Analyst Production Manager

Christine King

**** * ******* ******, ********, Utah 84003

801-***-****

**************@*****.***

linkedin.com/in/christine-king-b97281193

Profile

Detail-oriented analyst with versatile skill set and leadership experience. Innovative problem solver with strong research, analytics, and customer service skills.

Experience

Wells Fargo: Escalated Complaints Specialist Feb 2021 – Present Analyze and research customer complaints. Interact positively with customers and respond to their questions and concerns with detailed information using verbal and written communication. Create, organize, and maintain correspondence documents, research records, and spreadsheets. Independently manage and complete assignments in a timely manner while working remotely. Consistently exceed expectations for production and quality. Communicate with team members, management, branch bankers, and other departments. Utilize proprietary software programs to research and resolve customer complaint cases. Adapt to changes in policies and procedures. Spherion: Contractor- Wells Fargo Research and Remediation Analyst Mar 2020 - Feb 2021 Analyzed and researched customer complaints. Interacted positively with customers and responded to their questions and concerns with detailed information using verbal and written communication. Created, organized, and maintained correspondence documents and research records. Independently managed and completed assignments in a timely manner while working remotely. Exceeded expectations for production and quality. Collaborated and worked effectively in a team environment. Communicated with team members, management, branch bankers, and other departments. Utilized proprietary software programs to research and resolve customer complaint cases. Adapted to changes in policies and procedures.

Geomni: Production Analyst, Portal Team Lead, Senior Production Analyst Apr 2014 - Jan 2020 Senior Production Analyst: Managed the Portal Team of 7, and the Special Projects team of 6 analysts. Maintained awareness of team members’ training needs, performance, and morale. Guided them in setting and achieving goals, and in developing knowledge and skill to be productive workers. Assisted the Production Manager in interviews and hiring decisions.

Portal Team Lead: Managed a team of 9 production analysts. Monitored the workflow in the production portal to ensure that tasks were being processed accurately and delivered to customers in a timely manner. Was a resource to the team to answer questions and resolve production issues. Identified and implemented ways to improve workflows, programs, and software to increase efficiency and productivity. Assisted in training new hires. Developed workflow documentation.

Production Analyst: Utilized Geomni’s proprietary software to analyze and adjust 3D models of residential and commercial buildings for accuracy to prepare and send completed data packages to customers for property insurance claim purposes. Tested Xactimate and mass production tool software. Identified and reported software deficiencies and bugs using Jira.

Skills and Attributes

Research and analytics

Customer service

Written and verbal communication

Meticulous and attentive to detail

Reliable and dedicated

Self-motivated and highly productive

Microsoft Office Suite

Keyboarding 55 wpm

Ability to learn new technologies