Summary
Overview
Work History
Education
Skills
Timeline
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Karen Franklin

Monroe,LA

Summary

Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of mortgage banking . Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.

Overview

23
23
years of professional experience

Work History

Mortgage Banking Doc Ops Sr Specialist

JP Morgan Chase
Monroe, LA
01.2013 - Current
  • Identified areas in need of critical improvement and implement strategies to achieve targets.
  • Supported department leadership in implementing new policies, procedures, and controls.
  • Followed all company policies and procedures to deliver quality work.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Modeled effective and constructive communication behaviors between department heads, low-level staff, and senior leaders to improve cross-functional collaboration.
  • Handled 25-50 calls per day to address customer inquiries and concerns

Records Management Associate

JP Morgan Chase
Monroe, LA
01.2012 - 01.2013
  • Conducted thorough research using diverse resources to assist the professional staff with routine and special project tasks.
  • Facilitated communication between internal and external project stakeholders to keep all parties well-informed.
  • Offered office-wide software support and training, troubleshooting issues, and optimizing usage.
  • Oversaw training and onboarding process for all newly hired employees.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Handled 10-30 calls per day to address customer inquiries and concerns

Center Manager

Ace Cash Express
Monroe, LA
12.2011 - 01.2012
  • Devised processes to boost long-term business success and increase profit levels.
  • Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
  • Assisted with marketing strategy creation and advertising initiatives to better promote, facility to the public.
  • Delivered leadership to an executive team dedicated to driving ambitious targets with well-orchestrated plans.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed work and performance of more than 10-15 employees.

Assistant Manager

Gilley Enterprise
West Monroe, LA
01.2003 - 01.2011
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Achieved recognition for contribution to store success by optimizing sales.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Reduced financial discrepancies by monitoring credit card sales and deposits

Cashier/Server

Gilley Enterprise
West Monroe, LA
01.2000 - 01.2003
  • Answered questions about store policies and addressed customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items and join reward programs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.

Education

BBA - Accounting And Business Management

University of Louisiana At Monroe
Monroe,Louisisana
05.2016

High School Diploma -

West Ouachita High School
West Monroe, LA
05.2002

Skills

  • Expert in Microsoft Office 365 and Outlook
  • Customer Relations
  • Fluent in English
  • Banking background
  • Attention to Detail
  • Active Listening
  • Analytical and Critical Thinking
  • Data Entry
  • Training and Development
  • Interpersonal Communication
  • Written Communication
  • Flexible and Adaptable

Timeline

Mortgage Banking Doc Ops Sr Specialist

JP Morgan Chase
01.2013 - Current

Records Management Associate

JP Morgan Chase
01.2012 - 01.2013

Center Manager

Ace Cash Express
12.2011 - 01.2012

Assistant Manager

Gilley Enterprise
01.2003 - 01.2011

Cashier/Server

Gilley Enterprise
01.2000 - 01.2003

BBA - Accounting And Business Management

University of Louisiana At Monroe

High School Diploma -

West Ouachita High School

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Karen Franklin