Carla D. McGhee
Henderson,NV
Summary
Banking professional with proven track record in offering insightful financial advice and achieving client satisfaction. Known for strong team collaboration and adaptability to changing client needs. Possesses key skills in financial analysis, customer service, and relationship management.
Overview
17
17
years of professional experience
Work History
Sr. Preferred Banking Advisor
Western Alliance Bank
07.2024 - Current
- Build and manage a portfolio of high-value clients, delivering tailored banking solutions that support business growth and financial health.
- Provide strategic advice on small business banking, lending products, cash management, and digital banking services.
- Consistently exceed performance goals and client satisfaction targets, recognized as a current top performer in the division.
- Collaborate cross-functionally with internal partners to ensure smooth onboarding, product implementation, and client support.
- Act as a trusted advisor to clients, offering proactive guidance and building strong, long-term relationships.
Officer; Sr. Client Services Advocate - Client Experience Complaints
BANK OF AMERICA
07.2020 - 07.2024
- 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 or 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
- Consistently met or exceeded established call quality and performance metrics, including average handling time, call resolution rate, and customer satisfaction scores
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 (BS) - Data Science -Analytics
Western Governors University
01.2025
Bachelor of Science in Business Administration (BSBA) - Project Management
Southern New Hampshire University
01.2023
Skills
- Analytical skills
- Solution-focused
- Financial performance optimization
- Client relationship management
- Business opportunity generation
- Problem-solving skills
- Team collaboration
- Results-oriented
- Microsoft Office Suite
- SQL Server
- Banking software proficiency
- BOSS Fast
- BOLT
- LEAN banking software
- Business prospecting
- Banking software proficiency
- Portfolio management
- Loan processing
Websites
Affiliations And Memberships
- 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
Timeline
Sr. Preferred Banking Advisor
Western Alliance Bank
07.2024 - Current
Officer; Sr. Client Services Advocate - Client Experience Complaints
BANK OF AMERICA
07.2020 - 07.2024
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
Bachelor of Science in Business Administration (BSBA) - Project Management
Southern New Hampshire University
Bachelor of Science (BS) - Data Science -Analytics
Western Governors University
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