[Number]-year military veteran who earned [Number] commendations and awards for superior performance in academic, tactical and technical capacities. Effectively trained, supervised and mentored large teams under high stress conditions. Desires a leadership role in [Industry type].
Monitors and evaluates the quality of inbound and/or outbound telephone calls and/or case reviews.
Documents quality issues and performance measures for management review.
Provides information to assist in the feedback and formal education process of individuals.
Review casework and determine if actions and decisions are in accordance with regulatory requirements.
03/2012 to 02/2013
Assistant Vice President/Enterprise Control Function Compliance SpecialistBank of America/Merrill Lynch – Jacksonville, FL
Implemented and monitored compliance programs for multiple departments throughout the Enterprise.
Applied knowledge and expertise to influence business managers and peers to ensure enforcement of compliance programs, balancing business strategy with appropriate management controls.
Contributed to the development, implementation, and communication of Corporate Compliance missions, goals, and strategies.
Communicated and interacted with regulatory agencies, external consultants, and other internal risk management groups within area of responsibility.
04/2010 to 03/2012
Global Wealth & Investment Management Operations Analyst/Research SpecialistBank of America/Merrill Lynch – Jacksonville, FL
Researched 401(k), Non-Qualified Deferred Compensation, and Defined Benefit inquiries received via Siebel or iGate.
Facilitated resolution of these inquiries by providing a response, routing the inquiry to the correct team for resolution, or facilitating an account correction.
Worked with Contact Center management to determine negative trends, identified root causes for errors, and ways to improve the quality and efficiency of Siebel cases.
Completed all Siebel, iGate, e-mail, and client complaint research requests within departmental standards.
Identified and addressed any agent training and education needs in the research process, avoidance of trade corrections and proper utilization of 401(k) tools and systems.
05/2007 to 04/2010
Retirement & Benefits Contact Center Team Lead/Assistant Supervisor/Registered Contact Center AgentBank of America/Merrill Lynch – Jacksonville, FL
Responsible for providing direction and motivate team members and committed to reaching organizational goals.
Accurately assessed and communicated strengths and development needs of employees and coached employees to use strengths and improve upon development areas.
Monitored new hire training and mentored progress as well as ensured team met scheduled adherence and quality standards.
Swiftly responded and resolved plan sponsor issues within established guidelines.
09/2005 to 02/2007
Operation Iraqi Freedom, Tallil Finance Office: Cash Control OfficerUnited States Army/Florida Army National Guard – Saint Augustine, FL
Senior Operations Managerfor a remote Finance Office.
Provided funding support for over 10,000 Personnel.
Ensured the regulatory compliance and disbursement of over $90 million in public funds.
Trained and supervised more than 50 Paying Agents, 10 Cashiers, and 6 Section Leaders in their duties and responsibilities of disbursement and safeguarding of public funds.
Accurately managed and maintained all disbursing paperwork.
Ensured adequate internal controls to prevent loss of funds.
03/2004 to 08/2005
Operation Enduring Freedom, Jacksonville/Tampa/Camp Blanding, Florida: Community Based Health Care Organization, Budget NCO/Platoon SergeantUnited States Army/Florida Army National Guard – Jacksonville/Tampa/Camp Blanding, Florida
Supervised budgeting, accounts payable, and resource management operations.
Trained, counseled, provided career development, and mentoring to all subordinates in the Command and Control element of the CBHCO.
Platoon Leader responsibilities included job placement, tracking medical appointments, and verifying daily work schedules for 45-55 medical holdover Soldiers stationed in three separate states.
02/1991 to Current
First Sergeant; 153rd Financial Management Support UnitFlorida Army National Guard – Saint Augustine, FL
Provides adequate controls over all Internal Control programs to ensure effective use of resources.
Takes immediate corrective action to fix the weakness and reports them to the higher commander.
Provides leadership and support; executes all internal control plans; conducts evaluations; maintains required documentation; and certifies the results of evaluations.
Advises the commander on enlisted soldier matters to include duty assignments, promotions and reductions, leave programs, military justice, privileges, awards, welfare and recreational activities, human relations, and equal opportunity.
Provides counsel and guidance to subordinate personnel.
Assists in inspection of or conduct inspection of unit activities and facilities, observe discrepancies and initiates corrective action.
Plans, conducts, evaluates, and assesses unit training; ensures that trainers train to a standard; assists the commander in integrating individual training into collective training, and collective training into multi - echelon training events; plans and executes a battle-focused NCO Development Plan.
Bachelor of Science: Business AdministrationColumbia Southern University - Orange Beach, AL Business Administration