Felisa Mcclain Email & Phone Number

Maryland Area

Greater Omaha Area

Addressed various recruitment and outreach efforts to help grow a pool of qualified candidates. Remained in the top 30% of recruitment efforts within Kaplan's foot print. Provided detailed information about admissions, academics, career objectives and communicates across college departments to ensure accuracy. Excellent communication skills, and an ability to work independently. Asked open-ended questions to assess /student needs. worked proficiently with financial support, student services, department heads and team members working toward common goals in enrollment and the college. Utilization of salesforce and student records management (SRM) system required and performs student record maintenance and ensures a high degree of data integrity. Professionally represented the admissions profession positively through a strong, student-centered ethic.

Omaha, Ne

Researched, analyzed, recommended and investigated customer activity for potential AML-related suspicious activity. Researched and documented moderately complex cases generated from automated monitoring system and referred by Bank personnel for potential Anti-Money Laundering related activity and made recommendations for SAR (Suspicious Activity Reporting) to FinCEN or Non-SAR case determinations. Reviewed and analyzed automated alerts for potential suspicious activity maintaining a production and performance standards. Investigated cases involving, but not limited to cash structuring, transactions involving Bank designated High Risk Countries (HRC), wire transfers, commercial loan payments, and reports from branches regarding their customer's activity. Prepared Suspicious Activity Reports, and other required reports in compliance with established regulatory guidelines and time frames. Prepared and thoroughly documented factual and impartial findings in an accurate and timely manner for reportable and non-reportable cases. Communicated with branch and department managers, as necessary, in researching and investigating cases. Developed contacts with federal and state law enforcement agencies to facilitate investigations.

Greater Omaha Area

Successfully made adjustments to the forecasting application on a continuous basis. Advised of potential high call volume intervals and schedules accordingly. Ensured customer service needs were met by coordinating and adjusting call traffic in a timely manner. Coordinated call routing with other departments and geographical locations when outages or severe weather conditions occur. Created reports and analyzes data for capacity planning within the Contact Center. Advised of hiring needs as well as staffing levels based on department service level goals. Assist in making adjustments to workforce schedule adherence reports. Managed and monitored vacation/personal/sick time. Verified and managed the accuracy of time cards for the department and acted as the department liaison with payroll. Represented the department as SME for the forecasting application with vendors. Trained and assisted managers with forecasting application software and report generation. Scheduled and tracked staff development activities for 200+ employees.

Greater Omaha Area & & Sacramento, Ca

Fostered superior customer service and established and achieved sales/service goals. Successfully managed branch operations employees (e.g., selection, hiring, training, performance review, work allocation). Overseen and administered branch personnel issues for direct reports. Developed methods to streamline daily functions and improve branch productivity. Balanced operational controls and customer service in order to minimize risk to the Bank. Performed self-audits as scheduled and submitted results in a timely fashion. Conducted ongoing customer service, security, and technical training in the branch. Performed all technical functions accurately and in a timely manner to remain in compliance with regulatory standards. Assisted with control of branch expenses.

Master’S Degree, Management And Leadership

Bachelor’S Degree, Criminal Justice And Juvenile Justice

Associate’S Degree, Criminal Justice