Melinda G. Thomason
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Exceptionally organized and detail oriented.
Overview
23
23
years of professional experience
Work History
Escrow Operations Manager, AVP
Truist Bank
Greenville, SC
01.2005 - 01.2024
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Client Services Representative
Branch Banking And Trust Company
Greenville, SC
10.2000 - 01.2005
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goal
- Met customer call guidelines for service levels, handle time and s, demonstrating empathy, and resolving problems swiftly.
- Mentored junior representatives, sharing best practices and industry insights to enhance overall team performance.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Education
GED -
Greenville High School
Greenville, SC1997
Skills
- Performance Monitoring and Reporting
- Establish Goals for Team/Individual Annual Performance Reviews
- Business Planning
- Workflow Optimization
- Operations Oversight
- Process Improvement Strategies
- Policies and Procedures Implementation
- Problem-Solving
- Superb Time Management Skills
- Risk Management
Additional Information
- Strong knowledge of Black Knight Financial Services MSP/3270 and Passport applications.
- Proficient in Microsoft Excel
- Familiar with RESPA and CFPB regulatory compliance guidelines.
- Strong knowledge of State mandated escrow requirements.
- Strong knowledge of Interest on Escrow requirements.
Timeline
Escrow Operations Manager, AVP
Truist Bank
01.2005 - 01.2024
Client Services Representative
Branch Banking And Trust Company
10.2000 - 01.2005
GED -
Greenville High School