Olivia L. Sheppard
Avondale
Summary
Experienced business professional adept in managing high-volume, complex data while ensuring accuracy and efficiency. Skilled in utilizing industry software for data entry and analysis, with a strong grasp of compliance requirements. Known for ability to thrive under pressure and consistently meet tight deadlines, contributing significantly to operational efficiency. With proven problem-solving skills and commitment to continuous learning, ready to deliver top-notch performance in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Processor II
Navy Federal Credit Union
Pensacola
07.2021 - Current
- Coordinate closing process with attorneys, title companies and government clerks.
- Process member transactions accurately and efficiently.
- Review and verify loan documentation for compliance and accuracy.
- Monitored daily workflow to ensure deadlines were met for each stage of the loan process.
- Maintained up-to-date knowledge of credit union policies and procedures.
Account Escalations Specialist
Freedom Financial
Tempe
11.2019 - 06.2021
- Reviewing and disputing account issues, including recalled settlement accounts and unclear payments, until a resolution is obtained.
- Exercise discretion and independent judgment with respect to the database updates, review of settlement and payment information, and timely completion of Cases, email requests/escalations, and projects.
- Prompt resolution of Escalated Account issues submitted by each supporting department within the company.
- Coordinated with other departments to ensure efficient workflow processes.
- Assisted in implementing new tools to streamline the escalation process.
Representative Services Specialist
Mass Mutual
Phoenix
11.2018 - 09.2019
- Meet requirements set by the SEC, FINRA and the IRS and educate Financial Advisors, clients and internal partners of the requirements.
- Analyze client and Financial Advisor needs and Identify opportunities to build rapport, strengthen relationships and effectively and efficiently conduct business.
- Managed client relationships through regular communication and follow-ups.
- Educated clients on product features and benefits of various insurance options.
- Collaborated with other departments to ensure successful implementation of Pro Services solutions.
Branch Office Administrator
Edward Jones
Phoenix
04.2018 - 10.2018
- Coordinate office activities and operations to secure efficiency and compliance to company policies.
- Managed daily office operations for a financial services branch.
- Organized branch events to enhance client relationships and engagement.
- Produced letters, meeting notes, presentations, spreadsheets and other records.
- Supported financial advisors with administrative tasks and documentation.
Escalations Research Specialist
JP Morgan Chase
Phoenix
09.2015 - 10.2017
- Conducted document review, organization and quality control of data acquisition to draw relevant conclusions and direct research activities.
- Mentored junior staff on best practices in research methodologies and analysis.
- Monitored customer service team performance and provided feedback to ensure that established service levels were met.
- Guided employees in handling difficult or complex problems.
- Developed and implemented strategies for handling high-priority escalations.
Education
Some College (No Degree) - Bachelor of Science in Business (Attaining)
University of Phoenix
Tempe, AZSkills
- Workflow management
- Customer relationship management
- Escalation resolution
- Data organization
- Regulatory compliance
- Problem solving
- Effective communication
- Process improvement
- Critical thinking
- Research expertise
- Document management
- Multitasking and organizing
- Research proficiency
- Written communication
Timeline
Processor II
Navy Federal Credit Union
07.2021 - Current
Account Escalations Specialist
Freedom Financial
11.2019 - 06.2021
Representative Services Specialist
Mass Mutual
11.2018 - 09.2019
Branch Office Administrator
Edward Jones
04.2018 - 10.2018
Escalations Research Specialist
JP Morgan Chase
09.2015 - 10.2017
Some College (No Degree) - Bachelor of Science in Business (Attaining)
University of Phoenix