Tiffany R. Graves
Greensboro,NC
Summary
Highly experienced professional in Financial and Customer service expertise including process audits, implementing quality control standards, project management, and research and account maintenance. Well versed in problem solving, developing effective training, critical thinking, communications and interpersonal skills. Applies excellent attention to detail and critical reasoning to successfully complete projects.
Overview
22
22
years of professional experience
Work History
QA/Officer
Bank of America
01.2013 - Current
- Support end to end process by implementing quality control standards to ensure compliance to policies, efficiency, and quality
- Develop and manage process improvements while working with regulatory representatives to complete accurate filings and maintain compliance
- Manages daily Desktop Work Tracker reporting
- Collects and analyzed data to measure effectiveness of quality control processes.
- Cross-trained throughout the department in media, correspondence, payment protection plan (PPP), mailbox intake, and processing productivity reporting and other reporting through Tableau and PEGA platforms.
- Reported problems and concerns to management.
Business Partner Representative
Bank of America
01.2010 - 01.2013
- Resolved and supported bank representatives with issues from customers or authorized third parties on mortgage
- Searched and offered workable solutions for errors in the customer’s account as to show we were highly dependable and adaptable in meeting their needs
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
Lead Customer Service Representative
Conduit Global
05.2001 - 06.2010
- Demonstrated strong interpersonal and communication skills during escalated calls
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Boosted morale throughout the team by providing team with challenging team competitions to help improve team involvement
- Showed organizational skills and dependability while assisting in Human Resources with onboard testing and training for new hire process and orientation.
Education
Master of Arts - Organizational Management
University of Arizona (UAGC)
Phoenix, AZ05.2023
Bachelor of Arts - Operations Management And Analysis
Ashford University
San Diego, CA10.2020
High School Diploma -
James B Dudley High School
Greensboro, NC06.1997
Skills
- Highly organized
- Microsoft Office
- Leadership
- Training & Development
- Project management
- High energy positive attitude
- Tableau efficient
- Attention to detail
- Interpersonal skills
- Multitasking
- Excellent written/oral communication
Timeline
QA/Officer
Bank of America
01.2013 - Current
Business Partner Representative
Bank of America
01.2010 - 01.2013
Lead Customer Service Representative
Conduit Global
05.2001 - 06.2010
Master of Arts - Organizational Management
University of Arizona (UAGC)
Bachelor of Arts - Operations Management And Analysis
Ashford University
High School Diploma -
James B Dudley High School
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