Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Hi, I’m
Tonya Brooks
Summary
Overview
29
years of professional experience
1
Certificate
Work History
Bank of America Merrill Lynch
Consultant - Business Technical Analyst – Technical Help Desk Tier 2
3 2017 - Current
Job overview
- Provides technical systems and software support for modification, implementation, or conversion of business systems
- Acts as liaison between business unit and software, hardware developers and vendors
- Participates in design, development and implementation of complex applications or systems, often using new technologies
- Participates as an individual contributor on projects, completing activities as a part of a team related to special initiatives or operations
- Provides oversight and guidance to more junior business and systems analysts
- Process and resolve Executive Escalation.
Bank of America
Treasury F &S Senior Specialist-Service – Silver Team
09.2015 - 03.2017
Job overview
- Responsible for account management, including escalations, coordination of workflow to business partners and ensuring timely resolution
- Interacts continuously to deepen relationships with internal business partners, as well as, clients to further enhance client delight
- Complete needed forms for account openings, signature card / banking resolution maintenance and cash vault services
- Complete needed projects and client outreaches as necessary
- Maintain high standards on internal operations and financial controls to ensure risk mitigation to protect our clients and the Bank of America
- Effectively build relationships with business partners and clients to ensure processing accuracy
- Stays up-to-date with products/services and procedures; reviews and understands all Product Alerts and updates
- Produce Pro-Active Activities to better know the clients and understand how they use our products & services
- Responsible for monitoring accuracy of data input into systems of record, information gathering, report generation and troubleshooting
- Active EIM Team participant.
Bank of America Merrill Lynch
Treasury Service Advisory – Bronze Contact Center
10.2014 - 09.2015
Job overview
- In a call center environment; identify, resolve and discovers root causes through research and analysis to provide solutions to basic and moderately complex requests in a timely manner
- Through client's request I'm responsible for account management including: handling escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution
- I utilize my expertise to drive results using defined processes to resolve complex requests relating to the end-to-end process for sales, service and fulfillment
- Build relationships with internal business partners as well as clients to further enhance client delight
- Monitors accuracy of data input into systems of record, information gathering, report generation and troubleshooting while maintaining a high level of standards on internal operational and financial controls to ensure risk mitigation protecting the client and the Bank
- Proactively focus on the client experience to achieve customer satisfaction
- Earned the Gold Award for achieving 100% in Client Delight 2015 for the Year.
CIT Bank
Premier Portfolio Account Representative
06.2008 - 10.2014
Job overview
- In a dedicated commercial leasing environment I examined aging reports and initiated calls to customer with past-due balances to arrange payment on complex major accounts with a minimum net investment of $500k
- Make outbound collection calls on major accounts to resolve customer complaints, review and process receivable data, research and resolve past due billing discrepancies
- Assist customers with making payments over the phone by e-check or credit card, perform routine account reconciliations and provide the results to customers through written and verbal forms of communication
- Maintain and perform accounting reconciliations, call logs, and initiate financial adjustments to determine if credit or debit is due to the customer
- Negotiate payments, evaluate and escalate issue to internal and external contacts if necessary
- Worked closely with Credit Team to negotiated additional credit and credit extensions by reviewing Dun & Bradstreet and client aging reports
- Examined legal contracts for terms and conditions, processed states issued documents such as articles of incorporation and amendments, sales tax exemption certificates, third party vendor contracts to negotiate repayments.
BellSouth
Telecommunications Service Representative
08.1999 - 03.2008
Job overview
- Effectively managed high risk Business customer accounts by utilizing payment plans and other necessary methods available to assist in bringing the accounts current
- Reviewed Business customer financial qualifications for repayment plans, modifications
- Managed customer contact to determine the intentions and abilities for the resolution of non-performing assets
- Developed strategies to increase re-performance of delinquent accounts
- Processed third-party CLEC orders for their client operating on-resale telecommunication contracts
- Supervised employees and competently controlled escalated calls when management was unavailable.
Pay-CO/OSI Inc.
Stage III - Collector
03.1997 - 07.1999
Job overview
- Supervised employees and competently controlled escalated calls when management was unavailable
- Effectively managed outbound customer calls by effectively negotiating credit card payments
- Completed skips tracing for a group of 7 peers using Fast data and electronic white pages.
America Online
Senior Customer Service Retention Rep.
03.1995 - 02.1997
Job overview
- Utilized computer systems to track all events and outcomes
- Provided high quality, customer focused service using knowledge of plans, products, systems and procedures to meet and exceed goals
- Utilized tools to receive and maintain customers with America Online and maintained excellent customer service and problem solving skills.
Education
Jean Ribault High SchoolJacksonville, FL
High School Diploma
05.2001 - 1990.05
University Overview
Florida State College At JacksonvilleJacksonville, FL
from Insurance And Risk Management
05.2001
University Overview
Certified Insurance 440 License
Skills
Requirements Gathering
Certification
Registered Customer Service Representative - Certified Insurance 440 License
Timeline
Treasury F &S Senior Specialist-Service – Silver Team
Bank of America
09.2015 - 03.2017
Treasury Service Advisory – Bronze Contact Center
Bank of America Merrill Lynch
10.2014 - 09.2015
Premier Portfolio Account Representative
CIT Bank
06.2008 - 10.2014
Jean Ribault High School
High School Diploma
05.2001 - 1990.05
Florida State College At Jacksonville
from Insurance And Risk Management
05.2001
Telecommunications Service Representative
BellSouth
08.1999 - 03.2008
Stage III - Collector
Pay-CO/OSI Inc.
03.1997 - 07.1999
Senior Customer Service Retention Rep.
America Online
03.1995 - 02.1997
Consultant - Business Technical Analyst – Technical Help Desk Tier 2
Bank of America Merrill Lynch
3 2017 - Current
References
References
References available upon requestReferences
References
References available upon requestSimilar Profiles
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