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Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx



Compliance Risk Assessment / Mitixxxxxxtion Strategic Analysis / Planning Trends Tracking

Quality Assurance Customer Service Account Management Data / Records Management

Process Management Process Optimization Root Cause Analysis Best Practice Methodologies

Policy / Procedure Development Team Building Training / Development Consulting / Advisement


Highly Accomplished Leader who makes sound decisions to reflect positively on multifaceted financial, insurance, compliance, risk, and process management / improvement initiatives in alignment with a company s vision, value, and goals, and who offers proven Fortune 500 business experience. Top Performer who contributes solutions-centric critical thinking for insightful, change-oriented results, who rises above challenges to achieve winning outcomes, and who quickly adapts to evolving scenarios. Excellent Communicator with Spanish language proficiency who develops synergistic relationships with cross-geographical decision-makers, business teams, and clients, and who leads peers by example and with ethics and integrity to optimize success.


Career Highlights Include:

  Achieving honor for companywide loyalty and job excellence.

  Offering dynamic critical thinking skills and solid attention-to-detail.

  Exhibiting recognition as a quick study who rapidly picks up new concepts.

  Cross-functionally collaborating with peers to deliver high-quality products / services.

  Providing hands-on support always willing to go the extra mile to surpass the status quo.

  Creating bonus structure proposals for GreenSky to support department restructuring initiatives.


Professional Synopsis


GreenSky Trade Credit, LLC, Atlanta, XXXXXX 2011 Present


Customer Solutions Account Manager Process Management Liaison

Capitalize on the opportunity to lead forward-thinking complaints investixxxxxxtions, including reviewing relevant documents and providing mutually beneficial resolutions per company and compliance policies. Expertly document receipt of complaints, requests, and risk events received from account holders, merchants, and lexxxxxxl entities within Salesforce. Direct root cause analysis and develop best practices-centric process improvements.


  Contributed proven experience with MasterCard transactions and regulations.

  Created process maps using Microsoft Visio to document departmental processes.

  Presented analysis of complaint data, trends, reports, and findings to top executives.


Subject Matter Expert

Recognized as a highly accomplished industry expert with companywide products, campaigns, and skill sets, including effectively mentoring and advising top-performing peers and new agents transitioning for initial training.


  Served as a go-to consultant for various training updates and initiatives.

  Performed as a key escalation point with customers, merchants, and agents.


Quality Assurance Manager

Strategically steered all facets of quality assurance operations, including developing dynamic policies and procedures, handling reporting, and tracking documents for presentation to executive management and sponsor partners. Delivered critical root cause analysis based on quality scores, escalations, and agent performance.


  Continually enhanced customer interactions by reviewing, evaluating, and tracking escalations.

  Developed new recruiting methods, as well as screening policies for customer-interfacing teams.


Yyyyyy x. yyyyyy

Page Two (xxx-xxx-xxxx



Professional Synopsis (continued)


GreenSky Trade Credit, LLC, Atlanta, XXXXXX (continued) 2011 Present


Quality Analyst Trainer

Led targeted decision-making in the comprehensive completion of detailed audits for inbound and outbound call monitoring. Conceptualized, developed, updated, and disseminated documented processes to support objectives.


  Coordinated and led new hire and refresher training courses for 25 trainees.

  Personally trained and prepared 22 agents for a new Northern Kentucky site launch.


Auto-Owners Insurance Company, Duluth, XXXXXX 2003 2011


Underwriting Assistant Policy Rating Technician

Utilized broad scope of industry knowledge toward handling key commercial lines of property and casualty coverage encompassing General Liability, Workers Compensation, Business Owners, Inland Marine, Xxxxxxrage Liability, Commercial Automobile, Package, and Umbrella policies. Manually rated premiums for special coverage (i.e. Directors & Officers, Motor Cargo). Demonstrated skill in issuing new and / or renewal business, including facilitating prompt applications, endorsements, notice of cancellations, and renewal policies.


  Outperformed company goal of 80% of transactions within 30 days of policy inception.

  Efficiently input and updated premium audit classifications and exposures with audit data.

  Ensured accurate risk placement premium rating by quoting, rating, and issuing new proposals.

  Consistently delivered stellar customer service via collaborations with independent agents and peers.


Senior Records Consultant

Played a vital role in efficiently managing the department s large-scale records system by constructing new files, orxxxxxxnizing existing reference documents, and locating files upon request. Accurately sorted, dispersed, and routed materials (i.e. internal and external mail, company documents, incoming faxes).


  Developed and implemented project and tracking systems to optimize efficiency.


Education & Professional Development


Xxxxxx Perimeter College (n/k/a Xxxxxx State University)


Associate of Science in Business Administration


Xxxxxx Perimeter College (n/k/a Xxxxxx State University)


Associate of Arts in Communications



Member, AICPCU

Member, Alpha Beta Xxxxxxmma International Business Honor Society


Technical Summary


Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Visio Salesforce OpenOffice CICS ImageRight

Chrome Internet Explorer Windows / Windows 10 OS Safari Mac OS Able to Quickly Master New Software


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