing projects and promoted new products.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Assisted clients with account setup and maintenance tasks, facilitating a smooth onboarding process for new investors.
Annuity Client Relations Services Specialist
TIAA/CREF
04.2002 - 11.2005
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Consulted with clients on the taxable events for contract withdrawals.
- Applied ERISA laws and hardship withdrawal rules.
- Conducted comprehensive analysis of client feedback to identify trends and implement targeted improvements accordingly.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Created and sent out letters to clients as per their request.
- Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Streamlined service processes for increased efficiency and improved customer experiences.
Education
Certificate in Cyber Security -GRC - Cyber Security, Specializing in GRC
Better Cyber Career
San Francisco, CA03-2025
TBC - Change Management
Lake Forest Graduate School of Management
04.2019
Bachelor of Arts - Communications; Advt.& Public Relations Writing
The City University of New York {CUNY}
09-2005
Skills
- Cyber Security Analyst
- Mitigation Strategies
- Cyber Security Monitoring
- Incident Response
- Policy Development
- Detection of Cyber Internal Threat Actors
- Change Management
- Cross-Functional Collaboration
- ISO 27001 Framework
- Incident Response Reporter
- Risk Assessment
- Regulatory Compliance
- Strategic Planning
- Governance, Risk and Compliance
- GDPR (European Union)
- PCI DSS
- National Institute of Standards & Technology (NIST) Consulting
- Type WPM 70-75
- SOC 2 Framework (Controls Tester)
- Corporate Governance
- Cyber Security Information Analyst
Certification
Certified in Change Management from Lake Forest Graduated School of Management. GPA.4.0
Timeline
Compliance Manager/Client Relations Team Lead
Equitable Life Insurance, LLC
07.2022 - 03.2025
Drivewise Technical Support Specialist
Allstate Insurance Co.
08.2012 - 09.2016
Compliance Business Operations Manager
Nonprofit In-Home Healthcare Project /Non-Salary
04.2011 - 07.2016
Investment Operations Specialist
Wachovia Securities /Wells Fargo Advisors, LLC
11.2005 - 11.2011
Annuity Client Relations Services Specialist
TIAA/CREF
04.2002 - 11.2005
TBC - Change Management
Lake Forest Graduate School of Management
Certificate in Cyber Security -GRC - Cyber Security, Specializing in GRC
Better Cyber Career
Bachelor of Arts - Communications; Advt.& Public Relations Writing
The City University of New York {CUNY}