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Lesley S. Faichney
417 Cameron Bridge Way
Johns Creek, GA 30022
(404) 680-6523
lfaichney.lf@gmail.com
Technical Summary
●Customer Service /Presentation Skills ●Training and Development
●Long Term Care/Assisted Living ●Project Management Methodology
●Windows XP/Vista ●Help Desk/Technical Support
●Project Coordination ●Web-Based Application Technologies
●Human Resource Generalist ●Quality Assurance/Product Management
●Risk Management ●Office Management/Personnel Management
●Program Management ●Microsoft Office Suites (Excel, Word, Outlook, PowerPoint)
Education
Winthrop University-Rock Hill, SC Art Institute of Atlanta, GA
BS, Business Administration Certified Culinarian (1999-2001)
Georgia Board of Nursing Home Administrators – Atlanta, GA
Licensed Nursing Home Administrator (2007-2013)
Professional Experience
REGIONS FINANCIAL CORPORATION- Roswell, GA
Senior Vault Teller /Customer Service Consultant [2013- Present]
• Ensured a high level of customer service to maximize productivity.
• Provided customer service support to team members, customers, and/or direct phone-based customer
interaction to answer and resolve a wide variety of Regions customer inquiries.
• Responsible for providing input on individual and team goals for developing organizational capability, and
modeling how to work together.
• Prepare and process incoming and outgoing shipments for branch, via outside vendor, to ensure appropriate
working supply of branch funds.
• Assisted with the tasks of safe deposit maintenance, merchant/vault transactions, converting bonds, foreign
currency and night drop within Regions Standard Operating Procedures.
• Process transactions while providing information regarding products and services to customers based upon
their needs.
• Balance cash items, teller over/short report, money orders, cashier’s checks, savings bonds and adhere to all
branch procedural controls.
• Identify customer potential product/service needs and support delivery of appropriate bank services by
referring clients to the platform team for further consultation.
• Plan identify, communicate, and delegate appropriate responsibilities and practices to the Bank partners to
ensure smooth flow of operations.
WELLS FARGO FINANCIAL INSTITUTION –Roswell, GA
Banking Associate/Customer Service Consultant [2012-2013]
• Provided quality customer service by assisting with processing customer transactions within established
guidelines to ensure customer satisfaction.
• Determined appropriate action to be taken on customer's behalf, which may include problem determination
and appropriate next steps.
• Identified customer needs by obtaining and evaluating customer information and developing recommendations
to match and satisfy customer needs.
• Responsible for customer sales referrals, recommends alternate channels, cross-sells bank services and
products for Wells Fargo partners and customers.
• Assisted with the tasks of safe deposit maintenance, merchant/vault transactions, converting bonds, foreign
currency and night drop with in Wells Fargo Standard Operating Procedures.
• Accountable for meeting established individual and team performance targets, which include customer service,
productivity, and quality standards.
CRESTVIEW HEALTH AND REHABILATION CENTER- Atlanta, GA
Director of Quality Life Programs/Training and Development [2002- 2011]
• Oversee the Independent and Senior Living Programs, Training and Development for the office/facility staff.
• Responsible for setting goals for team groups, developing organizational capability, and modeling how to work
together.
• Prepared and maintained daily, weekly, monthly and quarterly reports.
• Reviewed and analyzed incoming correspondence, submissions, and reports to determine their significance and
determines distribution thereof in accordance with Crestview’s expectations.
• Managed multifunctional departments including Resident Advocacy, Recreation Therapy, Social
Services/Escorts, Security Services and Environmental Services operations.
• Oversee all aspects of programs within the Grady’s Long Term Care Facility, including but not limited to,
budgets, billing, schedules, training, manner in which services are provided, hiring and supervision of
management and administrative staff, and new client assessments.
• Analyzed training needs of 300 + Skills Networks and identify training gaps throughout the organization.
• Developed and managed project plans to create and deliver training content within defined timeframes.
• Ensured internally developed courses deliver consistent messages that are aligned with the Crestview’s policies,
strategies and core values.
• Conducted follow-up studies of all completed training to evaluate and measure results modifying programs as
needed to ensure effectiveness and efficiency
• Investigated and resolved complaints by or on behalf of the residents discovered during Quality Assurance
Checks. Perform Quality assurance checks for all clients served.
• Implemented new ideas and resources to improve services provided to the clients and Provided Leadership to
the Management and Administrative team.
• Attended vendor meetings, regional group networks, outside trainings, and collaborated with the Regional
Center and other outside agencies in an effort to grow all programs.
• Performed leadership and managerial duties including budget forecasting, employee training and development,
policy development and implementation.
• Responsible for promoting ethical, innovative, professional, and compassionate care within a homelike
environment that nurtured the physical, social and emotional needs of residents, families and staff.
• Worked as liaison for local, state and community personnel to better meet the needs of residents.
• Conducted and monitored individual resident's history and preference documentation, service plans,
appropriate program offerings for large and small groups, as well as, specialized individual needs/interests.
CRESTVIEW HEALTH AND REHABILATION CENTER- Atlanta, GA
Activity Manager/Training and Development [1995- 2002]
• Successfully managed Activity Team in providing exceptional daily recreational and quality of life events for
residents and family members.
• Managed volunteers (individual and group) that provided community programs and services for residents.
• Provided onboarding orientation/training to all volunteers to ensure understanding of organizations policies
and procedures.
• Facilitated and mediated grievances filed by residents and family members to obtain the best possible
resolution.
• Analyzed the needs of the organization and identified, develop, and implemented training programs primarily
for the organization utilizing various delivery media.
• Collaborated with senior executives and departmental managers to align training goals with overall corporate
and departmental objectives while ensuring a return on investment.
• Conducted assessments of skill levels, product knowledge and training needs of different groups of employees
(i.e. entry level, department, etc.) and identifies training priorities for groups of employees who make the
greatest contribution to achieving business goals.
• Conducted follow-up studies of all completed training to evaluate and measure results modifying programs as
needed to ensure effectiveness and efficiency.
• Provided administrative support for senior executives.
SEARS CREDIT –Tucker, GA
Customer Service Lead [1990-1995]
● Provided training, direction and communication to employees so that calls are answered in a timely manner.
● Provided continual evaluation of process and procedures to improve efficiency and service customers.
● Provided statistical and performance feedback and coaching on a regular basis to each team member.
● Wrote and administered performance reviews for skill improvement.
LFaichney Resume Jan 2015

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LFaichney Resume Jan 2015

  • 1. Lesley S. Faichney 417 Cameron Bridge Way Johns Creek, GA 30022 (404) 680-6523 lfaichney.lf@gmail.com Technical Summary ●Customer Service /Presentation Skills ●Training and Development ●Long Term Care/Assisted Living ●Project Management Methodology ●Windows XP/Vista ●Help Desk/Technical Support ●Project Coordination ●Web-Based Application Technologies ●Human Resource Generalist ●Quality Assurance/Product Management ●Risk Management ●Office Management/Personnel Management ●Program Management ●Microsoft Office Suites (Excel, Word, Outlook, PowerPoint) Education Winthrop University-Rock Hill, SC Art Institute of Atlanta, GA BS, Business Administration Certified Culinarian (1999-2001) Georgia Board of Nursing Home Administrators – Atlanta, GA Licensed Nursing Home Administrator (2007-2013) Professional Experience REGIONS FINANCIAL CORPORATION- Roswell, GA Senior Vault Teller /Customer Service Consultant [2013- Present] • Ensured a high level of customer service to maximize productivity. • Provided customer service support to team members, customers, and/or direct phone-based customer interaction to answer and resolve a wide variety of Regions customer inquiries. • Responsible for providing input on individual and team goals for developing organizational capability, and modeling how to work together. • Prepare and process incoming and outgoing shipments for branch, via outside vendor, to ensure appropriate working supply of branch funds. • Assisted with the tasks of safe deposit maintenance, merchant/vault transactions, converting bonds, foreign currency and night drop within Regions Standard Operating Procedures. • Process transactions while providing information regarding products and services to customers based upon their needs. • Balance cash items, teller over/short report, money orders, cashier’s checks, savings bonds and adhere to all branch procedural controls. • Identify customer potential product/service needs and support delivery of appropriate bank services by referring clients to the platform team for further consultation. • Plan identify, communicate, and delegate appropriate responsibilities and practices to the Bank partners to ensure smooth flow of operations. WELLS FARGO FINANCIAL INSTITUTION –Roswell, GA Banking Associate/Customer Service Consultant [2012-2013] • Provided quality customer service by assisting with processing customer transactions within established guidelines to ensure customer satisfaction. • Determined appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. • Identified customer needs by obtaining and evaluating customer information and developing recommendations to match and satisfy customer needs. • Responsible for customer sales referrals, recommends alternate channels, cross-sells bank services and products for Wells Fargo partners and customers. • Assisted with the tasks of safe deposit maintenance, merchant/vault transactions, converting bonds, foreign currency and night drop with in Wells Fargo Standard Operating Procedures. • Accountable for meeting established individual and team performance targets, which include customer service, productivity, and quality standards.
  • 2. CRESTVIEW HEALTH AND REHABILATION CENTER- Atlanta, GA Director of Quality Life Programs/Training and Development [2002- 2011] • Oversee the Independent and Senior Living Programs, Training and Development for the office/facility staff. • Responsible for setting goals for team groups, developing organizational capability, and modeling how to work together. • Prepared and maintained daily, weekly, monthly and quarterly reports. • Reviewed and analyzed incoming correspondence, submissions, and reports to determine their significance and determines distribution thereof in accordance with Crestview’s expectations. • Managed multifunctional departments including Resident Advocacy, Recreation Therapy, Social Services/Escorts, Security Services and Environmental Services operations. • Oversee all aspects of programs within the Grady’s Long Term Care Facility, including but not limited to, budgets, billing, schedules, training, manner in which services are provided, hiring and supervision of management and administrative staff, and new client assessments. • Analyzed training needs of 300 + Skills Networks and identify training gaps throughout the organization. • Developed and managed project plans to create and deliver training content within defined timeframes. • Ensured internally developed courses deliver consistent messages that are aligned with the Crestview’s policies, strategies and core values. • Conducted follow-up studies of all completed training to evaluate and measure results modifying programs as needed to ensure effectiveness and efficiency • Investigated and resolved complaints by or on behalf of the residents discovered during Quality Assurance Checks. Perform Quality assurance checks for all clients served. • Implemented new ideas and resources to improve services provided to the clients and Provided Leadership to the Management and Administrative team. • Attended vendor meetings, regional group networks, outside trainings, and collaborated with the Regional Center and other outside agencies in an effort to grow all programs. • Performed leadership and managerial duties including budget forecasting, employee training and development, policy development and implementation. • Responsible for promoting ethical, innovative, professional, and compassionate care within a homelike environment that nurtured the physical, social and emotional needs of residents, families and staff. • Worked as liaison for local, state and community personnel to better meet the needs of residents. • Conducted and monitored individual resident's history and preference documentation, service plans, appropriate program offerings for large and small groups, as well as, specialized individual needs/interests. CRESTVIEW HEALTH AND REHABILATION CENTER- Atlanta, GA Activity Manager/Training and Development [1995- 2002] • Successfully managed Activity Team in providing exceptional daily recreational and quality of life events for residents and family members. • Managed volunteers (individual and group) that provided community programs and services for residents. • Provided onboarding orientation/training to all volunteers to ensure understanding of organizations policies and procedures. • Facilitated and mediated grievances filed by residents and family members to obtain the best possible resolution. • Analyzed the needs of the organization and identified, develop, and implemented training programs primarily for the organization utilizing various delivery media. • Collaborated with senior executives and departmental managers to align training goals with overall corporate and departmental objectives while ensuring a return on investment. • Conducted assessments of skill levels, product knowledge and training needs of different groups of employees (i.e. entry level, department, etc.) and identifies training priorities for groups of employees who make the greatest contribution to achieving business goals. • Conducted follow-up studies of all completed training to evaluate and measure results modifying programs as needed to ensure effectiveness and efficiency. • Provided administrative support for senior executives. SEARS CREDIT –Tucker, GA Customer Service Lead [1990-1995] ● Provided training, direction and communication to employees so that calls are answered in a timely manner. ● Provided continual evaluation of process and procedures to improve efficiency and service customers. ● Provided statistical and performance feedback and coaching on a regular basis to each team member. ● Wrote and administered performance reviews for skill improvement.