LAQUISH KELLY

• Managed daily operations to ensure efficient service delivery and compliance.
• Developed and implemented process improvements to enhance operational efficiency.
• Led cross-functional teams to streamline workflows and reduce bottlenecks.
• Coordinated training programs to enhance staff performance and knowledge.
• Oversaw budgeting and resource allocation for operational initiatives.
• Analyzed data trends to identify areas for operational enhancements.
• Facilitated communication between departments to improve collaboration and service quality.
• Ensured adherence to regulatory requirements and internal policies consistently.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Built strong operational teams to meet process and production demands.

• Provided technical expertise to cross-functional teams for issue resolution and technology solutions.
• Recommended policy changes to executive management, enhancing business best practices.
• Established quantifiable success criteria while managing a team of 5 project managers for project deliverables.
• Developed a new defect reporting process with client support, reducing resolution implementation time.
• Supported timely implementation of 160+ new banks, aligning resources and controlling costs.
• Orchestrated strategies for team effectiveness, including onboarding training to boost productivity.
• Approved hiring recommendations to engage staff early in change initiatives, minimizing resistance.

• Oversee daily operational and tactical aspects of multiple or large-scale Corporate eBanking projects within a matrixed organization environment, decreasing disruptive elements and risks associated with change.
• Identify and work to remove barriers to successful completion of projects.
• Establish customer expectations of project scope, deliverables, project communications procedures, and information dissemination for team members, effectively meeting client demands.
• Communicate with functional leads and managers to compile routine project progress reports by utilizing efficient communication strategies.
• Organize project logistics by leveraging budget control to ensure delivery within project timelines and budget while honoring contractual obligations.
• Coordinate personnel and resources to guarantee the smooth running of projects during the implementation of new client banks.

• Managed team of inbound account representatives for online banking and cash management products.
• Conducted quality assessments to uphold customer service standards.
• Coached and trained team members to improve communication skills.
• Troubleshot complex customer issues and escalated complaints effectively.
• Monitored call volumes, identified trends, and recognized areas for improvement.
• Communicated daily with staff and executives to provide updates and business direction.
• Managed daily service goals to ensure adequate staff coverage.

• Delivered quality implementations for property management companies.
• Reported on status and provided feedback regarding active implementations while collaborating with inter-departmental teams.
• Scheduled and conducted staff training sessions to enhance operational efficiency.
• Advocated for customers by overseeing scheduling, installation, testing, and delivery of contracted products.
• Facilitated inter-departmental activities during team status meetings and workshops to ensure project alignment.

• Documented and identified pre- and post-production interfacing issues for Project Managers and Technical Architects.
• Analyzed requirements for Internet Banking Software integration and vendor interfacing.
• Ensured completion of interfacing projects aligned with established expectations.
• Resolved third tier Check Free Web Pay 3.1, IBS, and S1 EP Enrollment issues.
• Trained customers on product functionality to enhance user experience.

• Reviewed and researched client issues regarding Online Banking, Cash Management, and Bill Payment products.
• Documented client issues using Pivotal software for future reference.
• Diagnosed application problems related to FTP, DUN, SQL interface, configuration, and browser issues.
• Assisted beta Cash Management clients with test scripts and technical product specifications.
• Acted as liaison between company and vendors including Metavante and Fiserv for streamlined communication.

• Resolved escalated customer cases and discrepancies in customer accounts.
• Trained new associates on standard operating procedures to enhance performance.
• Processed daily financial transactions, including opening and closing accounts.
• Managed payment of line of credit accounts and addressed all emailed banking inquiries.

Researched and resolved customer account issues in a high volume call center.

• Reviewed over 20,000 account items daily.

• Analyzed fraudulent activity and returned fraudulent items through the Federal Reserve.

• Communicated potential fraudulent behavior to customers