Process Improvement Customer Service

Darius Dennison Analysis

*.*.********@*****.*** 412-***-****

Accomplished, results-driven in Banking. Concentrating on Loan closings and the maintaining of previously processed loans. Work experience has led me to be proficient in business analysis while also gaining progressive and diversified experience in operations, contract administration, and process improvement. Proven ability to help develop process maps, conduct research and analysis as part of planning and implementing projects that help operational improvements. Also have experience working with consumers and making their experience seamless while getting them to the finish line in a timely fashion. Able to work on many different projects at once taking them all to the finish line. Able to work in a deadline based structure and achieve said goals. Organized and diligent, with excellent written, oral, and interpersonal communication skills.

Areas of Expertise include:

(e)Procurement

(Agile) Project Management

Process Improvement

Category Management

Contract Management

Business Process Reengineering

System Integration/Configuration

Business Analytics

Professional Experience

JLL Technologies • Pittsburgh, PA •September 2024 to Present

Customer Service Representative

This is a contract position working with Wells Fargo. Duties are building the communication bridge between Wells Fargo branches and venders who services their needs. Staying in contact with vendors making sure all tasks are completed in a timely manner. Also check with the branches to make sure work is done correctly. Lastly, we help facility in each invoice being sent in and accepted for each vender to be compensated.

Dedicated Nursing Associates • Delmont, PA • January 2024 to September 2024

Payroll and Billing Specialist

This position consists of collecting, organizing, and arching weekly timecards. Accurately submitting payroll. Working with employees to manage any discrepancies. Also building, organizing, and sending weekly invoices, while accurately keeping records in QuickBooks.

Dominion Financial Services LLC • Baltimore, MD • January 2021 to May 2023

Loan Closing Analyst

As a Loan Closing Analyst with Dominion Financial Services LLC, it was the job of analyzing documents sent over the customer. Work with leadership to foster an operational system that would help facilitate a more fluid program for the consumer. Partnered with different title companies to create timelines for each consumer’s loan to be closed. Facilitated the process of moving the consumer through the process from beginning to receiving funds from loan. Organized documents and analyzed data to be sure all relevant information had been received. Communicate with all parties to make sure all goals were met.

Key Accomplishments:

Helped increase the loan completions in 2021 and help have a record year for the company.

PNC Bank • Pittsburgh, PA • January 2017 to September 2020

Loan Coordinator

As a Loan Closing (MLO) Analyst with PNC Bank it was the job to compile all documents from the consumers while organizing data to make sure all information received was current and appropriate for each loan. Facilitated the process of moving the consumer through the process from beginning to receiving funds from loan. Was a part of projects that led to changing the procedure and usage of the company’s work engine to create a more effective process. Connect with consumers to relieve any and all concerns and questions they had during and after process.

Key Accomplishments:

First to practice in new system to get bugs out, in which the entire department began to use.

UPMC (Community Care Behavioral Health) • Pittsburgh, PA • October 2015 to November 2016

Customer Service Representative

Maintains comprehensive understanding of member benefits, covered benefits, limitations, exclusions, policies and procedures, computer screens and code definitions, and maintains current awareness of plan changes and developments. Works with providers to enter and maintain authorizations. Aids members, providers, prospective members, and others, both internal and external, with information concerning benefits, coverage, procedures, etc. Serves as the single point of contact for new enrollees. Provides information regarding Community Care operations and answers any questions. Responds to member inquiries and describes member rights and responsibilities. Collects information from members concerning problems with accessing services and/or benefits and uses that information to recommend modifications to plan policies and procedures to improve the service to members. Makes recommendations for community activities that are needed and/or desired. Enter authorizations under direction of care management staff. Provides members with updated information, changes to the network, benefit plans or procedures. Assists members in the identification of providers and/or other community resources.

Key Accomplishments:

Gave great customer service help decrease suicide among consumer’s in crisis by 15%

Able to get connect consumers with correct facilities to get the help they needed.

The Center That Cares • Pittsburgh, PA • May 2014 to October 2015

Staff Member

The Center That Cares is a child mentoring program that has an afterschool program as well as a summer camp program. My job is to help students with their homework, as well as have conversations which help them develop their maturity level. I also help make schedules for the program, along with creating data charts tracking the students’ progress in Microsoft Excel.

Key Accomplishments:

Had a plan in helping the program move building from the old to new state of art building.

Helped in writing grant proposals and other need proposals.

Helped plan youth activities.

Still volunteer time in the present whenever I have time.

Bachelor of Arts, History, 2013

Indiana University of Pennsylvania • Indiana, PA

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