KATIE RAE DUNLEA
Holden,MA
Summary
Fantastic critical thinker with great memory and efficiently organize vast amounts of data. Great at performing internal audits, conducting investigative reporting and transcribing information. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.
Overview
11
11
years of professional experience
Work History
Senior Client Services Advocate
Bank of America
11.2021 - Current
- Complied with Bank and Federal policies for optimal support and individual protections
- Collaborated on implementation of collection strategies with collections, risk and fraud teams.
- Enhanced program operations with continuous development of policies and procedures
- Supported needs of Bank clients with knowledge of banking and IRS regulations
- Compiled and analyzed data, including statutes, decisions and codes.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
Financial Center Operations Manager
Bank of America
02.2018 - 11.2021
- Developed and implemented strategies to drive deposit, loan and partner referrals.
- Oversaw banking center operations, allocating resources and coordinating workflows to meet business demands
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Coached bankers in guided conversation and associated sales tactics to expand customer relationships
- Resolved customer inquiries and complaints, proactively using service to sales techniques to provide solutions
- Maintained financial and administrative controls, accurately tracking funds and keeping records current
- Managed customer experiences with close eye on team interactions, touchpoints and methods of engagement
- Facilitated strong lines of communication with senior management to actively present audit findings and recommendations.
- Followed established auditing processes to meet internal and regulatory requirements.
- Administered auditing program to address risks and evaluate compliance with regulatory requirements.
- Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning.
Relationship Manager
Bank of America
04.2016 - 02.2018
- Exceeded sales objectives to capture new leads and customers.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Communicated policy and procedure changes and project initiative updates to customers and stakeholders
- Defined and implemented service enhancements to improve customer experience and foster satisfaction
- Maintained deep knowledge of company products and services to provide clients with comprehensive consultations
- Performed as primary contact on client engagements and processed timely deliverables
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Understood and helped meet client aims and targets for successful outcomes.
- Researched industry trends and provided advice to colleagues for new sales opportunities.
Store Manager
Starbucks
08.2014 - 04.2016
- Provided consistent feedback and training to empower team members in confident and personable service-delivery
- Maintained leadership continuity at all times, establishing clear hierarchy and delegating management tasks to exceptional leadership team members
- Covered daily business requirements with well-organized schedule and properly delegated assignments
- Directed merchandising strategy to create eye-catching displays and increase revenue
- Monitored budgets and employed comprehensive loss prevention and inventory management strategies to meet goals
- Managed inventory audits, financial reconciliations and sales reporting.
- Maintained high store standards in merchandising, security and visual presentation.
- Organized regular inventory counts to keep records accurate and identify supply needs or loss points
- Reviewed operations regularly to identify and capitalize on opportunities to eliminate waste.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Store Manager
The Art of Shaving
09.2012 - 08.2014
- Set clear expectations for team performance, conducted periodic evaluations, and implemented corrective actions or merit increases
- Provided consistent feedback and training to empower team members in confident and personable service-delivery
- Met business and customer needs consistently, properly organizing schedules, inventory, and team assignments to handle expected demands
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Held employees accountable to company policies, procedures and service standards
- Managed inventory control, cash control, and store opening and closing procedures.
- Planned layouts for optimum workflows and business results.
- Boosted sales through successful advertising campaigns.
- Conducted periodic performance reviews to assess employee performance.
- Reviewed financial statements and activity reports to measure productivity or goal achievement
- Coordinated financial or budget activities to fund operations and maximize investments.
Education
No Degree - Theatre
University of Rhode Island
Kingston, Rhode IslandHigh School Diploma -
South Kingstown Highschool
Wakefield, Rhode Island06.2002
Skills
- Resource Management
- Auditing and Attestation
- Test Financial Controls
- Financial Information Systems
- Record Examination
- Government Standards
- Quality Assessments
- Discovery and Document Review
- Creative and Critical Thinking
- Database Maintenance
- Attention to Detail
- Team Collaboration
- Lexis-Nexis
- MS Office
- Document Preparation
- Feedback Incorporation
- Account Reconciliation
- Risk Aversion Recommendations
- Contract Compliance
- Sarbanes-Oxley (SOX)
- Regulatory Compliance
- Audit Programs and Processes
- Application Processes
Timeline
Senior Client Services Advocate
Bank of America
11.2021 - Current
Financial Center Operations Manager
Bank of America
02.2018 - 11.2021
Relationship Manager
Bank of America
04.2016 - 02.2018
Store Manager
Starbucks
08.2014 - 04.2016
Store Manager
The Art of Shaving
09.2012 - 08.2014
No Degree - Theatre
University of Rhode Island
High School Diploma -
South Kingstown Highschool
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