Danielle Heerschap

· Subject Matter Expert in multiple Commercial Applications including COMET, Intralinks, Argus and All Access.

· Monitored and answered user inquiries about the commercial applications daily in a shared mailbox. Supported 2,000 users while keeping a 95% satisfaction from user surveys.

· Assisted in the end-to-end process of hiring three new employees to the team. As well as training and supporting the new hires to ensure they had the support they needed to do their job.

· Owner of vendor application, Walkme. Took the lead to learn, create and implement content to our users using this tool. Worked closely with the product and tech teams to let users know of upcoming releases or downtime. Traveled Dec-2022 to strengthen the relationship with the Walkme vendor which lead to the team having a Walkme partner who can expand our knowledge of the tool.

· Sought out my multiple internal teams for knowledge into Walkme. Presented to two different teams of senior leadership on the impacts and possibilities of using Walkme in their LOBs.

· Worked on and completed a 9+ month project with peers and horizontal partner groups to create a learning series for the application COMET. Created gap analysis for multiple sections of COMET as well as participated in multiple debriefs with users. There were 11 new job aids created. Aligned all content created during this project on the COMET self-help tab in Walkme for users.

· Provided support to underwriters, asset managers, relationship managers and members of the commercial closing teams during the creation and life of commercial loans.

· Processed office, multifamily and industrial commercial loans.

· Able to read and understand loan documents including rent rolls, financial statements and operating statements.

· Engaged third party vendors for appraisals, PCAs, Seismic reports and environmental reports via RIMS.

· Pulled and recorded credit reports as needed for loans.

· Entered data for loan into Capital One’s system of record.

· Assisted with file maintenance and uploading into Teamsites and Google Drives.

· A team resource for questions regarding various aspects of the role, including HUB, RIMS and Salesforce.

· Took on side projects while still maintaining day to day workload.

· Project lead to train and equip new hires in company culture, multiple systems and polices and procedures designed to investigate for fraudulent activity as well as mitigate risk for monetary loss in sister site in Pompano, FL for a total of 10 weeks.

· Helped assist the department with walking the floor daily, answering agent questions on casework and offered side by sides when needed.

· Set up and organized team outings along with floor wide events. Ex. Manager Lock-Out Day.

· Helped with floor wide Avaya transition for the Richmond campus.

· One of two agents originally asked to assist with the development of CHIPS (Case Handling in Pega Systems) for FDO.

· A SME for a pilot group of agents working out of the CHIPS program for four hours daily. Lead updating the How-To Guides for all updates to CHIPS.

· Received inbound calls from customers due to possible problems with their cards at point of sale or due to possible fraudulent activity.

· Helped mitigate fraud with shutting down fraudulent applications when customers called into the office.

· Performed complex research and analysis of account activity to assess levels of fraud risk.

· Participated and organized team meetings and outings.

· Assisted with clearing cases by validating documents sent in from customers to clear identity.

• Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
• Kept students on-task with proactive behavior modification and positive reinforcement strategies.
• Incorporated multiple types of teaching strategies into classroom.
• Supported student physical, mental, and social development using classroom games and activities.
• Created lesson plans to help progress knowledge of all children in the classroom; all while, striving to achieve academic excellence.
• Assisted director with all projects where help was requested; as well as, taking all opportunities for advancing my knowledge.
• Assessed all students' growth, while relaying information to parents and directors daily.