BARBARA E.

PROVO
10400 SE Cook Ct. Unit # 143
Milwaukie, OR 97222
Ph: 503-314-6482
Objective:
A challenging position where I can utilize my business education, extensive busi
ness experience, and one that will provide personal growth and development and h
elp others succeed in the process.
Education:
Warner Pacific College - Portland, OR - Bachelor of Science - Business Administr
ation
Skills:
Effective communication and organizational skills
Skilled in Fundraising for Non-Profit groups
Skilled in effectively resolving complex customer issues and concerns
Skilled in opening loans and completing the closing process
Skilled in spreading financials and underwriting loans based on Credit criteria
Coordination and completion of multiple schedules and complex tasks
Proven ability to effectively train, coach and supervise personnel
(Individually and in Call Center setting)
Experienced in handling confidential, legal and ethical issues
Multiple years as bookkeeper
Computer proficient in most programs and databases
Proven ability to read, interpret and write technical journals
Familiarity with regulations governing banks
Multi Task several projects ongoing
Experienced in managing an office
Adept at prioritizing and handling multiple tasks
Work Experience:
Primerica Financial Services - Portland, OR
Financial Services - owner
I handle all issues that relate to the business and work. Train team in how to d
o the business. Teach them how to be effective on the phone and in person. I ma
intain records required by the regulators, and stayed within guidelines and laws
regarding my business. I had to prioritize everything in my day so I was as ef
fective as possible. It was mandatory I follow up with my customers, or I would
not have been able to accomplish anything. Maintained and implemented several
projects ongoing at one time. Complete all ordering of supplies and training ma
terials. Manage and maintain the office to meet compliance guidelines. Some da
ys were more stressful than others, but I considered it a challenge.
Internal Revenue Service - Portland, OR
Customer Service Tech
Duties included Answering phones as a customer service tech in the call center.
We had various teams that we were stationed with and they used me as a go to pe
rson for questions on my team. We had several laws we had to adhere to, and we
never had any problems. Daily we reported our numbers accomplished that day.
I dealt with all the questions from inbound callers, asking them questions to fi
nd the real issue and found resolution. I also helped people determine what the
y needed by going through a myriad of questions to determine what they were enti
tled to claim on their taxes. If they were sent to the wrong area, I transferre
d them on helping them as best I could before transferring them. I strove to al
ways find the information they needed, so they wouldn't have to be transferred a
gain.
First Student - West Linn, OR
Special Needs Driver
Had a route where I drove special needs kids to and from school and designated a
ctivities. Was responsible for pre-tripping my bus to verify it was in good wor
king order and would not break down with kids on it. Drove, severely handicappe
d, as well as, autistic kids. Transported a DNR child, to and from school until
he graduated, as he was terminally ill.
Kelly Services - Portland, OR
Temporary Worker
Positions held:
US Bank - Portland, OR
US Bank - Portland, OR
AIC Auctioneers Portland, OR
Norm Thompson, Flag Ship Store 2005-06 - Left when Flag Ship store closed 06
Bookkeeper - WC Earhart - Portland, OR 2006 - Left due to Union Layoff after hir
ed
OHSU - Patient Office Specialist 2006-07 - Left when term of assignment ended
Oregon Steel Mills - Exec Asst to VP of Plant - 2007 - Left when assignment ende
d
Axs Advisors - Miscellaneous Duties - 2007 - Short Term
Ricoh Business Solutions - Meter Calls - 2007 - Short Term

US Bank - Portland, OR
Team Mgr. - Commercial Loans
I was responsible for escalated issues, anything that was considered High Risk i
ssues related to Commercial Banking. My team handled a variety of tasks that in
cluded - ACH (Automated Cash Handling) for various businesses and business group
s, Exception Issues, Past Due Accounts and Loan-in-Transit issues. Trained my s
taff and cross-trained them to handle anything the department dealt with. My ul
timate responsibility included managing the Past due call center personnel. Coac
hed staff to help them develop to their full potential, and stressed the importa
nce of setting goals and high expectations. My team always exceeded the expecta
tions and set multiple records for the department. I also coached my team month
ly.
I managed their workflow and work queues moving from one person to another as wo
rkflow dictated, delegated work from the department shared mailbox, each person
had one week they were responsible for handling the items coming into the mailbo
x. They would escalate to me if it was something they couldn't handle. My team
reported to me daily their numbers and I in turn, reported to my management, da
ily, weekly and monthly numbers. Monthly I gave management an estimate of what
numbers I thought would be collected. My team always surprised me and surpassed
the expectation. They always rose to the occasion. I also cross trained my
staff so each person could do the other person's job if need arose.
I also was given the task of writing the SOP's for my department because it was
a new department and there were no guidelines. I wrote the operating procedures
for my management and then we were given the SLA's for our team. Our team had
the best record for collections of any team. In our Commercial Loan portfolio,
it was several hundreds of millions at the beginning of the month and by the en
d of the best month ever, it was down to $700,000. My team met and exceeded al
l the records previously set in our department. They were so good at their jobs
because they were cross trained that we never had any audit issues.
We had a weekly "round table" that I implemented for talking about issues that
were happening with the team. We handled them in a "safe" atmosphere, because e
verything was "off the record". No one felt like they couldn't be honest and it
fostered a terrific work atmosphere. We worked great together and still were h
eld accountable for their SLA's and numbers daily. We worked hard and celebrate
d hard.
Previously, I was an underwriter for commercial loans. I looked at extending cr
edit based on credit score and the 5 C's of credit. Spread financials when it wa
s necessary to do so.
As a renewal specialist, I assisted the loan officers get the loans renewed in a
timely manner. When the loan paperwork was completed and sent back in, audited
it for completeness before forwarding it on to the boarding department.
Worked for several years in the IT department, writing programs to help our depa
rtment streamline our processes and make us more efficient.
When I was in the branch, I held multiple positions. I came to the bank as a br
anch secretary working for 14 loan officers. I computerized the branch loans, b
oth consumer and commercial, and personnel files to update the branch processes.
I was Asst. Operations. Responsibilities included running teller row smoothly an
d efficiently, as well as keep the branch in compliance. Worked as a Personal B
anker and earned a promotion to Officer from that position. Once I earned my off
icer title, Customer Service Manager, I was in charge of the platform and branch
training. I also facilitated the monthly branch meetings and implemented the "
round table" concept. It was a safe place to talk about concerns, off the recor
d. I was also given loan officer responsibilities and went out on client calls
to bring more business into the bank. I almost always beat my loan goals each
month. Once the loans were underwritten and approved, I closed the loans and dis
bursed the funds.
I am a great organizer to simplify work. I have always believed in cross-traini
ng my teams. There is less panic, because you always have someone who can fill
in when need arises. It stretches employees to new heights and makes them a mor
e valuable employee.
In my years at US Bank, I have held a myriad of positions, including IT Manager
for our email system, wrote and delivered training for the systems concerned. M
y training also included training the CEO of the bank.
Telemarketer trainer, in a calling center, wrote scripts, managed workflow and t
rained new personnel. Set forth expectations for new telemarketers as part of t
he group.
Business Line Trainer - 5 months while trainer was on maternity leave. I have w
ritten two technical manuals for use in the department.
Prior to US Bank, I have experience in outside sales, Liaison Officer and Traini
ng Manager for the Defense Intelligence Agency, while in the US Navy, stationed
at the Pentagon in Washington, DC. I managed the liaison office, and was the go
to person for all our divisions. Compliance to regulations and technical writi
ng while in that position, were a large part of my job. I also hand picked the
new people getting assigned to our divisions based on their credentials. My man
ager used to sketch some words on a piece of paper and I would send out letters
based on his few words.
I have always had a great command of the English language and feel that my succe
ss with my teams is because I have learned to communicate effectively. I have a
lways been the go to person and I guess it is because I genuinely like people an
d they can tell I do.
Have multiple years as a bookkeeper for a mechanical engineering firm and the Am
erican Legion.
Previous activities also include non-profit activities; (Special Olympics, Ameri
can Legion, VFW Auxiliary). I have been coordinator and implementer of various
fundraising activities. I am an excellent organizer and follow through on any t
ask I set for myself. I am currently the Commander of The American Legion Auror
a Post.