COLETTE D.SIMMONS

**** ****** *** *****

Apollo Beach, FL 33572

Mobile: 813-***-**** acrgzm@r.postjobfree.com

I am a high-performing and focused professional with over a decade of experience working in a mix of fast-paced corporate, retail and healthcare environments. As a strategic thinker and planner, I know how to implement, execute, and continually improve an outlined strategy. Additionally, I have experience in departmental planning and strategy, marketing, project management, customer service, retention and healthcare. I value the people I work with which has helped me build trusted relationships with customers and colleagues.

PROFESSIONAL EXPERIENCE

Citibank, Tampa, FL 2015

Financial Analyst

Investigate large customer caseloads efficiently to uncover potential risk behavior through data analysis

Assist colleagues as SME to increase overall efficiency in work productivity

Utilize multiple applications to provide detailed reports for closure of potential customer issues

Provide critical feedback regarding “at risk” customer accounts

Assume leadership role in ad hoc work groups to drive revenue

Capital One, Richmond, VA 2012 – 2015

Account Manager

Responded to inquires from high value customers

Created a personal connection while educating customers on the value of my company and the benefit of doing business with a leader in the industry

Exceeded all customer service benchmarks

Received multiple forms of customer accommodation from customers

Excelled at driving top line line revenue for a Fortune 200 company

Selected and served as Nesting Coach for new hires by Senior Management

Received Quarterly Awards for top 5% performance in my position

Walt Disney Company, Tampa, FL 2012

Itinerary Planner

Assisted guests in planning “Magical” vacations and events while upselling packages to increase corporate revenue

Customized reservations for various restaurants and guest experiences

Coordinated vacation planning to coincide with multiple events

Offered additional specialized experiences to coordinate with family vacations and corporate visits

Excelled in receiving multiple compliments from customers around suggesting great experiences at Disney Parks and Resorts

Consistently exceeded quota for guest reservations and corporate targets

Connected with customers to create ongoing customer relations and company loyalty

Excel Nursing and Rehabilitation Center, Tampa, FL 2011 Recreation Director

Tasked with completion of monthly and quarterly departmental and QA reports

Designed and implemented Therapeutic Recreation programs for a 120-person facility

Professionally supervised and trained staff along with volunteers

Produced monthly activity calendars and coordinated special events for residents and staff

Provided intake assessments for both patients and residents.

Completed documentation for medical records following HIPAA regulations.

Member of cross function care plan team that evaluated overall patient condition to better offer services.

Bank of America, Tampa, FL 2009 – 2010

Claims Analyst II

Managed both business and personal account portfolios

Developed long standing account relationships through my ability to build rapport and defuse customer concerns

Filed claims to resolve client issues while following company guidelines and compliance

Utilized multiple computer systems to process claims and resolve customer accounts

Updated claim information assuring accuracy and data integrity

Led the “Morale Committee” to improve team cohesiveness and drive increased results

Sentara Nursing Center, Norfolk, VA 2008 - 2009

Recreation Director

Responsible for designing and implementing creative recreational activities for geriatric residents and those with disabilities

Maintained departmental budget and prepared related departmental reports for administrative presentation

Provided advocacy for families and participants in the care plan team for the overall health improvement of the patient

Manages activity department and staff and recruits and trains activity staff and volunteers.

Produced a monthly calendar and newsletter informing residents and families of upcoming events and activities

Provided performance evaluations and coaching for recreation staff

Input assessments and care-planning information into computer based system (MDS 2.0)

Established and maintained good working rapport with other departments

Participated in standardizing methods to complete work efficiently

Bank of America, Norfolk, VA 2007

Customer Sales Associate

Consistently exceeded team goals for sales and customer satisfaction.

Worked on special team projects to increase efficiency, team work and drive revenue

Provided efficient and high quality customer service for customer concerns

Utilized multiple computer systems to develop solutions for customer escalations

Accessed customer accounts to process and solve diverse customer inquiries

Carteret Mortgage, Virginia Beach, VA

Loan Officer 2004 – 2008

Generated leads and meetings with applicants to determine financial feasibility of obtaining loans

Explained loan products and approval guidelines to customize loan solutions for potential clients

Obtained and compiled financial data for approval review

Reviewed and updated credit loan files

Established close cross functional relationships with banks, title companies and multiple financial institutions

Excelled in establishing client rapport resulting in repeat business and client referrals

EDUCATION

Masters of Business Administration, University of Phoenix

Anticipated Graduation 12/15

Bachelor of Science, Hampton University

Hampton, VA 1998

PROFESSIONAL DEVELOPMENT

Customer Loyalty Training, 2012

Previously CTRS certified-eligible

Compliance and Risk Refresher course

Bank Secrecy Act Training

TECHNICAL SKILLS

Word, Excel, Outlook and Power Point, MDS 2.0

IRIS, Polaris, Empower, Avaya, OnDemand, TSYS

Lexis Nexis, ECADD, SAR database, CMT, Compliance Database

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