Kara L. Gibson

*** **** ********** **.

Pennsville, New Jersey 08070

856-***-****

OBJECTIVE:

To seek a position with a growing company that will allow me to fully

utilize my extensive leadership experience and provide me with the ability

to continue to build upon that experience and to grow with the company.

SUMMARY:

An experienced customer service oriented person with extensive

analytical and organizational skills. Additional skills in the area of

leading and mentoring fellow workers. A dependable and innovative goal

oriented person with proven people skills. Proven track record of managing

people in a creative and fast paced environment.

Professional Experience:

Aerotek, New Castle Delaware

July 2014 - Present

Disclosure and Collateral Management Analyst, Bank of America

Responsible for customer account review based on research conducted

using various database resources and standards set by the US Post Office.

Relied upon strong decision making skills to apply address changes to

customer accounts while navigating multiple systems. Utilized Excel to

collate information from disparate sources allowing for a more efficient

method of identifying discrepancies which provided for timely solutions of

any issues uncovered during account reviews.

JPMorgan Chase & Company, Newark, Delaware

April 2011 - January 2014

Senior Credit Analyst Lending Operations

Responsible for conducting skill development sessions and Application

calibrations. Assisted with new hire training classes and conducted Make-up

Procedural updates. Handled escalated calls in a supervisory capacity to

improve the Customer Experience. Researched problem accounts and managed

system access requests for Lending Teams. Managed daily control reports and

addressed quality errors and corrections with the staff members. Provided

supervisor escalation support for the New Account Lending team with

questions and high line overrides.

October 2006 - April 2011

Portfolio Risk Review Lender

Responsible for making decisions to reduce or close credit card

limits. Handled inquiries concerning customer calls and complaints over

credit card limit decreases and provided explanations on previous credit

card decisions. Took inbound escalated supervisor calls on customer

complaints, providing a 98% customer satisfaction, one of the highest in

the department.

July 2005 - October 2006

Verification Analyst

Responsible for processing over 3000 credit card applications monthly

as well as 80 - 100 phone calls from customer inquiries regarding their

applications. Updated credit card applications with all pertinent

information using sources such as Lexis and Nexis, Customer Assist, TSYS,

and Filenet. Performed special projects such as updating the DNC list and

prepared high credit line requests to be reviewed by management.

May 2004 - July 2005

Credit Line Increase Analyst

Responsible for processing requests for credit line increases along

with reviewing credit reports and account to make credit decisions. Handled

phone calls for cardholders to process rush requests. Made systems and

phone consultations for better decision on credit applications.

Storehouse Furniture, Wilmington, Delaware

March 2002 - May 2004

Assistant Manager of Design Consultants

Responsible for furniture sales and design. Created vignettes for the

store's interior design displays. Responsible for hiring of new sales

consultants and design consultants. Responsible for opening and closing of

store as well as maximizing sales and profitability by controlling expenses

and managing inventory control. Responsible for personnel management,

including mentoring of new hires, conflict resolution, and providing

clearly defined goals for staff success. Responsible for resolving customer

service inquiries, providing a satisfaction to the customer that was right

the first time.

MBNA America Bank NA, Newark, Delaware

September 1996 - June 2001

Risk Analyst Account Manager

Responsible for making decisions to reduce or close credit card

limits. Handled inquiries concerning customer calls and complaints over

credit card limit decreases and provided explanations on previous credit

card decisions. Took inbound escalated supervisor calls on customer

complaints, providing a 98% customer satisfaction, one of the highest in

the department.

November 1994 - September 1996

BDOA - Static Coordinator

Responsible for maintaining graphic artwork library along with

verification of representative's work. Developed and implemented a report

of graphic errors, allowing for a quicker turn around in new graphics being

developed.

January 1991 - November 1994

Disputes Analyst

Responsible for processing of billing disputes along with Visa and

Mastercard charge backs. Provided one on one training to new analysts on

several occasions.

Corestates Bank of DE, Wilmington, Delaware

February 1989 - January 1991

Credit Investigator

Responsible for verification of customer credit and payment history.

Through the verification process, then deciding whether a customer would

qualify for a credit line increase.

JC Penney, Newark, Delaware

July 1987 - February 1989

Retail sales in handbags, cosmetics, and Junior's wear. Helped

customers make selections for purchasing as well as stocked shelves and

performed cosmetic demonstrations.

EDUCATION:

Gloucester Community College, Gloucester, New Jersey.

1986 - 1988

Major: Business Finance

Minor: Psychology

St James High School, Carneys Point, New Jersey.

1981 - 1985

Major: College Prep

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