Julie Whipple
Puyallup,WA
Summary
Proactive Business Analyst with 4+ years Oracle CRM experience in Community Banking and 18 years of Customer Service experience. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue. Detail-oriented team player with strong organizational skills. Ability to prioritize multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
CRM Business Analyst
Umpqua Bank (merged With Columbia Bank In 2023)
06.2019 - Current
- Carry out a variety of professional duties related to the review, assessment and development of business processes and the CRM platform
- Function in liaison capacity as a support to project team
- Manage scrum portion of team meetings to help coordinate action items within weekly sprints
- Assist in establishing enterprise CRM architecture by integrating solutions across all functioning lines
- Collaborate with bank stakeholders to identify business needs and translate the business' requirements into system deployments and/or business process changes in an effort to increase operational efficiency
- Provide ongoing technical support of CRM: troubleshoot and resolve system issues, generate standard and custom reporting to manage KPIs (dashboards, automated file delivery on regular or ad-hoc basis), manage support queue, conduct in-person and virtual end user trainings and author knowledge base training material (CRM Job Aids and User Guides)
- Manage data quality and integrity; analyze root causes and address any reporting discrepancies between CRM feed to analytics system
- Identify patterns and trends in large data sets and provide remedial insights and solutions
- Complete quarterly testing of CRM system upgrades and maintenances. Effectively communicate with the business pertaining to all potential impacts to standard end user workflows including anticipated timelines for corrective measures
Client Care Representative
Columbia Bank (merged With Umpqua Bank In 2023)
04.2018 - 06.2019
- Verified Clients and promptly answered general and complex account inquires, questions, concerns and feedback via various channels including telephone, secured email and live chat
- Upheld high standard of service by swiftly responding to all Clients, demonstrating sincere empathy and competently satisfying all Client requests
- Processed loan payments, funds transfers, stop payments, ACH and Visa Debit/Credit Card Disputes and resolved online banking issues
- Generated daily deposit account overdraft reports and managed daily regulatory outbound overdraft calls to Clients with overdrawn accounts and promoted the various forms of overdraft protection
- Partnered with other operational departments to assist in specialized processing and researching to resolve client requests quickly
- Cross-trained new employees on core banking system, support systems, outbound overdraft calling including best practices and protocols
Universal Banker
Umpqua Bank
09.2013 - 04.2018
- Cashed checks, accepted deposits and withdrawals within authorized limits, processed loan and credit card payments, stop payments and wire transfers
- Opened new deposit and loan accounts, ordered checks, debit cards and assisted with onboarding Clients in online banking services in an effort to facilitate new and ongoing transactions
- Investigated and resolved all Client inquires in helpful and timely manner
- Identified Client financial needs through in-person efforts, cold calls, community outreach, referrals and marketing campaigns
- Exhibited expertise and proficiency in educating, selling and administering financial products and referred Clients to appropriate business partners for enhanced services
- Built and maintained strong Client relationships by providing exceptional service and financial advice
Stock Room Lead/Manager on Duty
Ross Stores
03.2012 - 06.2013
- Received truck daily prior to store hours
- Supervised Stock Team while processing and merchandising product and identified and eliminated obstacles to help increase productivity and accuracy
- Prioritized and delegated tasks according to inventory size of incoming truck and employee strengths
- Tracked employee productivity and enforced company's productivity goals
- Maintained neat and organized stockroom for staff to easily and safely access supplies and fixtures as needed
- Managed store staff and completed store open/closing responsibilities and secured building
Presentation Team Leader
Target
11.2010 - 03.2012
- Planned, organized and set store planograms 2 weeks ahead of company scheduled planogram due dates
- Created employee schedule 3 weeks in advance based on payroll budgets and forecasted workload
- Managed inventory and display takedown, shelving and fixture reconfiguration, new signing and display setup; new product merchandising
- Created interior displays and ensured inventory was stocked and merchandised to capacity to promote products in alignment with corporate sales objectives
- Tracked weekly planogram completion to maintain company standards
- Coached and documented team member work performance
Guest Service Team Leader
Target
08.2005 - 11.2010
- Managed frontend store operations including cashier team, photo lab team, food services team, cash office team and cart attendants
- Evaluated frontend team work performance and monitored cashier speed and productivity
- Drove sales and guest loyalty by providing "fast, fun and friendly service" while ensuring inventory supplies were stocked and available for purchase
- Helped to conduct guest traffic at the registers, calling for backup cashiers as needed to accommodate the business
- Create employee schedule 3 weeks out based on payroll budgets and anticipated forecasts
- Processed credit card applications
- Wrote and administered team member performance reviews
- Conducted prospective team member interviews and screenings
Education
No Degree - General Studies
Brigham Young University
Provo, UTHigh School Diploma -
Shelton High School
Shelton, WA06.2002
Skills
- Customer Experience
- Customer Satisfaction
- Oracle CRM
- User Assistance
- Analysis and Evaluation
- Write Reports
- Service Quality
- User Acceptance Testing (UAT)
- System Migration
Systems
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Azure DevOps
- Ivanti Service Manager
- Oracle Sales Cloud
- Salesforce Financial Services Cloud
Timeline
CRM Business Analyst
Umpqua Bank (merged With Columbia Bank In 2023)
06.2019 - Current
Client Care Representative
Columbia Bank (merged With Umpqua Bank In 2023)
04.2018 - 06.2019
Universal Banker
Umpqua Bank
09.2013 - 04.2018
Stock Room Lead/Manager on Duty
Ross Stores
03.2012 - 06.2013
Presentation Team Leader
Target
11.2010 - 03.2012
Guest Service Team Leader
Target
08.2005 - 11.2010
No Degree - General Studies
Brigham Young University
High School Diploma -
Shelton High School
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