Patricia Lane

• Responsible for routine client request through multiple channels for Deposits, Credit Cards and CD Accounts

• Educated clients and provided instructions to access their accounts using the mobile app

• Took ownership of customer issues and followed problems through to resolution
• Assisted customers with navigating internal check-in process
• Handled customer inquiries and suggestions courteously and professionally.

• Evaluated impact of process change on overall operation and determined return on investment.
• Gathered and analyzed large amounts of data to determine improvement projections
• Improved efficiency and effectiveness of performance and management of processes across departments.
• Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
• Reduced risk and costs of various processes using Six Sigma
• Inspected domestic and international supplier sites and procedures to research suppliers and compliance
• Created and delivered training programs and ensured marketing materials were compliant and available to all clients