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Click here or scroll down to respond to this candidateCandidate's Name
Charlotte, NC Street Address
(c)PHONE NUMBER AVAILABLEEMAIL AVAILABLEEMAIL AVAILABLEProfessional Summary19+ years of comprehensive and well-diversified financial services experienceMBA degree in Human Resource ManagementBachelor of Science in Marketing8+ years of Reporting & Analytical experienceExperience working with Third Party VendorsCreative thinker that works efficiently in fast-paced call center environments, while producing quality resultsWell versed on compliance agencies, regulatory & employment lawsProfessional ExperienceWells Fargo Bank, Charlotte, NC Jan. 2001- PresentSenior Analytic Specialist-Data Management & InsightsJuly 2012 to PresentSupport 1WF and TOTH work in monthly runs to include OOV work, for the yearly refresh including uncategorized and categorized accuracy work, emerging issues and ad hoc requestsProvide support to the onboarding process of the EGS candidates by providing a presentation on the Categorization tool providing an illustration on the process to categorize unstructured dataCollaborate with HR group using text analytic solutions to determine trends that support the on-boarding, exit interviews, training and talent movement initiativesRoot cause analysis experience; exposure to digging into operational and customer feedback dataValidate and report all discrepancies uncovered during UAT initiatives on the Customer Listening toolMaintains confidentiality of sensitive dataTreasury Associate IIOctober 2007 to July 2012Provided consultative guidance advice to clients on system or processes related to payroll issues on ACH direct deposit payments, reversals, garnishments, deletions and payroll non-receiptProactively worked with the business line managers to strategize and prioritize key project opportunities and then successfully convey them to project participantsTrained corporate customers on navigation process through CEO portal on report retrievals, user ids, tokens or to initiate wiresParticipated in multiple special projects simultaneouslyKnowledgeable on an array of cash management products which include Cash Vault, Lockbox, Wires & Account AnalysisExperience working with Third Party vendors: Garda, Loomis and First Data.Experience working on case management toolsIRA Account Maintenance AssociateMarch 2006 to October 2007Performed account maintenance functions such as: POA changes, IRA distributions, closing accounts and delinking brokerage account activitiesProvided coaching support to outsourced employees on mainframe systems, products, policy and proceduresCollaborated with Senior Management and Legal department regarding Deceased Estate projects to ensure compliance with federal and state laws regarding due diligence, audit requirements and data integrityProvided 100% Quality Customer ServiceOperations Specialist February 2004- March 2006Met daily Security Exchange Commission and Federal Reserve guidelines pertaining to providing the most effective method to pay or return items on Asset Management accounts and trading activitiesDelivered reports based on defined departmental guidelinesProvided quality customer service by researching and responding to all internal and external inquiries promptly and professionallyFraud Specialist March 2002- February 2004Consistently documented cost control ideas and process improvementsIdentified, tracked and reported trends on compromised accounts per risk management guidelinesProvided feedback and recommendations to fraud investigators regarding the disposition of cases as moderate risk, complexity or exposure to ensure the Bank would not have a loss in net profitsKnowledgeable on an array of different tools including case management systems-PROSProvided 100% Quality Customer ServiceClient Services Representative January 2001- March 2002Analyzed Asset Management and IRA brokerage accounts, conducted research, initiated problem resolution and follow ups with internal and external clients to exceed customer expectationsAssisted on various group projects to help reach Service Partner AgreementsAs first point of contact, answered and processed requests/inquiries from customers via phone, Kana system, voicemail, fax, etc. with a first call contact resolution goalEducationMBA, Human Resource ManagementStrayer University, Charlotte, North CarolinaBachelor of Science, MarketingDominican College of Blauvelt, Blauvelt, New YorkTechnical SkillsMicrosoft Office: Excel, Word, PowerPoint, Python, SQL, Service View, Beta, Mobius & Reporting ToolsProfessional AffiliationsCharlotte Area Liaison Group (CALG) |
