Communication Management: Own and manage inventory of letters, eLetters, and email templates for Credit Card Customer Service.Subject Matter Expertise: Skilled in document management, change management, and recertification for servicing communications.Project Management: Lead and assist with strategic projects ensuring timely and high-quality implementation of changes.Content Optimization: Maximize the impact and effectiveness of owned content by aligning it closely with audience needs, and enhancing the overall customer experience.Technology Integration: Optimize customer engagement through DocuSign integration.Cross-functional Collaboration: Partner with Writing, Compliance, Legal, and Operations leaders to review and enhance communication strategies.Process Improvement: Enhance operational processes within established communications, policies and procedures, optimizing efficiency and compliance.Feedback Management: Monitor, manage, and implement feedback for owned communications to ensure accuracy and customer focus.

Process Analysis and Improvement: Conducted detailed reviews of Credit Card, Retail Banking, and Auto Customer Servicing processes for recertification and adhoc projects.Strategic Communication: Presented concise analysis and recommendations to stakeholders, SMEs, and compliance partners to update and create procedures, agent messaging, process maps/cross functional flow diagrams, and training materials.Content Management: Owned and managed inventory of agent messaging content, ensuring accuracy and consistency for recertification processes.Project Management: Lead and assist with strategic projects ensuring timely and high-quality implementation of changes.Policy and Strategy Development: Assisted in developing and enhancing policies, strategies, processes, and content messaging across business servicing groups.Quality Assurance and Training: Drove team performance as a Quality Analyst, ensuring adherence to policies and facilitating training to employees.Feedback Management: Acted as Subject Matter Expert for the Send Us Feedback process, managing submissions, assessing urgency, and ensuring implementation of valid feedback.

Control and Oversight: Served as a control for the manual processing of transactions by all employees within Credit Card Servicing.Error Resolution and Process Improvement: Provided timely feedback on critical errors, collaborating with internal teams to achieve prompt resolutions and identify procedural enhancements.Process Standardization and Optimization: Developed and standardized internal procedures to ensure consistency in control report evaluations, contributing to operational efficiency.Reporting and Stakeholder Communication: Analyzed and communicated monthly trend analysis to key stakeholders, facilitating informed decision-making.Leadership and Training: Acted as Interim Team Leader, providing updates, conducting training sessions, and fostering team development during management transition.Recognition: Awarded Top 10 Performer consistently from 2014 to 2016 for outstanding contributions to operational excellence.

- Provided excellent customer service while addressing escalated customer concerns that required expert problem solving skills and product knowledge.- Consistent Top 10 Gold Star performance and Top 10 Customer Retention Rate. - Performed backend maintenance and acted in a supervisory capacity for manager callbacks as a Maintenance Assistant.

- Delivered exceptional in-store shopping experiences.- Built a highly satisfied and loyal customer base through engagement, uncovering needs, making product recommendations, and gathering customer information to support continued engagement.- Supported product replenishment activities that keep the store full and abundant.- Assisted with floorset execution, window changes, visual presentation and marketing placement.

- Licensed in Property & Casualty and Life & Health. - Provided excellent customer service while selling insurance policies to potential and existing clients that protected individuals and businesses from possible financial loss.

- Greeted and thanked customers with a positive attitude.- Stood for long periods of time while checking out customers quickly and accurately.- Kept area clean and presentable.- Answered customer questions and helped them with their needs.- Assisted associates across the store as needed.