Dsman Lindsey
Rowlett
Summary
Operations and performance improvement professional with 8+ years of experience in financial services, customer care, operations, and education. Proven success partnering with leaders, coaching employees, analyzing performance trends, and implementing solutions that improve operational efficiency and customer experience. Selected as a Subject Matter Expert (SME) within Bank of America's Estate Servicing department to mentor new associates, reinforce quality standards, and support learning initiatives. Skilled in performance consulting, root cause analysis, stakeholder collaboration, continuous improvement, change management, and data-informed decision-making. Recognized for building trusted relationships, influencing positive outcomes, and delivering measurable business results in fast-paced, customer-focused environments.
Overview
9
9
years of professional experience
Work History
Operations Specialist – Back Office Fulfillment
Marcus by Goldman Sachs
Richardson, TX
01.2025 - Current
- Partner with cross-functional teams to resolve operational issues while ensuring compliance with company policies and regulatory requirements.
- Analyze customer account information, operational data, and workflow trends to identify opportunities for process improvements and operational efficiency.
- Perform root cause analysis to resolve complex account issues and recommend effective solutions.
- Support exceptional customer experiences through accurate and timely processing of financial transactions and servicing requests.
- Collaborate with business partners to improve workflows, strengthen operational performance, and support business objectives.
- Maintain detailed documentation while consistently meeting quality, compliance, and productivity standards.
- Contribute to continuous improvement initiatives that enhance business performance and customer satisfaction.
- Streamlined operational processes to enhance efficiency and reduce processing times.
- Collaborated with cross-functional teams to improve service delivery and client satisfaction.
Substitute Teacher, K-12
Garland Independent School District
Garland, TX
02.2024 - 01.2025
- Partner with campus administrators and instructional staff to maintain continuity of classroom operations across multiple campuses.
- Adapt quickly to diverse classroom environments while maintaining a structured, productive learning atmosphere.
- Coach and motivate students through effective communication, leadership, and classroom management.
- Collaborate with teachers and administrators to support instructional goals and student success.
- Demonstrate flexibility, professionalism, and strong organizational skills while managing assignments across multiple grade levels.
- Delivered engaging lesson plans aligned with curriculum standards for K-12 students.
- Managed classroom behavior effectively to maintain a conducive learning environment.
City Carrier Assistant (CCA)
United States Postal Service
Garland, TX
06.2024 - 10.2024
- Delivered exceptional customer service while managing high-volume mail and package delivery operations.
- Maintained productivity, quality, and safety standards in a fast-paced environment.
- Collaborated with supervisors and team members to resolve operational issues and improve workflow efficiency.
- Demonstrated accountability, attention to detail, and time management while meeting daily performance expectations.
- Adapted quickly to changing routes and operational priorities while maintaining excellent customer service.
- Delivered mail accurately and efficiently, ensuring timely service to residential and business addresses.
- Operated various postal equipment, maintaining compliance with safety and operational standards.
Research & Adjustments Specialist
Bank of America
Addison, TX
03.2017 - 12.2023
- Analyzed customer data to identify trends and enhance service delivery.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
- Delivered exceptional customer service by identifying client needs and providing personalized financial solutions while consistently meeting quality and performance expectations.
- Built trusted client relationships by resolving complex account concerns with professionalism, empathy, and accuracy.
- Utilized customer insights, account analysis, and problem-solving skills to recommend solutions aligned with customer goals.
- Partnered with branch leadership and cross-functional teams to improve operational efficiency and enhance the customer experience.
- Resolved complex customer concerns through analytical thinking, root cause analysis, and sound decision-making.
- Supported organizational change by educating customers on banking products, digital services, and operational procedures.
- Maintained compliance with banking regulations while ensuring operational accuracy, confidentiality, and service excellence.
- Managed multiple priorities in a fast-paced, high-volume environment while consistently meeting productivity and quality goals.
Subject Matter Expert (SME) – Estate Servicing
Bank of America, NA
Addison, TX
04.2021 - 07.2022
- Selected by leadership to support onboarding, coaching, and development of newly hired Estate Servicing associates.
- Served as the primary training resource for associates handling inbound calls regarding deceased clients and estate servicing procedures.
- Provided real-time coaching, mentoring, and performance support to improve associate effectiveness and confidence.
- Assisted associates in gathering sensitive client information accurately while ensuring empathy, professionalism, and regulatory compliance.
- Guided customers through documentation requirements, beneficiary verification, and the next steps for claiming estate funds.
- Partnered with leadership and training teams to reinforce quality standards, operational procedures, and performance expectations.
- Shared best practices and identified opportunities for process improvements that enhanced operational consistency and customer experience.
- Supported continuous improvement initiatives through coaching, feedback, and knowledge sharing.
Education
Associate of Applied Science - Healthcare Management
The College of Health Care Professions
TX11-2026
Skills
- Operational efficiency
- Planning and coordination
- Cross-functional communication
- Project management
- Process documentation
- Program evaluation
- Case management
- Improvement plans
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Excellent communication
Accomplishments
- Selected by Bank of America leadership as a Subject Matter Expert (SME) to coach, mentor, and support the development of new Estate Servicing associates.
- Demonstrated expertise in handling sensitive estate servicing inquiries while guiding clients through the estate claims process with professionalism and empathy.
Timeline
Operations Specialist – Back Office Fulfillment
Marcus by Goldman Sachs
01.2025 - Current
City Carrier Assistant (CCA)
United States Postal Service
06.2024 - 10.2024
Substitute Teacher, K-12
Garland Independent School District
02.2024 - 01.2025
Subject Matter Expert (SME) – Estate Servicing
Bank of America, NA
04.2021 - 07.2022
Research & Adjustments Specialist
Bank of America
03.2017 - 12.2023
Associate of Applied Science - Healthcare Management
The College of Health Care Professions