This document is a resume for Marie Harris summarizing her professional experience in management, training, and customer service roles over 20 years working for large financial institutions. She has extensive leadership experience managing teams of 10-25 employees and has developed skills in project management, employee training, and resolving customer inquiries. Her background demonstrates strong adherence to compliance policies and proficiency with software applications.

1. Marie Harris
1824 Estrada Pkwy, 1068
Irving, TX 75063
Home 972-824-1838
marieprharris@yahoo.com
SUMMARY
Business professional with extensive experience in management, training, and
customer service. Dedicated team leader with research / investigative skills and ability
to lead teams consisting of 10-25 employees. Demonstrates strong adherence to
company policies and procedures. Proficient in Microsoft Word, Excel, and Lotus Notes.
Additional skills include:
PROFESSIONAL EXPERIENCE
Humana, Irving, TX.
Customer Care Specialist, September 2014 - Present
 Receive, document and resolve member and provider inquiries by using
established best practices
 Manage inbound and outbound contacts; including conducting a Health Risk
Assessment to eligible members
 Build lasting relationships with Humana's members and providers
 Educate members, providers and employers about Humana's products and
services over the telephone and online (email)
BNYMellon Bank, Irving, TX.
Operations Supervisor, June 2010 - June 2014
Established in 2007 from the merger of Mellon Financial Corporation and The Bank of
New York Company, Inc., BNY Mellon is a leading investment management and
investment services company, uniquely focused to help clients manage and move their
financial assets and succeed in the rapidly changing global marketplace. Headquartered
in New York, BNY Mellon has $25.8 trillion in assets under custody or administration
and $1.26 trillion under management.
 Operations Supervisor? Managed and developed employee performance,
ensuring timelines and quality were achieved throughout the department.
 Manage a night shift of 22 employees in Doc Custody, which included vault
employees.
 Review loans for multiple customers under the customers review guidelines,
while following the Ginnie Mae, Fannie Mae and Freddie Mac guidelines.
 Oversees projects of 1500 - 10,000 loans being sold and having to be reviewed
under the new clients review criteria
 Developed an overview training course for Doc Custody, trained all new hires to
review loan documents such as new collateral loans, able to reinstate loans and
all trailing docs that are received behind the note.

2. JPMORGAN CHASE BANK, Dallas, TX
Operations Supervisor/Team Lead/ Customer Care Specialist, January 1995 -
January 2008
Leading global financial services firm with assets of $2.0 trillion. Investment banking,
financial services for consumers, small business and commercial banking, financial
transaction processing, asset management and private equity.
 Managed and developed employee performance, ensuring timelines and quality
were achieved throughout the company.
 Advised project teams with documentations for new systems, provided details
and reports for testing requirements.
 Assisted with projects for fraudulent wires, worked with security to track wires to
fraudulent accounts, researched wires that were placed in erroneous accounts.
 Developed job aids and facilitated training classes for new hires and current
employees.
 Introduced cross training to improve understanding and performance in all
aspects of the job.
 Reported data to employees and management regarding daily, weekly, monthly
stats. Maintained monthly audits on employee progress.
 Clarified wire transfer processes to internal departments, ensuring smooth
transfer of monies.
 Assisted employees with escalated difficult customers, resolving inquiries to
customers' satisfaction.
EDUCATION
University Of Phoenix
Northlake Community College
SUMMARY
PROFESSIONAL DEVELOPMENT
 Preventing Workplace Harassment
 The Employees Role / The Managers Role
 Essential Employee Relations Skills for Managers
 Communicating Effectively: The Employees Role
 Managing Challenging Performance Situations
 Communicating Essentials for Managers
 Setting Objectives: The Managers Role
 Manager Corrective Action Overview
 BSA / OFAC / Wire Fraud Training/Know Your Customer
 Managing Difficult Performance
 Managing Change/ Leading Change