Professional Summary
I'm a dedicated customer service and former banking professional with 30 years of supporting people and their needs. I am driven by learning from others and raising the effectiveness of my role to improve the process at hand. I believe that customers need nurtured through respectfulness and a dedication to listening. I strive to manage database CRM's and attain sales goals, grow revenue through sound process and closing skills, while providing strong clarity, on-the-spot product knowledge, and a sincere concern for a seamless and positive customer interaction. My most proudest achievements have been the transformation of problematic branch offices into stellar training centers. SKILLS - Dollar Bank Management & Leadership Program Graduate - Branch Operations & Sales Specialist - Loan Processing & Closing Specialist - High Energy Team Building - Effective Writer & Strong Communicator - Financial Statement Metrics Reporting - Microsoft Outlook Certified - Adobe Acrobat, Word, Excel, Outlook, Recruit, Banner, Five9, Webex, Blackboard RELEVANT WORK Banking Center Manager Webster Financial Corporation - Pittsburgh, PA - Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning. - Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse. - Performed banking, business administration and financial tasks to guarantee five-star service for clients. - Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter. - Complied with established internal controls and policies. - Increased new bank relationships within local community through execution of quarterly promotions. Internet Lending Specialist Adaptimmune Therapeutics Plc - Pittsburgh, PA - Co-founded department to originate, process, and close first mortgage loans in five different states. - Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Monitored pipelines to track and log status of loans. - Explained very technical financial information to applicants in easy to understand language. - Compiled closing packages for drafting and presentation accuracy. - Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans. Financial Services Educator NCR Credit Union - Dayton, Ohio - Conducted seminars on consumer credit, lending and deposit accounts, and overall sound personal budgeting practices to Select Employer Groups. - Provided access to products and services via informative seminars designed to educate consumers in order to obtain new memberships and improve existing ones. 01/2022 to Current Document Control Specialist Regent University - Virginia Beach, VA - Modified and maintained tools to support operations and business process creation using Adobe Acrobat, Word, Excel, Outlook, Recruit, Banner, Five9, Webex, Blackboard. - Serve as a primary controller and database manager for document imaging, document intake procedures, and quality control checks on data. - Ensuring transcripts from incoming students are received and recorded accurately while assisting in continuous process improvement activities. - Organize and manage the collection and distribution of incoming recruitment and admissions related documentation and information requests. - Review and certify secondary and post-secondary transcripts for accuracy and authenticity while applying and interpreting admissions and record policies in a variety of procedural situations. - Responsible for maintaining the influx and routing of transcripts over numerous electronic exchange websites. - Provide backup and assistance to the Registrar's Office and Transcript Department's scanning, indexing, record updates, and other data entry projects as needed. - Perform excellent customer support, service, and communication to Admissions Counselors and Advisors, Regent applicants, Regent faculty and other staff, and representatives from external institutions and vendors.