Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Certification
Laura Langan

Laura Langan

Assistant Vice President - Tech Support Analyst
Salt Lake City,UT

Summary

Energetic and multifaceted professional with 15 to 20 years of expertise in diverse industry sectors.

Leverages strengths in critical thinking, sound judgement, time management and attention to detail to effectively manage and prioritize competing tasks while consistently meeting established performance objectives and ensuring complete client satisfaction.

Highly committed with hardworking mentality and thrive in fast paced environments.

Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Innovative and goal-oriented professional. Dedicated team player skilled at mediation and conflict resolution.

Excellent oral, written and interpersonal communication skills. Outstanding computer skills, with the ability to learn new systems easily and proficiently.

Overview

23
23
years of professional experience
1
1
Certificate

Work History

Business Systems Consultant

Wells Fargo Bank N.A
10.2015 - Current
  • Strong business analysis, analytical, communication and collaboration skillset with proven track record in handling multiple projects and priorities
  • Able to comprehend stakeholder needs, analyze and provide guidance in determining details of data, reporting and business needs required
  • Participate in requirements gathering and analysis to drive development use cases, communicate requirements, logic and proof-of-concepts as appropriate to support end user business needs
  • Assist with test case preparation, provide user acceptance testing (UAT) support and oversight in execution of test cases by business partners
  • Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage
  • Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies
  • Communicated with advertising and sales teams to integrate customer feedback into future promotional efforts
  • Drafted integration plans to ease assimilation of products into customers' business infrastructure
  • Designed post-sale training curricula to educate customers on use and maintenance of Commercial Card products
  • Evangelized for updated Commercial Card products following introduction of new features or updated specifications
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes
  • Communicated and explained business requirements to team members to understand and implement functional demands
  • Applied knowledge of application components in conjunction with query tools to achieve business objectives
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements
  • Developed flowcharts and diagrams to describe and lay out logical operational steps
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems
  • Oversaw document development across project work streams to create internal control statements per compliance and regulatory standards
  • Offered input for complex documents to support client-ready final versions
  • Increased turn around for deploying production fixes by 15 to 30%
  • Data Entry
  • Administrative Duties.

Treasury Service Associate

Wells Fargo Bank N.A
01.2015 - 10.2015
  • Well-versed in the use of financial applications
  • Go-to Assist to access clients' computers remotely for troubleshooting
  • Provides excellent customer service to high level Commercial Credit Card clients
  • Recognized by management and clients for exceeding expectations
  • Utilized by management to train and coach new-hire employees
  • Resolved concerns with products or services to help with retention and drive sales
  • Described product highlights and benefits to help clients get the most out of our products
  • Boosted customer loyalty and improved implementation of solutions by personalizing interactions
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Documented problems and corrective actions to maintain records
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Data Entry
  • Administrative Duties
  • Escalated incidents to next level to remain compliant with company's standards and procedures.

Temporary Data Entry, Administration Assignments

Multiple Companies
04.2013 - 01.2015
  • Variety of temporary assignments, including but not limited to, remote Data Entry, Virtual Administrative Assistant, etc.

Office Manager/Administrative Assistant

BDI Insulation of Salt Lake City
04.2013 - 08.2014
  • General accounting duties using QuickBooks and Microsoft Excel; including processing payroll and payroll audits, AP /AR, bank reconciliations, petty cash, client invoicing, payment histories, collections, daily deposits, management of records and all reports; including budgeting, forecasting, profit and loss, cash flow, etc
  • Created and maintained appropriate internal controls for all accounting functions
  • Maintained computer and physical filing systems
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
  • Coached new hires on company processes while managing employees to achieve maximum production
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns
  • Prepared meeting materials and took clear notes to distribute to stakeholders
  • Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders
  • Prepared invoices, reports, financial statements and other documents using QuickBooks and Microsoft Office
  • Processed Payroll
  • Hired and mentored employees
  • Managed team responsibilities
  • Responsible for Inbound and outbound calls, including, but not limited to, accepting payments, collections, etc
  • Managed office
  • Data Entry
  • Administrative Duties.

Cashier/Customer Service

JR's Truck Stop
01.2004 - 01.2012
  • Resolved customer complaints and maintained clean and tidy checkout area
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store
  • Maintained customer satisfaction with quick and professional handling of product returns
  • Handled approximately daily credit and cash transactions for customers with accuracy and speed
  • Counted money in drawers at beginning and end of each shift
  • Maintained reports of transactions and greeted customers when entering and leaving establishment
  • Completed file maintenance log for price discrepancies
  • Performed cash, card and check transactions to complete customer purchases
  • Used POS system to enter orders, process payments and issue receipts
  • Maintained current knowledge of store promotions and highlighted sales to customers
  • Checked identification for proof-of-age for alcohol and tobacco sales
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
  • Worked this position full time and part time on and off for multiple years while getting my CNA and attending Dixie State University
  • Employer always kept me as staff and put me on the schedule as needed.

Customer Service Representative

Sprint
01.2008 - 07.2009
  • Assisted customers with a warm professional attitude
  • Answered general questions
  • Set up client appointments
  • Maintained Sales Associates' calendars
  • Answered calls from customers
  • Resolved customer information and complaints
  • Performed customer service surveys
  • Data Entry
  • Clerical Duties.

Sales / Management Trainee

Denver Mattress
06.2008 - 04.2009
  • Helped guide customers with their decision to purchase specific products and extra items to enhance their mattress purchase
  • Proposed in-house financing options for customers
  • Received the Nationally Recognized Top Customer Service Associate Award for my achievements
  • Data Entry
  • Administrative Duties
  • Managed customer expectations and helped navigate sales processes
  • Demonstrated products to customers, answered questions and redirected objectives to positive features
  • Contacted customers to immediately find resolutions for escalated issues.

Executive Assistant/Bookkeeper

Desert Canyons Development
01.2007 - 01.2008
  • Responsible for general bookkeeping details, including AP / AR, payroll, loan payments, job costing, profit and loss, and expense accounting
  • Assisted in the executive decision making process with spreadsheet analysis of cash flow projections, profit projections, for upcoming bids, and market conditions
  • Corrected entries that saved the company $83,000
  • Organized and coordinated conferences and monthly meetings
  • Processed travel expenses and reimbursements for executive team and senior management group
  • Screened calls and emails and initiated actions to respond or direct messages for managers
  • Filed paperwork and organized computer-based information
  • Created and managed office systems to efficiently deal with documentation
  • Screened personal and business calls and directed to appropriate party
  • Data Entry
  • Administrative Duties.

Loan Processor / Receptionist

Desert Valley Mortgage
04.2007 - 11.2007
  • Gathered all the required documentation for lender specific guidelines on customers' loans, including but not limited to, verifying employment, assets, etc
  • Consistently met lender, borrower, real-estate and underwriting deadlines in an efficient and timely manner
  • Prepared documents for underwriting by verifying client income, credit reports and other information
  • Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
  • Reviewed financial statements and contacted institutions and customers to clarify details
  • Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes
  • Data Entry
  • Administrative Duties.

Assistant Manager / Sales

DSH Housing Group
06.2004 - 04.2007
  • Assisted clients with details of home purchasing
  • Arranged financing options for clients with special or specific home purchasing needs and accepted their deposit monies
  • Updated customer orders for completion and reviewed for accuracy
  • Prepared all legal and factory specific documents to comply with state and local governments
  • Assisted sales team with completing customer transactions and managing issues
  • Trained new associates in successful sales and performance strategies
  • Demonstrated exemplary customer service by engaging clients on sales floor
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets
  • Liaised between customers and product development team to recommend product improvements
  • Expanded territories through customized mentoring, streamlined operations and personalized business relationships
  • Attracted new clientele and developed customer relationships by hosting product-focused events
  • Data Entry
  • Administrative Duties
  • Virtual Sales and Administration.

Customer Service / Sales

Assail Inc.
01.2002 - 03.2003
  • Assisted clients with Pre-Paid Credit Card concerns, including sales and account maintenance
  • Delivered superior customer service to retain existing customers and attract future customers
  • Inbound and Outbound Calling Center.

Education

  • Certified Nursing Assistant
  • CPR Certification
  • Certified in Calyx Loan Processing Program
  • Certified in QuickBooks Accounting Software Program
  • Southwest Applied Technology College
  • Canyon View High School

Skills

  • Create and Maintain Supplier Partnerships
  • Templates Management
  • Business Intelligence Systems
  • Service Recommendations
  • User Acceptance Testing (UAT)
  • Business Requirements Documents (BRDs)
  • Critical Thinking
  • Customer Monitoring
  • New Market Identification
  • Audit Oversight
  • General Accounting
  • Virtual Assistance for Clients and Colleagues
  • Business Intelligence Data Modeling
  • Document Oversight
  • Business Analysis
  • Team Member Development
  • Business Processes and Procedures
  • Compiling Data
  • Business Systems Management
  • Customer Communication
  • Variance Analysis
  • Customer Needs Assessments
  • Project Development and Management
  • Client Training Delivery
  • Social Perceptiveness
  • Change Request Processing
  • Complex Problem-Solving
  • Improving Operations
  • Data Mapping
  • Independence and Initiative
  • Work Organizing and Prioritizing
  • Requirements Analysis
  • Category Flexibility
  • Integrity and Dependability
  • Information Processing
  • Administration and Management
  • Sales and Marketing Support
  • Regulatory Reporting Requirements
  • Investigative Approach
  • Systems Analysis
  • Data and Analytics
  • Word Processing
  • Microsoft Office
  • Implementing New Business Systems

Timeline

Business Systems Consultant - Wells Fargo Bank N.A
10.2015 - Current
Treasury Service Associate - Wells Fargo Bank N.A
01.2015 - 10.2015
Temporary Data Entry, Administration Assignments - Multiple Companies
04.2013 - 01.2015
Office Manager/Administrative Assistant - BDI Insulation of Salt Lake City
04.2013 - 08.2014
Sales / Management Trainee - Denver Mattress
06.2008 - 04.2009
Customer Service Representative - Sprint
01.2008 - 07.2009
Loan Processor / Receptionist - Desert Valley Mortgage
04.2007 - 11.2007
Executive Assistant/Bookkeeper - Desert Canyons Development
01.2007 - 01.2008
Assistant Manager / Sales - DSH Housing Group
06.2004 - 04.2007
Cashier/Customer Service - JR's Truck Stop
01.2004 - 01.2012
Customer Service / Sales - Assail Inc.
01.2002 - 03.2003

Accomplishments

Won several national awards for outstanding customer service and sales.

Formally recognized for my impeccable work at streamlining application processes, creating effective workflow strategies, and reducing costly and avoidable delays on projects.

Consistently excel in any duty, renowned for achieving the impossible under any circumstances, including fast-paced and high stress environments, and consistently praised by all of my colleagues.

"I would like to give a shout-out to Laura Langan for the excellent partnership she provides to my team for maintaining the application in general as well as for her excellence in providing support in the resolution of specific, complex issues involving several laborious hours of debugging. She has streamlined various internal processes within her team that has resulted in the overall effectiveness of support and stability of the production environment. She works lock-in-step with the development team and willingly jumps in when called upon to assist with any kind of testing, including testing during off-hours for validation - post production installs. She is a great asset to any team she works in."

- Savitha Setlur, VP, DMP, DTM, FIII, Formerly Wells with Wells Fargo

"I worked with Laura Langan at BDI Insulation of Salt Lake City. I worked as the division manager and Laura worked as the Office Manager. I recommend Laura as a great Office Manager who consistently exceeded my expectations with her diligence, organizational work ethic, ability to complete assignments correctly and in a timely manner. Laura daily showed up for work with a positive attitude, interacting professionally with her peers, sharing/teaching with other employees while accepting instructions from her supervisors. Laura is skilled with computer processes, delegation, and follow up with work assignments, independent thinker and great with numbers and report analysis. I enjoyed daily working with Laura finding her personality refreshing, her insights valuable and her work ethic uncompromising. I consider Laura to be a valuable asset to all organizations that she works for and would enjoy the opportunity to work with her again."

- Richard Baum, Divisional Manager, BDI Insulation of Salt Lake

"Laura Langan worked for us at Denver Mattress Company in St. George, UT. She completed the management training program and was set to be promoted soon. We were sorry to see her go, I'm sure she would have made a great Manager for us. While at DMC, she helped us achieve some of the best sales numbers in the company and she won several awards for herself. Our business placed high importance on selling particular items and accessories to compliment them. Laura excelled at both and brought our outlet significant attention and acclaim. I would jump at the chance to hire her for my own business today and I would highly recommend her to any company searching for a competent and enthusiastic employee to help move you to new levels of excellence. She has proven herself to be a person of high character and diligent team member."

- Trace Tague, Former Denver Mattress Store Manager

"Laura has worked for me as an Executive Assistant. Her responsibilities have included bookkeeping, customer service and office organization. During her time here she has made a positive contribution to our organization. Laura has outstanding organizational skills and is very diligent in her work. She is able to complete multiple tasks with favorable results despite deadline pressure. Laura is respected by her co-workers for her willingness to help anyone anytime she can. Laura has done an excellent job and I would highly recommend her."

- Curt Gordon, President, Desert Canyons Development

Certification

Project Management Skills for Leaders

Laura LanganAssistant Vice President - Tech Support Analyst