Carrie Davis

Perform criteria-based directed monitoring reviews, synthesize results and themes, document outcomes, and partner with stakeholders to strengthen controls and support workflow improvements.

• Execute directed email monitoring reviews against established criteria while maintaining 100% accuracy on employee scorecards across changing priorities.
• Document findings and recurring themes, and communicate clear results through written summaries and governance meeting documentation (minutes, decisions, and action items).
• Support reassessment requests submitted to the team mailbox by providing objective, policy-aligned responses that clarify conclusions and resolve rebuttals with composure.
• Identify errors early and drive issue resolution before escalation by applying risk-focused review practices and disciplined follow-up.
• Organize agendas and lead time-sensitive calls with senior leaders to identify automation opportunities that improve testing efficiency.
• Flex across major work queues (including BBEM and BEM) to stabilize throughput, maintain on-time completion, and support team productivity.

Quality evaluation and operational oversight across branch support interactions, including higher-risk wires activity, with emphasis on compliance awareness, documentation accuracy, calibration alignment, and reporting support.

• Evaluated 200–250 interactions per month, delivering timely and consistent assessments that supported service standards and operational execution.
• Audited monthly Exceptions Team interactions for SLA and process adherence; documented deductions and themes to reinforce consistent interpretation and execution.
• Completed additional evaluations for Outgoing Wires Specialist calls to support CARES compliance-focused quality oversight.
• Used Webstats to create focused evaluations with clearly defined deductions, supporting scoring clarity and standardization.
• Facilitated twice-weekly interactive calibration sessions for Team Leaders and management; planned detailed agendas to align on criteria interpretation and consistent scoring.
• Served as liaison for 7–8 Team Leaders, tailoring review support and sharing themes and coaching opportunities to strengthen performance consistency.
• Identified wire undocumented resource compliance risk through 1:1 engagement with specialists; issued Compliance and Resolution Alerts with policy-aligned coaching comments and clear corrective feedback.
• Highlighted higher-risk document review interactions during calibration discussions and identified process gaps that created unnecessary deductions; elevated clarification needs to strengthen standardization.
• Assisted with reporting for the wire customer complaint process and supported teammates with additional evaluations to ensure monthly completion targets.