Shannon Crockett
Columbia,VA
Summary
Results-oriented management professional with vast experience streamlining business processes and providing strategic direction to support organizational objectives. Well-versed in process optimization, performance management, and team coordination. Adept at researching, developing, and implementing strategies to improve efficiency. A motivated, collaborative leader with excellent problem-solving, communication, and interpersonal skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Consumer QA QC Sr. Specialist: Credit Research
Citizens Bank
04.2022 - Current
- Research and resolve credit bureau reporting disputes by effectively communicating with various bank departments to collect supporting information and documentation.
- Adhere to strict credit bureau dispute resolution timeframes to ensure compliance with Regulatory SLA requirements.
- Maintain thorough understanding of current internal related policies, federal regulations (FCRA), and credit industry standards (CDIA guidelines) to support process reengineering and strategic business decisions.
- Track and monitor credit bureau dispute process trends by compiling data into well-organized Microsoft Excel spreadsheets to present to management.
Assistant Branch Manager
Citizens Bank
01.2021 - 04.2022
- Maintained communication with 14 branch managers via professional informative emails and structured spreadsheets to ensure compliance with operational policies and procedures.
- Championed process improvements that simplified workflows while upholding stringent quality standards across all functional areas of branch operation.
Senior Relationship Banker
Citizens Bank
03.2020 - 03.2021
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Supervised daily branch operations to ensure efficiency, compliance, and positive customer experiences.
Personal Universal Banker
Citizens Bank
03.2017 - 03.2020
- Led employee training sessions on product offerings and regulatory changes, ensuring all team members remained current on industry developments
- Ensured adherence to anti-money laundering protocols through diligent verification of customer identification documents during account opening procedures.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
Senior Teller
Citizens Bank
03.2016 - 03.2017
- Managed daily operations to improve efficiency by implementing new teller procedures and training junior staff members
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, to maintain compliance with federal regulations and minimize instances of fraud or error.
Teller
Citizens Bank
08.2012 - 03.2015
- Resolved cash differences by analyzing reports and identifying errors within teller log.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Legal Assistant
Law Office Of Nic B. Kuvshinoff
05.2010 - 08.2012
- Conducted legal research, compiled, and organized evidence, and identified relevant legal articles and statutes to use for legal proceedings
- Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
Education
Master of Business Administration -
Wilmington University
New Castle, DE05.2026
Bachelor of Science - Accounting
Wilmington University
New Castle, DE05.2024
Associate of Arts - General Studies
University of Delaware
Newark, DE05.2009
Skills
- Analytical Reasoning
- Data-Driven Decision-Making
- Detail Oriented
- Persistence and Tenacity
- Risk Assessment
- Regulations and Compliance
- Process Optimization
- Solid Proven Verbal/ Written Communication Skills
Certification
Microsoft Excel White Belt, 05/01/20, No Expiration Date, 17475010
Accomplishments
- Certificate of Excellence: Chosen as “2021 Credo Week MVP” by the regional manager of Delaware in recognition of collaborating with the market operations director and numerous operations managers to identify risks and establish audit control procedures.
- Change Agent: Served as a catalyst for change by implementing a new Customer Service program focused on driving sales and positive customer experiences in branches. Dedicated time to craft and communicate an inspirational vision for process improvements.
Timeline
Consumer QA QC Sr. Specialist: Credit Research
Citizens Bank
04.2022 - Current
Assistant Branch Manager
Citizens Bank
01.2021 - 04.2022
Senior Relationship Banker
Citizens Bank
03.2020 - 03.2021
Personal Universal Banker
Citizens Bank
03.2017 - 03.2020
Senior Teller
Citizens Bank
03.2016 - 03.2017
Teller
Citizens Bank
08.2012 - 03.2015
Legal Assistant
Law Office Of Nic B. Kuvshinoff
05.2010 - 08.2012
Master of Business Administration -
Wilmington University
Bachelor of Science - Accounting
Wilmington University
Associate of Arts - General Studies
University of Delaware