Customer Service Manager
Resume:
Karmen McDaniel
Montgomery, Al 36117
abkal3@r.postjobfree.com
QUALIFICATIONS SUMMARY
Operations Manager with over 17 years experience in leadership and customer service
with expertise in real estate property tax and insurance. Strengths in managing
information, gathering data and reporting.
RELEVANT EXPERIENCE
2006 – 2010 BB&T (Colonial Bank), Montgomery Alabama
Operations Manager, Real Estate Booking/Delinquent Tax and Insurance
• Through six direct reports, streamlined insurance processes and reduced
expenses to support for two consecutive years resulting in Loan Operations
being 8.2% under budget for FY2009
• Directed and managed initiative to ensure department remained within NFIP
regulatory guidelines. Efforts resulted in zero findings for 2007, 2008 OCC, FDIC
audit
• Developed a procedural manual for the department which reduce processing
errors and provided for cross departmental standardization
• Supervised the activities of direct reports and cross functional teams to ensure
the timely and accurately processing of monetary and non-monetary account
transactions resulting in service levels of 100% being met
• Ensured all General Ledger accounts are balance and in service level
• Implemented a paperless general ledger process reducing transaction time by
84%
• Managed high priority, highly sensitive customer relations escalations which
prevented litigation exposure, and fostered customer loyalty
1998-2006 Regions Financial Corporation, Montgomery, Alabama
Process Team Leader
• Coordinated, monitored, and evaluated back office account processing activities
of 11 associates which resulted in 98% accuracy rate
• Designed a daily processing training manual for the department which ensured
standardization and improved the section’s training process which decreased the
training time by 60% for new and cross trained employees.
• Developed strategic plans for quality improvement to include the bank’s Alabama
Quality Award (AQA) and the Associates Committed to Excellence (ACE), which
established benchmarks that helped the bank consistently exceed quality control
standards
K armen McDaniel
SKILL SETS: Financial Management and Organizational Leadership Skills
Technical
Tracking force placement of insurance and flood reports, maintaining collateral
reports for insurance providers, ensuring priority processing of delinquent tax
reports, reviewing loans moving from CLCS to the ALS system and reporting
relevant information to flood/property insurance providers, ensuring employees
prepare and distribute research reports, conducting loan audits, coordinating
loan repayment schedules, processing invoices for insurance and flood vendor,
overseeing high balance multiple general ledger accounts, ensuring
departmental compliance with NFIP guidelines.
Systems: Windows NT, Microsoft Word, Excel, PowerPoint, ALS (Advance Loan
System), CLCS (Construction Loan System), Hogan/Mainframe, Internet, Mobius
(Imaging System), Virtual (Imaging System), Etrack (Document Tracking), Lotus
Notes and Outlook
Leadership and Organization
Building cohesive teams, setting goals, ensuring productivity, coaching team members
for effectiveness, resolving/facilitating conflicts, evaluating performance, providing
corrective action, promoting problem solving, motivating team members, handling
employee complaints, cross functionally coordinating with supervisors and managers,
participating on and leading teams, keeping upper management informed through
roundtables, group meetings and conference calls.
EDUCATION
1988-1990 Alabama State University
Computer Information Systems
1991-1992 Southern Tech
Computer Office Technology
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