Summary
Overview
Work History
Education
Skills
Timeline
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Julie McFall Fensel

Valley City,OH

Summary

Dynamic leader with a proven track record at PNC Bank, excelling in staff development and operations management. Spearheaded targeted training programs, enhancing team productivity by over 30%. Skilled in data analysis and fostering teamwork, adept at driving process improvements and delivering superior customer satisfaction. Balances complex problem-solving with effective staff motivation to achieve organizational goals.

Overview

17
17
years of professional experience

Work History

Lockbox Supervisor

PNC Bank
01.2019 - 11.2023
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Sales Associate

American Shaman
09.2021 - 03.2023
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Managed efficient cash register operations.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.

Warehouse Product Picker

Amazon
10.2018 - 01.2020
  • Participated in ongoing training sessions, staying informed on best practices for efficient product picking operations.
  • Demonstrated adaptability in adjusting to changes in priorities or work assignments due to fluctuating demands.
  • Picked and packed order items.
  • Pulled merchandise from inventory storage and documented quantities to maintain accuracy.

Underwriter Supervisor

PNC Bank
10.2016 - 01.2019
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Determined and documented loan conditions and communicated requirements and decisions.
  • Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
  • Examined credit reports, financial statements and tax returns to determine repayment capability.
  • Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
  • Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
  • Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
  • Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
  • Collaborated with sales teams to develop competitive pricing strategies for new products, increasing market share.
  • Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
  • Mitigated potential financial losses, closely monitoring high-risk accounts and recommending appropriate actions.

Collections Supervisor

PNC Bank
10.2006 - 10.2016
  • Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Mentored junior staff members on best practices in debt collection techniques and procedures.
  • Ensured compliance with federal, state, and company regulations in all collection activities.
  • Negotiated to collect balance in full.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Identified needs and provided training to clarify expectations of collections agents.
  • Streamlined department operations by optimizing workflows, policies, and procedures.
  • Recommended and implemented techniques to improve productivity and cut costs for company.
  • Accessed credit records to evaluate customer credit histories.
  • Processed payments and applied to customer balances.
  • Interviewed and assisted in selection of candidates for collections positions on team of 18.
  • Investigated and reviewed credit risks and collections.
  • Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
  • Acted as central point of contact for both employees and customers on routine credit and collection issues.
  • Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
  • Documented conversations with consumers and research into accounts.
  • Reduced delinquency rates with proactive account management and timely followups.

Education

Business Administration

Baldwin Wallace
Berea, OH

Skills

  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Complex Problem-Solving
  • Staff Development
  • Staff Discipline
  • Operations Management
  • Process Improvement
  • Data Analytics
  • Teamwork and Collaboration
  • Problem-Solving
  • Multitasking
  • Attention to Detail
  • Time Management
  • Excellent Communication
  • Self Motivation
  • Task Prioritization
  • Data Analysis
  • Quality Assurance

Timeline

Sales Associate

American Shaman
09.2021 - 03.2023

Lockbox Supervisor

PNC Bank
01.2019 - 11.2023

Warehouse Product Picker

Amazon
10.2018 - 01.2020

Underwriter Supervisor

PNC Bank
10.2016 - 01.2019

Collections Supervisor

PNC Bank
10.2006 - 10.2016

Business Administration

Baldwin Wallace

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Julie McFall Fensel