Albert C. Singleton Email & Phone Number

Support Escalations Manager/CritSit Manager Serves as part of the CMET Execution Team and assists with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. Addressing high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners. Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need for escalation is addressed.

Charlotte, North Carolina, United States

Identifies customer business needs by helping them move to the Microsoft Cloud. Provides customers with information related to the migration, works with technical engineers, provides timeliness, and communicates with technical and non-technical stakeholders. Communicate with customers to help drive their intent to use the Microsoft products purchased and help them to successfully deploy and adopt these products in their organization.

Charlotte, North Carolina, United States

Responsible for using various applications for research purposes, such as, Edgar, Google, SOS and OpenCorporates to collect, enrich, maintain, and publish customer data for all products/services within the Wholesale organization. Responsible for supporting efforts related to delivery and maintenance of the Customer systems to ensure data within the system is of high quality to be leveraged for many critical business functions, including executive decisions, public reporting, regulatory reporting, etc.

Ft. Mill, Sc

Supports core business units by reviewing, updating and validating missing EDD information while conducting periodic reviews of high risk clients, corporate entities and retail clients booked into North America, Europe and Asia. Partners and builds relationships with Sales Owners to ensure timely resolution of case files for refresh. Assists with new project initiatives, daily reporting and collaboration with Senior Executives to drive business decisions. Conducts client due diligence (CDD) and enhanced due diligence (EDD) in accordance with policy, procedures and regulatory guidelines for the US, Canada, EMEA and APAC regions Interprets Jurisdictional Regulations as it relates to guidelines needed to perform entity refresh and ad hocs Completes independent research on clients using internal and external sources, such as LEO, Tableau, Mint, Navigator, GTS, LexisNexis and other platforms Participates in key projects impacting KYC (On-boarding and Refresh), providing technical and analytical support in a global markets operations support function Provides data reporting via data analysis to on-site Management Contributed with the implementation of a new project to introduce new initiatives for Quality and Compliance Process and Procedures Serves as first point of contact for Senior Executives, including, Sales, Client Fulfillment & Servicing Teams

Ensured the company operations were in accordance to industry regulations and standards. Demonstrated extensive banking and Compliance knowledge. Worked independently and as part of a team performing each situation by taking data from multiple sources and applying the appropriate policy framework. Performed AML Investigations and reviewed customer documentation from sanctioned countries Provided comprehensive analysis and thorough documentation of associate findings Ensured all policies and procedures set by Office of Foreign Assets Control were in compliance

Charlotte, North Carolina Area

• Managed the customer service experience for a portfolio of complex loans• Ensured customer service expectations were met and exceeded while balancing risk and exposure for Bank of America• Facilitated daily functions in absence of Team Manager by gathering and analyzing data to be distributed to team members

Charlotte, North Carolina Area

Effectively managed an assigned portfolio of loan workout relationships. Coordinated with loan policy department to ensure compliance of negotiated workout agreements, with established company policies and regulatory agencies ordinances. Analyzed and determined best course of action on delinquent or potentially delinquent mortgages Applied research technique and skills of credit assessment to determine borrower’s ability, stability, and willingness to repay loans for FHA, VA, SFO/HFI, FNMA and FHLMC Provided counseling and education to borrowers on the efforts and outcomes of government modification programs

Fort Mill, Sc

Effectively managed an assigned portfolio of loan workout relationships. Coordinated with loan policy department to ensure compliance of negotiated workout agreements, with established company policies and regulatory agencies ordinances. Analyzed and determined best course of action on delinquent or potentially delinquent mortgages Applied research technique and skills of credit assessment to determine borrower’s ability, stability, and willingness to repay loans for FHA, VA, SFO/HFI, FNMA and FHLMC Provided counseling and education to borrowers on the efforts and outcomes of government modification programs

Fort Mill, Sc

Served as Coordinator to acclimate new hires to the collection process and procedures. Performed coaching to ensure the expected level of quality is being met by each team member. Oversaw daily production and performance to ensure departmental matrixes were met Ensured adherence to policy and procedures and handled escalations from agents Analyze data for deficiencies within the team to establish new processes and improve performance