D. Vincent Cox Email & Phone Number

Remote

Knoxville, Tennessee Area

• As an Elavon Onboarding subject matter expert (SME), I led a project with a 3-month deadline ensuring 100% of Customer Activation staff were working remotely due to the COVID-19 pandemic. This project included a process for the successful conversion of all application submissions into an electronic format. The elimination of paper applications cut the department’s yearly budget by approximately $200,000.• Project manager leading presentations, meetings, and training as well as aligning stakeholders on project development calls for new products and services.• Investigative and technical support for Customer Activation systems including AEP, Eclipse, Hogan, APEX, Salesforce, the department reporting database, etc. identifying and correcting internal issues that have customer revenue and experience impact.• Designated team administrator collecting project related documents, testing assignment specific functions, and making industry related suggestions to internal and external stakeholders based on those findings.• Operations reporting representative required to analyze operations data pulled from Oracle SQL Developer and resolve procedural exceptions within the Customer Activation department where possible to avoid risks that affect audit controls and other regulations such as Anti-Money Laundering (AML). • Led a yearlong project between 2021-2022 reviewing all Elavon Fulfillment/Customer Activation audit controls and meeting with business line management to ensure appropriate execution and compliance to mitigate audit risk.• Actively leading a project to revamp the enterprise Exceptions Report to contain more accurate data for stakeholders by rebuilding Oracle SQL Developer queries. • Current Customer Activation Business Owner for the Eclipse to Service Cloud Migration Project responsible for all testing and business sign-off of functionality.

Knoxville, Tennessee Area

• Monitored the quality of work produced by the Underwriting team in Elavon's Customer Activation (formerly Fulfillment) department based on AML guidelines, policy, and AML best practice standards recording and remediating those errors in all systems accurately and timely when discovered to minimize risk.• Liaison between Credit and Compliance tracking and reporting quality concerns, quality improvements, AML error trends, sales correspondence, and all documentation requests for management review to reduce loss.• Contributed to implementation and compliance with regulatory procedures providing best practice improvements when needed.

Knoxville, Tennessee Area

• Performed credit underwriting analysis for new and existing customers while maintaining an exceptional level of attention to the customer and sales rep's support needs.• Examined customer accounts for concerns to minimize fraud and reduce company loss.• Trusted with multiple department audit remediation projects geared around department systems AEP, Eclipse, Access, APEX, Hogan, and Datawarehouse• Demonstrated a superior level of performance by always reaching and exceeding regulatory performance measures.

Jefferson City, Tn

• Produce clients based on existing and potential client lists• Market supplemental cancer and Medicare policies as well as other products based on need

Morristown, Tn

Knoxville, Tn

• Responsible for exceptional customer service while recovering past due funds on financial products such as HELOCS, credit cards, and loans through telephone contact in a team environment.• Required to maintain monthly collections goals including calls-per-minute as well as organizational goals.• Solved problems quickly and made necessary account note updates within time restraints.• Developed analytical skills by reviewing multiple screens of data often during demanding phone conversations

Jefferson City, Tn

• Coordinated the accurate counting of money and reflecting totals into the store bookkeeping system• Administered daily bank deposits and kept track of deposit records• Audited point-of-sale transactions and reviewed their accuracy

Morristown, Tn

• Required to work freight onto sales floor• Completed floor plan resets and price adjustments• Assisted customers and cashed them out at register• Handled layaway accounts and collected unpaid balances• Obligated to make sure all merchandise was accurately represented in the store’s computer system

Master Of Business Administration - Mba, Business Administration, Management And Operations, Bristol, Tn Campus

Bachelor Of Business Administration (Bba), Business Administration, Management And Operations, Sevierville, Tn Campus

Associate'S Degree, General Studies, Morristown, Tn

Activities and Societies: Vice President of Phi Theta Kappa, President of the Folklore Club