Mary A. Judkins

*** *** **** *** 706-***-****

Phenix City, AL 36870 acqt1e@r.postjobfree.com

Customer focused business manager with over 14 years of experience with the ability to manage projects and drive a Call Center forward and add value to its operations. I am very experienced in successfully managing, mentoring, coaching and leading teams. I am looking for a suitable managerial position with a company that strives to make its employees feel like a part of a family.

Key Strengths

Project Management

Process Improvement

Workforce Management

Lean Initiative Training

Setting and achieving Benchmarks/KPI’s

Building a Knowledge Base

Compensation/Payroll

Employee Relations

Hiring and Retention

Personnel Records Management

Regulatory Compliance

Training and Development

PROFESSIONAL EXPERIENCE

Service Desk Manager/Loan Operations Manager

2008- Feb 2014

SYNOVUS FINANCIAL, Columbus, GA

Directly managed a team of 25-30 process, quality, and technical analyst to communicate expectations, ensure department performance, outcomes, and drive support of strategies tied to outstanding customer service through adherence to quality standards and performance metrics.

Oversaw operating systems, policies and procedures, operating structure, and information flow across multiple lines of businesses.

Executed strategic and operational plans in support of business segment customer services objectives and initiatives.

Acted as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.

Knowledgeable of standardized project management methodologies; gathered and tested data, supported project manager and teams; and maintained project calendar and provided updates to the project manager.

Set business area priorities, allocated resources, developed plans for multiple related teams; ensured all critical service metrics and operational results were achieved.

Reduced negative impact on business by executing Incident, Request, and Access Management tools.

Developed an organization that attracted, selected, and retained high caliber, diverse talent able to successfully achieve or exceed business goals; build a cohesive team that works well together and across other business segment functions.

Improved customer service by increased accessibility through a single operational point of contact and a proactive approach to service provisioning.

Led and built high performance teams across units by providing leadership, mentoring and coaching in achieving understanding of the voice of the customer.

Analyzed operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions.

Effectively managed to budget, analyzed and acted upon financial variances from plan by identifying additional cost saving strategies.

Loan Operations Supervisor

Jan 2005- Dec 2007

SYNOVUS FINANCIAL, Columbus, GA

Managed 15 loan operation specialists and call center analysts.

Ensured all associates were well versed in loan operations and call center processes and procedures.

Managed all facets of loan and deposit operations, commercial and consumer banking and business loan processing which included origination, processing, closing and servicing.

Responsible for the review of commercial and consumer loan documentation in a post closing environment.

Worked with bank team members to resolve problems, manage change, enhance system efficiency and instruct team members and/or customers on proper procedures.

Established priorities and scheduled daily work assignments to ensure processing and completion of requests met established goals.

Wrote, formalized and updated loan operations procedures and training manuals.

Worked closely with the operational departments on loan modifications, rejects, renewals, restructures and out of balances.

Ensured quality service and operational performance was within the parameters of program and delivery standards.

Developed and implemented training programs which minimized losses and customer impacts.

Extracted reports from database and prepared reporting packages for management.

Created and administered corrective action plans and annual performance reviews.

Supported and coached team members to achieve performance standards and maximize their skills.

Loan Application Specialist, Sr.

Jan 2000- Dec 2004

SYNOVUS FINANCIAL, Columbus, GA

Led daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.

Provided customer service support primarily to internal customers; performed file research and review to provide answers to customer inquiries or directed questions to the appropriate team member or department for response.

Reviewed loan documents to ensure documentation was approved and in compliance with regulations and company policy; maintained knowledge of current lending policies, procedures and regulations.

Ensured all required transactions, (payments, deposits, advances, extensions, charge offs, non accruals) were processed in a timely manner through the entire workflow process, both manual and system generated; monitored processes, identified, reviewed and resolved all delays, rejects, overrides or past due transactions.

Problem solved; researched issues, handled complex customer/team member questions or issues, made timely decisions related to workflow and/or procedures.

Human Resources Specialist (NF-3)/ACCOUNTING Technician-Billeting Office

Jul 1996-Sept 1999

NON APPROPRIATED FUNDS (NAF), Ft. Wainwright, AK

Provided human resources functional leadership and management of all human resources activities which included the development and oversight of programs and initiatives in the areas of recruiting, compensation, benefits, staffing, leadership & employee development, performance management, and employee relations.

Counseled Managers through challenging performance management situations.

Managed the administration of compensation for employees including the processing, recording and reporting of compensation-related actions taken.

Assisted and coached managers regarding employee relations, interviewing and selection, performance management and employee development.

Advised and counseled organizational leaders and managers to optimize employee engagement, team development, and organization effectiveness.

Provides guidance and assistance to all locations on various employee compensation and benefit plans

Evaluated resumes for job-related criteria to determined eligibility; ensured minimum qualifications were met and referred candidates for consideration.

Responded to customer inquiries on such matters as procedures for filing resumes, complaints, status of recruitment announcements, kinds of vacancies in the organization serviced and hiring procedures.

Arranged physical examinations, conducted fingerprinting, verified references, made job offers and processing pre-appointment security checks.

Entered new hire information and tracked personnel actions in the HRIS database.

Ensured that EEO reporting functions were up-to-date and in compliance with federal regulations and provided information/training on these processes and procedures.

Manages the administration of direct compensation ( hourly, exempt and nonexempt cash compensation programs) for employees including the processing, recording and reporting of compensation-related actions taken.

Maintained budget and verified financial reports.

Identified discrepancies and posted disbursements to proper accounts and activity codes.

Prepared daily activity reports.

Received and processed invoices for purchase orders, agreements, contracts and capital purchases.

Compiled accounts receivable listings each month and verified accuracy of all billings and payments.

EDUCATION/CAREER DEVELOPMENT

Bachelor Degree in Arts, Sociology and Communications

University of Louisville, Louisville, KY. 1988

Associates of Arts

St. Catherine JR College, Springfield, KY. 1984

CERTIFICATIONS

HDI Support Center Manager Certification

TECHNOLOGY

MS Office: Word, Excel, PowerPoint Metavante 3270 IBS Insight Loan Origination System (LOS) Outlook Intranet Applications Check Imaging Synergy LWB (Lenders Workbench) Service Now Interactive Intelligence (I3) GroupWise E-Time Business Objects Peoplesoft

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