Michaela Fredrickson
Chepachet,RI
Summary
Resourceful business professional with a proven track record at Citizens Bank, successfully streamlining business operations, reducing costs and implementing robust process improvements. Adept at analyzing data to identify trends and developing innovative strategies to improve operational efficiency. Expert in procedure writing and successfully managing multiple projects. Adept at quickly learning new technologies and processes for driving success. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
24
24
years of professional experience
Work History
Business Support Manager
Citizens Bank, NA
02.2023 - Current
- Develop new and revised policies, procedures, processes and forms for all functional areas that are well-written and which accurately reflect proper level of detail ensuring organizational compliance with regulatory requirements.
- Serve as a subject matter expert regarding procedures and product, providing guidance as needed to colleagues across various departments.
- Perform ongoing management of policy recommendations and procedure documentation which includes adhering to change management process, obtaining approvals for proposed policy changes, publishing approved documentation in proper portals, and maintaining published document version archives
- Collaborate training of employees on new/updated policies and procedures to ensure consistency across departments
Platform Systems Analyst
Citizens Bank, NA
04.2022 - 04.2023
- Collaborated with key business stakeholders to gather requirements, coordinate planning, and identify dependencies to successfully implement new merchant and product launches, including all aspects of solution design delivery from credit application through settlement.
- Managed the technology implementation for new merchant onboarding, pulling together internal resources and third-party vendors for the executing key strategic projects
- Enhanced productivity and reduced project completion times by streamlining processes and implementing time-saving strategies to meet changing demands, Optimizing workflow efficiency by prioritizing tasks based on urgency, complexity, and available resources
- Maintained comprehensive project documentation and developed standard implementation playbook to support end-users and facilitate future enhancements.
Relationship Support Partner
Citizens Bank, NA
06.2021 - 04.2022
- Established trust-based rapport with long-term clients by understanding their unique requirements and delivering tailored solutions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Oversaw complaint handling processes from initiation through closure; addressed consumer concerns promptly while tracking trends for proactive issue mitigation.
- Streamlined support processes for increased efficiency in handling customer requests and complaints.
- Assisted in the development of training materials for both internal staff and external customers, improving overall understanding of product offerings.
Support Center Manager, Consumer Lending
Citizens Bank, NA
08.2019 - 06.2021
- Developed comprehensive training programs for new hires, with a focus on setting clear expectations for the customer and colleagues, determining responsibility, ownership for resolving issues and tracking/notating for accountability, leading to a reduction in customer complaints and compliance issues.
- Reduced average call handing times and improved customer service levels by utilizing real-time data insights, closely monitoring and analyzing daily call trends, shift coverage, and interval reports to optimize resource allocation for peak periods or high-demand situations
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets needed to improve individual and team results while promoting a positive work culture through recognition programs acknowledging outstanding achievements
- Reduced call volume and increased customer satisfaction by implementing innovative solutions for common customer issues, providing comprehensive support and resolving customer concerns at the first point of contact.
Business Support Manager, Consumer Lending
Citizens Bank, NA
12.2017 - 08.2019
- Drove numerous initiatives to reduce overall cycle times, including work with ACH to increase percent of customers eligible for next-day funding
- Researched and reported on rejected funding information, leading to a comprehensive analysis on rejected loans that led to customer experience enhancements that cut the rejection rate by 40%
- Created seamless invoice and purchase order tracking files that created efficiencies across accounts payable, finance, and product teams to ensure vendor payments were in line with expectations
- Lead the initiative to create a better understanding of the HTML Credit Report as it relates to manually underwriting a loan to ensure compliance with applicable regulations while creating a better customer experience
- Acted as point person during transition of loan servicing to CFG, regularly engaged with senior leaders on best practices
- Utilized strong analytical skills to identify inefficiencies in process that led to cost-saving measures.
Loan Operations Lead, Consumer Lending
Citizens Bank, NA
08.2016 - 12.2017
- Enhanced loan processing efficiency by streamlining workflows and developing standardized processes that expedited turnaround times, increased productivity, and reduced inconsistency from application submission to disbursement.
- Improved accuracy levels and increased customer satisfaction by creating detailed checklists and communication scripting for loan processors to follow during documentation reviews and customer engagement.
- Facilitated communication with applicants and underwriters to optimize loan approval process while maintaining high-quality standards in documentation review, in accordance with bank policy and lending regulations, providing professional and timely customer service that addressed customer escalations effectively and resolved issues promptly.
VARIOUS EDUCATIONAL POSITIONS
Education Coordinator, Early-Childhood Teacher
01.2001 - 08.2016
- Assessed student performance and utilized feedback to increase educational program success.
- Planned, formulated and assessed goals, policies, and activities designed to implement educational objectives and performance standards.
- Assisted in the development of individualized education plans for diverse learners, ensuring personalized support for each student''s needs.
- Streamlined communication between teachers, parents, and students by organizing informative meetings and distributing regular updates on program progress.
- Promoted a positive learning environment through effective classroom management strategies and fostering strong relationships with students.
- Provided ongoing support for educators through regular check-ins, feedback sessions, and professional development opportunities tailored to their unique needs.
Education
Bachelor of Science -
Rhode Island College
Providence, RISkills
- Problem-solving
- Process improvement
- Innovative thinking
- Internal Controls
- Strategic Planning
- Procedure writing
- Documentation Management
- Risk Mitigation
- Data Analysis
- Banking Industry Knowledge
- Coaching and Mentoring
- Strong customer focus
Volunteer Experience
VARIOUS VOLUNTEER POSITIONS
Parent Council President, Treasurer, Secretary, Fundraising Coordinator, Girl Scout Leader
- Organized and executed well-attended family nights, fostering strong bonds among the school community.
- Managed large-scale events, ensuring seamless execution of logistics, registration, catering, and venue management.Created promotional and informational materials for events and fundraisers
- Created spreadsheets and budgets and kept and distributed meeting minute
Timeline
Business Support Manager
Citizens Bank, NA
02.2023 - Current
Platform Systems Analyst
Citizens Bank, NA
04.2022 - 04.2023
Relationship Support Partner
Citizens Bank, NA
06.2021 - 04.2022
Support Center Manager, Consumer Lending
Citizens Bank, NA
08.2019 - 06.2021
Business Support Manager, Consumer Lending
Citizens Bank, NA
12.2017 - 08.2019
Loan Operations Lead, Consumer Lending
Citizens Bank, NA
08.2016 - 12.2017
VARIOUS EDUCATIONAL POSITIONS
Education Coordinator, Early-Childhood Teacher
01.2001 - 08.2016
Bachelor of Science -
Rhode Island College
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