Managed an eCommerce website by using data collected from Google Analytics and internal sales reports to make decisions for product category sorting, site navigation priority, and other various marketing areas.

o Reporting to the Vice President of Retail Sales and Services, supervised the work of five customer service representatives, coached employees in handling complex issues, and resolved these issues personally when necessary. o Reviewed new deposit accounts to ensure they were in compliance with CIP regulatory standards, that they were opened exactly as the customer intended, and ensured that all customer service related banking activity adhered to policies and procedures.o Monitored online account opening activity on a daily basis, investigated application discrepancies, and served as the sole contact for customer service matters relating to online account application processes. o Performed a wide variety of duties outside the job description to support the transition from Acacia to Stifel and the bank’s closing. (Stifel acquired Acacia’s assets only and did not retain a retail presence in the state of Virginia.)

o Circulated final legal documents and reviewed them to assure they were in compliance. Kept regular contact with 90+ title companies to ensure final legal documents were delivered to investors according to their specific deadlines. o Post-closed loan files: • Reviewed completed loan files, either in house or investor, ensuring that all the necessary components of the files were complete and compliant. • Identified and resolved red flag issues with loan officers, loan processors, and title lawyers.o Rerecorded erroneous mortgage security instruments: • Communicated with title companies and county courts to make appropriate corrections. • Expedited the transfer of corrected instruments between all parties to ensure their timely return to the bank. o Managed inventory and shipping processes of all physical loan files to facilitate efficient retrieval as needed, e.g. in the event of an audit.

Conducted research, contributed analysis to campaign proposals, and managed accounts for seven clients, with the following responsibilities:• Identifying and analyzing social media case studies to strategize a marketing plan for a local Richmond business.• Compiling a set of images for a client’s e-commerce website. • Uploading posts and troubleshooting HTML code for a client’s blog. • Participating in official client meetings and contributing to creative decision-making.