Diana Gomez
Hampton,VA
Summary
Skilled customer service team leader / (TL) business analyst (BA), recruiter with more than 20 years’ experience learning the business from entry level to senior management positions. Accomplished career helping organizations (ARM) attract, retain, and maintain organizations with the ‘right’ people while innovating, developing, and growing their people, products, and services. Wide-ranging experiences working in several areas: service, operations, marketing, recruiting, accounting, compliance, training, and information technology (IT). PROFESSIONAL PERFORMANCE STRENGTHS AND SKILLS Articulated verbal/written thoughts/ideas effectively Provided essential classroom, OJT, deskside training Satisfied callers with a high degree of accuracy Observant/analytical performance evaluator/assessor Worked well independently and in team settings Creative and innovative thinker Made expert, adept, complex business decisions Organized, systematic, project and process manager Recognized as a strong leader and manager, effective Valued as a reliable resource for coworkers Provided consistent/positive customer interactions Entrusted with any job, punctual, dependable Patient, attentive, and active listener, efficient, Established and maintained customer relationship
Overview
28
28
years of professional experience
Work History
Senior Shareholder Account Representative
Capital Group/American Funds
Compliance/Legal
Capital Group/American Funds
- Established and maintained customer relationships when business partners encountered legal compliance issues, complex transactions, IRS publication issues for mutual fund investments, liquidations, transfers, and exchanges
- Ensured fair pricing practices, company policy and procedures, and government regulations were followed
- Coordinated, reviewed, updated, disseminated new and existing policies and procedures in briefings and training materials, and legal manual to ensure adherence to government regulation
- Prepped for audits (IRS and SEC)
- Cross Training Experiences
- Cross-trained and volunteered in several departments to increase resources, improve workforce, efficiency, products services, and response times
- Cross-trained in the mail room, cash and document control, accounting, learned every position, worked every shift
- Scanned, sorted, batched, and imaged mail
- Batched, coded, and dropped checks in the NCR machines for bank deposits
- Researched, verified, and confirmed documents were appropriately signed
- Volunteered for overtime hours: unexpected demand, labor shortages, employee training, and seasonal hours.
Team Leader, Supervisor, leader, coach, trainer
TL, Capital Group/American Funds
01.1996 - 01.2006
- Recruiter, phone, and mail workflow manager, Developed, coached, and led teams of 8-10 phone, processing, and WORD Quality Assurance Processors (QAP) in a fast-paced call center environment
- Used: deskside coaching, on-the-job-training, and mentoring to ensure associates produced and mailed quality letters expeditiously
- Acquired extensive phone, processing, managing/leading, recruiting, information technology (IT), and compliance knowledge
- Assessed customer calls while reviewing processed sources to verify associates met quality company policies/procedures
- Dedicated to client retention for retirement accounts/group plans, building long-term relations, tracking account/ product information, addressing customer/plan issues, helping marketing retain and service their accounts
- Facilitated training classes, provided in-class support, and floor duty coverage for trainers and class participants
- Drafted phone and transaction processing documents, briefings, and job aids materials for business areas
- Managed several core, team responsibilities, department workflow, WORD QAP, transfer of retirement assets-(TORA)
- Adeptly balanced/managed department workflow for 25-30 teams of 8-10 associates during bear and bull market cycles
- Participated in capacity planning for phone and operational units to project periodic workflow demands
- Requested to exclusively manage hundreds of extremely large institutional and brokerage accounts, escalated supervisor and manager calls, time-sensitive transactions, regulatory/compliance issues, ensuring proper solutions were achieved
- Created an action plan that improved department letter quality, increased production, decreased loss write-offs and complaint calls
- Week after plan implementation, letter carryover dropped from 500+ daily letter carryover to zero
- Associates decreased grammar, formatting, and typo errors.
Business Analyst
01.1998 - 01.2002
- BA), Capital Group/American Funds, Norfolk, VA – Analyzed data, assessed customer service processes, procedures, defined requirements, drafted policy recommendations, acted as the liaison (business areas and IT (, )
- Collaborated with several business areas, end users, testers, clients, developers, analysts, and project managers (PMs) through all phases of project life cycles to mitigate production/release issues
- Authored training materials, briefings, job aids, and presentations
- Facilitated classes on new processes, procedures, software, systems, applications, and databases to associates, management, and clients
- Spearheaded hundreds of conference calls, meetings, and presentations for several business areas, users, testers, clients, developers, other analysts, and project manager (PMs) to ensure milestones or deadlines were meet
- Managed small, medium, and large projects
- Kept all project within scope, on budget and on time implementation
- Major projects included Y2K, Disaster Recovery, Roth IRA, TORA, VA 529 Plans, SHARE Projects, and many more
- Streamlined the TORA paper/mail manual process from 30–45 days to a three-to-four-day automated process for five service centers
- TORA: reduced labor hours and costs while increasing and expediting profits
- TORA helped clients reduce costs, avoid market fluctuations, and transfer assets promptly
- Exceeded BA position expectations – was promoted to systems analyst when internship ended
- Human Resources/Shareholder Services – Capital Group/American Funds, Norfolk, VA
- Attract, maintain, and retain (ARM) talented phone, processors, mail room, and general office assistants (GOA) associates
- Phone screened, interviewed, reviewed applications, and hired prospective candidates for phone, operations, and other supporting departments
- Attended job/career fairs, military separation events, college seminars
- Attracted, retained, and maintained quality candidates to ensure the company was a good fit for the candidate and candidate was a good fit for the company.
Phone, Transaction Processor
01.1990 - 01.1993
- Responded to hundreds of callers daily, processed all available transaction work types (40+)
- Acted as workflow section team leader (TL) when TL was absent
- Analyzed, researched, developed, implemented plan with (senior management); merged specialized phone and operations processing unit
- Collaborated with senior management in Brea, CA
- Site to launch new service centers in San Antonio, TX
- And Norfolk, VA
- The centers decreased Brea’s workload spreading phone calls and mail across three regions, opened phone lines two-fold increasing company phone and mail availability to customers
- Chosen to research, process, and resolve complex corrections; accurately, judiciously, and timely; communicate resolutions to customers to minimize complaint calls, non-current transactions, and loss write-offs.
Account and Collections Manager
Military TV and Stereo and MSC TV and Stereo
01.1981 - 01.1986
- Managed and trained team of collectors to professionally contact borrowers for payments on products and services
- Trained collectors on phone etiquette, company policy, state, and federal guidelines
- Coached collectors on a tough balancing act
- Problem solve- treat the debtor with respect, follow the law, and meet the business needs,
- Managed complaints negotiated payment arrangements, and restructured customer contracts to confirm payment
- Established strategies to meet collection and delinquency goals and targets
- Drafted periodic reports on collectors’ and collection department's progress, statistics, and data analysis
- Covered as acting store manager (sales, repair, marketing, contracts, payments, customer service
- Volunteered to participated in monthly, quarterly, and annual inventory management - audits, controls, and counts
- Used inventory ratios/formulas to manage inventory, elevate performance, and better target revenue goals.
Agent and Service Representative
Home Security Life Insurance Company
01.1978 - 01.1981
- Licensed life, fire, and health insurance agent, sold and serviced policies
- Collected and posted premiums
- Analyzed customers’ portfolios to determine their insurance needs
- Acted as a strategic and supportive partner for customers at every stage of the buying and servicing process
- Supported office manager helping every agent: make their referral callbacks, provided office coverage, order, display, presented new sales and service information, tackled ‘office’ customer issues, and setup appointments
- Added support - boosted office: customer retention, sales, service response times, built customer relationships
- (Agent of the month in first year 9 of 12 months).
Education
High School Diploma -
Master of Business Administration, (MBA) - undefined
2013
GPA: 4.0
Bachelor of Science - Business/Organizational Innovation Organizational Innovation
2011
GPA: 3.98
Associate of Arts Degree - undefined
8.1989
GPA: 3.548, GPA: 4.0
Skills
- Business Process Optimization
- Prospecting Skills
- Project Management
- Data Analytics
- Data Tracking
- Trend Forecasting
- Accounts Payable and Accounts Receivable
Additional Information
- HONORS AND AWARDS , Dean’s List, J Sergeant Reynolds, 2014-2016 Delta Mu Delta International Honor Society in Business, University of Phoenix, 2013
Timeline
Business Analyst -
01.1998 - 01.2002
Team Leader, Supervisor, leader, coach, trainer - TL, Capital Group/American Funds
01.1996 - 01.2006
Phone, Transaction Processor -
01.1990 - 01.1993
Account and Collections Manager - Military TV and Stereo and MSC TV and Stereo
01.1981 - 01.1986
Agent and Service Representative - Home Security Life Insurance Company
01.1978 - 01.1981
Senior Shareholder Account Representative - Capital Group/American Funds
Compliance/Legal - Capital Group/American Funds
Gateway Senior High School - High School Diploma,
University of Phoenix - Master of Business Administration, (MBA),
University of Phoenix - Bachelor of Science, Business/Organizational Innovation Organizational Innovation
Coastal Carolina Community College, Sergeant Reynolds - Associate of Arts Degree,
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