KAYNETTE L. HANDY

*** ******* ***** ac2ifp@r.postjobfree.com

Townsend, DE 19734 302-***-****

Overview

Professional with finance and human resources experience seeking to contribute to a progressive organization at the analyst and management levels. A team player who is detail-oriented and achieves results. Effectively executes technical and leadership skills and applies continual learning to achieve modern and innovative solutions. Possesses an MBA degree with a concentration in Human Resources Management, 2017, and a certificate in Strategic Leadership, 2015.

Skills

Compliance and Quality Management Verbal and Written Communication

Performance and Project Management Coaching and Training & Development

Data Analysis and Interpretation State of Delaware PHRST (Payroll) System

Professional Experience

BANK OF AMERICA, Newark, DE May 2017 – Present

Fraud Claim Analyst II

Process customers’ ATM/Debit Card fraud and non-fraud claims in accordance with Federal Regulation E.

Submit requests for ATM/Debit Card replacement.

Refund bank fees, when necessary.

Communicate to customers the claim process.

Provide the research department with additional claim information, as needed.

STATE OF DELAWARE

DEPARTMENT OF HUMAN RESOURCES, Dover, DE November 2015 – May 2017

Statewide Benefits Office- Administrative Assistant II

Research life insurance and disability claims and report findings to management.

Perform analyses on claim payouts to ensure policies and procedures are being followed.

Investigate and resolve issues made by external customers.

Create and/or update policies and procedures, as needed, utilizing Microsoft Word.

Interaction with Human Resources representatives to verify employees pay and job status.

Involved with the statewide Open Enrollment benefits process.

Track statewide training using Microsoft Access to ensure compliance with auditors.

INTEGRITY STAFFING SOLUTIONS

J.P. MORGAN CHASE & CO., Newark, DE September 2014 - July 2015

Business Analyst

Managed relationships with external customers by investigating and responding to customer inquiries.

Confirmed and processed clients’ settlement payments daily via email and/or phone calls.

Investigated outstanding settlement payments and reconciled the ledger accordingly.

Complied with Federal regulations by clearing outstanding cash payments received from clients.

CAPITAL ONE FINANCE (Formerly HSBC), Wilmington, DE 1996-2013

Process Manager (September 2012-December 2013)

Managed two retail card portfolios totaling 30 different accounts and facilitated partner interactions.

Fostered partnerships across organizational lines to provide customer contact support, set deliverables, and communicated with stakeholders for overall project management.

As a measure to address portfolio issues, conducted research of portfolio concerns for internal and external customers, of which acknowledgement was received for resolving escalated issues, created, and updated procedures including necessary training documents.

Provided results of the partnership call calibrations to senior management and stakeholders.

Created graphs using Microsoft Excel to show results of call calibration sessions.

Content Manager/Analyst-Business Consultant (January 2008-September 2012)

Completed the review of over 300 policies and procedures to align Bankcard and Retail card portfolios. This involved researching, creating, reviewing, and revising Customer Care and Collection’s policies and procedures.

Evaluated operational procedures and audit findings.

Collaborated with internal auditors and compliance officers to ensure procedures complied with State and local regulatory guidelines.

Assessed industry best practices and analyzed the overall effect of procedural changes on the customer experience.

Communicated new procedure findings to senior management and stakeholders and published policies and procedures internally to the company’s Intranet site.

Quality Assurance –Compliance Unit Manager (July 2001-December 2007)

Managed a staff of 9 - 12 employees in the Quality Assurance unit of the Collection’s department. This included utilizing PeopleSoft for employees’ timekeeping and collaborating with the Human Resources department for employees’ FMLA and disability leave time.

Participated on an interview panel during the company’s Internship hiring process.

Reviewed an average of 100 Quality Representatives’ call monitors a month to ensure representatives were providing accurate scoring of the service calls, and to ensure collectors were adhering to collection laws and company policies and procedures.

Provided training and coaching to the quality staff to improve the overall process of call monitor reviews.

Created and produced training memos to the collection staff of procedural changes, and assisted with larger scale training initiatives for the department.

Communicated compliance issues and outcomes to senior management, made recommendations regarding improving overall departmental quality and compliance, and performed call calibrations with the collection’s management staff.

Recorded and maintained data in the company’s quality system tool (Witness Call Monitoring System), as well as created a Microsoft Access database and Excel spreadsheet to ensure accurate recording of data that was input by the quality staff.

Accomplished a goal of creating an automated quality monitoring form, which improved the process of monitoring scoring.

Degrees & Certifications

Goldey-Beacom College, Wilmington, DE

MBA concentration in Human Resources Management

Graduate Certificate, Strategic Leadership

Bachelor of Science, Financial Management

Continual learning & Development

Coaching for Success

Performance Writing – S.M.A.R.T. (Specific, Measurable, Attainable, Relevant, Timely) Goals

Performance Management

Microsoft Office Suite

Civic Organization development

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