Bank of Botetourt

• Conduct the day-to-day management and administration of the Bank’s Internal Audit program.
• Manage the administration of the Bank's policy review program and present appropriate materials to the Bank's Risk, Technology, and Compliance (RTC) Committee for approval. 
• Produce training documents/communications for employees around policy changes as needed.
• Perform the management and administration of the WolfPAC Enterprise Risk Management (ERM) module, to include day-to-day operation of the program, periodic review of expected data, trouble-shooting issues with management, and creation of reporting to be provided to the Chief Risk Officer (CRO), to be shared with senior management and the Board of Directors.

Senior Risk Administration Officer

•In the role of Compliance and Risk Administration Officer, served as the Internal Audit Administrator and liaison between the internal audit firm and bank management in the coordination of internal audit work.
•Worked with members of management to gather the necessary documentation to provide to auditors and assisted with follow-up as needed
•Coordinated and tracked management responses to internal audits 
•Prepared the appropriate documentation for Audit Committee meetings 
•Served as the Policy Review Administrator, performing the administrative duties related to the quarterly review of bank policies.
•Compiled summaries of all policy changes to be reviewed with Board Committees and the Board of Directors for final approval
•Once policies are approved, made the necessary updates, and replaced existing policies with updated versions.
• Served as administrator of the Enterprise Risk Management system and oversaw the data management process, as well as compiled reporting for Board-level committees
•Performed regular reviews of social media platforms to monitor for advertising compliance and comments that could be construed as complaints.

•In the role of Training Officer, researched internal and external training opportunities, assessed company-wide developmental needs and implemented training programs, as well as the below:
•Maintained and updated employee and company-wide training records for Bank of Botetourt
• Participated in planning sessions for upcoming training and development programs for employees
•Maintained job description database and ensured that updates are performed as needed
•Facilitated Universal Banker training in a classroom setting
•Coordinated agendas and activities for New Hire Onboarding process and facilitated Orientation. 
•Actively served on the Training & Employee Development Committee and the Employee Training Task Force
•Assisted in planning of annual SPIRIT Day training event

Compliance and Risk Administration Officer/Training Officer

Wells Fargo

• Provided support for Pre Charge-off Collections, primarily Overdraft Deposit Collections and Recovery (ODCR).
• Represented the business in various projects and issues; drafted project and issue documentation.
• Ensured that risks were properly identified and addressed when working on projects and issues.
• Presented changes for approval through Change Management process.
• Drafted department-wide communications/assistance guides/call scripts to advise front-line employees of changes to processes/procedures, as well as technology updates. 
• Managed relationship between Wells Fargo and the third party vendor who processed payments by phone for ODCR.
•  Ensured that any issues within the payment platform were resolved to mitigate the impact to customers.
• Provided support to the business to implement disaster accommodations and coordinate disaster wind-down activities.

Business Support/Execution Consultant

• Provided support for businesses within Consumer Collections and Servicing to facilitate the issue management process from issue identification to closure.
• Worked through Issues and Corrective Actions with the Business to drive for technology solutions to eliminate the risk for the business. If technology solutions were not viable, strived for efficient process improvements.
• Supported efforts that required customer remediation. 
• Partnered with diverse groups from the Business, Controls, Compliance, Legal, etc.
• Obtained required approvals from senior management and formally documented all aspects of the issue management process.

Business Support Associate 2

•	Completed process monitoring for multiple lines of business within Wells Fargo Collections, including Prime and Non-Prime Credit Cards, Personal Lines and Loans, Education Financial Services, Retail, Retail-Dillard’s, Overdraft Collections and Recovery, Direct Auto, Executive Office, and Credit Bureau Solutions
•	Identified team member and Line of Business errors (findings, coaching opportunities) and made recommendations on how to improve processes/procedures
•	Performed testing for high-risk programs, including Bankruptcy, Cease and Desist, and Legal Handling
•	Subject matter expert on policies, procedures, federal and state laws, regulations, projects, and risk controls to monitor for procedural adherence and mitigation of operational risk 
•	Identified opportunities to enhance monitoring programs to better target risks and process gaps and work with the business to implement the appropriate changes
•	Established trust and effective working relationships with peers and partners across Consumer Lending
•	Trained/mentored numerous New Hires and Hybrid team members on the monitoring process
•	Performed data validation for the Direct Auto buildout in First Quarter of 2016
•	Promoted to a Quality Assurance Analyst 2 in March 2016
•	Promoted to a Quality Assurance Analyst 3 in September 2017
•	Moved from the OET Process Monitoring Team to the Credit Quality Assurance Policy team in October 2017

Quality Assurance Analyst

•	Drafted and distributed all department-wide communications for the Overdraft Collections and Recovery department
•	Managed projects, conducted research, and completed necessary documentation for project status tracking purposes
•	Facilitated project meetings with the project team, technology partners, and management 
•	Updated procedures and created process flows to assist team members in understanding departmental practices
•	Served as a liaison between Operations and OET (Operations Effectiveness Team) to ensure that published procedures aligned with projects completed by the Operations Team
•	Conducted focus groups and pilot groups with team members to obtain and implement their feedback on improvements or enhancements that can be made to departmental processes or procedures
•	Maintained and updated project tasks on the Operations SharePoint site 
•	Monitored shared Operations and Communications mailboxes to follow up on necessary items

Project Analyst

•	Top performer while receiving inbound phone calls and making outbound phone calls from an automated dialer to customers with open overdrawn checking and savings accounts in attempt to collect on negative balances
•	Utilized negotiation skills in order to seek win-win resolutions on accounts while keeping customer retention as a top priority
•	Certified as a New Hire Mentor
•	Collected on both open and closed overdrawn deposit accounts
•	Became a Mattersight Outbound Call Coach, a role to help support fellow team members within the department to promote more effective performance, utilizing calls in the Mattersight Portal to focus on call control and best practices
•	Continued to mentor new hires during On the Job training
•	Provided Real Time Assistance to fellow team members 
•	Stepped in to facilitate classroom New Hire Training as needed
•	Promoted from Collector I to Collector II in March 2011
•	Promoted from Collector II to Collector III in March 2013

Collector

•	Facilitated the new hire curriculum for Overdraft Collections and Recovery 
•	Prepared agendas for training classes and scheduled important sessions during training such as Expectations with department supervisors
•	Coordinated On the Job Training for new hires with mentors on the floor
•	Created numerous games and activities to incorporate into the training to enhance the new hires’ engagement in the classroom, taking into account each new hire’s individual learning style
•	Conducted side-by-sides with each of the new hires during their transition week to coach them on both reinforcements and opportunities for their phone calls 
•	Facilitated an Extended Transition Unit for the first time in Roanoke to further focus on Compliance initiatives and conducted certifications in each Compliance area as well as call audits via Mattersight to ensure adherence to policies and procedures
•	Met with the new hires individually in order to review their audit results and coach them to their strengths and opportunities
•	Worked closely with the Learning and Development team and Management to improve the overall experience for the new hires in the department

New Hire Training and Development Intern

•	Served as a sales representative in a fast-paced call center environment
•	Fielded inbound calls to place orders and resolve customer concerns 
•	Stepped in to take on the role of customer service representative for business needs during holiday seasons
•	Audited peers’ calls and provided coaching to ensure adherence to department goals and standards

Customer Care Representative

Highly motivated, ambitious leader with ability to balance multiple priorities while maintaining great attention to detail and high level of accuracy and efficiency, while meeting necessary deadlines. Able to work effectively in a team environment across business lines and multiple levels of management. I have over 14 years of experience in the financial/banking industry. 

For 12 years, I supported a Consumer Collections and Servicing organization for a large bank in various capacities, including collections, training, project management, quality assurance, issue management, and implementation.

I have been with a local community bank since February 2022.  I currently serve as Senior Risk Administration Officer. I previously held a blended role as Compliance and Risk Administration Officer and Training Officer. 

Gallup Strengthsfinder Results - Context | Relator | Achiever | Focus | Arranger

Outside of work, I enjoy traveling, attending concerts and sporting events, and spending time with my family, friends, and pets (3 dogs and 3 cats).

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