Nicole Whitehead
Aberdeen,MD
Summary
Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
18
18
years of professional experience
Work History
Exception Reporting Analyst
Barclays US
05.2022 - Current
- Streamlines reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Devise and implemented processes and procedures to streamline operations.
- Collect, arrange, and input information into various database systems.
- Evaluates staff performance and provide coaching to address inefficiencies.
- Collaborates with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Maryland, Title Producer
Nicole Notarizes And Signs LLC
12.2020 - Current
- Facilitates residential and commercial real estate closings
- Notarizes mortgage loan documents, such as refinance, purchases, sellers packets, HELOCS, while acting as witness to mortgage signings
- Describes purpose of loan documents to clients while assisting them with correct placement of signatures, initials and dates
- Ensures documents are returned to issuing office by way of scan, or same day postage
- Direct clients to lenders to provide further clarification on documents in regards to loan amounts or interest rates if needed
- Greet clients by phone, schedule appointments, meet with clients in person at various locations, print and organize documents for various appointments using laser printers
- Prioritize workload to accommodate last minute appointments.
Senior Social Worker/ Case Manager
State of Delaware
11.2019 - 03.2021
- Reviews client food, medical, child care and Tanf applications to ensure state and federal requirements have been adhered to
- Utilize various computer applications to verify client current and past employment, earnings and various application based information
- Reviews client applications for possible errors in food benefit amount, denials and overall eligibility
- Maintains comprehensive case records, summaries, statistical and narrative reports and completes required forms.
Client Service Representative
JP Morgan Chase
02.2019 - 11.2019
- Performs inbound/ outbound phone activities to support current and former employees with various human resource requests such as payroll and policy
- Probe employees in order to obtain information to achieve one call resolution
- Access various databases through multiple monitors to access employee records and company policies
- Adheres to company rules and regulations while maintaining client confidentiality.
Fraud analyst II Contractor
Bank of America
08.2018 - 11.2019
- Reviews customer accounts for the prevention and detection of possible fraud
- Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type
- Answers inbound and conducts outbound calls and takes appropriate action based on transaction characteristics of greater complexity
- Performs back office functions related to research and resolution of fraudulent activity and service support
- Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America
- Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution.
Senior Social Worker/ Case Manager
State of Delaware
02.2017 - 08.2018
- Reviews client food, medical, child care and Tanf applications to ensure state and federal requirements have been adhered to
- Utilize various computer applications to verify client current and past employment, earnings and various application based information
- Reviews client applications for possible errors in food benefit amount, denials and overall eligibility
- Maintains comprehensive case records, summaries, statistical and narrative reports and completes required forms.
Collections Support Processor
Salliemae
02.2016 - 02.2017
- Complete research request received by the business area and maintain appropriate documentation of findings
- Determine customer eligibility for requested programs
- Analyze and process various enrollments based on customer needs
- Perform audit functions in relation to the processing department
- Reviewed reports for exceptions, researched exceptions and made corrections as needed, forwarded reports to management.
Private Application Specialist
Salliemae
08.2015 - 02.2016
- Process student loan applications from inception to completion, for returning and new Sallie Mae customers
- Handles inquiries from schools and other departments pertaining to application processing
- Resolved breakages in applications, accurately documents calls in Sallie Mae database
- Successfully overcomes objections to assume sales while following a sales call flow
- Maintained a high level of customer satisfaction while conducting sales transactions
Corrections Officer
State of Delaware
03.2006 - 02.2015
- Trained front lobby staff on various phone and database systems, metal detectors, policies and procedures
- Coordinated and scheduled inmate daily work activities
- Resolved potentially dangerous situations using interpersonal communication skills
- Compiled detailed reports daily as assigned
- Ran queries through various local agencies to ensure visitors and staff were permissible
- Corresponded daily with outside agencies such as Immigration & Naturalization, Department of Probation regarding inmate population
- Provided safety training to staff and visitors to ensure a safe and sanitized work area is maintained
- Assisted with town hall meetings, for the purpose of discussing programs, rules, policies and procedures.
Education
In Progress - Behavioral Science
Wilmington University
New Castle, DESkills
- Title Producer Triple Commissioned Notary State of Maryland, New Jersey and Delaware
- 20 years' experience in various customer service capacities
- Exceptional verbal , written communication and time management skills Laser printer, scanning capabilities
- Financial statements expertise
Timeline
Exception Reporting Analyst
Barclays US
05.2022 - Current
Maryland, Title Producer
Nicole Notarizes And Signs LLC
12.2020 - Current
Senior Social Worker/ Case Manager
State of Delaware
11.2019 - 03.2021
Client Service Representative
JP Morgan Chase
02.2019 - 11.2019
Fraud analyst II Contractor
Bank of America
08.2018 - 11.2019
Senior Social Worker/ Case Manager
State of Delaware
02.2017 - 08.2018
Collections Support Processor
Salliemae
02.2016 - 02.2017
Private Application Specialist
Salliemae
08.2015 - 02.2016
Corrections Officer
State of Delaware
03.2006 - 02.2015
In Progress - Behavioral Science
Wilmington University
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