HOME SERVICES SPECIALIST II RISK MANAGEMENT SPECIALIST
Acknowledged leader with the ability to execute and meet goals. Demonstrated capacity to manage and motivate others to deliver results in a high stress and deadline oriented environment. Exceptional problem solver and global thinker with aptitude to work both independently and collectively under pressure while maintaining focus and direction.
MS Project 2010
Microsoft Office: Word, Excel, PowerPoint, Outlook
01/2010 - 01/2014
Bank of America － Wilmington, DEHome Services Specialist II Risk Management Specialist
Address and resolve customer escalated concerns and problems Evaluate consumer financial and credit status to determine loan eligibility for home refinance products while managing risk Analyze and audit client files for compliance with internal and external guidelines, policies, procedures and investor requirements Conduct involved evaluation of title and appraisal reports and align with investor requirements for loan approval conditions; resolve title issues, subordinations and resolve appraisal issues Responsible for processing loans, completing thorough underwriting review, and prepare documents for closing Participate in various focus groups and projects with senior management to discuss and address current best practices and areas of improvement for the current workflow process for the LOB Recognized as "Business Leader" for the department in leading in production and leadership initiatives.
01/2004 - 01/2010
David's Bridal － Springfield, VAAssistant Store Manager
Hired, trained, coached and supervised staff of 30+ persons daily to meet and exceed sales goals in a high volume store with yearly revenue exceeding $3.4 million Prepared and delivered monthly, quarterly, and yearly reviews to employees based on sales performance and career successes and opportunities Utilized formal coaching skills to develop consultants' selling abilities and addressed areas of growth; utilized best daily practice tactics to include one on one communication and floor management techniques Conducted daily huddles with staff to motivate and ensure sales success for the day and to introduce new merchandise, promotions, or policy changes Developed and delivered daily sales reports to immediate manager and district manager to include revenue & opportunities Analyzed weekly, monthly, quarterly reports to assess sales progress and trend; addressed areas of opportunity while offering suggestions to the store manager and district manager on how to maximize profits in problematic areas Utilized superior problem solving skills to address client service issues, complaints, and concerns Operational and coordinating duties to include: CRM management, visual merchandising, facilities management, cash handling, audits and quarterly inventor; Managed supporting divisions of sales business to include alterations and receiving Acknowledged as "Top Special Events Team Leads" in the company for generating more than $200,000 in revenue from scheduled regional bridal shows as a result of building a stellar sales team while marketing the company brand.
01/2001 - 01/2004
BB& T Bank － Springfield, VAAssistant Branch Manger/Operations Manager
Managed daily operational functions for four branches with assets totaling over $20 million to include adherence to federal, FDIC, and corporate regulatory policies and programs, and audit guidelines Monitored expenses against budget and approved various facility and managerial corporate card bills for payment Met with managers daily to address concern of high risk customer accounts to include fraudulent, excessively overdrawn and complicated problem accounts and how to best resolve each problem within regulation Conducted monthly branch and teller audits to ensure compliance with federal requirements Oversaw client complaints and ensured the delivery of exceptional client service from each teller or branch associate through monthly and quarterly customer service and operations meetings Responsible for hiring and training new tellers in each branch while conducting yearly performance evaluations Delegated to schedule continuing education and product sales training in addition to career sales and development planning for each teller Evaluated credit applications, generated commercial and consumer loans, and motivated tellers to open new accounts to meet set sales goals and budget upon request Executed and met sales budget and goals by 20% in consumer and commercial bank products.
01/1999 - 01/2001
Time Life Education － Richmond, VASenior Account Manager
Generated over $500K in educational book sales within 4 territories.
Maintained dominant presence of sole educational book provider among libraries, public schools, and recreation centers through CRM practices and follow up.
Attended numerous conventions and conferences to further infiltrate dominance in assigned territories by engaging in one-on-one meetings and presentations.
Bank of America － Wilmington, DESr. Customer Service Specialist
Address and resolve customer escalated concerns and problems pertaining to delinquent deposit and credit accounts.
Offer various solutions to minimize and prevent further risks to deposit accounts with consumers daily.
Analyze transactional history and offer repayment options to consumers.
University of DelawareNewark, DEPMI Certification
Liberty UniversityLynchburg, VAMBA, Master of Business Administration
Lynchburg CollegeLynchburg, VAB.A: Political Science/ Communications StudiesPolitical Science/ Communications Studies
book, budget, cash handling, closing, coaching, conferences, credit, CRM, client, customer service, delivery, Special Events, senior management, facilities management, financial, focus, hiring, leadership, managerial, managing, marketing, meetings, merchandising, Excel, Microsoft Office, Outlook, PowerPoint, MS Project, Word, policies, presentations, problem solving skills, progress, receiving, selling, sales, sales and development, sales training, trend, workflow