Cincinnati Metropolitan Area
Successful business collaboration hinges on the establishment and nurturing of effective communication. Over the course of my career, I have attained substantial experience as a content development and business operations professional, demonstrating a consistent record of accomplishments in the financial, publishing, and hospitality sectors. Across a variety of roles, I have excelled in generating top-tier content, overseeing record management efforts, conducting control analyses, and leveraging industry expertise to support colleagues engaged in customer interactions. Additionally, I have held roles with a primary emphasis on enhancing the customer experience, consistently yielding favorable outcomes in these domains. My areas of expertise include: ✔Internal Communications ✔Technical Writing ✔Operations Management ✔Controls Analysis ✔Risk and Control Self-Assessment (RCSA) ✔Credit Products ✔Collections ✔Project Management ✔Compliance & Risk Management ✔Colleague Learning & Development I am available to discuss new opportunities in the Greater Cincinnati area or remote opportunities. Please contact me at [email protected]. #opentowork Technical Skills: ✔Salesforce ✔Adobe (Acrobat, Workfront) ✔WordPress ✔MS Office (Word, Excel, SharePoint, PowerPoint, Outlook, Teams) ✔HTML Scripting ✔Atlassian Confluence ✔Microsoft Power BI
Communication creation, information management, and account analysis in support of customers and colleagues. Demonstrates proficient content writing, editing, and creative skills, in addition to capacity to perform knowledge management, control testing, and banking operations tasks.
Collaborated with experts and stakeholders to create operational communications and reference materials for various departments, ensuring employee guidance and enhancing customer experience. - Revamped and maintained the department Style Guide to make communication creation simpler and standardized within the team. - Led Risk Management initiates to ensure that all non-voice assets and customer letter templates followed the Risk and Control Self-Assessment (RCSA) guidelines.
Identified, analyzed, and reported the causes of risk events, completing 6-8 control tests per month and presenting findings monthly to ensure compliance with standards teams. - Discovered several high-risk events, including a major issue pertaining to improper management of SCRA accounts and issues involving service level agreement (SLA) guidelines for incoming correspondence. - Developed test designs to enhance Control & Governance training support.
Updated credit card accounts based on incoming correspondence and customer requests within applicable Service Level Agreement (SLA) deadlines. Supported Collections colleagues through management of backline functions. - Achieved and maintained a 100% Quality Score reviewing customer correspondence, account remediation requests, and account settlement proposals. - Assisted in the onboarding and ongoing training of team members, including travel to other sites to conduct training. In previous role as Collections Account Manager: Serviced Barclaycard™ Collections accounts through inbound and outbound phone calls. Collected payments and provided account information while ensuring exceptional customer service.
Managed and maintained a regional territory working directly with schools to schedule and develop strategies for successful book fair events.