Summary
Overview
Work History
Education
Skills
Timeline
GWENDOLYN E. BUTLER

GWENDOLYN E. BUTLER

Newark,Delaware

Summary

Customer-centric relationship builder, leveraging diverse and well-rounded banking experience to research and deliver high-quality solutions to client issues. Strong self-starter with proven ability to work independently. Known for excellent written and verbal communication skills with acute attention to detail. Accustomed to working with executive staff, project managers and key stakeholders while managing day-to-day operations in deadline-driven environments. Personable and dedicated Customer Service Representative with extensive experience in the financial and regulatory industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with a demonstrated passion for delighting the customer, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Customer Delivery Ops - Claims Analyst

Accenture Flex, Maryland
01.2020 - Current
  • Assist staff and support leadership through training, account auditing, quality assurance and compliance processes
  • Identify areas of opportunities for process improvements and enhanced colleague engagement
  • Provide active support to Leadership and Staff for resolution of high-level Claimant inquiries
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
  • Assist with the creation and Facilitation of Daily Training, provide bridge support to staff, and distribute cases while also maintaining an average of 20 cases worked per day
  • Provide Policy and Process Quality Assurance to staff (~3 agents per week)

Know Your Customer (KYC) Analyst

BARCLAYS CAPITAL
Newark, DE
01.2015 - 01.2018
  • Used various resources to confirm account information and recognized potential risk of new and existing customers
  • Analyzed existing policies to ensure compliance and make suggestions for process improvements
  • Identified numerous inefficiencies and errors in evidence file processing; championed efforts to move evidence file creation from New York to Delaware office, resulting in 50%+ decrease in evidence file errors department wide
  • Outperformed goal quality: supported Quality team with urgent remediations to avoid regulatory repercussions
  • Developed and facilitated training to share knowledge and enhance colleague engagement.

Customer Experience Manager

BARCLAYCARD US
Wilmington, DE
01.2013 - 01.2015
  • Collaborated heavily with Partnership, Operations, and Office of the President to drive process improvement, reduce customer complaints, and provide feedback to key stakeholders
  • Owned compilation and distribution of Transactional Net Promoter Scorecard (TNPS) scorecard and Daily Colleague Listening Program
  • Increased participant engagement by improving and driving efficiency for listening program (i.e., enhanced graphics, allowed “click and play” which allowed users to listen to daily calls via mobile phones)
  • Coordinated launch of V.O.I.C.E
  • Blog which provided feedback and Q&A forum for listeners of Daily Listening Program
  • Identified process breaks, reduced complaints, and improved customer experience
  • Launched and maintained Customer Experience intranet page which gave visibility into metrics and achievements of Customer Experience team, ensuring key stakeholders ability to review partner-specific complaint data in real time with minimal delays
  • Co-managed Magic Moments and Customer Excellence Programs which highlighted and rewarded individual colleague achievements while drawing awareness to Customer Experience brand.

Executive Assistant

BARCLAYCARD US
Wilmington, DE
01.2012 - 01.2013
  • Honed organizational skills while providing administrative support to CEO and 12 direct reports
  • Daily duties included coordinating with staff to ensure seamless and timely implementation of key meetings, travel, and meetings Barclays Leadership team and counterparts in UK, New York, Germany, and South Africa
  • Reduced travel expenses by identifying additional vendors and participating in rewards programs
  • Authored documents to assist in new-hire training for all executive administrative assistants.

Executive Assistant, Chief Operating Officer | Process Control Assistant

BARCLAYCARD US
Wilmington, DE
01.2011 - 01.2012
  • Provided administrative support to GCOO strategy and analysis director in addition to 5 US reports, and 13 UK reports
  • Managed daily calendar needs, team building events, and arrangements for weekly and monthly ex-co meetings
  • Provided operational support to president of process control
  • Improved morale and working relationships while operating under budget through on-site and off-site team-building events
  • Performed audit for Soldiers and Sailors Civil Relief Act which identified 100+ accounts where proper regulatory controls had not been attributed correctly
  • Co-authored Collections Compliance Matrix document, state-by-state breakdown highlighting various call issues and rules, ensuring Barclay’s compliance with Telephone Consumer Protection Act (TCPA) and eventually leading to overall reduction of telephone violation complaints.

Senior Account Manager

BARCLAYCARD US
Wilmington, DE
01.2006 - 01.2011
  • Provided inbound and outbound support for accounts in various stages of delinquency (30 to 180+ days)
  • Supported management through customer escalations and quality reviews for individual collectors
  • Oversaw handling of written customer complaints and agent-logged complaints
  • Established close-the-loop process which provided end-to-end transparency with respect to complaint reporting on individual level; led to more accurate agent-level reporting
  • Reduced written complaints 12% by identifying numerous inefficiencies in complaint handling
  • Co-authored and instituted zero-tolerance policy which provided education for collectors and accountability for bank for egregious violations in customer service
  • Selected as trainer and assistant manager for UK “Project Uplift”, allowing test group of staff to collect on delinquent accounts across UK and providing additional staff sourcing capabilities.

Education

Certification, Six Sigma Green Belt -

Villanova University
09.2012

Certification, Microsoft Word, Access, and Excel -

Delaware Technical & Community College
01.2012

Skills

  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Creative Problem Solving
  • Multitasking and Prioritization
  • Salesforce CRM
  • Excellent Attention to Detail
  • Computer Proficiency
  • MS Office
  • Regulatory Compliance
  • Computer Skills
  • Process Improvement
  • Business Development
  • Remote Office Availability
  • Strong Analytical and Problem Solving Skills
  • Microsoft Office
  • Policies and Procedures Adherence

Timeline

Customer Delivery Ops - Claims Analyst - Accenture Flex, Maryland
01.2020 - Current
Know Your Customer (KYC) Analyst - BARCLAYS CAPITAL
01.2015 - 01.2018
Customer Experience Manager - BARCLAYCARD US
01.2013 - 01.2015
Executive Assistant - BARCLAYCARD US
01.2012 - 01.2013
Executive Assistant, Chief Operating Officer | Process Control Assistant - BARCLAYCARD US
01.2011 - 01.2012
Senior Account Manager - BARCLAYCARD US
01.2006 - 01.2011
Villanova University - Certification, Six Sigma Green Belt,
Delaware Technical & Community College - Certification, Microsoft Word, Access, and Excel,

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GWENDOLYN E. BUTLER