Cora Mitchell Email & Phone Number

Richmond, Virginia Area

Analyze business systems and processes to improve process design and implement new procedures and technologies based on analysis.Evaluate technological solutions by documenting and analyzing business requirementsPerform testing and analysis on existing systems to identify opportunities to improve functionDocument new and existing business processes by translating business requirements into functional specificationsDesign and document processes through process mapping and technical specification writingCreate client-facing and internal website including contact channels, data collection forms, page content, seo and secure client portalAudit tax returns prepared by seasonal staff members to ensure accuracy and completenessEnsure each client file meets minimum Customer Identification Program (CIP) requirements through the review of tax forms and copies of documents provided by clientsDeveloped a process and implemented a new technological system to automate the collection and storage of client documents which improved efficiency and accuracy as measured by 0 audit failures and a 15% reduction in processing timeAssess risk of client applications for bank products using client responses to application questionsIdentify and correct errors in client files by conducting a monthly audit of digital records on the internal serverPrepare and explain personal and small business returns utilizing information gathered from client intake forms and interviews

Richmond, Virginia Area

Defined, designed, built and delivered the agent liaison project as part of continuous improvement for the entire domestic and international call center business unit by establishing requirements, conducting research, utilizing key stakeholders, measuring and tracking project progress, and suggesting and facilitating the implementation of new and improved processes across multiple lines of business impacting the business unitCreated a system to gather, track, and report on feedback from 8 international business sites which averaged over 3000 unique items per monthAnalyzed agent feedback at the organization, site, team and agent levels to identify trends which indicated opportunities for agents to improve their comprehension of tasksCollaborated with subject matter experts across several lines of business and established a network of multiple points of contact as a resource by sharing knowledge and best practicesResearched trends by drawing upon resources and a working knowledge of policy, procedure and federal regulations to provide recommendations and influence best solutionDocumented changes to policies and processes from current to future stateCompleted and submitted change order requests and represented the line of business when presenting requests to change managementUsed raw data to illustrate ongoing trends, communicate areas of opportunity and highlight wins for the line of businessReported customer wins directly to Vice President, Heather Cox by compiling data from customer satisfaction surveysWorked closely with Senior, Principal, and Director level stakeholders to gain agreement for changes to the line of businessCreated and delivered training material which was implemented throughout the line of business resulting in an overall improvement of agent comprehension as measured by a 40% decrease in inquiries despite more than 60% growth in agent populationManaged project resources through coaching, training, development and performance management

Richmond, Virginia Area

Served as a subject matter expert for frontline operations on CAAT (Customer and Agent Advocacy Team), assisting customers, agents, and management by handling escalated calls, making policy exception requests, and performing quality checks.Utilized decision making skills that provided real time solutions to judgment based decisions for requests by customers which fell outside the scope of normal practicesQuickly identified and reported issues when testing systems and upgrades, which helped minimize the impact to operations Coached and developed associates, which led to improved productivity, efficiency, and effectivenessClosely monitored queues that ensured metric goals and required service levels were metCommunicated with managers and associates through reports and emails to drive customer experience based on observations, which led to improved customer experience as measured by survey resultsGathered feedback from customer and internal channels, which led to process improvements being aligned with the business strategy of HVSMaintained compliance with applicable financial regulations, successfully preventing audit failureWorked closely with varying levels of leadership including Unit Managers, Relationship Managers and Extend Operations Directors and helped launch Core Services operations in Sioux Falls in 2012 and in Tampa in 2010Created and implemented downtime procedures for the overnight shift in Richmond 2010 through 2011 Quickly and effectively launched CAAT (Customer and Agent Advocacy Team) for the overnight shift in Tampa in 2011

Richmond, Virginia Area

Completed risk assessments which I used as criteria for manual approval and fulfillment of special exception requests for multiple lines of business.Successfully reduced the company’s risk exposure by reviewing client spending, income and payment patterns resulting in a 0 overall defaults on credit grantedApproved and fulfilled 50 or more client requests daily for instant access to funds in amounts ranging from $5000 to $100,000Created and implemented new processes which were used to streamline roles across multiple lines of business and adopted company-wide Tracked, analyzed and reported data on a daily, weekly and monthly basis to senior management in order to identify trends which were then used to forecast the results of department decisions as well as for process improvements

Richmond, Virginia Area

Encouraged increased spending by promoting various features and services available to customers through their personal and business accounts.Served as a Team Lead, providing coaching and feedback to incoming team membersServed on the Associate Relations Committee that boosted morale Selected within only 2 months as a Floorwalker assisting the Customer and Agent Advocacy Team (CAAT) and promoted to the CAAT position shortly after

Richmond, Virginia Area

Conducted thorough investigations of suspected cases of identity theft and money laundering, successfully preventing large financial losses. Created and implemented new processes surrounding the customer identification program to ensure federally regulated requirements were met and maintained at each step of the customer acquisition processPerformed customer due diligence by researching and evaluating personal, work, and credit historyCarefully validated incoming documents by conducting handwriting analysis and validating official identification and legal documentsEffectively coordinated with internal and external parties including banks and government agencies to clear or confirm fraudulent activity Served as an expert in assessing and confirming various types of fraud and money laundering within a special operations unitDeveloped and served as chief editor of a monthly fraud industry newsletter, which served as a valuable resource to internal groups

Richmond, Virginia Area

Assisted with new and existing clients while learning about the legal process through hands-on experience.Organized and processed client contracts and assisted with briefingsAssisted lead attorney in securing personal injury contracts during one-on-one briefings with clientsOrganized and set agendas for meetings with staff and clients