Shaquanda Smith
Willingboro,NJ
Summary
Accomplished, dedicated, and analytical professional with extensive experience across diverse settings. Proven expertise in analyzing information to identify opportunities for profit improvement and cost reduction. Exceptional communication skills enable effective collaboration with vendors, customers, staff, and management. Demonstrated ability to expand client bases and resolve discrepancies, fostering a positive customer experience.
Overview
21
21
years of professional experience
Work History
OFFICER, GWIM SR. OPERATIONS ANALYST
BANK OF AMERICA
01.2016 - Current
- Improve customer service by assisting clients with their needs in a prompt and professional manner
- Collaborate with back office investigators when dealing with correspondence for Regulation E policies
- Respond to inquiries and resolve any discrepancies for customers to promote a positive experience
- Negotiate and resolve discrepancies for customers in a calm and cohesive manner
- Boost client base by searching for potential customers throughout the surrounding area
- Process ACH fraud/non-fraud claims-investigates forgery and theft within customers’ account
- Track and monitor bank’s transactions and activity daily that comes through the customers’ accounts
- Identify and trace any suspicious or high risk transactions, determine if there is improper activity involved, and if any risk to the firm
- Process collections to obtain funds from banks involved with the initial fraud
- Eliminate risk of fraud and reduce ways in which it can occur
- Communicate with financial advisors and client associates to assist with fraudulent and non-fraudulent claims to recover funds on the clients behalf
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Improved team morale and performance with consistent feedback and recognition of achievements.
- Mentored junior officers, providing guidance and support to foster professional development and career progression.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
- Ensured compliance with national and local laws through regular policy reviews and updates.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Increased customer satisfaction levels with detailed performance monitoring and targeted improvements.
- Led initiatives focused on enhancing employee engagement, contributing to a positive work environment that promoted growth and retention of top talent.
- Supported supervisor and associated team members to maintain system functionality.
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
ACCOUNT REPRESENTATIVE
HOPEWELL VALLEY COMMUNITY BANK
01.2013 - 01.2016
- Increased customer base by opening new accounts and assisting with products and services offered
- Ensured accuracy when handling cash and processing deposits and withdrawals into accounts
- Boosted sales by cross-selling various bank products to meet the needs of the customer
- Coached and trained new employees on the operational duties of the branch to help boost the overall performance of the financial institution
- Obtained loans for new customers and existing customers by working with the loan officers
- Performed various clerical duties such as answering the phone, faxing, filing and typing
- Alerted customers to potential fraudulent activity on their account via email
- Adhered to banking and state regulations to remain in compliance with the banking laws
- Solicited new business by mailing out letters to potential clients in the area
INFORMATION PROCESSING CLERK
NJM INSURANCE COMPANY
01.2004 - 01.2013
- Ensured customers had proper coverage in place when processing auto insurance policies
- Reduced customers’ premiums by adding and removing various discounts and anti-theft devices
- Addressed specific needs of policyholders in relation to what type of insurance to choose
- Cross-trained in various departments including audits, endorsements and other key areas
- Utilized writing skills to assist customers with setting up their new insurance policies
Education
Bachelor of Science - Business Management
University of Phoenix
01.2013
Associate of Arts - Business
University of Phoenix
01.2011
Skills
- Team collaboration
- Attention to detail
- Multitasking Abilities
- Problem-solving
- Decision-making
- Multitasking
- Excellent communication
- Team building
- Relationship building
- Interpersonal communication
- Reliability
- Effective communication
- Adaptability and flexibility
- Interpersonal skills
- Teamwork
- Professionalism
Accomplishments
Gem Award-December 2024
Gem Award-August 2024
Crown Award-November 2023
Training
Embraced the opportunity to train new hires, helping to acclimate to the ACH process.
Timeline
OFFICER, GWIM SR. OPERATIONS ANALYST
BANK OF AMERICA
01.2016 - Current
ACCOUNT REPRESENTATIVE
HOPEWELL VALLEY COMMUNITY BANK
01.2013 - 01.2016
INFORMATION PROCESSING CLERK
NJM INSURANCE COMPANY
01.2004 - 01.2013
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business
University of Phoenix
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