Carla McGhee
Henderson,US
Summary
IT Professional with 20+ years of experience managing and delivering Applications and services across various domains with core skills as SRE. Technical exposure across multiple platforms with demonstrated knowledge of various business functions of development and resolving application production issues on both enterprise products, inhouse and opensource tools in Linux/Windows environment with administration and applications exposure. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
19
19
years of professional experience
Work History
Officer; Sr. Client Services Advocate - Client Experience Complaints
BANK OF AMERICA
07.2005 - Current
- Ensure the proper review, research, documentation, resolution, and closure on Client service surveys 'Close the Loop Alerts' for client outreach-including requests for call back and complaint tracking and resolution
- Receive, review, research, respond, and disposition Close Loop alerts (includes call listening, detailed case note documentation and client contact) Complete Complaint follow up required with written complaints
- Develop and maintain strong client relationships through proactive communication, regular check-ins, and understanding their unique needs
- Streamline the Client Care complaint process, client resolution and client de-escalation
- Coach frontline associate Team Managers as needed to identify opportunities for process/procedural improvements
- Acted as a dedicated contact for key clients, ensuring their satisfaction and addressing any concerns or issues promptly
- Resolved complex client inquiries or escalations, demonstrating strong problem-solving and conflict resolution skills.
Sr. Client Services Representative - Consumer and Small Business
BANK OF AMERICA
02.2013 - 10.2020
- Trained / mentored junior client associates, fostering professional development, and ensuring consistent service delivery
- Managed high volume of incoming calls - provided prompt, courteous, and accurate resolution to inquiries, requests, transactions, account maintenance and issues ensuring client satisfaction and retention
- Applied active listening skills to id and assess client needs - provided solutions to enhance their banking experience and demonstrated a comprehensive understanding of banking products and services to identify opportunities for upselling orc cross-selling additional products or services to existing clients, contributing to revenue growth
- Proficiently navigated banking systems and software to access customer data, update records, and process transactions
- Familiar with risk assessment methodologies and able to evaluate potential risks and vulnerabilities within bank operations, portfolios, or financial products.
Sr. Operations Project Analyst
BANK OF AMERICA
06.2008 - 02.2013
- Conducted comprehensive project analysis, including risk assessment, resource allocation, and performance tracking
- Prepared and delivered regular progress reports to senior management, highlighting key milestones and potential risks
- Designed and implemented SQL Server databases to support data analysis and reporting requirements including developing complex SQL queries to extract, transform, and analyze large datasets
- Conducted analysis of loan applications, financial statements, and supporting documentation for modification eligibility
- Assisted in the loan modification strategy implementation - reviewed, and modified terms, rates, and repayment plans
- Performed financial feasibility assessments, projections of viability of proposed modifications and impact on borrower affordability
- Drafted Policy and Procedures for loan modification as Subject Matter Expert (SME)
Education
Bachelor of Science in Business Administration (BSBA) - Management Information Systems
Southern New Hampshire University
12-2024
Skills
- Analytical
- Solution-focused
- Banking
- Financial performance optimization
- Client satisfaction
- Problem-solving
- Relationship management
- Business opportunities generation
- Attention to detail
- Collaboration
- Results-driven
- Data Analysis
- Customer Needs Assessment
- Strategic Planning
- Operational Reporting
- Business process improvement
Affiliations
- Bank of America Employee Networks/Groups
- Leadership, Education, Advocacy and Development (LEAD) for Women: Las Vegas chapter Ambassador board member
- Inter-Generations Employee Network (IGEN): Black Professionals Group Member
- Women in Technology & Operations Network (WIT&O): Member
- Toastmasters International
- Competent Communicator
- Advanced Leader Bronze designations
Websites
Timeline
Sr. Client Services Representative - Consumer and Small Business
BANK OF AMERICA
02.2013 - 10.2020
Sr. Operations Project Analyst
BANK OF AMERICA
06.2008 - 02.2013
Officer; Sr. Client Services Advocate - Client Experience Complaints
BANK OF AMERICA
07.2005 - Current
Bachelor of Science in Business Administration (BSBA) - Management Information Systems
Southern New Hampshire University
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