Business Analyst

DARCY PACE

**** ***** **. ********, ** ***** 614-***-**** *.********@*****.***

COMPETENCIES/SKILLS SET

Team Builder/Individual Development/Client Delivery/System and Policy Change Management/Call Center Operations/Training & Development/Engagement & Recognition/Bank Service and Online Banking Expertise/Information Technology/Results Driven/Community Advocacy/Collaborator/Detail Oriented

ACCOMPLISHMENTS

2020 Market All Star-Companywide award for outstanding performance

2019 Ace Award-Companywide award Leadership, Performance, Attitude, Team Mindset and Engagement

2018 Market All Star-Companywide award for outstanding performance

2008 - 2018 Top Performer award for individual performance expectations at a Divisional level

Nominated to be Employee Engagement leader for new hire department ensuring engagement programs executed

Grow Up Great Advocate championing early childhood development

PROFESSIONAL EXPERIENCE

BUSINESS ANYALST-TECH PNC BANK-Columbus, OH 2019-PRESENT

Change advocate creating and improving technology systems and procedures

Assisted PNC Virtual Employees with resolving day to day system issues

Create and updated knowledge guides to help employees self-resolve system issues

Support employees in a one-on-one capacity to resolve day to day technology issues. Ensure call handling expectations met

Resolve outstanding escalated tech tickets

NEW HIRE CUSTOMER CARE COACH 2008-2018

Led training and development for new employees working in customer service banking positions including policies & procedures, systems, attendance, bank goals, and core value alignment; averaging 20 individuals per class; managing 3-4 classes simultaneously per quarter

Onboard all customer care new hires, averaging 40 individuals per month with system set up and updates

Served on talent acquisition team. Interviewed and selected candidates for service positions within bank

Resolved escalated calls on escalation lines from associates for customers

Managed incoming call queue for new hires averaging between 500 – 650 call per day ensuring that quality and compliance metrics achieved

Acted as SME for online banking support expertise for customer and employee questions

Created and implemented new hire training and curriculum

Built team engagement through recognition and award programs

Owned team meetings and daily individual coaching sessions with team members

Ensured new team members understand and adhere to bank and governmental compliance standards

Exceeded all individual performance metrics for all 5 key performance expectations

EDUCATION

Real Estate Curriculum-Columbus State Community College, Columbus, OH 2012

Dental Hygiene Major-Johnson C. Smith University, Charlotte, NC 2008

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