LONTINA TAYLOR
Brookfield,WI
Summary
Dedicated and hardworking, deliver exceptional customer service both internally and externally. My goal is to provide a customer-focused experience and be a valuable team player by consistently doing the right thing. With strong people skills, a positive personality, and an outgoing nature, I am an extraordinary performer who always strives for excellence. Detail-oriented and proactive in meeting deadlines with pride and integrity. Seeking a fulfilling role where I can continue to grow and advance. A quick learner who enjoys acquiring new skills to take on new responsibilities within a team setting. Results-oriented Analyst skilled in managing and analyzing large volumes of information. Proactively identifies trends that impact business success and addresses issues in operations, workflow, and production.
Overview
28
28
years of professional experience
Work History
Fee Analyst- Trust Officer
U.S. Bank
06.2023 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Drove revenue growth by identifying underperforming areas and recommending solutions.
Reporting Analyst
U.S. Bank
02.2022 - 06.2023
- Improved existing reporting by researching data sources, compiling data and designing output.
- Prepared documentation for business analysts and updated client data.
- Prepared monthly ad hoc reporting in alignment with client needs.
- Used databases to generate required reports and optimize query creation.
- Reconciled payment variances by gathering data and analyzing claims department reports.
Trust Officer- TT&SS -Manager 2, Fee Analyst Team
US Bank
02.2014 - 02.2022
- Customer Relationship, Successfully moved all paper documents to paperless to SharePoint site that have a dual control, Problem solving/investigating procedures that are assigned for Risk auditing, Manage a team of eight exempt Fee Analyst, Schedule and lead Business line meetings to reach business goals, Interpretation of clients Trust Fee Agreements, Clearing General Ledger Exceptions, and open receivables, Reconciliation for complexity accounts, Accounting Specialist, Handling all escalation request or processing errors and team inquires, Tracking daily workflow and volume to meet Service Level Agreement, Prep and review internal/external Key SOX controls for Audits, Train and coach staff with meeting performance goals and career path, Use strong analytical and time management skills to solve high priority cases for clients, Production and UAT testing for new applications, Using SharePoint to collaborate on tasks and request from clients, Use of mainframe and internal bank applications such as UAT and production test environments
- Ensured regulatory compliance by staying updated on industry guidelines and applying them in daily operations.
Account Fee Processor 4- Trust Client Fees
US Bank
06.1996 - 02.2016
- Setup New, process modifications on existing Trust accounts, Customer service placing calls building trust and relationships, Follow up on inquiries through high degree of interpersonal/communication skills, Examine aging accounts and correct any discrepancies, Team building, Training new staff as well as cross train my staff for full coverage and backup, Lead team meetings to discuss productivity and daily targets, Database analysis and reporting for partners and colleagues
Education
Certificated -Cannon Security Operations- Compliance and Governance 1 &2 -
Milwaukee Area Technical College
Milwaukee, WICustomer service training -
Accounting -
Milwaukee Area Technical College
Milwaukee, WISome College (No Degree) -
MATC
Milwaukee, WIHigh School Diploma -
Custer High School
Milwaukee, WI01.1987
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Complex Problem-Solving
- Time Management
- Team Leadership
- Verbal and written communication
Timeline
Fee Analyst- Trust Officer
U.S. Bank
06.2023 - Current
Reporting Analyst
U.S. Bank
02.2022 - 06.2023
Trust Officer- TT&SS -Manager 2, Fee Analyst Team
US Bank
02.2014 - 02.2022
Account Fee Processor 4- Trust Client Fees
US Bank
06.1996 - 02.2016
Certificated -Cannon Security Operations- Compliance and Governance 1 &2 -
Milwaukee Area Technical College
Customer service training -
Accounting -
Milwaukee Area Technical College
Some College (No Degree) -
MATC
High School Diploma -
Custer High School
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