Summary
Overview
Work History
Education
Skills
Timeline
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Brianna Walker

Orlando,United States

Summary

Seasoned and multifaceted professional who possesses a strong commitment to client facing needs in training, quality control, and customer service, coupled with exceptional communication skills. Consistently builds long lasting client relationships and overall strong rapport by being resourceful while effectively resolving problems and quickly resolving urgent matters. I am well versed in banking operations, training and development programs, telecommunications, and developing knowledge based articles. Exceptionally motivated professional with excellent communication, decision-making, and strategic planning abilities to remain deadlinefocused while remaining highly effective at operating in a fast-paced environment.

Overview

8
8
years of professional experience

Work History

Communications Compliance Coordinator

Appleone- Robinhood
01.2022 - Current
  • Promoted compliance by advising management on needed or prohibited actions to comport with government regulations.
  • Compiled internal information for compliance audit by reviewing company policy documentation, noncompliance reports, and investigations into marketing material.
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Gathered, organized and evaluated data to make accurate assessments of current operations.

Dependent Verification Auditor

Alight Solutions
06.2021 - 12.2021
  • Determined appropriateness of payers to protect organization and minimize risk.
  • Verified client information by analyzing existing evidence on file.
  • Completed independent data review of forms and batch records.
  • Identified and applied customer-specific rules and processes.
  • Compiled data and reviewed information for accuracy prior to input.
  • Tracked and maintained records for Insurance Dependent verification department.
  • Executed data verification to detect errors.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Organized, sorted and checked input data against original documents.

Wells Fargo Bank

Executive Office Case Manager
12.2019 - 06.2021
  • Monitored case specialist calls, customized coaching and provide recommendation to leadership.
  • Conduct data analysis by performing verification on documentation while pulling large volumes of data and presenting to leadership; Conducted 450+ peer reviews to reduce the risk of non-adherence to department policies and procedures.
  • Managing daily schedules; providing work direction to team members; reviewing work and providing one-on-one feedback, coaching and mentoring on performance; providing input into team member performance.
  • Manages daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies. Drives business processes to improve efficiency and meet organization goals while saving the bank thousands of dollars & meeting weekly/monthly service level agreements with auditors.
  • Developed and facilitated functional related training to different lines of businesses.
  • Mitigating risk by identifying key information and ensuring BSA and FDIC regulation compliance guidelines are met; handle all ACH payment returns for consumer and corporate payment types.
  • Conduct new hire orientation sessions and leading new hire business line transition teams by delivering ad-hoc training , facilitating functional/refresher and new hire business training, delivering release information, and updating training modules for system enhancement/changes.
  • Create and maintain job aids; May assist with developing training modules and materials, to be flexible with schedule for virtually training different shifts.
  • Responsible for supporting management in the day-to-day supervision of a Production Support team; Approves/Denies credit and fee reimbursements for lower level employees.
  • Accountable for researching product and account information, terms, conditions, contracts and other legal documents.
  • Ensures identified risks and problems are properly documented in complaints management system.
  • Provide information and guidance to cross-functional teams to ensure compliance with client requirements; Assist in researching and resolving high complex complaints while identifying process improvements.
  • Respond independently to inquiries and complaints from internal and external clients regarding financial products and services via written letter, email and calls for updates on debit and credit card transactions, stop payments, copies of checks & images, tracer requests, and wire instructions.

Senior Technical Support Analyst

Spectrum
02.2018 - 12.2019
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Managed high levels of call flow and responded to technical support needs.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Submitted service tickets for equipment maintenance requests.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions.
  • Manage tickets and agent profiles to ensure access to all systems needed to perform job duties.
  • Coach agents on performance & a progressive grown path in a call center environment.

Teller Service Manager

SunTrust
06.2015 - 02.2018
  • Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
  • Trained new employees in cash handling procedures, bank policies and regulations to promote compliance with established standards.
  • Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
  • Documented all changes and actions in computer-based tracking system.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Handled day-to-day running of Vaults, Cash levels and teller line, ensuring high levels of productivity and progression.
  • Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Directed day-to-day operations while keeping a strong focus on Building Strong client rapport and using strategies to minimize possible operational errors and bank losses.

Education

Associate of Arts -

Valencia College
Orlando, FL
06.2022

Skills

  • Technical Support
  • Zendesk Knowledge
  • CRM Knowledge
  • Salesforce Knowledge
  • AML / KYC Experience
  • Data Entry Software
  • Issue and Resolution Tracking
  • Database administration
  • Credit and collections
  • Clear oral/written communication
  • Staff Management
  • Excellent multi-tasking ability
  • Policy and procedure modification
  • Strategic Planning
  • Relationship building
  • Workflow planning
  • Risk Identification
  • Database Management

Timeline

Communications Compliance Coordinator

Appleone- Robinhood
01.2022 - Current

Dependent Verification Auditor

Alight Solutions
06.2021 - 12.2021

Wells Fargo Bank

Executive Office Case Manager
12.2019 - 06.2021

Senior Technical Support Analyst

Spectrum
02.2018 - 12.2019

Teller Service Manager

SunTrust
06.2015 - 02.2018

Associate of Arts -

Valencia College

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Brianna Walker