Leader
Resume:
**** ****** ****** *****, ****, TX *****
*************@*****.***
Ralicia M. Leapheart
Quality Assurance/ HR Management/Project Management
Education
Master of Arts, Human Resources 2008
Webster University, Kansas City, MO
Bachelor of Science, Sociology
2002
Missouri State University
Springfield, MO
Core Competencies
Human Resources Management
Training, Mentoring and Coaching
Recruitment and Retention
Candidate Sourcing and Selection
Customer Relationship Management
Project Management
Professional Development
Data Analytics and Reporting
Regulatory Compliance
Performance Review Management
Employee Relations
Assessment and Evaluation
Process Improvement
Teamwork and Collaboration
Career Highlights
Reduced customer complaints by over 30%
Increased Employee Retention by 67% and decreased EEOC complaints by over 50%
Maintained A+ BBB rating by providing effective response and solution to complaints
Professional Affiliations
BSA and Fraud, Pioneer Services
(Collections Liaison, 2017 – Present)
Complaint and Insight, Pioneer Services (Collections Liaison 2016 – 2018)
Corporate Challenge, Pioneer Services
(Committee Chair, 2015 – 2017)
Employee Assistance Funds, U.S. Bank, Overland Park Site (Committee Chair, 2012 -2013)
Community Organization, Chrysler Financial Community Relations (Committee Rep 2005 -2009)
Delta Sigma Theta Sorority, Inc. Rho Beta Chapter, Springfield, MO (Chapter President 2001 - 2002)
Professional Profile
Accomplished HR and management professional with over 10 years of progressively responsible experience in providing leadership and development in the financial services industry. Adept in all human resources functions to ensure positive internal and external customer relationships as well as compliance, internal and external auditing. Communicates and collaborates effectively with all levels of personnel by relying on excellent interpersonal skills, outstanding engagement capabilities with a solid proficiency in conflict resolution strategies, employee retention, negotiation, and training.
Relevant Experience
Commerce Bank Kansas City, MO
Operations Regulatory and Risk Management 09/2019 – Present
Review and interpret new and pending laws and regulations that potentially affect the business operations
Establish procedures, recommends changes to internal policies while being accountable for direct reports results
Provide operational direction to the department in accordance with established systems and procedures
Assist banks internal audit department by ensuring all banking controls are followed
Pioneer Services (Div. of MidCountry Bank) Kansas City, MO
HR Generalist 06/2015-09/2019
Responsible for assisting the HR department with reviews and investigations in an effective and efficient manner through ongoing monitoring, escalating negative trends and facilitating continuous reviews of applicable laws
Maintained relationships internally and externally to ensure staffing goals were met
Implemented and revised the company’s monthly incentive program
Developed and presented new hire and quarterly training for the collections department
Developed and updated job descriptions and specifications
Implemented performance management process and performance improvement plans
Assisted with cultural transformation of Awards and Recognition program
Lowered new employee turnover by over 20%
Assessed work standards and company handbook to develop recommendations to reduce risk
Worked with Executive leadership to implement action and alleviate risk
Extensive HR project management and process implementation
Pioneer Services (Div. of MidCountry Bank) Kansas City, MO
Quality Assurance/Control Manager 06/2014 - 09/2019
GRC - Responsible for managing and assisting the compliance department with reviews and investigations in an effective and efficient manner through ongoing monitoring, escalating negative trends and facilitating continuous reviews of applicable standard operating procedures
Monitored identified areas such as production, exception validation, system performance, suspicious activity and fraud to ensure compliance with SOPs
Assigned project manager once remediation items are discovered for the company
Provided insight on causes of risk indicators outside of tolerance levels
Developed recommendations for controls to mitigate identified risks
Assessed SOPs and guidelines making recommendations to reduce risk
Worked with applicable leadership to negotiate action and alleviate risk
Developed SOPs for fraud prevention and customer authentication
Managed 3rd Party vendors and litigation agency
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