Hi, I’m
BRITTANY IRBY
Global Human Resources
Fort Worth,TX
Summary
Accomplished banking professional with over 5 years of experience in risk management, audit, and compliance testing within financial integrity and developing procedures for efficient testing and reporting. Proven track record in database management, problem-solving, and collaborating across business functions. Seeking to leverage extensive knowledge and develop more skills within the financial industry.
Overview
13
years of professional experience
Work History
Bank of AmericaFort Worth, TX
Officer/Facilitator II
09.2021 - Current
Job overview
- Orchestrated new hire onboarding and training, focusing on adherence to compliance and regulatory standards, which aligns with enterprise control functions.
- Planned and implemented lessons using variety of teaching strategies to meet diverse associate needs.
- Conduct risk assessments and due diligence for new hire onboarding processes, ensuring alignment with internal compliance and ethical standards.
- Oversee the development and implementation of training modules and include fraud detection, misconduct analysis and preventive measures.
- Pioneered data analysis initiatives to inform training outcomes and process enhancements, a testament to a strong understanding of data warehousing concepts.
- Independently managed and revised curriculum content, mirroring the responsibilities of ensuring test design and sampling procedure quality.
- Upheld a strong risk management culture by rigorously applying internal guidelines and regulatory standards in all training phases.
- Monitored trainee progress within development and mastery programs, providing regular update to Line of Business Leaders.
- Implemented assessment tools to evaluate student progress and identify weak points.
- Collaborated with Academy Managers, OJT coaches, and internal partners to optimize resources, share best practices, and identify process improvements.
- Build knowledge on different banking products including Deposit, Card, Mortgage, Fraud and other banking products.
- Assist with Certifying coaches for classroom proctoring and peer mentoring.
- Assist with connection engagements, skill practices, AM Connects, and Call listening sessions.
- Closely monitored and recorded student progress to create detailed learning plans for struggling students.
- Met with consultants and LOB partners to work on curriculum planning and process improvement strategies.
- Taught New Hire courses along with Upskill courses to diverse classes of up to 35 associates.
- Engaged associates through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
- Produced supporting reports and documentation to help development team members complete project work.
- Assist with identifying behavior and proficiency including attendance to help implement a action plan to ensure program completion.
Bank of AmericaFt Worth, TX
Senior Client Advocate
06.2018 - 09.2021
Job overview
- Resolve customer complaints / resolve escalation calls
- Maintained revenue streams by exhausting every option before offering refunds.
- Billing disputes /Fraud Claims
- Rectify account maintenance requests daily
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Leader of the SCA Best Practice Meetings
- Check close the loop Alerts- update, close and follow-up
- Controlled and rectified all debit card matters, including pin reorders and ordering new debit cards for customers
- Documented, reported, and followed up on discrepancies
- Exceeded service goals while leveraging customer service and implementing best practices.
- Managed ATM service maintenance requests and disputes
- Updated customer accounts with interactions, payments and personal information
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handle escalation calls and retain relationship with clients
- Received and submitted payments and applied amounts to customer balance
- Boosted productivity by maintaining strong call control and quickly working through solution center to address diverse problems.
- Monitored completed work and provided feedback to improve team member performance via QA and Voices.
- Met with each associate to establish realistic goals.
- Adhered to all regulatory requirements and maintained confidentiality of customers
- Answered customers questions and explained available services such as other accounts offered, and how to avoid fees and check holds
- Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction which increased my T2B.
- Handled escalated customer service concerns from a Client service Rep II roll and coaching mentor to preserve revenue streams from key customers.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Reviewed employee performance every day and delivered constructive feedback to improve weaknesses. Reviewed score card daily to identify outliers.
FedEx Express CorporationTyler, Tx
Senior Service Agent
02.2011 - 06.2018
Job overview
- Ran daily reports to assess performance and make proactive adjustments.
- Led a team in resolving operational challenges, incorporating thorough investigation of irregularities and ensuring implementation of corrective actions.
- Trained new hired service agent's and couriers in customer service initiatives and realized 100% better operational productivity.
- Increased overall team efficiency and productivity.
- Worked with managers to develop service improvement initiatives.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Used remote login tools to assist clients with technical and product questions.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Retain Personal and small business shipping accounts
- Handle escalations-late deliveries, lost packages, stolen packages, damaged packages, Driver escalations, damaged property, etc.
- Data Entry -Includes place customer orders into system for shipping and verifying entries. Insert end of the night daily recap to management operational
- Provide directions for drivers and also help assist them on road with any issues with Pick-ups or deliveries. Help mediate between the driver and the customer with dispute deliveries and directions
- Cross-trained in every station role to maximize operational knowledge.
- Answer customers' questions, and provide information on procedures or policy
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Resolved record-breaking backlog of support tickets following major system malfunction.
Education
Western Governors University
Bachelor of Science from Information Technology
Skills
- Analytical Thinking
- Curriculum Coordination
- Relationship Building
- Associate Development
- Quality Assurance
- Performance Monitoring
- Synergy Web/Interact/Voices, tableau, solution center
- Fraud detection and investigation
- Risk assessment and management
- Legal risk management
- Coaching/mentoring
- Public Speaking
- Teaching/Training
- Compliance
- Employee Onboarding
- De-escalation
- Adaptability
- Analytical
- Strong sense of banking ethics
- Content Development
- Problem-solving abilities
- Policies and Procedures Enforcement
- Attention to Detail
- Performance Evaluations
- Program Analysis
- Line of Business Coordination
- Classroom Evaluations
- Videoconferencing Expertise
- Associate Relations
- Recordkeeping Abilities
- Course Management
- Project Management
- Policy Implementation
- Decision-Making
Work Preference
Work Type
Full TimeLocation Preference
HybridTimeline
Officer/Facilitator II
Bank of America
09.2021 - Current
Senior Client Advocate
Bank of America
06.2018 - 09.2021
Senior Service Agent
FedEx Express Corporation
02.2011 - 06.2018
Western Governors University
Bachelor of Science from Information Technology
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