Customer Service Management

Shangra-La Jones

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

Denver, CO. 80239

Phone: 303-***-****

Email: **********@*****.***

SUMMARY OF SKILLS > Exceptional written, consumer regulatory and

oral communication skills

> Strong organizational and active listening

skills

> Proven ability to multi-task and meet deadlines

in a fast-paced work environment

> Demonstrated skills in preparing and presenting

presentations

> Strong work ethic and commitment to the job

EXPERIENCE:

Colorado Department of Labor and Employment - Claims Coordinator 11/2010 -

05/2011

. Filed new unemployment benefits claims.

. Provided quality customer service to new and exsisting filers.

. Worked on special projects to resolve complex high risk customer

claimant issues.

The Reele Connection Society Non-Profit - Director 01/2007 - 12/2010

. Provided research/program analysis and prepare management reports.

. Wrote program policies and procedures for community development

programs.

. Oversaw all project/program costs and grant accounting.

. Conducted all audit activity of financial records.

ANB - Assistant Vice President Compliance Officer 05/05 - 12/2006

. Performed compliance reviews, manage/monitor compliance programs, and

conduct regulatory exams.

. Reported quarterly to the Audit Committee on the status and activities

of the Compliance Program.

. Implemented and maintain compliance programs for consumer protection

and fair lending laws and regulations.

. Prepared examination reports and communicate any and all findings to

management.

. Reviewed advertising for regulatory compliance and proper disclosures.

. Tested consumer loans for compliance with regulatory and banking

requirements.

. Provided compliance training for management and team members.

. Provided AML risk assessments, transaction monitoring and

investigations and other AML/BSA needs.

Fortner, Baynes & Levkulich - Compliance Review Specialist 01/04 - 05/05

. Performed bank examination and bank holding company inspection within

the Colorado Region.

. Made recommendations to Bank's to improve BSA, SARs, OFAC and Patriot

Act procedures.

. Prepared examination reports and communicated any findings to both

management as well as the client.

. Reviewed originated and denied loans to ensure all HMDA-reportable

loans are identified and reported.

. Organized CTR filing process as well as surveillance of cash deposits

and withdrawals for financial institutions.

. Coordinated AML surveillance procedure to ensure consistency of

surveillance procedures for banking systems.

EDUCATION:

University of Colorado

Masters of Public Administration and Public Financial Management

BA: Communication & Public Relations

COMPUTER SKILLS:

Windows, Word, Excel, WP, Power Point, Adobe Reader

IBM, Mac, Micro-soft, Out-look

ADDITIONAL TRAINING:

o BSA/AML - Kirchman Regulatory Services 2004

o BSA/AML Training - Pegasus Educational Services, LLC 2004 -2006

o BSA/AML Training - 2005 - 2006

o Fundamental Deposit and Operations Compliance - Kirchman Regulatory

Services 2004 -2006

REFERENCES AVAILABLE UPON REQUEST[pic][pic][pic]

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