SchoolsFirst FCU

March 2022 to Current:

Wells Fargo Bank

November 2015 to March 2022:

Bank of America

September 2011 to November 2014:

Sr. Member Service Representative III.

Job Function:

·         Provided Tier 1 technical support to members, resolving issues with mobile and online banking platforms, including device configuration, password resets, and secure account access, ensuring data protection and privacy standards.

·         Conducted research and QA testing on digital banking features to identify and remediate user experience issues, reducing member support escalations by approximately 15%.

·         Designed and implemented Excel-based auditing tools for DMV and new membership verification processes, enhancing data accuracy and streamlining regulatory compliance workflows.

·         Supported end-user hardware troubleshooting, including printers, workstations, and peripherals, minimizing system downtime and increasing operational efficiency.

·         Collaborated with leadership to design and launch an internal recognition program, contributing to improved team engagement and productivity.

·         Delivered financial planning consultations using member assessments, ensuring services aligned with privacy policies and institutional guidelines.

Relevant Technologies: Excel Macros, Microsoft Office Suite, Online Banking Tools, Secure User Access, QA Testing, Windows OS, Hardware Troubleshooting

Licensed Personal Banker.

Job Function:

·         Delivered IT support for customer-facing systems, resolving issues with tablets, network devices, and authentication platforms while ensuring secure system access and adherence to security protocols.

·         Provided one-on-one digital banking support, guiding users on browser settings, app installations, account recovery, and cybersecurity best practices to reinforce safe customer behavior.

·         Developed Excel-based databases to improve sales tracking and implemented automated workflows using Visual Basic macros, saving 10+ hours of manual entry per week.

·         Conducted onboarding for new hires, training them on operational risk, internal controls, and digital tool usage to reduce policy violations and increase compliance readiness.

·         Maintained continuous awareness of evolving digital threats and implemented strategies to reduce account recovery issues and unauthorized access attempts.

Relevant Technologies: Visual Basic, Excel Automation, Secure Device Management, Compliance Tools, Customer Support Portals, Digital Banking Systems

Mortgage Services Specialist Project Manager.

Job Function:

·         Provided technical support for branch relocations, configuring PCs and resolving network and connectivity issues to minimize disruptions to operations and internal communications.

·         Managed a 30-member team to ensure compliance with federal and internal policies related to mortgage services and data handling.

·         Designed and implemented cross-functional training programs for 20+ new employees with a focus on risk mitigation, compliance, and process security.

·         Led process audits and quality reviews on 30+ calls per day to identify gaps and reduce security-related errors.

·         Collaborated across departments to implement secure, scalable solutions aligned with operational and compliance objectives.

Relevant Technologies: PC Imaging & Setup, Network Configuration, Compliance Software, Team Communication Platforms, Performance Monitoring Tools