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Work Background
Venture Banking Operations Support & Data Analyst
Banc of CaliforniaVenture Banking Operations Support & Data Analyst
Jan. 2022 - Jul. 2024Durham, North Carolina, United States(Formerly Pacific Western Bank) Developed and maintained, from the ground up, a comprehensive monthly dashboard in Excel using Power Query for integrating multiple data sources, automation, and data transformation as well as VBA to extract other relevant data, supporting the bank’s portfolio of venture capital clients by streamlining operations, ensuring compliance, and tracking departmental workload. This tool provided critical insights into account activity, risk mitigation, and the volume of work managed by the branch, enabling improved resource allocation and operational oversight by senior management. Designed an interactive Excel workbook that, by using VBA and Advanced Excel macros, significantly streamlined the operations process and interdepartmental communication by consolidating 12 disparate forms into a single, efficient tool. The workbook utilized user-driven data entry to guide users through a series of context-sensitive options, ensuring input accuracy, process efficiency, and error reduction, as well as automating the creation of appropriate documents, forms, and emails. Provided Operations and Treasury support across several different portfolios of more than 1000 clients through direct client support as well as account servicing and maintenance for client services representatives on behalf of clients, ensuring compliance with banking and federal regulations. Performed account maintenance such as; new account openings, new entity creation, signer updates, closures, address changes, and product type changes. Responsible for data entry and processing utilizing internal systems and ensuring data accuracy between multiple systems including Salesforce. Developed comprehensive knowledge of Venture Capital industry and regulations including formation documentation, structures, and entity types through routine work in role as well as consistent coverage for Client Service Representatives who work directly with portfolio.
Client Services Support
PNCClient Services Support
Oct. 2021 - Dec. 2021Durham, NCProvided phone and chat support to PNC clients dialing into customer support number or utilizing in-app or website chat function. Performed account maintenance, inquiries, transfers, payments, and more as first line of support to all PNC clients. Transferred clients to internal partners based on needs both perceived and explicit, received and documented complaints, and placed holds on checks.
Universal Banker
First Horizon BankUniversal Banker
Oct. 2018 - Oct. 2021Durham, North Carolina, United States(Formerly SunTrust Bank) Responsible for providing an exceptional in-branch client experience by handling every client need from sales to service. Utilizing a needs-based selling approach, provided solutions based on client needs and how they like to conduct their banking. Ensured the client felt welcomed and provided them with a one stop experience in processing transactions and fulfilling their sales and service needs. Established new banking relationships with clients ensuring they are offered all the products and services that are appropriate given their financial needs. Retained and deepened existing client relationships through a needs based selling approach and delivered exceptional client experiences. Provided account servicing and maintenance, and assisted with problem resolution for clients. Processed transactions accurately, assisted with operational activities and responsibilities, and maintained flexibility between performing teller and sales related transactions. Encouraged clients to use self-service banking solutions including, ATMs, on-line, and mobile banking to enhance their service experience.
Store Manager
GameStopStore Manager
Nov. 2014 - Oct. 2018Managed a dynamic team of eight, focusing on collaboration, training, and performance optimization. Prioritized and enhanced client experience through comprehensive employee training and the promotion of a “customer-first” culture. Outperformed all stores in the 10-store district by reversing a three year store trend, decreasing a 12.5% profit deficit to 8.2% in the first 5 months after promotion to role. Ended tenure with a 15.5% profit surplus YTD. Led district Loss Prevention team, working alongside corporate Loss Prevention department to brainstorm and implement effective strategies to lower shrink and product loss in stores in at-risk areas. Lowered average shrink per store by over 10%, increasing profits on the year Profit and Loss Report for the District by over 8%.

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