L ISA M. KLE MAN

**** ****** **** ***** • D ixon, CA 95670 • 707-***-**** • l acfle2@r.postjobfree.com

OBJECT I VE : Accountable and collaborative individual with excellent t ime management,

customer service and multi-tasking skills seeking a B usiness Support Lead position to improve

p rocess efficiency, sales performance customer experience and satisfaction.

ED UCAT ION :

Bachelor of Science: Human Resources Management M inor: Business Communications and

A dministration M ay 2013 GPA: 3.5

SU M MARY OF QUAL I F ICAT IONS :

• Individual contributor with the proven ability to manage multiple projects and meet t ight

deadlines; Admirable problem-solving capabilities and superior analytical skills; Deep

i nterest in data analysis and identifying t rends

• Proficient in Web-based applications, Microsoft Word, PowerPoint, Access, Excel, Visio,

P roject, OneNote, Outlook, Discovery, and SharePoint

WORK EXPER I E NCE :

BANK OF AME R ICA

Operations P roject Consultant Existing Customer Credit Rancho Cordova, CA

December 2011 P resent

• Ensure Customer satisfaction, for both external and internal customers for i mproved customer experience

• Managed the identification of impacted work procedures and implemented proper changes for improvement

• Facilitated project team meetings with business partners and stakeholders to deploy successful change

i nitiatives and success in developing and executing sourcing strategies for associate readiness

• Kept projects on schedule and within budget by developing robust project plans and estimates of resource

requirements

• Educated associates on people, process, and technology changes by preparing communications and coordinating

t raining

• Worked closely with senior managers, team managers, and stakeholders to prepare effective control plans and

monitoring routines to t rack effectiveness of new initiatives and ensure all processes were within regulatory

requirements

• Assist with continuous improvement learning events for new and seasoned associates to improve quality scores

Business Support Lead Existing Customer Credit R ancho Cordova, CA A pril

2010 December 2011

• Prioritized and assigned daily work to the associate queues to maintain a healthy backlog and ensure all

required Service Level Agreements (SLAs) were achieved

• Worked with cross-functional departments to monitor escalations and prevent process issues both internally

and externally

• Proactively consulted with team managers on productivity and quality issues and recommended solutions

• Demonstrated customer and management abilities, and relationship building skills in a fast paced work

environment

Mortgage Servicing Special ist I I I Existing Customer Credit Rancho Cordova, CA A pril

2009 April 2010

• Performed analysis as part of the Home Equity Home Retention Division to reduce credit r isk and customer

account blockage

• Showcased drive for results when minimizing credit and losses by identifying collections tactics to optimize

borrower responses

Cash Services Customer Representative I I West Sacramento, CA M a rch

2008 April 2009

• Demonstrated ability to learn on the fly when implementing all aspects of machine automation within the

ATM Department, primarily matching, processing, and preparing deposits for t ransport to the Proof Department

• I llustrated focus on quality when performing reconciliation of debits and credits, general ledger, and customer

adjustments

LE N DER’S F I RST CHO ICE T I T L E COMPANY

Escrow Officer R ancho Cordova, CA F ebrua ry

2006 Ma rch 2008

• Paid close attention to detail when performing data entry of important customer information and preparing

closing documents

• Exemplified strong customer focus and reliability when assisting with client questions and communicating

requirements

NORT H AMER ICAN T I T L E CO MPANY

2005 Februa ry

J r. Escrow Officer R ancho Cordova, CA J une

2006

• Showed excellent organization skills when managing multiple phone lines while simultaneously performing

clerical tasks, such as ordering escrow demands, copying funding packages, and verifying payoffs for lenders

• Demonstrated exceptional responsibility and financial acumen when opening escrow with new clients,

determining outstanding debt, performing credit checks, preparing closing documents, and distributing escrow

checks

Contact this candidate