3 Month Project - provided dedicated support to the Client Conversion Team, overseeing small, mid-market, and large corporate clients throughout their online banking systems upgrade or migration from legacy platforms to new, targeted solutions. ● Guide and deliver comprehensive training, offering step-by-step instructions to Primary Corporate Admins and their end-users, ensuring a seamless migration of Treasury Management services to the new platform. ● Conduct virtual classroom training sessions, equipping transitioning clients with the necessary skills to navigate and utilize new online banking platforms effectively. ● Provide contact center assistance across diverse delivery channels, catering to the needs of commercial bank clients. ● Document and track all client interactions using CRM software, maintaining precise records and furnishing informational resources and navigational guides pertaining to the new platform's operations. ● Collaborate closely with the Client Conversion Experience team, guaranteeing a smooth and positive transition for clients making use of Treasury Management services. ● Promptly resolving escalated issues, ensuring uninterrupted Treasury Management operations and workflows for clients. ● Analyzing and identifying trends and recurring challenges faced by Primary Corporate Admins and end-users, offering valuable insights to enhance Treasury Management migration strategies. ● Effectively communicating client feedback to internal teams, championing process improvements tailored to the migration of online banking platforms.

Oversaw Owner Relations, Land Lease Records, Suspense Team, and Division Orders; evaluated department efficiency in operations, development, and task completion.• On behalf of Clients, assisted Owner Relations Analysts in addressing client inquiries; reviewed and interpreted title abstracts, certified title opinions and other documents to verify and analyze ownership of surface, oil, gas, and leasehold estates; analyzed Division Order Title Opinions to establish ownership interest; resolved title issues/disputes.• Trained staff on document integrity and usage; managed documents and organized on Client's software database.• Examined title instruments to Prepare Division and Transfer Orders, drafted letters to owners on behalf of Clients regarding ownership, title issues and well info. • Software: Freshdesk, Onbase, P2 Bolo, Enverus Drilling Info

Developed Owner Relations/Contact Center operations from inception; led all departmental projects, implemented and improved procedures, research practices, reporting mechanisms and methodologies using Mitel, AT&T Office@Hand, LandVantage CRM and P2 Bolo Accounting; trained, developed, evaluated staff; analyzed performance; sought continuous improvement; assessed team performance.• Managed 8 Owner Relations Analysts responsible for responding to ~800 inquiries/wk from Interest Owners, Vendors, and Working Interest Partners via phone, email, mail; addressed transfers of ownership, decimal interests, title issues, owner transfer documents, address changes, interest discrepancies, check amounts, prior period adjustments, gas prices, well production, and lease status; implemented procedures to track and document inquiries in Land Vantage CRM & set up systems of internal control to support Landman, Division Orders, Accounting, & Management.• Analyzed complex DOI transfers & pay code updates, examined Division Order Title Opinions, deed records & other documents to prepare for releases delegated to Division Orders Team.• Reviewed and approved required documentation for title cure, info verification, return items, dormant accounts, and address changes via email/letter; addressed BBB, padsite, and city complaints.• Researched and analyzed complex legal suspense and deed records, legal descriptions, drilling operations, production, plats, surveys, and permits associated with mineral properties in the Barnett Shale.• Tracked, analyzed, and presented volumetrics, analytics, trends, and statistics to Senior Management in reports, communications, charts, graphs, and presentations for all inquiries/cases/resolutions from royalty and working interest owners.• Worked on special projects across departments to coordinate procedures for legal suspense, 1099’s and returned checks; communicated with legal and senior management teams to mitigate business risks.

Managed 150-employee staff of Supervisors, Team Leads, Workforce Management and Call Center Representatives for inbound call claim notices on product/auto warranty contracts.• Interacted with clients on account/campaign performance, issues, and updates.• Monitored staff performance, coached, and provided feedback to improve quality of customer service. Developed policies, procedures, practices, and training programs.• Developed and maintained capacity management plans to ensure service levels were achieved; collaborated with department leaders to analyze trends and drive corrective actions; recommended process improvements to senior management; utilized AS400, Claims 360, Avaya CMS, InVision, Calabrio, Time Tracker, and Workday.

Managed the customer service team for Halliburton’s manufacturing supply chain facility that produces advanced perforating systems and specialty explosive devices for the oilfield, including shaped charge perforators, RF-protected detonators, tubing and casing cutters, severing tools, and platform removal charges. • Planned, organized, and led day to day activities in support of PSL, Field and Direct Sale Customers. • Responsible for fulfillment of customer requests for product and information and coordinated activities among functions and/or focus factories. • Implemented procedures and monitored to ensure compliance with export laws, company policies, and other government regulations dealing with transactions to countries outside the U.S. • Responsible for defining training requirements, developing employee skills, creating a team environment, and promoting continuous improvement. • Used knowledge of shipping requirements, crating, inspection certification, logistics, systems, and manufacturing requirements to develop procedures to coordinate and improve process in units. • Monitored usage of order entry system in SAP and capital acquisition procedure to insure timely and accurate processing of orders. • Coordinated with product sales, service and affiliates on customer orders, sale prices and discounts.

Established Neighbor Relations Dept. with team responsible for 25,000+ calls, emails, and letters annually on pipeline and drilling activity, leasing, royalty/revenue, and industry-related questions, contributing to successful drilling of 2,700+ gas wells and 800+ miles of pipeline in Tarrant, Dallas, and Johnson Counties. Provided strategic/operational oversight of Owner Relations (Customer Service) team for Public Affairs, Community Relations, and Marketing Communications Departments.• Improved resolution time by 90% via template Q&A responses; implemented customer service policies to ensure satisfaction; authored user manuals for faster troubleshooting.• Took an active role in the initial development of the Ask Chesapeake website for educating about gas drilling, driving inquiries, reducing general inquiry calls, complaints, and on-site office visits.• Researched content for Communications & PR Team Townhall presentations to owners, providing industry expertise & advising on community outreach strategies.• Developed and launched in-house CRM database, providing data entry and configuration advice; served as main source of data for trend analysis and data mining for North Texas office.• Resolved complex issues related to natural gas production by researching oil & gas leases, well data, and royalty info; coordinated responses with subject matter experts & delivered in-person, by phone, & in writing.• Analyzed data to create executive-level reports; collaborated with internal departments to assess unresolved issues' effects on lease contracts, royalty payments, drilling ops, and production.

Prepared loan applications, collect documents, run DU/LP/AUS, prepared file for processing, and sent closing cost worksheet to borrowers. • Created financial analysis of reports of residential real estate, borrowers’ financial statements, lease reviews and market research.• Reviewed loan package paperwork for accuracy and reviewed with clients to correct any errors/omissions discovered.• Determined appropriate rate locks, issuance of disclosures, overage, underage and fee waivers.• Researched insurance information and flood certificates.

Executed loan origination process, including ordering and analyzing credit reports, appraisals and title reports; created financial analysis of reports of residential real estate, borrowers’ financial statements, lease reviews and market research.• Determined appropriate rate locks, issuance of disclosures, overage, underage and fee waivers• Researched insurance information and flood certificates• Maintained communication with loan closers, settlement agents, and underwriters to execute proper required delivery of documents for opening, processing and closing documents• Provided support to the loan underwriting staff, including updating loan data into the financial institution’s computers, and assembling of documentation for customer loans• Reviewed and ensured that loan files contained documents with proper signature, dates and other relevant data.

Managed client accounts and projects for the manufacturing of safety wear, uniforms, and company paraphernalia. Established relationships with clients to guarantee successful branding and project execution; assessed product and service needs; developed project plans to meet client objectives.• Worked with teams in Design and Merchandising, as well as international manufacturers to manage the timelines associated with the production calendar. Monitored and managed the product lifecycle from costing through factory shipment.• Coordinated state and international shipping, inbound/outbound deliveries & small package scheduling; generated documentation for work order creation & production scheduling; assisted production team with daily/weekly workflows & associated activities; worked cross-functionally with sales/manufacturing/engineering/operations; provided back-up purchasing support; helped facilitate & drive company culture.• Oversaw warehouse operations for ticketing and shipment information relating to purchase orders placed and communicated directly with the factories to troubleshoot issues.

Processed new loan applications, which included interviewing the client, analyzing credit reports and documentation and offering the best product to meet member needs.• Processed borrower credit information through online approval system; evaluated credit reports, calculated loan-to-values, considered credit and debt to income positions; cross-sold bank products and services.• Informing borrowers about future loan documentation requirements and requests, including borrowers' income and asset information.• Consistently exceeded sales, service quality and productivity goals, quarterly Top Performer Awards recipient.

Primary bank advocate to global Fortune 500 companies - State Farm Insurance, Ford Motor Company, GMAC and Real Estate conglomerates Trammell Crow and Lincoln Property Company. Provided expert financial solutions to clients by assessing needs and offering bank products/services to help accomplish current/future goals.• Maintained client relationships, monitored daily cash position, funds movement transactions and bank balances; and coordinated with Treasury Management and Investor Relations team to maximize cross-sales opportunities. • Assisted clients with account service and maintenance requests, teller transactions, problem resolution, and other transactional needs. • Verified loan documentation and credit information, performed basic accounting functions (i.e., calculating interest, processing wire transfers, approving credit and debit transactions)• Resolved customer issues surrounding consulting, software services, solutions, and products.

Responsible for gathering correct and complete employment application documents from applicant, including those submitted by the field offices, conducted preliminary review of applicant resumes or employment applications to determine if applicant's experiences and skills met the position requirements. • Interviewed candidates to determine their suitability for open positions. • Administered skills evaluation. • Initiated background checks on selected applicants.• Provided potential job applicants information about the Company, policies, benefits, work schedules and information about the work environment.

Managed the property operations and administrative tasks for two commercial buildings; acted as primary contact with tenants; attracted new tenants through advertising, property viewings, and encouraging referrals. Performed periodic regular property inspections. Recommended alterations, maintenance and reconditioning as necessary. • Interviewed tenants and running credit checks; enforced lease agreements.• Addressed tenant complaints and inspecting vacated units; contracted for vendor selection and oversight.• Collected rent, handled issues with late payments, and handled operating expenses.• Maintained records of income, expenses, signed leases, complaints, maintenance, etc.

Managed the payments for 28 commercial facilities and multi-family properties.• Tracked outgoing payments; maintained payment records; verified expense reports; paid vendors and service providers.• Reconciled statements and payment records; analyzed accounts and ensured payment credits are applied correctly.• Streamlined the payment process; corresponded with vendors regarding billing and payments.