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Address Here


 Analyst position where I can utilize mysolid analytical skills and
high work ethic tomanage detailed work plansand help produce
current state and future state analysis deliverables


c Campbell County Comprehensive High School
High School Diploma ±April 2000

  Efficient in working with Microsoft Word, Excel, Access, Power Point,
SunTrust Banks, Inc. E-Services Systems, Channel Link

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May 2010 í Present SUN TRUST BANK, Cookeville, TN

Temporarily assigned to Channel Link Program as a SME, Business Team
 Researched/analyzed inbound calls for Channel Link to compare the
performance to Platform.
 Coordinated with EBPS Lead on ways to improve the data collection
process for Channel Link to Platform analysis
 Reviewed and revised high level business requirements and rules for
Channel Link R1.2, to ensure they meet current and future business needs.
 Tested the new Channel Link Platform application against specific scripts to
detect defects.
 Proactively helped to identify defects that were not part of the script.
 Was a reviewer for 40 Policies and Procedures for the Channel Link
Platform Project to assure our teammates are receiving a consistent message
against SunTrust Best Practices

December 2006 í May 2010 SUN TRUST BANK CALL CENTER, Cookeville, TN
Online Banking Customer Service Representative
 Took inbound calls from SunTrust current and perspective customers as
well as from SunTrust employees from other departments, related to
SunTrust Online, Mobile and PC banking experiences
 Assisted clients with the basic account or policy and procedure inquiries
 Routinely analyzed current client relationships with the bank and advised
on other SunTrust products that may be beneficial for them
 Performed outbound calls to other departments to help resolve client
problems
 Resolved client escalated issues referred to me by managers or teammates,
which required further research or analysis toprovidea better client
experience and to achieve clients¶ satisfaction with the bank
 Strengthened new hires in On the Job Training Program by acting as their
mentor, explaining SunTrust products and systems in connection with an
exact situation; taught them how to analyze client problems in order for
them to resolve each situation efficiently
 Inspired teammates to reach their monthly goals through mentoring by
providing better solutions for their daily working routineand navigation
between SunTrust systems.
  Analyzedteammate¶s personal style on the phone and advised them on the
points that may be changed or altered in order to achieve higher client
experience and satisfaction.

2004 ± 2006 WAL-MART INC., Knoxville, TN

Assistant Manager
 åormulated budget planning, accounting and payroll.
 Tracked the progress of the budget planning
 Analyzed and interpreted sales trends through daily reporting to facilitate
planning for payroll and store sales.Responsible for lowing payroll
costsbased off these trends. Reduced expenses by 5%
 åorecasted future sales goals by reviewing monthly analysis reports.
Reported these goals to executive level and was responsible to meet or
exceed these goals
 Developed and managed detailed work plans for personnel. Provided
Associates with weekly goals based off of weekly store projections.
 Planned, developed and coordinated events and promotional campaigns by
working with the local newspaper and media.
 Organized and trained Department Managers on sales forecasting and
analysis for their assigned department by having monthly development
courses. Taught intermediate courses of Excel to better assist Department
Managers¶ on forecasting.
 Responsible for overseeing the entire store operationsby ensuring all
company policies and procedure are being followed. Set standards for
following company policies and procedures
 Ensured excellence in customer service and resolved all problems at the
store level. Including high level escalations from the President¶s office
 Interviewed and hired hourly associates for my assigned area
 Handled full and part time shift scheduling of employees and other
personnel issues. Schedules was based off sales trends and business needs.

2001 ± 2004 WAL-MART INC., Knoxville, TN

Remodel Lead/Department Manager
 Set standards and goals by delegating daily tasks for 30 or more employees
 Reviewed daily sales trends to determine a better work flow for the nightly
remodel team
 Reviewed and revised floor plans and schematics to ensure counter setting
met the business need
 Reviewed and analyzed monthly sales reports to meet seasonal business
needs for an assigned area
 Trained and supervised 30 or more remodel team employee
 Assisted in training other Department Managers on forecasting and analysis
reporting.

2000-2001 WAL-MART INC., La åollette, TN

Stocker

 Maintained up-to-date log sheets to include shipper name, purchase order

number, bill of lading number, etc. for UPS and freight.
 Unloaded and stocked merchandise while checking the quantity and quality
of the merchandise.