Operations Leader Process Improvement & Litigation Support

KHARINA JOHN

Jacksonville, FL • 904-***-**** • *********@*****.***

PROFESSIONAL SUMMARY

Results-driven Business Operations professional with 10+ years of experience in financial services, specializing in process improvement, litigation support, and cross-functional operations. Proven track record of optimizing workflows, resolving complex case issues, and partnering with legal, compliance, and business teams to drive efficiency. Experienced leader with a background in team supervision, escalation management, and continuous process enhancement.

CORE COMPETENCIES

- Business Process Improvement

- Workflow Optimization

- Cross-Functional Collaboration

- Operations Management

- Compliance & Regulatory Adherence (FDCPA)

- Data Analysis & Reporting

- Escalation & Issue Resolution

- Continuous Improvement Initiatives

- Team Leadership & Coaching

- Systems: Salesforce, LexisNexis, Epic Systems, Microsoft Office

PROFESSIONAL EXPERIENCE

Strategic Litigation Specialist TD Bank Group – Jacksonville, FL 01/2022 – Present

- Manage and analyze approximately 30+ complex legal cases per month, ensuring accuracy and timely resolution

- Partner with legal, compliance, and operations teams to streamline case resolution processes

- Identify workflow inefficiencies and recommend process improvements to reduce resolution timelines

- Act as liaison across multiple business units to improve communication and operational alignment

- Contribute to continuous improvement initiatives that enhance case handling accuracy and efficiency

Accounts Payable Associate TD Bank – Jacksonville, FL 06/2020 – 01/2022

- Managed end-to-end invoice reconciliation and payment processing workflows

- Identified and resolved discrepancies, improving accuracy of financial transactions

- Collaborated with vendors and internal stakeholders to optimize payment processes

Debt Specialist IV TD Auto Finance – Jacksonville, FL 04/2019 – 07/2020

- Managed complex insurance claims and loss mitigation processes, including GAP claims

- Performed account reconciliation, chargebacks, and refund processing

- Identified process gaps and recommended improvements to enhance accuracy and efficiency

- Collaborated cross-functionally to resolve discrepancies and improve operational workflows

Customer Service Supervisor TD Bank – Jacksonville, FL 09/2014 – 04/2019

- Led and supported frontline call center agents, providing escalation management and operational guidance

- Managed high-volume customer issues, ensuring timely and effective resolution

- Monitored team performance and coached employees to improve service quality and efficiency

- Supported process improvements to enhance customer experience and reduce repeat issues

Customer Service Agent TD Bank – Jacksonville, FL 08/2013 – 09/2014

- Delivered high-quality customer support with a focus on first-call resolution

Data Entry Clerk Kelly Services – Jacksonville, FL 08/2012 – 01/2013

- Maintained accurate data entry and system updates

Account Representative GC Services – Jacksonville, FL 11/2008 – 05/2012

- Managed customer accounts and negotiated payment arrangements

- Ensured compliance with FDCPA and data privacy regulations

EDUCATION

Medical Assistant Certificate – Concorde Career Institute

Additional Coursework – University of the Virgin Islands

High School Diploma – Wesleyan Academy

CERTIFICATIONS

- Pharmacy Technician (Florida)

- Certified Medical Assistant (NCCT)

TECHNICAL SKILLS

Salesforce • LexisNexis • Epic Systems • Microsoft Office Suite

ADDITIONAL INFORMATION

- Typing Speed: 60 WPM

- Strong organizational, analytical, and multitasking skills

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