MARIE-THERESE DEVINCENZI
LAKE MARY,FL
Summary
Results-driven Operations Manager with 15+ years of experience in optimizing operational workflows and enhancing team efficiency. Proven track record in fostering team collaboration and delivering consistent results in fast-paced environments. Skilled in risk assessment, process improvement, and customer service, with strong ability to adapt to evolving needs and drive impactful outcomes.
Overview
14
14
years of professional experience
Work History
Loan Operations – Manager
BNY MELLON
LAKE MARY, FL
10.2022 - Current
- Oversee daily operations, ensuring optimal workflow and productivity.
- Drive operational improvements resulting in a 50% reduction in non-essential and a 30% increase in production.
- Lead improvement initiatives, facilitate recruitment and onboarding processes for new hires.
- Conduct training programs to equip employees with essential business practices and policies.
- Assume operational responsibilities as needed, providing timely updates and reports.
- Reconciled loan accounts and resolved exceptions across booking, funding, and settlement activities.
- Reviewed credit and closing documentation for completeness, accuracy, and policy compliance.
Senior Member Service Representative
1ST UNITED CREDIT UNION
PLEASANTON, CA
01.2019 - 01.2022
- Supported Assistant Manager by being a subject matter expert for the team, handling urgent and/or escalated issues, and helping to prioritize and distribute work among team members.
- Trained team members on systems and processes.
- Troubleshoot, research, and make recommendations as it pertains to new/ complex/ specialized member issues.
- Provide team productivity, quality, and turn-around times to management.
- Opened and maintained consumer accounts, ensuring complete documentation and compliance with credit union procedures
- Investigated account discrepancies and corrected errors to preserve transaction accuracy and member trust
- Maintained confidentiality of sensitive member information at all times, adhering strictly to data protection regulations.
Senior Customer Service Representative / Banker Coach
WELLS FARGO BANK
CONCORD, CA
01.2013 - 01.2019
- Handled complex customer inquiries, mentored junior staff, and drove service excellence while serving as an escalation point for challenging customer situations in this experienced customer service role.
- Trained and mentored junior staff on best practices and procedures.
- Monitor call quality and provide feedback for continuous improvement
- Resolved inbound customer inquiries regarding accounts, transactions, and service requests with accuracy and professionalism.
- Documented customer interactions and case notes in service systems to ensure clear follow-up and continuity.
- Trained and mentored 105-140 new personnel hired to fulfill various roles.
Education
General Education Diploma -
ALBANY STATE UNIVERSITY
NY01.1981
Skills
- Demonstrated leadership abilities to inspire and motivate teams
- Strong communication skills for effective collaboration and conflict resolution
- Proven project management expertise to ensure timely and successful project delivery
- Adaptability to navigate changing environments and manage diverse teams
- Strong decision-making
- Leadership and supervision
- Performance metrics monitoring
- Workflow optimization techniques
- Portfolio management experience
- Teamwork and collaboration
Timeline
Loan Operations – Manager
BNY MELLON
10.2022 - Current
Senior Member Service Representative
1ST UNITED CREDIT UNION
01.2019 - 01.2022
Senior Customer Service Representative / Banker Coach
WELLS FARGO BANK
01.2013 - 01.2019
General Education Diploma -
ALBANY STATE UNIVERSITY
ADDITIONAL RELEVANT POSITIONS HELD 1990 - 2012
- Brazos Higher Education - Southern California Territory Regional VP
- ACS Fleet National Bank - Operations Campus Support Manager
- Fleet Education - VP Sales Marketing
- Fleet National Bank - Director Corporate Training