Customer Service Management

La’Shawn Bratton

Looking to Relocate to the Washington Metropolitan Area* Cell: 252-***-**** * *********@*****.***

Objective

I am interested in obtaining a position in Compliance that utilizes my current knowledge, skills, and abilities gained over the last 15 years.

Work Experience

Wells Fargo Dealer Services Winterville, NC

Lead Quality Assurance Analyst April 2013- Present

Lead Quality Assurance Analyst on two reviews (Bankruptcy /Collections/Servicing) and partnering on eight additional reviews

Responsible for training QC Team Members in a virtual environment on test scripts and systems to ensure adherence to QC expectations when reviews “Go Live”

Review programs, processes, documentation and/or files to ensure compliance with internal company requirements and/or agency/government regulations

Identify key processes, risks, and align to applicable policies, procedures, business practices, and controls

Ensure identified issues and/or problems are clearly documented and delivered to appropriate parties for timely resolution

Perform ongoing reviews/tests, generates reports that provide observation/feedback and potential recommendations

Compile and facilitate PowerPoint presentations to LOB Leaders

Present audit findings and supportive data to LOB Leaders and Quality Control Team Members in person or via teleconference

Validate challenges from LOB on reviews conducted and responsible for communicating findings to QC and LOB Leaders

Wells Fargo Dealer Services Winterville, NC

Bankruptcy Specialist III April 2011- April 2013

Assigned to project to update Policy and Procedure Manual which required partnering with various LOB Leaders and provided observation, analysis, and recommendations

Ensured accounts are handled in compliance with Bankruptcy Law, state and federal regulations, and Company guidelines

Reviewed Proof of Claim figures; loans for possible filing of Motion for Relief, and Chapter 13 Plan filed and file an objection if necessary

Responsible for a group of high risk bankrupt accounts and applying the correct corresponding Bankruptcy Code requirements according to the account status within the process

Provided feedback, coaching, monitoring and development to new hires and fellow team members

Resolved Bankruptcy and Collection issues/disputes such as vehicle valuation, voluntary surrender of collateral, Plan valuation, Redemption offers, negotiated Reaffirmation Agreements and Redemption offers within Department guidelines

PNC Bank Forestville, MD

Financial Sales Consultant June2010- April 2011

Assisted management with reports of findings and recommendations to mitigate operational risk

Processed account disputes and filed claims to aid in fraud resolution

Assisted with monthly audits of over short off balance general ledgers, safe deposit, merchant/vault, ATM processing, bonds and coupons, foreign currency and night drop

Completed SAR (Suspicious Activity Reports), to aid in AML/BSA Compliance

Sunshine Care Center Forestville, MD

Administrative Assistant August 2006- June 2010

Administrative duties including answering phones, greeting visitors, sorting mail, faxes, and incoming/outgoing correspondence

Retained official time and attendance documentation using system development Life Cycle with Oracle data base

Prepared memos and monthly updates for customers and employees

Documented financial transactions by entering account information

Coordinated purchasing and travel orders between accounts receivable and accounts payable, approving orders within authorized limits

Chevy Chase Bank Largo, MD

Senior Sales and Service Associate Feb 2005- July 2008

Supervised 8 representatives

Conducted operational and financial audits to evaluate the adequacy, effectiveness and efficiency of internal controls as well as compliance with policies and procedures

Compiled quarterly fraud reports for branch management along with attending quarterly anti fraud prevention meetings; representing Eastern district

Completed monthly audits of SAR (Suspicious Activity Reports), to aid in AML/BSA Compliance

Assisted with new hire training identified training opportunities; provided input to the development of training resources and materials

Oversaw production and performance of Sales and Service Associates and ensured quality customer service was delivered

Accomplishments

Received multiple “Stellar Rewards” in recognition of exceeding the branch’s goals for client referrals

Recognized for superior customer service, professionalism, timeliness and efficiency by customers and peers

Lean Six Sigma Completion Certificate

Skills & Abilities

Intermediate training using Certified Information Systems Security Professional (CISSP) database

Advance training using CRAS+, CICAT,ORR, and RCSA 2013-2015

Yearly training of (CICAT) Centralized Issue and Corrective Action Tracking System

Advance training in BSA/AML risk and compliance, and Fraud deterrence

Excellent communication skills demonstrated through strong verbal and written abilities, client relations; customer service and the skill to produce detailed reports and other documentation.

Experience auditing/monitoring process controls which meet regulatory and compliance requirements

Core Concepts

● CARS/CDRS database system ● AFS, IMS database

● CICAT ● Know Your Customer (KYC) Policy

● Windows 7 ● CISA Systems

● Enterprise Vault/Core banking Software ● Server Enterprise SAP/PeopleSoft

● Microsoft Office suite, Microsoft Access ● BSA Compliance, Money Laundering and Fraud

● CreditRevue ● Universal Workstation ● Advance training using CRAS+, CICAT, ORR, ● Salesforce

RCSA 2013-2015

Education/Training

Institute of Internal Auditors September 2015- Current

Certification in Risk Management Assurance (CRMA)

Axia College, University of Phoenix January 2011- October 2013

Bachelors of Science- in Business Management

3.25 GPA

Wells Fargo Learning Center

Certified Information Systems Auditor (CISA) April 2011 - Renewed Yearly

Completion Certificate

Axia College, University of Phoenix

Associates of Arts- in Criminal Justice July 2009- October 2011

3.00 GPA

Prince George’s Community College August 2005-April 2007

Criminal Justice Certificate

Community involvement/ Volunteer

Sunshine Care Center – 6 month volunteer experience in Adult care/medical facility

University of Phoenix Alumni Association

Eastern NC Volunteer Chapter

Wells Fargo Team member Connection

Wells Fargo Diverse Mentoring Program

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