Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danielle Heller

St. Charles,MO

Summary

Resourceful Process Coordinator, known for high productivity and efficient task completion at the C05 level. Possess an in-depth understanding of process management, policy regulations, and a strong skill set in identifying, assessing, and mitigating operational and financial risks. Ability to implement effective control frameworks, enhance regulatory compliance, and support other teams within the company.

Proven record of driving culture change and organizational transformation. Skilled in reshaping team mindsets, embedding risk-aware behaviors, and nurturing inclusive, high-performance environments.

Committed to aligning people, processes, and strategy to support Citi’s evolving business goals.

Overview

14
14
years of professional experience

Work History

Service Process Cordinator

Citi
Ofallon , MO
05.2023 - Current
  • Veteran knowledge of all NBS processes done via terminal.
  • Resolves outages using root cause analysis, ensuring timely resolutions, while maintaining operational standards, minimizing disruption to business operations and client impact.
  • Identified opportunities for process optimization and automation.
  • Ensured that all documents related to process are up-to-date according to company guidelines.
  • Coordinated with internal teams across various departments to ensure successful completion of projects.
  • Provided training sessions on best practices in executing processes as well as developing effective strategies for problem solving.
  • Resolved complex production problems by troubleshooting systems, identifying defects, and recommending solutions.
  • Oversaw the implementation of new policies and procedures to verify correct execution, guiding employees to company standards of observance to policy.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Identified the needs of clients promptly and efficiently.
  • Responded promptly to inquiries from other teams regarding their clients' check/payment status, or any other related issues.
  • Calculated, reviewed, and updated financial information used in the creation of reports.
  • Performed quality control checks on processed tickets to minimize errors.
  • Supported team members and participated in cross-functional projects as needed.
  • Utilized specialized processing software and systems effectively.
  • Helped achieve team goals by rotating daily duties to meet demand.
  • Used daily system logs to document production information, while discussing any issues with management.

Validation Specialist C05

Citibank
O'Fallon, MO
11.2022 - 05.2023
  • Documented entire validation process and recorded all changes.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Maintained current understanding of state and federal accounting procedures to prevent legal or compliance issues.
  • Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
  • Prepared end of day closing entries for detailed reporting and recordkeeping.
  • Prepared clear, concise and accurate financial reports and forms for use by departments.
  • Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
  • Reduced financial discrepancies by accurately managing accounting documentation.
  • Checked data points, documentation and financial postings for accuracy, integrity and compliance with standards.
  • Led the end-to-end training of a newly established offshore operations team, supporting key risk and control processes for ACH processes.

Customer Service Specialist

Elevate Outdoor
O'Fallon, MO
07.2022 - 10.2022
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Formulated proposals and processed work orders by analyzing and calculating field measurements, survey plans and plot plans.
  • Obtained bids from vendors and subcontractors to make cost-effective selections.
  • Consistently followed up with customers to determine satisfaction levels.
  • Generated timely proposals to clearly communicate correspondence and bid clarifications.
  • Supported sales team members to drive growth and development.
  • Prevented double bookings and set aside appropriate time in between appointments.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Updated reports and daily logs for management use and permanent files.
  • Recorded services rendered, materials used and charges assessed on specified forms.
  • Prepared accurate quotes based on skilled lawn measurements and calculations of chemical requirements.
  • Answered customer questions regarding care and general knowledge of landscape.

Customer Retention Specialist

NorthStar Insurance Advisors
Wentzville, MO
03.2021 - 07.2022
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Compiled all calls and interactions into computer data system.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about all product lines and services offered by company.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.
  • Educated clients on how to conduct transactions with convenient online solutions.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Set up and activated customer accounts.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Kept detailed records of customer accounts, including actions taken, and issues resolved.
  • Answered phone calls, provided information to callers and connected callers to appropriate people.
  • Liaised between employees and upper-level management and resolved issues.
  • Managed and distributed staff contact lists to create lines of communication with partners and co-workers.
  • Prioritized tasks to meet deadlines for policy and program initiatives.
  • Fostered relationships with clients and partners through dynamic communication and prompt follow-up to questions and concerns.
  • Composed grammatically correct, clear and concise email responses to reflect company tone and style.
  • Leveraged telephony, email and chat technologies to resolve end-user inquiries.

Head Cake Decorator

Walmart
Wentzville, Missouri
06.2016 - 03.2021
  • Kept work area safe and sanitized by washing utensils, tools and countertops.
  • Increased business sales by influencing purchases and attracting customers with displays and professional service.
  • Tracked cake sales and productions processes.
  • Handled phone calls regarding inquiries, cancelled orders and ordering conflicts.
  • Scheduled bakery employees and assigned work to decorators.
  • Worked with customers to define cake vision based on color, theme, size and price.
  • Worked with clients to design custom cake decorations.
  • Managed material inventory and ordered new materials when needed.
  • Replenished and rotated food items, following correct food cooling and storage procedures.
  • Determined quantity of product to prepare for next day operation by maintaining detailed production schedule.
  • Frosted and iced cakes, cupcakes, cookies, and doughnuts.
  • Performed inventory and ordered more supplied and ingredients.
  • Trained new bakers on decoration processes.
  • Took custom orders from clients and provided accurate quotes.
  • Used photo cake software to create specialty birthday and anniversary cakes.

Cashier

St Peters, MO
08.2013 - 05.2014
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Operated cash register for cash, check and credit card transactions.
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Assisted customers by answering questions and fulfilling requests.

Stocker

Walmart
St Charles, MO
04.2011 - 08.2013
  • Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
  • Helped customers locate desired items and transfer oversized items to vehicles.
  • Created balanced pallets to support efficient and safe sales floor replenishment.
  • Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
  • Maintained well-organized restocking areas to avoid blocking aisles or creating safety hazards.
  • Regularly assessed sales floor stock levels to replenish with backstock merchandise before depletion.
  • Changed sales floor signs to show current pricing and support product promotions.
  • Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
  • Applied proper safety procedures in warehouse, stockroom and store and immediately informed management of safety concerns.
  • Performed inventory control, such as counting and stocking merchandise.
  • Unloaded arriving product stock and moved to store display areas.
  • Maintained effective team member communication.

Education

Some

Cyber Security

Saint Charles Community College

Skills

  • Adaptive and creative
  • Self-motivated and high-energy attitude
  • Recordkeeping proficiency
  • Exceptional time management skills
  • Quality assurance control
  • Report creation
  • Problem-solving abilities
  • Cross-functional team collaboration
  • Risk aversion recommendations
  • Process optimization
  • Financial reporting and analysis
  • Workflow coordination
  • Training facilitation
  • Task delegation
  • Professional demeanor
  • Work Planning and Prioritization
  • Relationship building
  • Accounts management
  • Data analysis
  • Root cause analysis
  • Attention to detail
  • Team collaboration
  • Veteran data entry experience
  • Process control
  • Research proficiency
  • Process error correction
  • Document management

Timeline

Service Process Cordinator

Citi
05.2023 - Current

Validation Specialist C05

Citibank
11.2022 - 05.2023

Customer Service Specialist

Elevate Outdoor
07.2022 - 10.2022

Customer Retention Specialist

NorthStar Insurance Advisors
03.2021 - 07.2022

Head Cake Decorator

Walmart
06.2016 - 03.2021

Cashier

08.2013 - 05.2014

Stocker

Walmart
04.2011 - 08.2013

Some

Cyber Security

Saint Charles Community College

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Danielle Heller