Kerry McAdoo

• Learned about the importance of patient-centered care.
• Learned patient vital signs, and illnesses, administered medications via oral, IV, and intramuscular injections, and monitored responses.
• Learned alongside experienced nursing professionals and nursing aids in learning new procedures.
• Attended various clinical sites to learn and implement classroom teachings.
• Maintained a 3.6 GPA and unanimously received all votes from nursing faculty and administration, which has never been accomplished by a student, which caused me to receive the "Shining Scholar Award."
• Learned how to utilize therapeutic communication techniques to facilitate patients' optimum level of wellness.
• Built rapport with peers, professors, administration staff members, patients, and members of patients' support systems.
• Learned how to assess the care needs of patients and families utilizing the nursing process.

• Worked closely with managers and staff in other departments to improve pre-and post-sales support and customer service.
• Oversaw customer service team training, development, and delivery.
• Developed strong relationships with customers and manufacturer representatives to support needs and solicit feedback on service improvements.
• Led and developed a team of associates providing top-tier customer service to diverse customers by monitoring order processing, answering questions, and maintaining warranty agreements.
• Implemented standard operating procedures to create consistent service levels for order processing, shipping, billing, and customer care.
• Established and maintained strong relationships with customers, vendors, and strategic partners.
• Build strong alignment with peers in Sales, Production, Marketing, Finance, and other areas.
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
• Demonstrates Operational Excellence with an affinity for a metrics-driven, results-driven approach.

• Cross-trained and assisted the Middle Office Onboarding, Maintenance, and Terminations (OMT) team while performing my duties as a Corporate Trust Services BSA (Bank Secrecy Act)/AML (Anti-Money

Laundering) Accounts Manager for customer remediation.

• Accounts Managers supporting customer due diligence remediation are responsible for reviewing governing documents to ensure the correct CIP customer entities are documented accurately in the systems.
• Complete customer contacts and research from domestic to international companies review BSA/AML documents for content accuracy and completeness while determining documentation required from customers, performing customer outreach and follow up.
• Adherence to the Customer Identification Program and BSA/AML policies and procedures is critical.
• Strong investigative, analytical, and customer service skills.
• Adhere and govern accordingly with BSA/AML laws and programs.
• Corporate Escrow Accounts balances from hundreds of thousands to multi billion-dollar balances.
• KYC/Customer verification - collecting personal/identity information to ensure you are speaking with the right person.
• Scrutinized bank statements for suspicious activity monitoring.

• Relocated to Greensboro, NC, from Dallas Fort Worth, TX, to take care of a critically ill mother.
• Maintained all her professional and personal business affairs.
• Ensured all her medical and household needs were appropriately handled and executed.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Kept close eye on mother vital signs, administered medications and tracked behaviors to keep healthcare supporters well-informed.
• Worked to improve and enhance her life through effective and compassionate care until her demise.

• Led and managed staff of managers, exempt, and non-exempt operations team members in Jacksonville, FL and Texas.
• Directly responsible for approximately 142 non-exempt Mortgage Relationship Managers.
• Overseen scheduling for all staffing areas to include developing operational procedures, training initiatives and daily operations.
• Led and maintained the planning and achievement of departmental goals and objectives consistent with the company culture, mission and policies and procedures.
• Maintained knowledge and understanding of operational strategies of business models within all areas of departmental operations.
• Drove change and improvement strategies across the entire department.
• Resolved issues and recommended actions based on production and compliance reports.
• Increased company growth through effective collaboration with sales and marketing departments.

• Directed, motivated, mentored and coached 57 operations staff and 3 managers compliant with company policies and procedures.
• Developed systems and procedures to improve operational quality and team efficiency.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Department distributed 20K Home Equity Lines of Credit applications monthly to be processed and audited monthly.
• Filled in and crossed trained with peers in several departments; Workflow, Doc Prep, Audit, Deed, and Government.
• Provided weekly production reports to Senior Leadership.
• Worked directly with internal and external customers to ensure a high level of customer satisfaction.
• Maintained and followed government and company-issued policies to ensure we were always in compliance.
• Led the planning and achievement of goals and objectives consistent with the bank's mission, culture, and philosophy.