Customer Service Quality Assurance

Lisa Brooks

Odessa, TX ***** 432-***-**** **************@*****.***

PROFESSIONAL

SUMMARY

A position of substantial challenge and responsibility with stable organization utilizing background, experience, while offering advancement opportunities based on merits, motivation, and initiative. PROFESSIONAL SUMMARY: Very adaptive person and work well in a fast-paced work environment. Knowledge in all aspects of customer service, collections, and lending, account payables and receivables balancing GL accounts. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. SKILLS

• Leadership Skills

• Organizational Skills

• Adaptability

• Problem solving

• Grasp new concepts efficiently

• Exceptional Customer Service

• Operations Oversight

• Cost Control

• Quality Assurance

• Business Management

• Performance Analysis

• Customer Retention

• Department Oversight

• Employee Development

• Customer Service Management

• Recruitment and Hiring

• Schedule Management

• Employee Relations

• Delegation

• Recruitment

• Employee Reviews

• Hiring and Onboarding

• Desktops, Laptops, and Mobile

Devices

• Strategic Planning

• Process Improvements

• Payroll Administration and

Timekeeping

• Verbal and Written Communication

• Performance Evaluation and

Monitoring

• Policy Development and

Enforcement

• Budget Control

• Employee Training and

Development

WORK HISTORY

DIRECTOR OF OPERATIONS 09/2014 to 09/2023

West Texas Credit Union Odessa, TX

• Responsible for day-to-day operations

• Directly supervised 5 employees and indirectly 12 employees

• Lending & Collections:

• Directed and coordinated broad range of activities towards achieving credit union's objective in accordance with policies established

• Train staff on sales techniques for loans and additional products

• Set goals for production of loans financed and products sold

• Trained all staff on new products, processes, and procedures

• Helped implement incentive program

• Reviewed current products to negotiate better pricing

• Monitored loan rates in accordance with CU's ALM policy

• Served as ALCO committee

• Did loan audits, policies as well as draft payables, title work and funding

• Did Home Equity loans

• Reviewed and approved monthly incentives for loan officers

• Collections:

• Collected on delinquent loans, checking accounts and credit cards

• Used skip tracing and other techniques to locate debtors

• Sent collateral loans out for repossession and followed through complying with all regulations to collect on all debts

• Managed all disability, credit life, and GAP claims

• Set up drafts and processed immediate payments

• Kept delinquency ratio below 1% and often time below .50%

• Wrote policy and procedures for collection department.

• Prepared collection spread sheets to show charged off accounts to present to board.

• Ensured organization followed compliance with all regulations with primary responsibility for identifying and communicating deposit related compliance requirements.

• Filled in during absence of branch manager.

• Audit new account files.

• Did weekly training for all MSR reps and tellers.

• Overseen audits for all branches for cash drawers.

• Did weekly scheduling, approved time for payroll.

• Proceeded CTR's and SARs did OFAC reporting.

• Trained new hires for Member Service Role.

• Developed policies and procedures for member services.

• Assisted in all NCUA exams and required Audits

• Oversaw accounts receivables and payables practices.

• Completed staff yearly evaluations.

• Managed all onboarding of newly hired staff, background checks, set up drug testing, processed all new account paperwork, set up insurance, set them up in payroll system.

• Kept track of time, 401K, approved time off.

• Sit in all reviews and disciplined write ups of staff.

• Managed unemployment present to CU by Texas Work Force Commission.

• Interim CEO.

• Directed all areas of credit union through effective leadership.

• Monitored financial statements, balance sheets, operations budgets.

• Evaluated and reorganized departments to ensure efficiency and high productivity levels.

• Worked directly with Board of Directors monthly to report on standing of credit union in monthly board meetings.

• Was successful in cutting expenses that was required in exam.

• Worked closely with examiners, and auditors on all exams and audits.

• Oversaw day-to-day production activities in accordance with business objectives.

• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.

• Developed systems and procedures to improve operational quality and team efficiency.

• Collaborated with senior management to develop and execute long-term corporate goals and objectives.

• Achieved team goals through formalized training plans, coaching, and performance management.

• Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.

• Mentored and coached team members to foster productive and engaging work environment.

• Established and monitored quality assurance standards to achieve operational excellence.

• Defined, implemented, and revised operational policies and guidelines.

• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Interacted well with customers to build connections and nurture relationships.

• Trained and guided team members to maintain high productivity and performance metrics.

• Assisted in recruiting, hiring and training of team members.

• Trained new employees on proper protocols and customer service standards.

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Mitigated business risks by working closely with staff members and assessing performance.

• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Scheduled employees for shifts, taking into account customer traffic and employee strengths.

• Monitored daily cash discrepancies, inventory shrinkage and drive-off.

• Reported issues to higher management with great detail.

• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

• Negotiated price and service with customers and vendors to decrease expenses and increase profit.

DIRECTOR OF OPERATIONS 06/2004 to 02/2014

SOUTHWEST 66 CREDIT UNION Odessa, TX

• Responsible for daily operations of each department, lending, teller, and member service areas.

• Directly supervise 5 employees and indirectly supervised 15-20 employees.

• Scheduling work schedule making sure each branch always had proper staffing.

• Order cash Fed shipments.

• Conducted Branch Audits of vaults and Teller Drawers to ensure compliance with Federal Regulations.

• Responsible for overall lending department.

• Implemented and tracked incentive program

• Processed title work to add liens.

• Have NMLS number to take, underwrite home equity loans.

• Audit of all lending files making sure loan were in policy and guidelines.

• Trained personnel on New Products, Compliance Policies and Procedures.

• Processed Fraud and Dispute debit and credit card claims.

• Balance General Ledger Accounts.

• Developed training curriculum for staff.

• Authored Policies and Procedures for staff.

• Managed member's complaints and issues.

• Did onboarding/recruitment of inexperienced staff, employee orientation, development, and training

• Regulatory compliance related to personnel, setting up pay and benefits, passwords, email, and 90-day reviews.

• Did time exceptions bi-weekly for payroll.

• Ensured that all personnel records were kept current and confidential.

• Provided full range of administrative assistants and working closely to CEO.

• Scheduling meetings, sorting mail, screening calls, loading board packets.

• Policy and Procedures reviewing.

• Assisted in hiring, interviews of staff, responsible for setting up drug testing, Background checks as well as checking for bond ability.

• Helped with yearly Evaluations.

• Participated in yearly Strategic planning, such as project management.

• Worked with CEO closely on bringing on new vendors, and products. EDUCATION

Associate of Applied Science Business management 05/2001 Odessa College, Odessa, TX

High School Diploma

Permian High School, Odessa, TX

. Over 15 years management experience

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