JESSICA BA

*** ****** ******, ***** *****, NC ***04 · 252-***-****

adeggl@r.postjobfree.com

A management professional with 10 years of experience in account management, client relations, risk and compliance, as well as business banking. A skilled communicator, relationship and services coordinator, who works well as a leader and in teams. Self-motivated, reliable, dedicated.

EXPERIENCE

JUNE 2017 – SEPTEMBER 2019

PROCESS IMPROVEMENT, PNC BANK, NA

SPECIAL PROJECTS TEAM LEADER, IN CHARGE OF MAINTAINING AN ORGANIZED SYSTEM OF

EMPLOYEE AND CUSTOMER CONCERNS/SUGGESTIONS RELATED TO DAILY FUNCTIONS OF INDIVIDUAL ROLES WITHIN THE HOME LENDING DEPARTMENT; ARRANGED AND COMPLETED WEEKLY CONFERENCE CALLS; ACTED AS A LIAISON BETWEEN PROJECT MANAGEMENT AND INTERNAL CUSTOMERS ASSIGNED THROUGH QUEUE MAINTENANCE. PROVIDED TRAINING TO FRONTLINE EMPLOYEES TO IMPLEMENT NEW PROCESSES. COORDINATED SOLUTIONS WITH OTHER QUALITY CONTROL AND PROCESS IMPROVEMENT DEPARTMENTS ACROSS THE BANK.

WORKED CLOSELY WITH EXECUTIVES AND FRONTLINE EMPLOYEES TO NEGOTIATE SOLUTIONS

FOR BUSINESS EFFICIENCY IN COMPLIANCE WITH RISK MANAGEMENT AND OTHER BUSINESS PILLARS; CREATED MULTIPURPOSE SOLUTIONS; CREATED AND DISTRIBUTED MONTHLY NEWSLETTER FOR THE DEPARTMENTS ACROSS HOME LENDING.

FEBRUARY 2014 – JUNE 2017

HOME EQUITY LOAN SPECIALIST, PNC BANK, NA

Supported customers on the frontline with home mortgage applications. Processed time-sensitive home equity information; maintained above-average production metrics under tight deadlines; effectively acted as a liaison with internal and external customers by translating customer requests, while providing customer support and strategic product knowledge and insight; sales support; managed multiple computer queues of up to 70 accounts daily; assisted in complaint resolutions on the front end; assisted in team problem solving meetings and process improvement; coordinated loan closings and notarizations; provided assistance with post-closing processes. Consistently exceeded monthly metrics.

JANUARY 2007 – JANUARY 2010

CUSTOMER SERVICE REP I, PRESCRIPTION SOLUTIONS

Customer service representative; Field inbound and perform outbound calls; completed orders for prescription renewals, new orders and removals; processed health insurance adjudications; provided assistance and customer support with insurance claim questions and coverage inquiries; translated insurance policy jargon to customers effectively; maintained high volumes of queues monthly; performed monthly audits; complied with risk and privacy regulations; completed monthly health insurance regulation testing and certifications;

EDUCATION

AUGUST 2002

ASSOCIATE’S IN ACCOUNTING, CONSOLIDATED SCHOOL OF BUSINESS

At graduation, my accumulated GPA 3.8

AUGUST 2000

HIGH SCHOOL DIPLOMA, JP MCCASKEY HIGH SCHOOL

Graduated with a 4.0 and honors for outstanding Senior Project and volunteer tutoring; Commencement speaker.

SKILLS

•Process Improvement Specialist

•Organization Specialist

•Team Leader

•Team Builder

•Highly Organized

•Typing speed 75 wpm/ 97accurracy Six Sigma Lean Certified

“To the committed mind there is no such thing as failure.”