Cathy Healey

Background

About Cathy Healey

Bank Operations Manager | Call Center | Product Development | Business Analyst and Project Management | System Conversions | Treasury Management | Compliance • Treasury Management operations professional with vast experience in business online banking, training, technical writing, conversions, forms, and process improvements. • Compliance training and monitoring especially AML, Regulation CC, Regulation D and FDIC requirements as it pertains to deposit products. • Senior level Customer Service and Operations Manager with a passion for driving customer service excellence in all aspects of the customer experience. Subject matter expert in the development of service standards for all customer touch points. • Proven track record of initiating, developing, launching and improving operations, processes and programs that drive customer satisfaction and achieve organizational goals. • Experienced in all aspects of call center development and management. • Key role in 11 bank mergers concentrating on best practices, documentation, interdependencies across other business units, system studies and training. • Drives a culture of engagement through a deep commitment to promoting ongoing development of all staff and a culture where they feel valued and supported. • Exceptional ability to create, develop and deliver training programs and provide ongoing support to internal and external customers. • Highly organized with strong influencing skills; proven ability to manage large scale projects within budget and on time. • Highly skilled in applying computer applications to streamlining and increasing quality; proficient in Microsoft Office, PowerPoint, Excel, Word, internet, Outlook, Fedline, Fiserv Solutions, EFT.