Nancy Burnette
Tyler,TX
Summary
Seeking a leadership position within an organization that aligns with my experience and talents, offering opportunities for growth and advancement:
Profile:
Bringing over twenty years of comprehensive financial experience, with a proven track record in leadership and expertise across various domains, including:
- Customer Service: Demonstrated ability to lead teams in delivering outstanding customer support, fostering strong client relationships, and enhancing overall customer satisfaction.
- Finances: In-depth knowledge of finance operations, with a focus on improving processes and ensuring compliance with industry regulations.
- Loan Administration: Extensive experience in managing consumer and commercial loans, encompassing collateral filing, processing return items, and executing corrections on mortgage loans.
I am committed to leveraging my skills and experience to oversee personnel training, conduct assessments, and manage operational oversight. My goal is to contribute effectively to your organization’s success and drive positive outcomes.
Overview
22
22
years of professional experience
Work History
Customer Experience Team Leader
Fresh by Brookshires
04.2022 - 07.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Frequently inspected production area to verify proper equipment operation.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Member Service Representative II
NAVY FEDERAL CREDIT UNION
01.2017 - 01.2019
- Account Servicing with regards to research and resolve member's problems and discrepancy
- Negotiate checks, drafts, cashier's checks and other negotiable items for members
- Advise current and future members about NFCU products and services
- Aide members with submitting consumer loans, overdraft protection and credit card applications
- Ability to cross sell products
Member Service Representative
NAVY FEDERAL CREDIT UNION
01.2015 - 01.2017
- Account Servicing with regards to research and resolve member's problems and discrepancy
- Negotiate checks, drafts, cashier's checks and other negotiable items for members
- Advise current and future members about NFCU products and services
- Aide members with submitting consumer loans, overdraft protection and credit card applications
- Ability to cross sell products
Telephone Customer Service Representative
FROST BANK
01.2013 - 01.2014
- Established new customer accounts as well as maintained existing customer accounts and adjusted accounts at customer request
- Provided quality telephone customer service regarding inquiries, complaints, and requests; identifying and resolving customer issues/problems while handling both inbound and outbound customer communications
- Assessed customer needs and suggested and promoted alternative products and services
- Used computerized systems for tracking, information gathering, and/or troubleshooting; and supporting all products and services in Retail and Corporate Lines of Business
- Served as a customer contact regarding the promotion and selling of these products and services
- Identify and resolve customer issues/problems; and maintain working knowledge of the organization, products, services, policies, and computer systems
Attendance/Registration Secretary
CLIFTON PARK ELEMENTARY
01.2012 - 01.2013
- Utilized eSchool Plus system for registration and attendance
- Analyzed teacher attendance reports versus office issued tardy slips (8 AM Report)
- Reported discrepancies to teachers and corrected misreported absences
- Provided reminders to teachers for missing or incomplete attendance reports
- Contacted parents to notify of absence
- Followed up with second attendance report to ensure accuracy of reported absent or tardy students (10 AM Report)
- Administered the morning bulletin report which documents the district codes for tardy or absences
- Ensured that the information matched both the 8 AM/10AM Report and corrected any discrepancies
- Entered medical notes and/or parents notes that were submitted by students or parents
- Completed 6 weeks and 9 weeks attendance reports and registration reports
- Reviewed the permanent records for accuracy and submitted changes or errors to the PEIMS department
- Administered reports for students with excessive absences, sent initial warning letters when students reached 5 absences
- Contacted the Attendance Officer when absences reached 12 and provided necessary documentation
- Registered new and returning students
- Reviewed registration forms for accuracy, entered students into the system and assigned students to a teacher
- Faxed request for grades and records from other school students attended
- Entered new student's grades or returning students transferred grades
- Provided Principal with new registration report
Administrative Representative
KILLEEN COMMUNITY CENTER
01.2011 - 01.2012
- Assisted customers renting rooms and/or attending Community Center classes
- Coordinated all room set-ups for all occasions
- Managed gym equipment
- Served as the customer financial agent for classes provided by the community center and fees for sports
- Assisted the senior community center
- Managed community events
Closing Specialist
FIDELITY RESIDENTIAL SOLUTIONS
01.2004 - 01.2009
- Obtained mortgage, property tax and homeowner association dues information
- Managed assigned equities and scheduled closings
- Processed equities and closings in required timeline
- Froze all lines of credit when applicable
- Set-up all recurring payments for mortgages, taxes and HOA dues
- Reviewed title commitment for all liens
- Prepared the Seller's Equity Statement consisting of estimates, advances and finals within a 48 hour time frame
- Reviewed request for holdbacks, PMI, concessions, repairs, prorate date, offer negotiation screen, water/sewer charges, Fed Ex and late fees listed on Equity request
- Audit HUD prepared by local along with back-up documentation
- Prepared documentation manually and via software to forward to client and/or local
- Kept client up to date on status of the file until closed
- Ensured closing and package are complete prior to submitting to post-closer for shipment to client
- Ensured all client issues were completed within 24 hours
- Kept Account Manager informed of any file issues
- Researched post-closing issues as necessary
- Completed Special Projects
Senior Loan Analyst/Return Item Specialist II
WASHINGTON MUTUAL BANK
01.2003 - 01.2004
- Assist in supervision of Department staff
- Audited daily return item reconciliations from staff to report to General Ledger department
- Monitor General Ledger accounts for delinquent reconciliation items, research and clear items
- Develop, implement and write procedures for return item function
- Process, review and resolve inquiries for return items within specified departmental time restraints
- Solicit supporting documents to verify and resolve written return item inquiries
- Draft correspondence for internal/external communication explaining resolution of written inquiry
- Conduct reviews as well as process, to ensure completion of tasks according to department terms and limits
- Department trainer for new, temporary, and existing staff employees
Education
Diploma -
Robert E. Lee High School
San Antonio, Texas30 Hours -
San Antonio Community College
San Antonio, TexasSkills
- Excel
- Microsoft Word
- Excellent multi-tasking abilities
- Excellent oral and written skills
- Strong self start capabilities
- Team supervision
- People management
- Staff training
- Performance improvement
- Overseeing daily activities
- Conflict resolution
- Relationship building
Training
- Digital University Fair Lending Laws
- Credit Desk Certified
- Loan Workshop
- Texas Bankers Association Secured Lending Seminar
- Texas Banker Association on Basic Secured Loan Documentation
Languages
Spanish
Limited Working
Timeline
Customer Experience Team Leader
Fresh by Brookshires
04.2022 - 07.2024
Member Service Representative II
NAVY FEDERAL CREDIT UNION
01.2017 - 01.2019
Member Service Representative
NAVY FEDERAL CREDIT UNION
01.2015 - 01.2017
Telephone Customer Service Representative
FROST BANK
01.2013 - 01.2014
Attendance/Registration Secretary
CLIFTON PARK ELEMENTARY
01.2012 - 01.2013
Administrative Representative
KILLEEN COMMUNITY CENTER
01.2011 - 01.2012
Closing Specialist
FIDELITY RESIDENTIAL SOLUTIONS
01.2004 - 01.2009
Senior Loan Analyst/Return Item Specialist II
WASHINGTON MUTUAL BANK
01.2003 - 01.2004
30 Hours -
San Antonio Community College
Diploma -
Robert E. Lee High School
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