Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Moroz

Fargo,ND

Summary

Dynamic professional with over 20 years of experience in customer service and compliance. Expertise in problem-solving and communication, committed to enhancing client satisfaction and driving continuous improvement.

Overview

18
18
years of professional experience

Work History

Enterprise Compliance Risk Assessment (ECRA) Lead

U.S. Bank
02.2018 - 06.2026
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.

Risk and Compliance - Operational Self Assessment

U.S. Bank
04.2015 - 02.2018
  • Paid attention to detail while completing assignments.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Strengthened communication skills through regular interactions with others.

Customer Service Manager

U.S. Bank
03.2008 - 04.2015
  • Led customer service team, driving improvements in service delivery and client satisfaction.
  • Analyzed customer feedback to identify trends and implement effective solutions for service enhancement.
  • Monitored key performance indicators to assess team effectiveness and drive continuous improvement initiatives.
  • Fostered a culture of accountability by setting clear expectations and providing ongoing support to team members.
  • Established strong relationships with clients, enhancing loyalty through personalized service and proactive communication.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Education

Bachelor of Science - Business Administration

North Dakota State University
Fargo, ND
08-1995

Skills

  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Flexible and adaptable
  • Excellent communication
  • Critical thinking
  • Problem resolution
  • Organization and time management

Timeline

Enterprise Compliance Risk Assessment (ECRA) Lead

U.S. Bank
02.2018 - 06.2026

Risk and Compliance - Operational Self Assessment

U.S. Bank
04.2015 - 02.2018

Customer Service Manager

U.S. Bank
03.2008 - 04.2015

Bachelor of Science - Business Administration

North Dakota State University
Kelly Moroz