Nikola Clea
Jacksonville
Summary
Detail-oriented financial operations professional with extensive experience in account verification, payment processing, regulatory disclosures, and ensuring high-volume data accuracy. Demonstrated expertise in adhering to strict procedures while managing sensitive financial information in fast-paced environments. Strong background in client operations and compliance support enhances the ability to drive process improvements and optimize operational efficiency. Committed to delivering exceptional results through meticulous attention to detail and a proactive approach to problem-solving. Experienced in operating within regulated environments with strong adherence to compliance, risk controls, and internal procedures
Overview
11
11
years of professional experience
Work History
Banking Operations Specialist
Ally Financial
03.2024 - Current
- Verified account details, ensured accurate state disclosures, and processed customer payments.
- Troubleshot account issues, providing timely solutions to resolve discrepancies.
- Managed vehicle repossession by closing accounts on repossessed vehicles and coordinating the repossession process.
- Assisted in organizing vehicles for repossession, ensuring compliance with company policies and regulations.
Operations Manager
CVS Caremark
08.2021 - 02.2024
- Established priorities and implemented policies to optimize operational efficiency and ensure compliance with company standards.
- Partnered with vendors, suppliers, and transport carriers to streamline processes and maintain effective supply chain relationships.
- Managed client accounts by applying credits, arranging payments, and addressing grievances, escalations, and prescription requests.
- Supervised and supported customer service representatives, ensuring high-quality service delivery and resolving complex issues.
- Investigated fraudulent activity by using the proper tools and judgment.
Service Contractor
Transform, Co
01.2017 - 01.2021
- Directed and coordinated sales activities, including marketing insurance and home warranties, delivering sales presentations, and negotiating contracts for new and existing customers.
- Explained product pricing and packages, addressed customer concerns, and resolved complaints via phone and email to ensure satisfaction.
- Managed high volumes of inbound calls to provide product information, generate quotes, and execute accurate transactions, such as billing inquiries and account updates.
- Utilized critical thinking to evaluate solutions, negotiate payment arrangements, and handle sensitive information, including appraisals and debt collection.
Account Services Representative
ADT Security Services
01.2016 - 12.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Office Manager
Vision Consultant, LLC.
02.2015 - 01.2016
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Checked finished eye wear to maintain optical standards, customer requirements, and special requests.
- Enforced HR policies and procedures to continually meet customer expectations and promote store productivity.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
Education
Associate of Arts (AA) - Business Management
Valencia College
Orlando, FLSkills
- Experienced in managing and inputting large volumes of data, ensuring accuracy and attention to detail
- Microsoft Excel (V look up, pivot tables, data validation)
- CRM/Account management systems
- Document management systems
- Financial services platforms
- Database management software proficiency
- Skilled in streamlining workflows to enhance data entry efficiency and accuracy
- Strong ability to troubleshoot data-related issues and resolve discrepancies
- Proficient in Excel, Outlook, and other office software, with advanced Excel skills for managing organizing data
- Knowledgeable of fraud risks and schemes
- Data analysis
- Verbal and written communication
- Telephone and email etiquette
- Pattern detection
- Fraud identification
- Task prioritization
- Investigation documentation
Affiliations
- National Honor Society
- African American Leadership
- Habitat for Humanity
- Entrepreneurship & Innovation Club
Timeline
Banking Operations Specialist
Ally Financial
03.2024 - Current
Operations Manager
CVS Caremark
08.2021 - 02.2024
Service Contractor
Transform, Co
01.2017 - 01.2021
Account Services Representative
ADT Security Services
01.2016 - 12.2017
Office Manager
Vision Consultant, LLC.
02.2015 - 01.2016
Associate of Arts (AA) - Business Management
Valencia College
Additional Qualifications
- Experience working within highly regulated financial environments
- Strong written documentation and escalation practices
- Comfortable supporting offshore and cross-functional teams
- High attention to accuracy, controls, and deadlines
- Processed high-volume accounts daily with 99% accuracy
- Supported multiple workflows concurrently while meeting strict deadlines