Summary
Utilize my specialized training and diverse experience in operations, customer service and employee development with a company that will allow me to enhance my growth while contributing to their corporate objectives and attainment of their Mission Statement.
Overview
16
16
years of professional experience
Work History
Credit Operations Business Analyst III /Quality Assurance Analyst
Truist Financial Corp
Remote
02.2021 - 07.2023
- Conducted risk-based audits and quality assessment of key business processes to identify errors, evaluate risk and recommend process improvements.
- Developed and maintained risk management philosophy and expert understanding of policies and procedures as well as Federal and State Regulations.
- Prepared and analyzed internal quality reports for management and maintained process inventory for business unit. Created and maintained job aids for audit processes.
- Identified process improvements to mitigate risk and increase the efficiency and consistency of data quality and KPI initiatives.
- Collaborated with business units on design, development and implementation of quality review and audit.
Bank Operations Specialist II
SunTrust Bank / Truist Financial Corp
Remote
08.2015 - 03.2021
- Researched and resolved high-level client complaints while tracking data in Sales Force.
- Role included being a SME (Subject Matter Expert) for consumer lending products to resolve complaints and provide product knowledge to teammates and clients.
- Prevented potential losses by researching discrepancies and correcting problems on client accounts.
- Continued focus on finding root cause, reporting and resolving inefficiencies, process gaps and adhering to regulatory and compliance requirements.
- Assisted with research queues and lien perfection of vehicle loans.
Bank Support Specialist/Escalation Specialist
SunTrust Bank
Nashville, TN
09.2007 - 02.2014
- Answered incoming calls concerning policies, procedures, regulations and product support while delivering a high level of professionalism and knowledgeable service to every caller as a SME.
- Handled escalated calls to preserve customer satisfaction, maintain long-term business relationships and reduce risk.
- Consistently met or exceeded call speed, accuracy and volume benchmarks.
- Monitored teammate calls to ensure professionalism and accurate information was being provided to callers.
- Coached team members on metrics, goals and call review to improve performance and satisfaction ratings.
Education
Skills
- Active Listener
- Strong Verbal / Written Communication Skills
- High Level of Integrity
- Relationship-Building Skills
- Problem-Solver
- Highly Organized
- Detail-Oriented
- Salesforce
- Type 80 WPM
- Root Cause Analysis
- Internal Audits
- Microsoft Office Suite
- Project Management
- Quality assurance
- Needs assessments
Additional Information
- 2011 Women of Excellence Award
- 2011 Compass Award
- Awarded Bank Officer status in 2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Credit Operations Business Analyst III /Quality Assurance Analyst - Truist Financial Corp
02.2021 - 07.2023
Bank Operations Specialist II - SunTrust Bank / Truist Financial Corp
08.2015 - 03.2021
Bank Support Specialist/Escalation Specialist - SunTrust Bank
09.2007 - 02.2014
Anderson University - ,
Similar Profiles
Ray AmirvafaeiRay Amirvafaei
Senior Cybersecurity Analyst at TRUIST FINANCIAL CORPSenior Cybersecurity Analyst at TRUIST FINANCIAL CORP
Clarissa LacyClarissa Lacy
Communications Manager at Truist Financial CorpCommunications Manager at Truist Financial Corp
Terrica RidgesTerrica Ridges
Commercial Real Estate Loan Administrator, Officer at US Bank Corp.Commercial Real Estate Loan Administrator, Officer at US Bank Corp.
Jayashree IyerJayashree Iyer
Business & Quality Assurance Analyst III at Synapse HealthBusiness & Quality Assurance Analyst III at Synapse Health
Paulina WellsPaulina Wells
Quality Assurance Analyst III at Fujifilm DiosynthQuality Assurance Analyst III at Fujifilm Diosynth