Tinese Morgan
KENNESAW
Summary
Financial and operations expert with 8+ years of experience in account reconciliation and regulatory research. Proven ability in team supervision, budget management, and process improvement. Skilled in conducting audits and ensuring compliance with legal standards while maintaining confidentiality. Strong communication and critical thinking abilities that enhance stakeholder relationships.
Overview
20
20
years of professional experience
Work History
Call Center Supervisor
Sertec Corporation
04.2019 - Current
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Call Center Agent
Sertec Corporation
03.2019 - 04.2019
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
Front Desk Associate
Fairfield Inn and Suites
07.2018 - 03.2019
- Generated and managed reports daily occupancy, revenue, and audit summaries, assisted management with tracking performance and optimize operations.
- General office duties include answering phones, giving directions and information on the property and the area to guest, handle check-ins and check-outs;
- Ensured guest requests are met, billing instructions are followed, and valid method of payment established;
- Managed discrepancies involving check-in/ check-out process;
Financial Analyst
JP Leasing
07.2015 - 07.2017
- Conducted comprehensive financial analysis to identify operational changes and trends.
- Facilitated efficient month-end closing by reconciling accounts and resolving discrepancies.
- Streamlined financial reporting to enhance decision-making through concise presentations.
- Trained junior analysts on best practices in financial modeling to improve team performance.
Claims Processor Specialist
Senior Whole Health
09.2013 - 06.2015
- Supervised and trained new claims employees on process and standard procedure;
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
Auditor Manager
Stop and Shop Supermarkets
09.2011 - 08.2013
- Negotiated complex decisions with colleagues and senior management to enhance client relationships.
- Reported audit findings to senior management and proposed risk mitigation strategies.
- Directed operational audits, ensuring compliance with laws and regulations.
- Identified and resolved discrepancies in employee hours and pay.
- S synthesized issues and client feedback for audit reporting to business unit and Audit management.
- Managed over 10 funds, proactively addressing issues for seamless operations.
- Drafted audit reports and management letters, providing recommendations for improvement.
- Planned and conducted operational audits focusing on risk assessment and process controls.
Lead Security Operations Analyst
John Hancock
09.2008 - 05.2011
- Delivered results for multiple projects simultaneously, meeting tight deadlines and maintaining high-quality standards.
- Analyzed and streamlined processes to optimize operational efficiency.
- Implemented effective workflow strategies and time management techniques to enhance team productivity.
- Developed custom reports and visualizations to support informed decision-making.
Senior Trade Analyst
Bank of America
01.2005 - 08.2008
- Managed and trained staff of 10 on internal accounting systems and daily functions.
- Monitored workflow to ensure timely safeguarding and receipt of securities and cash.
- Analyzed information flow from custodian banks, portfolio management, and trading to reduce operational risk.
- Cultivated relationships with custodian bank representatives and broker-dealers to support Custody Division initiatives.
Education
Master of Public Administration (MPA) - Public Budgeting & Financial Management
Suffolk University
Boston, MABachelor of Science - Paralegal Studies, African American Studies
Suffolk University
Boston, MASkills
- Leadership and staff development
- Training and coaching
- Employee engagement
- Budget management
- Policy implementation
- Compliance oversight
- Risk assessment
- Data reporting
- Client relations
- Dispute resolution
- Proficient in Microsoft Office
Target Role
- Court Administrator
- Financial & Compliance Oversight
- Project Management
Timeline
Call Center Supervisor
Sertec Corporation
04.2019 - Current
Call Center Agent
Sertec Corporation
03.2019 - 04.2019
Front Desk Associate
Fairfield Inn and Suites
07.2018 - 03.2019
Financial Analyst
JP Leasing
07.2015 - 07.2017
Claims Processor Specialist
Senior Whole Health
09.2013 - 06.2015
Auditor Manager
Stop and Shop Supermarkets
09.2011 - 08.2013
Lead Security Operations Analyst
John Hancock
09.2008 - 05.2011
Senior Trade Analyst
Bank of America
01.2005 - 08.2008
Bachelor of Science - Paralegal Studies, African American Studies
Suffolk University
Master of Public Administration (MPA) - Public Budgeting & Financial Management
Suffolk University
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