Mildred Coleman
Chicago,IL
Summary
Customer support and operational leader with a proven record of success in executing strategic plans to meet company objectives. Numerous achievements improving customer support through rolling out new ideas and associate training programs. Highly skilled in developing high-performance teams and collaborating cross-functionally to implement initiatives, improve workflow efficiency, decrease fraud and operating cost. Offer excellent communication and and interpersonal skills to build and motivate others throughout project lifecycle.
Overview
12
12
years of professional experience
Work History
Financial Consultant
10.2020 - Current
- Created clients a financial plan with short- and/or long-term goals
- Assessed and analyzed the client's financial situation and identify shortfalls
- Provided advice and recommendation on a variety of investment solutions
- Consult clients regularly to assess if recent life changes will affect the financial plan.
Customer Success Manager
PNC Bank
09.2019 - 10.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Compliance & Risk Specialist
PNC BANK
01.2017 - 09.2019
- Develop compliance policies and procedures and review for compliance with applicable laws, regulations and Bank's stated policies and procedures
- Execute on a risk-based compliance testing program to assess compliance performance, with an emphasis on all lending, and Privacy protections at federal, state, and local levels
- Perform compliance testing with applicable banking laws, rules, and regulations as well as bank policies and procedures covering banking products,
- Suggest improvements to existing strategies
- Monitoring and documenting compliance activities
- Ensures a company functions in a legal and ethical manner while meeting its business goals
- Manage existing Portfolios
- Reading and analyzing financial data
- Prepare action plans to decrease risk factors
- Conduct assessments to define and analyze possible risks
- Identify financial, safety or security risks that the client company or organization may face.
- Managed practical action plans to respond to audit discoveries and compliance violations.
- Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
New Hire Mentor/Asst Manager & Sales
PNC BANK
09.2014 - 01.2017
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security and handled incidents calmly.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
Operation Manager/ Team Lead
Victoria's Secret
09.2010 - 07.2014
- Manage staff, preparing work schedules and assigning specific duties
- Audit all team member
- Handled and process confidential customer information
- Provide analytical, forecasting, reporting, and project support to senior management
- Produce monthly reports, which include key metrics, financial results, and variance reporting
- Develop models that help with decision-making
- Perform a comprehensive analysis of the effects of financial issues like company debt and other financial structures
- Work closely with the accounting team to ensure accurate financial reporting
- Recommend actions by analyzing and Interpreting data and making comparative analyses
- Determine staffing requirements, and interview, hire and train new employees
- Developed a timeline to achieve goals.
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Education
Bachelors - healthcare
DeVry University
07.2021
High School Diploma - Culinary Arts
Dunbar Vocational Career Academy High School
06.2006
Skills
- Advanced knowledge with KYC
- Customer support
- Team Building and Training
- Strategic Leadership
- Payroll
- Analytical Ability
- Client Rapport-Building
- Best Practices and Methodologies
- Call Center Management
- Sale Support Functions
- Renewing Accounts
- Change Management Process
Timeline
Financial Consultant
10.2020 - Current
Customer Success Manager
PNC Bank
09.2019 - 10.2020
Compliance & Risk Specialist
PNC BANK
01.2017 - 09.2019
New Hire Mentor/Asst Manager & Sales
PNC BANK
09.2014 - 01.2017
Operation Manager/ Team Lead
Victoria's Secret
09.2010 - 07.2014
Bachelors - healthcare
DeVry University
High School Diploma - Culinary Arts
Dunbar Vocational Career Academy High School
Similar Profiles
Mohanad Abdel-RahmanMohanad Abdel-Rahman
Academic Peer Tutor at NAAcademic Peer Tutor at NA
Shlomo JaffeShlomo Jaffe
Highschool Math Tutor at NAHighschool Math Tutor at NA
CLÉLIA CROZE-LABBECLÉLIA CROZE-LABBE
Baby sitter at NABaby sitter at NA
Jaylen Tindale-SeymourJaylen Tindale-Seymour
Property Maintenance at NAProperty Maintenance at NA
Maria Lourdes CruzMaria Lourdes Cruz
Certified Pharmacy Technician at CVS CaremarkCertified Pharmacy Technician at CVS Caremark