Courtney Hooker
Summary
Results-driven Quality Analyst with strong skills in audit processes and performance tracking. Proven ability to facilitate effective training and calibration sessions, ensuring adherence to quality standards in fast-paced environments.
Overview
14
14
years of professional experience
Work History
EWS Quality Analyst
E*TRADE/ Morgan Stanley
08.2022 - Current
- Partner Engagement Lead – assembled tracking for co-workers to track one on one tailored support to management and relationship managers
- New Hire Support lead- present QA guidelines/resources presentations to new hire. Track 30-60- day rating for new employees
- Quality Assurance Dispute team- Review manager disputes to ensure teams supported and the QA department are calibrated
- Deep Dive Coordinator- Track analyst projects that review specific topics/data to improve business process
- Audit calls/chats to provide feedback to ensure we are adhering to Risk committed to service
- Facilitate call calibrations with stock plan management legal documents, providing instant decisions on validity to disperse funds.
- Completed the 2024 Wealth Management Future leaders program.
Customer Service Overnight Team
E*TRADE/ Morgan Stanley
10.2021 - 03.2022
- Received Stock Plan and Chat Team certification. document requirements based on bank and state requirements
- Utilized resources to determine appropriate solutions for international participants who require W8-BEN tax certification
E*CADEMY Floor Leader
E*TRADE/ Morgan Stanley
10.2021 - 03.2022
- On the job training coach that facilitated learning sessions for numerous new hire classes
- Delivered team status reports to drive productivity on evaluations
- Resolved team escalations to limit unnecessary reputational or brand risk
New Account Specialist
E*TRADE/ Morgan Stanley
11.2020 - 10.2021
- Ensured client new account application and onboarding was a seamless process.
- Prepared reports to analyze data to identify opportunities for promotions/Wealth management referrals
Research and Adjustments Rep III
Bank of America
12.2015 - 04.2018
- Handled escalated requests to settle estates and close personal and business accounts
- Reviewed legal documents providing instant decisions on validity to disperse funds
- Discussed state/bank requirements for ownership updates for Checking, Savings, Cd, IRA and Trust accounts
Back Office Specialist
Bank of America
02.2015 - 12.2015
- Discussed document requirements based on bank and state requirements
- Coordinated info sessions for job candidates; and serving as a On the Job Training Coach
- Followed up on customer escalation calls to limit unnecessary reputational or brand risk
Collections and Financial Protection Services
Bank of America
01.2012 - 11.2013
- Data entry into tracking logs; prepare accurate internal logs; handle team declines; On the Job Training
- Adhered to FDCPA guidelines to assure positive customer experience
- Delivered Quality Trend; Shrinkage and Drop Reports to teammates to drive productivity
Education
Licensed Claims Adjuster - Property & Casualty Agent and Life, Accident & Sickness Agent
R.S Thomas Insurance School
Atlanta, GaAssociate of Art - General Studies
South Georgia College
Valdosta, GaSkills
- Genesys Cloud
- Power BI
- Interact
- First Document Repository
- Solutions Center
- Synergy
- Lean
- TSYS
- BOSS
- DM Portal
- Image View
- Filenet
Affiliations
Atlanta CASA Volunteer
Timeline
EWS Quality Analyst
E*TRADE/ Morgan Stanley
08.2022 - Current
Customer Service Overnight Team
E*TRADE/ Morgan Stanley
10.2021 - 03.2022
E*CADEMY Floor Leader
E*TRADE/ Morgan Stanley
10.2021 - 03.2022
New Account Specialist
E*TRADE/ Morgan Stanley
11.2020 - 10.2021
Research and Adjustments Rep III
Bank of America
12.2015 - 04.2018
Back Office Specialist
Bank of America
02.2015 - 12.2015
Collections and Financial Protection Services
Bank of America
01.2012 - 11.2013
Licensed Claims Adjuster - Property & Casualty Agent and Life, Accident & Sickness Agent
R.S Thomas Insurance School
Associate of Art - General Studies
South Georgia College
Similar Profiles
TAPAS K. CHANDRATAPAS K. CHANDRA
VP, Product Manager/Owner for Wealth Management (Advisory Platform- Account Inception Tool) at MORGAN STANLEYVP, Product Manager/Owner for Wealth Management (Advisory Platform- Account Inception Tool) at MORGAN STANLEY
Michael PowrieMichael Powrie
Senior Manager/AVP at E*TRADE/Morgan StanleySenior Manager/AVP at E*TRADE/Morgan Stanley
VALARIE HUGHESVALARIE HUGHES
Wealth Management Associate, AVP at Morgan StanleyWealth Management Associate, AVP at Morgan Stanley
EDISON MENDIOLAEDISON MENDIOLA
Associate Quality Analyst/Quality Analyst at VXIAssociate Quality Analyst/Quality Analyst at VXI
Elizabeth AdesanyaElizabeth Adesanya
Financial Crime Quality Control Analyst/ Quality Assurance Analyst at Starling BankFinancial Crime Quality Control Analyst/ Quality Assurance Analyst at Starling Bank