Summary
Work History
Education
Skills
Additional Information
Timeline
Generic

Keri Gauger

Lansing,KS

Summary

Tenured associate with a proven history of outstanding results. Experienced in a wide range of administrative support including knowledge of systems such as SharePoint, PowerPoint, Word, Excel and Outlook, forms design principle. Works as a team player and communicates with others. Very efficient and a hard worker. Outstanding organizational and problem-solving abilities. Able to work in a fast paced environment independently and with others. Able to communicate and work with various levels of the organization. Have a strong follow through on work and have the ability to manage multiple projects, the ability to identify needs and requirements, and establish plans and processes to ensure successful results.

Work History

Administration

  • Follow or creates established procedures to complete complex assignments under limited supervision
  • Resolves problems that require an in depth investigation or research to determine the root cause
  • Assists on projects related to issues that work around remediation issues
  • Remediated accounts and processes to make sure that it worked as designed with other departments, as well as basic analysis and research
  • Works with Issue Managers to follow-up on issues identified in the remediation process
  • Able to complete reports in a timely manner
  • Demonstrating independent critical thinking skills when researching and resolving complaints
  • Assisted with preparation of external audits for companies' internal use and federal or other agency requirements.
  • Took swift action on accounting issues and system discrepancies.
  • Prepared working papers, reports and supporting documentation for audit findings.
  • Working independently and demonstrating success in high production and quality scores
  • Exhibiting business knowledge by understanding policies and having Recovery experience.

Training and Development

  • Prioritize personal work assignments or project assignments that have been assigned.
  • Reviews quality results and identifies process gaps and helps determine solutions.
  • Filed, organized and archived training materials to support future training sessions.
  • Wrote training manuals for new employees in all positions according to strict company guidelines and protocols.
  • Act as a liaison to business for work assignments including asking fact finding questions, follow up on open items and help content approval.
  • Updated and set up instructions and uploaded course materials in webinar and learning management software.
  • Established and maintained quality control standards.
  • Built and maintained professional relationships with vendors and suppliers.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Monitor work progression ensuring completion of work assignments by due date.
  • Work with project management teams and Senior Supervisors to create processes and guide them through the approval process.
  • Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.
  • Work with Risk, Legal and Compliance groups on approving process documents that have been sent to them for approval.

Customer Service

  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Developed lasting relationships with customers, which helped to bring in additional business opportunities.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Negotiated payment arrangements and settlements with cardholders to resolve their debt and delinquencies.
  • Using decision-making skills while adhering to strict laws and regulations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.

Education

Associate of Arts -

Kansas City Kansas Community College
Kansas City, KS
12.2008

Skills

  • Team Leadership
  • Auditing Techniques
  • Compliance Management
  • Time Management
  • Internal Controls
  • Decision Making
  • Problem Solving
  • Data Analytics
  • Policy Development
  • Critical Thinking
  • Technical Writing
  • Computer Proficiency in Word, Excel, Powerpoint, Sharepoint, Outlook, Workday

Additional Information

2017-2023 Compliance Control Specialist Citibank Kansas City, MO

2015-2017 Technical Writer Citibank Kansas City, MO

2012-2015 Controls Analyst Citibank Kansas City, MO

2010-2012 Recovery Legal Specialist Citibank Kansas City, MO

2009-2010 Recovery Dispute Specialist Citibank Kansas City, MO

2001-2009 Recovery Probate Specialist Citibank Kansas City, MO

1997-2001 Collections(Early to Late Stage) Citibank Kansas City, MO

Timeline

Administration

Training and Development

Customer Service

Associate of Arts -

Kansas City Kansas Community College
Keri Gauger