Customer Service Quality Assurance
Resume:
Connie C. Black
**** ********* *****, *****, ** *3624
*******@***.***
Profile
Energetic, self-motivated business analyst recognized for driving process
improvement in an aggressive, growth- oriented financial institution.
Organizational and analytical skills highly regarded. Leader in complex
problem analysis and root cause identification with extensive experience
implementing strategic initiatives.
Summary of Qualifications
Strong leadership skills Project management disciplined
Promotes extensive team High staff and management confidence
collaboration
High quality standards Skilled task analyst
Excellent communicator Process improvement leader
Professional Experience
GTE Federal Credit Union, Tampa, FL May
2005 - Present
Demographics: 1.4 billion in assets, 179,000 members, 23 branches, 400
employees
Member Experience Support
. Responsible for evaluating processes to create or improve procedures
which resulted in new tools that improved efficiency and ensured
consistent quality service throughout branch operations and other
internal departments.
. Create user friendly written documentation and publish in online
resource system to enable keyword search, quick access to support the
front line staff and overall positive member experience. Provide
consistent, clear and concise changes to policy or procedures to all
affected staff and deliver ongoing support and solutions to internal
staff.
. Active participant in various ad hoc committees, project teams, cross
functional department teams as an objective facilitator, an
influential and functional team member, team leader or project
manager.
. Responsible for maintaining and expanding knowledge in business
systems, compliance requirements, policies, procedures and current
industry trends for ongoing process improvements and efficiencies.
. Conduct quality assurance testing and document review to provide
feedback for other departments, including various members of
management.
Key Accomplishments
. Project Team Leader assigned to implement document imaging throughout
the organization. Worked with vendor and cross functional teams to
create standards, procedures and measurements to ensure quality,
retention and relevancy of documents, enabling the organization to
streamline their processes and reduce paper and expenses.
. Key member of the project team for the credit union's core data system
conversion. Trained with vendor to become subject matter expert to
identify new processes and procedures, test, validate, troubleshoot,
update, and communicate new and revised procedures to front line
staff. Initiated the creation of standards for procedure writing to
ensure consistency throughout organization.
GTE Federal Credit Union February 2004
- May 2005
Training Specialist II
. Conducted technical training on various organizational systems for new
employees. This included policy and procedural training for front
line staff.
. Created job aids and other various training materials to enhance the
learning experience.
. Provided written learner evaluations to supervisors and managers
regarding the progress of their employee and ongoing training
recommendations.
. Selected to mentor new Training department employees.
GTE Federal Credit Union June 2003 -
February 2004
Consumer Loan Processor
. Performed a complete review of the loan application to verify
compliance with guidelines.
. Monitored all funding documentation to ensure that all necessary
paperwork was completed and received.
. Followed up with loan originator to address any outstanding
conditions.
. Ensured all information was accurate prior to funding.
. Submitted title paperwork.
IBM Southeast Employees' Federal Credit Union
February 2002 - June 2003
Member Service Representative
. Provided customer service, opened, and maintained various types of
accounts along with cross sold products and services to support the
overall credit union goals.
Education
University of South Florida, Tampa, FL
Bachelor of Arts in Elementary Education, May 2001
Summa Cum Laude
University Honors Program
George Jenkins Scholars Program
SunCoast Area Teacher Training Honors Program
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