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SunTrust Online

Apr 2015Apr 2016

Business Care Representative

  • Consistently delivered exemplary levels of client service responding effectively to client inquiries, including escalated issues
  • Maintained detailed and up-to-date knowledge of products and services facilitating efficient communication to client, through careful interpretation and analysis of client needs. 
  • Consistently monitored processes as well as procedures to ensure full compliance to state and federal banking and telecommunications regulations.
  • Engaged in prospecting and client service inquiry reply calls as needed, answered inbound calls for select business client portfolio
  • Resolved operation errors and client disputes
  • Completed research requests and data entry task
  • Identified and resolved malfunctions pertaining to system access for clients,
  • collaborating with agents and the engineering/product development teams.
  • Supported financial management software such as QuickBooks and provided tips to help clients discover additional features within their software resulting in increased business and streamlined banking process
  • Facilitated first time use Online Treasury Management platform, mobile deposit, and Payroll within client accounts
  • Directed and supported other agents as mentor and subject matter expert in managing escalated issues.
  • Routinely worked with Tier 3 agents and engineers to troubleshoot and resolve emerging issues.

US Bank

Oct 2012Jan 2015

Web-Channel Account Executive

  • Swiftly responded to internet sales opportunities
  • Assisted in the coaching and development of associates
  • Followed bank operational procedures and regulations
  • Increased client satisfaction, explained bank policies
  • Originated mortgage loan applications and followed up with clients
  • Implemented first contact/call resolution philosophy to focus on client
  • Developed consumer and business-to-business relationships
  • Originated and processed various loan applications
  • Consistency met goals on client feedback surveys
  • Followed bank operational procedures and regulations
  • Managed client resolution process , including fee refund requests procedures with a focus on increased client retention for cost center

Office Assistant

  • Acted as assistant to office manager at Center for Autism and Related Disabilities
  • Monitored and managed student enrollment applications
  • Maintained comprehensive updated information on campus programs, services, departments, procedures, and student organizations
  • Provided support for admissions and registration department staff
  • Participated in Federal Work-Study program

Admissions Student Assistant

  • Maintained accurate records, reviewed entries and updated student information
  •  Efficiently monitored and managed student enrollment applications
  • Accessed, entered, and retrieved data from the system including: admissions application, placement test scores from official transcripts (SAT, ACT), financial aid information, documentation and staff comments, and college transcripts
  • Worked in collaboration with Dean's office staff  to promote individual student success. Assisted other students in the positive resolution of challenges and barriers on the path to college graduation
  • Participated in Federal Work-Study program




Hardware/Systems Multiplexers, PC/Server, Admin, Routers, Switches, IP

Telephony, Mac, Windows, Linux Distributions (Ubuntu server, Debian), Symantec safeguards



Oracle 10G, MS Access

Oracle Siebel,, Argo, SAP

Interpersonal Communications Client Relations, Opportunity Identification, Profit Generation, Lead generation, Team Collaboration

Professional Development

Association of Information Technology Professionals (AITP)
Student Member

Generational Diversity Network
SunTrust Banks Employee Development Group
Millennial Teammate Volunteer

4-H Financial Literacy Council
Bank representative and Volunteer

Innovative Changes, Inc
Non-Profit Organization Representative

Volunteer Financial Development Coach