A born leader; inspires others to work at their highest level. Committed to professional growth and development, particularly effective in motivating and training colleagues. Excellent communication skills, displays a strong work ethic. Self-motivator who handles problems effectively and enjoys learning new tasks. Able to design, develop and implement all aspects of a project. Adept at managing multiple projects simultaneously while maintaining composure and positivity.
Senior Team Manager September 2010 to CurrentBANK OF AMERICA － Phoenix, AZ
Back Office March 2013 to Current
Hands-on, associate oriented manager with strong capabilities in forming and implementing innovative and creative strategies, and dedicated to the principle of continuous improvement.
Daily responsibilities include facilitating human resource-related issues such as FMLA, leaves of absence, benefits enrollment, disciplinary action and performance Created a career development seminar to drive strong skills in interviewing, presentation and leadership skills Utilized in the hiring process to review resumes, conduct interviews and correspond with all applicants regarding offers ASSET line of business manager in charge of organizing and facilitating events focused on associate satisfaction Analyzed and improved current Written Statement to offer clarity for our customers and increase return for the department while avoiding unnecessary losses Improved Associate Satisfaction score from 60% to 82% from previous management in 6 months Joined the affinity group LEAD for Women to drive networking, communication skills, and career goals; appointed as Event Committee Chair in charge of event organization.
Operations Team Manager April 2012 to March 2013Electronic Claims Services
In charge of the management and development of associates while engaged in champion roles to develop personal growth and leadership skills.
Developed and implemented recognition program for top performers in Quality Reviews; adopted as a best practice in both ECS sites Lead Champion of ECS Career Center to educate associates on current job openings, resume and interview skills, and networking Created and implemented quarterly seminar focused on career development in the areas of resumes, interviewing and identifying strengths and weaknesses Phoenix Champion of Speak Your Mind program to give associates a voice in the management and decision-making process.
Emerging Leader November 2011 to April 2012
Development of leadership skills through the support of training, ongoing education and new hire processes.
Lead facilitator on educational training sessions including Ongoing Education, MSG Worx and Customer Advocacy Co-facilitator in the education and training of CCMS and CCMS Retro 2.1 Back-up facilitator for the ECS New Hire in-classroom training OJT Lead in charge of maintaining rosters, delivering quality optimize sessions, submitting access tickets and supporting the education of up to 30 new hire associates Developed three-month tracking model to identify strengths and weaknesses of new hire classes.
Text Chat/Phone Claims Analyst II September 2010 to November 2011
Resolution of electronic claims through phone and online banking chat support.
Recognized by fellow team members and management for superior customer service and leadership skills Aided in the development of call flow and system tracking for CCMS program Assisted team members with training through side-by-side call monitoring and skill coaching Tested and developed ATLAS system for Bank of America's Bill Pay platform ASSET Event Facilitator, responsible for correspondence and event leadership Procedure Champion for Text Chat in charge of reviewing and presenting changes to current procedures.
Master of Arts : Business Administration, June 2012University of Phoenix － Chandler, AZGPA: GPA: 3.5Business Administration GPA: 3.5
Back-up, banking, benefits, coaching, communication skills, continuous improvement, customer service, decision-making, hiring, human resource, leadership, leadership skills, access, networking, organizing, presenting, processes, Quality, phone, Written
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Companies Worked For:
BANK OF AMERICA
Electronic Claims Services
University of Phoenix
Job Titles Held:
Senior Team Manager
Operations Team Manager
Text Chat/Phone Claims Analyst II
Master of Arts : Business Administration , June 2012
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