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Customer Service Quality Assurance

Tampa, Florida, 33624, United States
March 23, 2011

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Connie C. Black

**** ********* *****, *****, ** *3624



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


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


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


. 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


. 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


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


. 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


. 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.


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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