Nina B. Dooney
Derry,USA
Summary
Dynamic administrative manager with a strong focus on enhancing business efficiency and driving operational improvements. Proven leadership skills combined with strategic thinking and years of experience in optimizing processes. Exceptional analytical problem-solver and effective communicator skilled in developing innovative solutions.
Overview
30
30
years of professional experience
Work History
Contact Center and Administrative Manager
New Hampshire Retirement System
12.2020 - Current
- Support Contact Center Representatives by providing guidance on policies, best practices, and support during complex member interactions.
- Maintain and improve contact center operations by monitoring system performance, identifying and resolving issues, and preparing and completing action plans.
- Coordinate and participate, as needed, in training Contact Center Representatives to respond to questions and complaints, and troubleshoot problems with services.
- Prepare reports and analyze contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and member satisfaction.
- Ensure the delivery of great customer contact experience through a variety of member contact channels.
- Actively participate on NHRS’ Management team to develop and implement strategic planning initiatives, collaborative problem solving, and various other project initiatives.
- Maintain professional and technical knowledge by tracking emerging trends in contact center operations management.
Process Improvement Manager
New Hampshire Retirement System
05.2013 - 12.2020
- With project team, participated in the creation of a contact center.
- Created, implemented and maintained a system for organization-wide policy, procedure and practice management.
- Monitored and controlled projects through administrative direction of ad-hoc teams to ensure projects are completed on schedule.
- Conferred with supervisors and staff to discuss and evaluate policies, procedures and processes, and partnered with Executive Team to develop, design and implement process improvement.
- Monitored and improved the efficiency of processes through observations and collecting and interpreting data from management and operating personnel.
- Provided administrative support on an interim basis to departments during process improvement transitions.
- Created, implemented and maintained a system for monitoring organization-wide risk management activities, working with the Executive Director and the Executive Team to articulate the risk appetite of the organization.
Project Specialist
New Hampshire Retirement System
06.2012 - 05.2013
- Created, implemented and maintained a system for organization-wide policy, procedure and practice management.
- Conferred with supervisors and staff to discuss and evaluate policies, procedures and processes, and partnered with Executive Team to develop, design and implement process improvement.
Vice President, Group Manager
TD Bank, N.A.
Bedford, NH
02.2006 - 01.2012
- Company Overview: (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
- Supported the development, implementation and maintenance of the Bank’s regulatory compliance program for related business lines.
- Conducted risk assessments and risk-rated business lines.
- Conducted or directed the internal investigation of compliance issues.
- Interacted with management in assigned business lines in developing, revising and implementing policies and procedures, and reviewed policies and procedures to ensure adequate controls were in place to ensure compliance with applicable laws and regulations.
- Assessed products for compliance and operational risk and developed risk management strategies.
- Participated in related compliance and business line project management teams.
- Reviewed all marketing, advertising, online content, etc. to ensure compliance.
- (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
Vice President, Senior Compliance Officer
TD Bank, N.A.
07.2000 - 02.2006
- Company Overview: (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
- Responsible for managing the compliance function for Deposit Operations, Retail Banking and Direct Channels (including online, ATM/debit and call center).
- (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
Vice President, Compliance/AML Officer
TD Bank, N.A.
08.1998 - 07.2000
- Company Overview: (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
- Participated in numerous system integration project teams as the holding company, People Heritage Financial Group, acquired numerous financial institutions over several years.
- Supported ecommerce during the development of various website and online banking initiatives.
- Managed Anti-Money Laundering (AML) for the bank.
- (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
Assistant Vice President, Compliance/Security Officer
TD Bank, N.A.
08.1995 - 01.1998
- Company Overview: (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
- Monitored changes in federal laws, regulations and examination trends.
- Communicated changes to appropriate personnel.
- Prepared and executed compliance and security training.
- Participated in the development of products and policies.
- Established ongoing compliance and security monitoring programs.
- Prepared for and coordinated compliance regulatory examinations.
- (fka TD Banknorth, Banknorth, First Massachusetts Bank, Family Bank)
Education
National Graduate Compliance School -
The University of Oklahoma
05.1989
National Compliance School -
The University of Oklahoma
03.1988
Bachelor of Science - MIS
Southern New Hampshire University
05.1986
Associate of Science - Accounting
Southern New Hampshire University
12.1985
Skills
- Regulatory compliance management
- Process improvement
- Policy writing
- Data analysis
- Customer relationship management
- Training coordination
- Anti-money laundering expertise
- Regulatory law interpretation
- Staff leadership
References
Available upon request.
Phone
cell, 603-494-3793
Skills Accomplishments
- Certified Regulatory Compliance Manager (CRCM)
- Certified Anti-Money Laundering Specialist (CAMS)
- Ability to read and interpret complex federal and state regulatory laws and regulations
- Currently manage staff of six (6)
- Managed staff of eight (8) in four (4) states
Timeline
Contact Center and Administrative Manager
New Hampshire Retirement System
12.2020 - Current
Process Improvement Manager
New Hampshire Retirement System
05.2013 - 12.2020
Project Specialist
New Hampshire Retirement System
06.2012 - 05.2013
Vice President, Group Manager
TD Bank, N.A.
02.2006 - 01.2012
Vice President, Senior Compliance Officer
TD Bank, N.A.
07.2000 - 02.2006
Vice President, Compliance/AML Officer
TD Bank, N.A.
08.1998 - 07.2000
Assistant Vice President, Compliance/Security Officer
TD Bank, N.A.
08.1995 - 01.1998
National Graduate Compliance School -
The University of Oklahoma
National Compliance School -
The University of Oklahoma
Bachelor of Science - MIS
Southern New Hampshire University
Associate of Science - Accounting
Southern New Hampshire University
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