Summary
Overview
Work History
Education
Skills
Languages
Timeline
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TONI BAILEY

Hayward,CA

Summary

Dynamic Compliance Analyst with a proven track record at Card Corporation, enhancing operational efficiency by 25% and leading a team of 20. Expert in complaint handling and customer experience enhancement, I excel in statistical analysis and effective team leadership, driving continuous improvement and compliance monitoring across departments.

Overview

26
26
years of professional experience

Work History

Compliance Analyst, Risk Management & Operations

Card Corporation
09.1999 - 05.2025
  • Increased operational efficiency by 25%
  • Managed a team of 30 employees
  • Served as a subject matter expert within the company regarding complaint handling procedures, providing guidance as needed to colleagues across various departments.
  • Improved customer satisfaction by efficiently analyzing and resolving complaints in a timely manner.
  • Conducted regular audits on resolved cases ensuring that recurring issues are eliminated successfully.
  • Implemented a user-friendly system for tracking and managing incoming complaints, boosting overall productivity within the team.
  • Played an active role in industry forums and conferences, staying informed of the latest regulatory developments and best practices to incorporate into company operations.
  • Ensured proper service of subpoenas by verifying addresses, contact information, and delivery methods as per legal requirements.

Corporate Resolution Specialists

Green Dot
01.2011 - 09.2019
  • Supervised daily operations for 2 call centers/
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Improved customer satisfaction by resolving complex issues promptly and professionally.
  • Monitored trends in customer feedback to inform continuous improvement efforts within the department or product offerings.
  • Led team in adopting proactive approach to identify potential issues before escalation.
  • Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.

Education

Hayward High
Hayward, CA

Skills

  • Operational Efficiency
  • Cost optimization
  • Effective team leadership
  • Statistical analysis
  • Operational efficiency enhancement
  • Customer experience enhancement
  • Project facilitation
  • Goal-oriented planning
  • Compliance monitoring
  • Anti-money laundering
  • Internal auditing

Languages

English
Native or Bilingual

Timeline

Corporate Resolution Specialists

Green Dot
01.2011 - 09.2019

Compliance Analyst, Risk Management & Operations

Card Corporation
09.1999 - 05.2025

Hayward High

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