Operations Supervisor / Management
Resume:
TEENA M JONES
*****.**********@*****.***
Summary of Qualifications: Dedicated to excellence and quality service, desires to employ knowledge of training as well as financial auditing; risk deduction to upgrading operational processes. Highly skilled, competent professional focused on implementing changes where needed. In addition to over ten years of administrative experience with increased responsibility, encompassing, operations, human resources, team building and training development.
CORE COMPETENCIES
Banking Operations – Paying Agency /Securities and Reporting
Operations Management – Coordination of Staffing duties and time management; Employment Recruiting; Policy and Procedure Development; Payroll Analyst; Coaching and Staff development`
Residential Coordinator – Events and programming organizer/Community Based Needs Assessment
Training/Group Facilitation – Public Speaker, Plan and Develop training in accordance with the needs of the team/community
TECHNICAL SKILLS
Certified- CompTia A+ Studied CompTia Network+
Operating Systems / Mainframe-- Windows XP, Windows 2000, Windows 2003 Server AS400 - Sales and Tracking
Software/Tools-- Microsoft Office Applications- Access, Word, Excel, Power Point, Outlook
Banking and Loan Management Systems-Mortgage Service Package-MSP; LP-Lender Processing Services; VendorScape; Genesis Teller; Netonline online Judicial Public Record Viewer; GEM-Database; LIV-Loan Image Viewer; Pacer Public Access to Court Electronic Records; AS400 (Host); GDM; TIBCO; SABER; DTCC Website; Metronet-search
Training & Management Applications: Adobe Connect, Power Point and Zoom Meetings, Microsoft Teams; Workday Human Capital Management; Fieldglass Time Keeping
Team Management/Training and Development
Maximus Federal – Trainer /Supervising Manager 12/2019 – 2/2022
Selected to work on various Government Project assignments which were regional; state and local. Coordinated with Human Resources and Workforce Management as both a Trainer and as a Supervising Manager on four distinct projects. Selected one of six trainers to transition from the Federal Census Project Trainer 12/2019; to transition on to the North Carolina Unemployment Project Trainer II 8/2020. Then moved to position of Supervisor on the Jefferson County Missouri CDC JCCT Project Contact Tracing Team Supervisor 11/2020 finally served on CDC FED COVID 19 VAX 1-800 Vax Hot Line Project Supervising Manager 4/2021.
Assisted with the interviewing and selection process as well as onboarding and transitioning operations staff; trainers and other team members when required on and off projects. project by coordinating with the members of the HR and Workforce Management as well as Payroll teams as well as trouble shooting for technical issues. where in need of coaching opportunities and provided feedback as to how coaching would benefit everyone. As well as prepared documentation for exit interviews and disciplinary actions up to and in including terminations when required.
Worked to develop over 300 Customer Service Representatives in lead roles on various projects. Provided support to fellow team members to ensure effective staffing and quality assurance. Uptrained team members on assisting operations team members to overcome challenges when adhering to standard operating procedures and policy. Approved Time sheets for payroll distribution.
CDC FED COVID 19 VAX Project - Supervisor/ Manager
Responsibilities as managing supervisor maintaining and updating within Workday Human Capital application by validating employee regions; state and local reporting for remote employees. Managed team activities completed daily held 15-minute trainings and huddles ensuring all team members effectively were prepared for rapidly changing CDC requirements.
Supervised/Managed 25–50-member team of CSRs selected to The Superstar Team. Assisted agents with abusive calls. Established an effective one on one empowerment coaching system to help team members overcome red flags.
Developed process which enabled the ability to identify any Red Flags and target Agents in need of additional support. Utilized the SMART process to highlight an agent’s growth and development process. Worked with HR and Workforce management to ensure attendance and project targets were met by agents.
Jefferson County Missouri / JCCT Project – Supervisor
Completed CDC and John Hopkins contact tracing training. Supervisor - 15 members Contact Tracing and Case Investigators. Developed talent by empowering Case Managers to utilize their skills and talents to team members to enable successful outreach services when conducting the CDC and Jefferson County Health Department Covid -19 contact interview.
Completed one on one assessments and team evaluations to identify areas for team education and development. Ensure team conducted thorough interview with individuals who encountered contact with the COVID 19. Provide educational and informative information to households helping to stop the spread of the virus.
North Carolina Unemployment Initiative – Trainer II
Selected by CQA Training Manger to assist on the NCUI project. Worked with fellow trainers to develop job aid for agents and supervisors to utilize after the initial training was completed. Provided training new Communication Interfacing System the Genesys PureCloud to over 200 operations team specialists.
Federal Census Project Trainer
Certified by the United States Census to onboard and train over 300 Operations Staff members and 75 trainers and Quality Assurance team members to work on the 1-800 Census contact center for Jacksonville Florida. Ensured agents; trainers; supervisors and managers were fully equipped to manage incoming and outgoing calls on the 2020 Census Call Center team. One of a small team of trainers which remained in office during the Pandemic thus ensuring project was effective in meeting targeted objectives.
Selected to manage the Jacksonville site Supervisor Training Meetings Project / Training Committee. As project manager coordinated 29 meetings weekly with training team leads, operations management and supervisors as well as workforce management to ensure uptraining on standard operation procedures for all operations and training staff.
Banking and Financial Experience
Default Payment Specialist – short term assignment
Inside Global/Ditech Financial LLC Jacksonville, FL 04/2019- 7/2019
Assist the department with processing payoffs received from third party vendors/ customers etc. via wires or checks. Modify payoff transaction system data while maintaining data integrity and appropriately adjusting the loan record.
Research past loan history and identify necessary adjustments that ensure the payoffs are posting correctly. Review accounts in currently in pre-foreclosure and post foreclosure validate Advance Corporations fees submitted by the legal team which are refunded to the loan.
Oversaw/implement loss mitigation policy to reduce potential loan losses. Review notes and FRU codes for any Loss Mitigation workouts that may halt the proceeding of the foreclosure sale. Ensure fees are posted timely and efficiently. Forward outstanding fees on for loans which have been sold to new servicer.
Deutsche Bank, AG Americas Jacksonville, FL 03/2016 – 01/2019
Payment Operations Specialist
Ensured operations were in line with company and government regulations updated key operating processes and developed working relations within the organization as well as with individual and corporate cliental
Worked to resolve holder/custodian inquiries (i.e., phone, email, written). Researched factors, payments, history of bonds. Processed 30-35 research inquiries on average per month in addition to 55 to 75 phone and email inquiries. Responsible for the review of Loss Mitigation workouts, with focus on verifying the accuracy of the underwriter's review and analysis of our customer's financial ability and property information.
Verified KYC by validating documents (i.e., Letter of Transmittals, Letters of Testamentary, Death Certificates, Trust Agreements, Management Agreements as well as Bonds) before releasing outstanding funds or updating payment instructions. Served on transitional technical team when requested
Organized Team Barbeque Luncheon, volunteered: Breast Cancer Walk, JASMINE HOUSE clean-up; Toast Masters
Education
New Horizons Computer Learning Center -Vocational - Information Resources Management 2010 Certifications -CompTIA A+ CERTIFICATION
Community Technology Assistance Center – Community Board Development Training 1996
University of Pittsburgh -Dual Bachelor's Degree - Urban Studies and Economics 1995
Community College of Allegheny County - Associate Degree - Legal Secretarial Science and General Studies 1990
Job Corps- Vocational/College Training Program 1990
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