GTE Financial

The Business Systems Analyst is responsible for the application and technical support, including leveraging the functionality of the application(s), management of the vendor relationship, maintaining a professional working relationship with the end users of the applications, serving as the highest level of troubleshooting expertise and technical competency for GTE. This person will be a self-motivated individual, display leadership, and be forward-thinking, capable of operating at the strategic and tactical levels.

Business Analyst

Bank of America

Manages a team of 15 to 20 fraud associates which may include associates in multiple locations. Manages multiple Fraud operations functions. May manage functions across multiple products and segments including Credit Card, Business Lending, ecommerce and Deposits. Responsible for associates that decision complex risk transactions with medium to large monetary impact and customer impact. Responsible for day-to-day supervision and coaching and development of direct employees. Manager will also have additional project responsibilities (exp: Loss Management Team Participation, customer/associate working groups, etc.) for division/site wide projects. Requires in-depth knowledge of policies and procedures, proficient judgment and analytical skills, and excellent communication skills. Typically has 2-4 years previous supervisory and Fraud experience.
• Manage a mid-size (15 -20) fraud detection team of analysts involved in day-to-day fraud mitigation activities.
• Assists with supporting front line associates with day to day operations and readiness.
• Utilizes existing call center technology to meet business & customer/associate satisfaction goals.
• Includes all hiring, developing, coaching and disciplinary actions necessary.
• Manages inbound & outbound calling strategies to maximize efficiency & effectiveness.
• Responsible for meeting all performance targets while mitigating fraud losses. Demonstrates leadership within division & responsible for fraud analyst development.
• Establishes & maintains management & performance controls to highlight problems, maximize performance, contain costs, & develop process improvements.
• Drives change and support on going initiatives in the space; ability to communicate change to the associates.

AVP, Senior Client Services Team Manager

Drive performance continuous improvement and effectiveness for Consumer, Small Business, GWIM, Home Loans, Collections and other partners using Bank of America Chat / Omni Channel Platforms.  Through performance analysis, analytics, partner input and vendor capabilities, this position will deliver on projects to enhance and improve the newly installed Chat / Omni Channel Platform. Ability to translate business plans/policies and strategies into specific goals, action plans and requirements. Analysis of present-state, predicting change impact, and implementation. Determination of which aspects of change are critical to quality and balanced with which can be facilitated through multiple partner organizations. Prioritization with stakeholders and support teams to identify investigate and resolve challenges. 

Required Skills:
 
•1-2 years of management/leadership experience (or equivalent) in the contact center environment
•Demonstrated Knowledge / Experience with: Contact Center and Digital technology solutions.
•Ability to lead through Coaching, Indirect Influencing, Translating ideas into actions.
•Strong organization, written and verbal communication and facilitation skills
•Highly efficient with the ability to juggle multiple high priority activities concurrently
•Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service

Desired Skills:
 
•Strong analytical and problem-solving abilities
•Quick adaptation and interest to new technologies, methodologies, and systems
•Prioritization with stakeholders and support teams to identify, investigate and resolve recurring challenges
•Independent self-starter, highly organized, with a proactive approach to the role
•Experience interacting with multiple levels of associates and leadership
•Ability to improve performance related to agent and customer experience

AVP, Operations Project Consultant

Serve as Subject Matter Expert for anything related to Advanced Center and Everyday Bankers.
● Develop strong relationships with all strategy partners having direct impact on Advanced Centers and Everyday Bankers.
● Drive service, treatment / Brand Commitments & service to solutions performance improvements in the contact centers via inspection (in-person and analytics), coaching, leader development and action planning in partnership with ACS leadership.
● Ensure readiness, adoption and proficiency of LOB/Product/Channel directives and initiatives via communications, training and coaching.
● Define and execute differentiated treatment tactics to build industry-leading treatment experience.
● Create strong adoption of video to video referral transfers to Merrill Edge, Home Loans, and Small Business experts.
● Evaluate and manage the performance of highly skilled associates, ensuring superior treatment, needs assessment, and solutions recommendations to existing, typically savvy banking clients.
● Ability to demonstrate strong business acumen and identify opportunities to meet business goals as well as client needs.
● Evaluate and manage the performance of highly skilled associates, ensuring superior treatment, needs assessment, and solutions recommendations to existing, typically savvy banking clients.
● Demonstrate strong business knowledge of opportunities for clients to expand business through integration with One Team specialist network and create connections with team to facilitate.
● Proactively look for opportunities to improve Specialized Sales business model, through operational, process, or campaign means and work with leadership team to develop and implement solutions.
● Meet all business and compliance deadlines to ensure proper controls are maintained.
● Ability to effectively multi-task responsibilities simultaneously.
● Trainer for all Everyday Bankers for both Fort Worth site and Jacksonville site.

Senior Video Client Services Specialist Team Manager (Remote Video)

Advanced Center Remote Video Services for our New Advanced Center's, providing guidance on servicing and relationship deepening conversations for consumer and business clients and prospects. Aligning client and prospect needs to appropriate financial solutions.

Senior Video Client Services Specialist

Remote Video Services providing guidance to Small Business Banking clients and prospects via teleconferencing services at partnering Financial Centers. Assessing needs and aligning appropriate solutions for small business. Operates out of a centralized sales environment and is primarily responsible for providing business and financial products and services to Small Business customers. Identify and address cross-sell opportunities. Serve as resident expert for Small Business products, services, and strategies through the video channel. Through the partnering of Financial Centers via video conferencing technologies and the handling of referrals, this role is to acquire and deepen Small Business customer relationships with a focus on client delight and retention. Perform tasks such as opening deposit accounts; handling credit, treasury, and payroll referrals from the banking centers; etc. Team with sales and support partners across the enterprise.

Small Business Banker - Remote Video Specialist

Remote Video Services for our Virtual Financial Center's providing guidance on servicing and relationship deepening conversations for consumer and business clients and prospects. Aligning client and prospect needs to appropriate financial solutions.

Virtual Ambassador and Everyday Banker

Inbound Sales calls providing guidance to Small Business Banking clients and prospects via call center setting. Assessing needs and aligning appropriate solutions for small business. Operates out of a centralized phone based sales environment and is primarily responsible for providing business and financial products and services to Small Business customers. Identify and address cross-sell opportunities. Serve as resident expert for Small Business products, services, and strategies through the telephone channel. Through inbound calls and the handling of referrals, this role is to acquire and deepen Small Business customer relationships with a focus on client delight and retention. Perform tasks such as opening deposit accounts; handling credit, treasury, and payroll referrals from the banking centers; etc. Team with sales and support partners across the enterprise.

Small Business Banker - Inbound Sales

The Director of Patient Experience serves as the stakeholder champion for setting the service culture for the organization to improvement of satisfaction results across all customer groups in the Medical Center. The Stakeholder champion manages data sets and reports related to customer satisfaction. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer satisfaction and related projects, to include training all hospital department staff on Patient and Family Communication. Responsible for planning, organizing, coordinating and directing all functions of the department(s) in order to meet the stated mission, vision and values. It is expected that the Director will effectively operate the department, continue the improvement of the department's processes and outcomes, comply with hospital and corporate policy and procedures, efficiently manage finances and resources, promote teamwork and customer satisfaction, and integrate the department services into the organization's overall plan for the delivery of care and service.

Patient Experience Director

Cadence Bank, N.A.

Assessed client’s financial situations to develop strategic financial planning solutions. Researched and created pre-call plans for branch assigned business clients, as well as prospects. Participated in outside community events or organizations to create centers of influence, while branding and marketing the mission of the corporation. Outside prospecting of new business consisted of a minimum of 50% of time away from the branch. Analyzed data, both performance and client experience and prepared cost center specific reporting to relay to the Retail Executive to report the progress of the cost center to Senior Level Management. Developed business plans to achieve branch goals and service excellence measures. Effectively and consistently communicated, educated and coached direct employees on a daily basis. Partnered with other Lines of Business to achieve appropriate recommendations for client needs. Performed HR functions, to include conducting behavioral based interviewing, employee evaluations, one on one performance coaching, disciplinary coaching and compensation recommendations and follow all policy and procedures to make office operationally sound.

Vice President, Branch Manager V

SunTrust

Utilized Branch Operational Model to effectively oversee branch personnel and approach to everyday business. To achieve desired corporate expectations, the staff is to be coached daily to the requirements found in the model. Coaching employees includes daily observations of client
interactions, both face to face and telephone interactions, recording information from these interactions to provide immediate feedback to the employee on what they did well, what they can improve upon and action plans to change behaviors or improve skill sets that are strong points of the employee. Follow up is a critical component of this process as well. Maintained an organized system of branch reports, Gallup Client Experience Reports, One on One Coaching Logs, Employee Evaluations, Sales Activity Logs, and Follow-up Management Logs. Prospected for new small business outside 60-80% of time. Developed business plans to achieve branch goals and service excellence measures. Ensured that all client satisfaction measures are met and maintained in accordance with Branch Operating Model and address and correct any inconsistencies that allow for a less than desirable client experience, to include addressing and resolving issues directly with client. Performed HR functions, to include behavioral based interviewing, employee evaluations, one on one performance coaching, disciplinary coaching and compensation recommendations and follow all policy and procedures to make office operationally sound.

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