Executive Assistant Manager

Gwen Butler

Wilmington, DE ***** 302-***-****

*************@*****.***

Operations Manager

Improve Processes Ensure Regulatory Adherence Enhance Due Diligence

Customer-centric relationship builder, leveraging diverse and well-rounded banking experience to research and deliver high-quality solutions to client issues. Utilize holistic approach to problem solving and conflict resolution. Known for excellent written and verbal communication skills and dedication. Conduct comprehensive routine audits and provide sound recommendations, determining organizational adherence. Partner with executive teams, managing day-to-day operations in deadline-driven environment.

Expertise in:

Organizational Management Strategy & Implementation Complaints Management

International Relations Project Management

Professional Experience

BARCLAYS CAPITAL, Newark, DE

Know Your Customer (KYC) Analyst 2015 - 2018

Used various resources to confirm account information and recognized potential risk of new and existing customers. Analyzed existing policies to ensure compliance and make suggestions for process improvements.

Identified numerous inefficiencies and errors in evidence file processing; championed efforts to move evidence file creation from New York to Delaware office, resulting in 50%+ decrease in evidence file errors department wide.

Outperformed goal quality; supported Quality team with urgent remediations to avoid regulatory repercussions.

Developed and implemented training aides and forums, educating and improving production goals in evidence file creation and KYC refresh process.

BARCLAYCARD US, Wilmington, DE

Customer Experience Manager 2013 – 2015

Collaborated heavily with Partnership, Operations, and Office of the President to drive process improvement, reduce customer complaints, and provide feedback to key stakeholders. Owned compilation and distribution of Transactional Net Promoter Scorecard (TNPS) scorecard and Daily Colleague Listening Program.

Increased participant engagement by improving and driving efficiency for listening program (i.e. enhanced graphics, allowed “click and play” which allowed users to listen to daily calls via mobile phones).

Coordinated launch of V.O.I.C.E. blog which provided feedback and Q&A forum for listeners of Daily Listening Program. Identified process breaks, reduced complaints, and improved customer experience.

Launched and maintained Customer Experience intranet page which gave visibility into metrics and achievements of Customer Experience team, ensuring key stakeholders ability to review partner-specific complaint data in real time with minimal delays.

Co-managed Magic Moments and Customer Excellence Programs which highlighted and rewarded individual colleague achievements while drawing awareness to Customer Experience brand.

Gwen Butler *************@*****.*** Page Two

BARCLAYCARD US (Continued)

Executive Assistant to Chief Executive Officer 2012 - 2013

Provided administrative support to CEO and 12 direct reports while coordinating with staff to ensure seamless and timely implementation of key meetings, travel, and meetings Barclays Leadership team and counterparts in UK, New York, Germany, and South Africa.

Reduced travel expenses by identifying additional vendors and participating in rewards programs.

Certified seamless transition during move to new assignment by authoring document to assist in new-hire training for all executive administrative assistants and providing policies and procedures at a glance.

Executive Assistant to Global Chief Operating Officer Process Control Assistant 2011 - 2012

Provided administrative support to GCOO strategy and analysis director in addition to 5 US reports, and 13 UK reports. Managed daily calendar needs, team building events, and arrangements for weekly and monthly ex-co meetings. Provided operational support to president of process control.

Improved morale and working relationships while operating under budget through on-site and off-site team-building events.

Performed audit for Soldiers and Sailors Civil Relief Act which identified 100+ accounts where proper regulatory controls had not been attributed correctly.

Co-authored Collections Compliance Matrix document, state-by-state breakdown highlighting various call issues and rules, ensuring Barclay’s compliance with Telephone Consumer Protection Act (TCPA) and eventually leading to overall reduction of telephone violation complaints.

Senior Account Manager (Collections) 2006 - 2011

Provided inbound and outbound support for accounts in various stages of delinquency (30 to 180+ days). Supported management through customer escalations and quality reviews for individual collectors. Oversaw handling of written customer complaints and agent-logged complaints.

Established close-the-loop process which provided end-to-end transparency with respect to complaint reporting on individual level; led to more accurate agent-level reporting.

Reduced written complaints 12% by identifying numerous inefficiencies in complaint handling.

Co-authored and instituted zero-tolerance policy which provided education for collectors and accountability for bank for egregious violations in customer service.

Selected as trainer and assistant manager for UK “Project Uplift”, allowing test group of staff to collect on delinquent accounts across UK and providing additional staff sourcing capabilities.

Education

Bachelor of Science (BA), Organizational Management, Wilmington, DE, presently enrolled

Professional Development

Certification, Six Sigma Green Belt, Villanova University, Villanova, PA

Certification, Microsoft Word, Access, and Excel, Delaware Technical & Community College, Stanton, DE

Associations

Member, Association of Certified Anti-Money Laundering Specialists (ACAMS)

Contact this candidate