Leann Casey
Utica,KY
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
13
13
years of professional experience
Work History
Operations Supervisor
U.S. Bank
08.2017 - Current
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Individual Contributor
U.S. Bank
02.2016 - 08.2017
- Auditing of FHA Claim Files/FLOD
- Created various procedures and corresponding job aids for RLP
- Worked the ONAP paper claims process
FHA Post Sale Processor
U.S. Bank
08.2014 - 02.2016
- Processed FHA files cradle to grave as they moved through post-sale to conveyance
- Created post-sale process for Section 184 along with establishing contacts within ONAP
- Created paper claims process for ONAP files
- Recuperated over $1MM in claim funds during first year of establishing the post-sale and subsequent claims process
Customer Service
U.S. Bank
08.2010 - 08.2014
- Started as customer service billing agent
- First 12 months in position with no audit errors
- Promoted to ECM Auditor and established audit procedures along with workflow procedures for Customer Service while in this position
- Promoted to Team Lead in 2012
- Handled escalation calls
- Ensured policy and procedures were up to date
- Auditing CS call queue to ensure call center agents were providing accurate information to our customers
- Provided feedback to agents on monitored calls
- Monitored In/Out time punches
- Assisted in hiring manager interviews and provided feedback on candidates to hiring manager
Education
Associate of Science - Business Administration
Daymar College
Owensboro05.2006
Skills
- Critical Thinking
- Collaborative Leadership
- Ethical Decision Making
- Interpersonal Communication
- Performance Monitoring
- Teamwork
- Team Training
- Employee Development
- Process Improvement
- Financial Reporting
- Staffing
Accomplishments
Received the Community Servant Award from Beaverdamn Nursing and Rehabiliation in December 2023
Timeline
Operations Supervisor
U.S. Bank
08.2017 - Current
Individual Contributor
U.S. Bank
02.2016 - 08.2017
FHA Post Sale Processor
U.S. Bank
08.2014 - 02.2016
Customer Service
U.S. Bank
08.2010 - 08.2014
Associate of Science - Business Administration
Daymar College