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Personable professional seeking to launch the next chapter of my career in the Human Resource field.
Earned numerous employee awards and recognition during a nine-year career at Bank of America.
Experience training colleagues on best practices of daily operations as well as company policies.
Supervised and led a team of 15 personnel to maximize their potential and excel.
Proactively identified and resolved employee conflicts as well as disputes with customers.
Solid time management, attention to detail and organizational skills, prioritizing tasks on deadline.
Experience executing and managing contracts, including working closely with clients and vendors.
Bachelor of Arts (BA), Business Administration, Management concentration; expected Summer 2016.
Proficient with Microsoft Office Suite.
Analyzed performance metrics in order to develop or modify training to teach staff best practices.
Educated team members on best practices of daily operations as well as company policies.
Trained staff on how to resolve customer complaints in a diplomatic, tactful and professional manner.
Mentored, motivated and coached individuals and groups to maximize their potential and excel.
Assessed daily business needs to prioritize projects before delegating assignments to personnel.
Led a team of up to 15 call center representatives, including evaluating their individual performance.
Proactively identified and resolved conflicts between employees and implemented favorable solutions.
Communicated effectively with colleagues, customers and vendors in person and over the telephone.
Worked closely with customers to find optimal solutions to challenges or potential problems.
Negotiated contracts with clients that were in the best interests of the company and its affiliates.
Administrative and Contract Management:
Planned and executed general compliance, regulatory and service level agreement (SLA) requirements.
Supervised the return and processing of documents as part of a thorough, detailed process.
Florida Institute of Technology Lancaster, CA 2012-Present
Full-Time College Student (online)
Bank of America Lancaster, CA 2002-2011
Various roles (Senior Operations Manager, Loss Mitigation; Loan Resolution Specialist/Auditor, State Mediation; Senior Resolution Specialist, State Mediation; Short Sales Analyst; Customer Service Supervisor)
BA, Business Administration, Management focus, Florida Institute of Technology; expected Summer 2016
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