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Click here or scroll down to respond to this candidate|3300 Forest Edge Ct. |
|Richmond, VA Street Address |
|Mobile: PHONE NUMBER AVAILABLE |
|Email: EMAIL AVAILABLE |
Delaney
Freeman
Profile:
I am a reliable, capable and enthusiastic leader who is able to take on any
management and coordinating duties of any leadership role. I possess
extensive experience of supporting, developing and driving business
objectives in daily operations. Also, I have a track record of coming up
with practical improvement initiatives which enhance a company's overall
effectiveness and harnesses the latent potential in business processes.
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Core Competencies:
Operations Management Data Aggregation
Training/Coaching
Process Improvements Process Documentation Critical Problem
Solving
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Operations Supervisor-Capital One
Aug 2009-Present
. Reengineered customer disclosures to create intuitive understanding
for next steps, increase customer experience and to clarify customer
instructions/requests to reduce re-work to lower processing turnaround
time by 1-3 business days
. Developed escalation process for International Wire Disputes that
reduced Customer Advocacy/regulatory complaints to 0, so far for 4th
quarter in Wires operations
. Drove quality infractions on stop payments errors down, for Bill Pay
claims intake by 50% in the month of October with conducting refresher
training and creating an intuitive decision matrix for agents to use
. Coached, developed and calibrated on strengths/opportunities for up to
25 agents on taking on new claim intake workflow for our Claims
Operations team and was successfully launched without any regulatory
infractions for launch month
. Achieved satisfactory audit rating from CFPB regulatory audit group
for my line of business as Process Lead by defining process hierarchy,
enclosing on gaps in process documentation and developing new process
documentation (Swim lanes, SIPOC, CTQ's and Control Plans)
. Manually aggregated data for efficiency and sign-on metrics on a bi-
weekly cadence with providing key insights for operational levers
GHR Specialist-SunTrust Mortgage
May 2009-Aug. 2009
. Supervised quality control of purchased loans inputted into database
and was able to push team to high quality and productivity case goals
with sharing best practices
. Drove error reduction by communicating errors in underwriting files
with creating a feedback loop with management and discussing common
operational issues
Senior Account Executive-HSBC Consumer Lending
Jul. 2008-Apr. 2009
. Led an executing sales for mortgage and unsecured lines of credit
(+$600,000/sales quarter), by leveraging HSBC credit card portfolio
relationships for sales leads
. Boosted cross-sell product sells by 27%, for sales team by reviewing
sales prospects credit profiles to build a need for credit protection
services
Special Finance Consultant-Dominion Auto Group Oct.
2006-Jul. 2008
. Rose sales by 8 additional finance contracts per month for sub-prime
auto loans by building strong relationships with sub-prime banks and
credit unions to purchase negotiated terms and agreements
. Received 100% rating for customer experience in auto purchasing
process by giving customers transparent communication and informative
credit insights to their credit profile
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Education History:
Virginia State University 2006
Bachelor of Science Marketing
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Awards:
Dispute Ops SPOT Bonus Award
Card Sales Ops Excellence Recognition
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Technical Skills:
VBA, SAS, and SQL (Intermediate)
Microsoft Office Suite (Word, Excel, Powerpoint)
Microsoft Visio
SharePoint Designer
Data Analysis & Reporting
Avaya IP & Avaya CMS
Business Process Management Certification (In Progress)
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