Open To Work
Tiffany Legg
Work Preference
Summary
Results-driven Banking Operations Professional with over 4 years in retail banking, call center, and IRA servicing, and 15 years in operational support. Proficient in reviewing regulatory documentation, mitigating risks, and optimizing workflows in remote operations settings. Consistently achieved top rankings in a competitive IRA department, demonstrating expertise in compliance documentation and operational efficiency.
Overview
9
9
years of professional experience
Work History
IRA Specialist | IRA Trainer | IRA Mentor
Discover Financial Services
06.2022 - Current
- Consistently ranked among the top IRA specialists department-wide, achieving seven Top 10 finishes across eight measured periods.
- Managed high-volume IRA and retail banking inquiries via phone and eGain chat, adhering to accuracy, compliance, and operational controls.
- Identified, researched, and resolved complex account risks and customer inquiries, coordinating cross-functional interventions.
- Audited account records and documentation for completeness and consistency, resolving discrepancies and escalating complex exceptions.
- Partnered with leadership on operational efficiency, providing updates on workflow bottlenecks and emerging risk patterns.
- Provided training and mentorship to IRA specialists, enhancing their skills in account servicing and regulatory adherence.
- Analyzed recurring error trends and quality findings to optimize departmental workflows and establish coaching priorities.
- Maintained knowledge of policy and regulatory updates, guiding peers through ongoing coaching and documentation alignment.
Director of Business Systems, Marketing, and Compliance
Mow Magic Landscaping and Snow Removal
Parma Heights
01.2026 - Current
- Directed branding and marketing production to enhance brand visibility.
- Built and managed company website, Google Business Profile, and digital communications while implementing workflow automation tools.
- Led daily business operations, including administration, compliance tracking, scheduling, and reporting.
- Managed incoming and outgoing payments, transaction reconciliation, and supporting financial documentation.
- Developed and maintained operational systems, customer databases, and standard operating procedures.
Office Manager
Extreme Masonry & Roofing
Parma
02.2018 - 06.2022
- Coordinated office operations and customer support, handling scheduling, work orders, estimates, invoicing, and payroll.
- Oversaw incoming and outgoing payments, payroll processing, and financial-document accuracy.
- Reviewed operational and financial records, resolved discrepancies, and escalated risks affecting customers and vendors.
- Trained and onboarded employees, developing procedures that enhanced consistency and streamlined workflow execution.
- Built a Google Workspace client and project management system, connecting various Google tools.
Field Supervisor
U.S. Census Bureau
Cleveland
03.2020 - 10.2020
- Recruited, trained, and supervised enumerators, ensuring compliance with federal regulations.
- Supported a high new-hire assignment passing rate through onboarding and coaching.
- Monitored field productivity and coordinated responses to changing operating conditions.
- Generated operational reports to enhance staffing efficiency and manage risks.
Billing Specialist
Southwest Urology
Middleburg Heights
10.2017 - 06.2020
- Reviewed and processed high-volume insurance claims and account documentation.
- Maintained coding and billing accuracy while resolving discrepancies and coordinating remediation.
- Managed collections on outstanding patient balances and identified recurring workflow issues.
Education
Bachelor of Science - Healthcare Administration
Colorado Technical University
Colorado Springs, CO04-2019
Medical Billing and Coding -
Remington College
Cleveland, OH10-2017
Skills
Technology
VS Code, GitHub, Codex, Lovable, Wix, WordPress, Canva, Adobe Photoshop, Adobe Illustrator, Figma, Notion, Google Workspace (Calendar, Sheets, Docs, Drive, Gmail, Forms, Meet, Maps), Google Business Profile, Microsoft Excel, Word, Outlook, AI-assisted productivity tools, Self-made Tools, Atlas, CST, Jabber, Payments One, Finacle, Innovis, Webtop, Accurint, Almanac, Prism, Verint, Tableau, CRM systems, document-management systems, electronic records, reporting tools, workflow automation
Timeline
Director of Business Systems, Marketing, and Compliance
Mow Magic Landscaping and Snow Removal
01.2026 - Current
IRA Specialist | IRA Trainer | IRA Mentor
Discover Financial Services
06.2022 - Current
Field Supervisor
U.S. Census Bureau
03.2020 - 10.2020
Office Manager
Extreme Masonry & Roofing
02.2018 - 06.2022
Billing Specialist
Southwest Urology
10.2017 - 06.2020
Bachelor of Science - Healthcare Administration
Colorado Technical University
Medical Billing and Coding -
Remington College