TIERRA R.

-Supported and coordinated the PNC Summer Summit Orientation for 400+ interns, ensuring seamless execution of programming and logistics across multiple markets. -Played a leadership-support role in National Intern Day appreciation activities, elevating intern engagement and brand recognition enterprise-wide. -Led and planned PNC’s Early ID Leadership Summit, welcoming 37 pre-identified candidates who gained early access to apply and interview for 2025–2026 early career roles, advancing early talent pipeline goals. -Sourced and hired top talent for PNC's Retail Product Innovation and Retail Banking Financial Wellness Internship & Development Programs, partnering with executives and senior leaders to meet business objectives. -Received outstanding business partner feedback, noting 2025 as one of the best recruiting seasons with exceptional talent quality. -Developed project plans, communication templates, informative and training presentation, and tracking tools that improved operational efficiency. -Supported training and onboarding of the team Recruiting Coordinator, enhancing workflow and collaboration. -Served as a Mentor and Coach in PNC’s PartnerUp Early Career Training Associate (ECTA) program, guiding a participant over 10 weeks on career planning, resume development, and business acumen. -Contributed to workflow testing in the recruiting ATS - Workday for the candidate offer process, identifying workflow improvements. -Recognized as 2025 Team MVP and Difference Maker Award for exceptional performance and teamwork.

In this administrative role, responsibilities and duties include the following: -Assisting the recruiters and leadership of the HR Campus Talent & Acquisition Team with administrative task, such as: *Generating offer letters for PNC internship candidates. *Organizing and reporting candidate data. *Utilize cross departmental relationships to research and resolve said disputes. *Testing new/existing HR recruiting systems and developing training materials *Outreach to candidates to advise of offers/declines. *Maintaining email correspondence with candidates/business partners/career inquiries.

In this role, responsibilities and duties include all the following:  Utilize CBIT, the Fair Credit Reporting Act, along with various bank policy and procedures to conduct research, review, and respond to incoming direct and indirect consumer credit disputes, as well as internal escalated disputes. o Specialty Processes:  Fraud and Block Rescission Disputes  Flat Cancels  E-OSCAR Credit Reporting Agency Indirect Consumer Credit Card and Loan Disputes  Internal Inquiry Suppression Disputes  Direct Inquiry, 3rd Party Authorization, Irrelevant, Frivolous, Identity Theft Disputes  Utilize cross departmental relationships to research and resolve said disputes.  Develop training materials and execute cross training for coworkers on varies CBIT processes, procedures, and systems applications, such as: Mainframe /FDR / ORW (RMS)/ACLS/E-OSCAR/ CBIT Sharepoint/ Servicing Business Process Management System (SBP)  Incoming dispute mail disposition and team assignment.

In this role, responsibilities and duties include all the following:  Providing sales, service, and execution support for new and ongoing client relationships.  Gathering of required proof of income/residence documentation.  Preparing, reviewing, and verifying documents and relevant information for accuracy.  Performing common processing and ensured compliance with standard regulations and processes.  Acting as a point of contact for clients, client teams or service partners and may act as an escalation point for client implementation and servicing issues.  Initiating, updating, and verifying client, account, or transaction details in relevant systems/applications.  Providing reports as needed.  Performing general administrative support. Accomplishments & Promotions:  12/2019 Promotion to this position from Loan Support Specialist  Maintained consistent “Meets/Exceeds All“ call monitoring and score card and ranking in the top 10 in performance on my team; which is constantly improving.  02/2020 Volunteered to help the Home Equity Department with an outbound calling campaign for their HMDA GMI Collections Initiative, which helped them meet their operational goals and government deadlines.  01/2020-03/2020 Volunteered to help the Credit Card team meet operational goals by keying over 400 Unsecured Credit Card applications and partnering with CC Underwriting to assist inbound customers calling to inquiry on their application status.

In this role as a temporary contractor through Kelly Services as of 11/26/18 to 4/7/19 and was offered a full-time position with the company after exceeding expectations. Accomplishments & Promotions:  Maintained consistent “Meets/Exceeds All” call monitoring and score card; which is constantly improving.  07/2019 Volunteered to participate in crossed functionality with the PNC Credit Card Department were we: o Help to defray call volume for the e underwriting support line by providing decision information to customers and branch representatives.  09/2019 Volunteered to learn how to Key Unsecured Credit Card applications.  12/2019 Promoted to Client Solution Specialist

In this role, responsibilities and duties include all the following: *Develop branding concept and marketing strategies. *Create all marketing content, including: flyers, business cards, social media posts, indoor/outdoor event signage (billboards/yard signs/banners). *Create all business documentation, including: slide decks, memos, training materials, career and development ads, client and employee handbooks, etc. *Create and maintain company website. *Create and schedule social media marketing. *Create and maintain monthly blog postings.

I am an active committee member of the Duane Williams Memorial Scholarship Fund, which was formed to help financially support high school seniors and college students on their journey to higher education. I am tasked with the development of signs, letterhead/stationary, website and social media design and maintenance. o Social media (Facebook: fb.me/DWMSF/Twitter: @dwmsf/Instagram: https://www.instagram.com/dwmsf67) o Organization Website (currently under development)

As a Virtual Administrative Assistant for Recruiting Manager, Ty Scott, I am tasked with all of the following: • Various administrative duties; such as: o Maintaining client, agent and prospective agent databases o Drafting mass email invitation and responses to prospective agents o Creating and maintaining the monthly POM Team calendar and leader board o Creating flyers, invitations, business cards, marketing ads, agent client tracking documents and training job aids o Organizing and putting together training materials for prospective agents • Making outbound retention calls for Mr. Scott and his downline agents to save the book of business on their lapsed, cancelled, and past due clients and sending out correspondence as needed. • Researching and organizing recruiting avenues through various media outlets and vendor opportunities; such as: o Craig’s List (Indiana & Pennsylvania Market) o The Employment Guide (Western PA Market) o Soul Pitt Magazine (Western PA Market) o WAMO 100.1 Radio Station (Pittsburgh Market) o Job Fairs: United Career Fairs (Indiana, Pittsburgh & Philadelphia Markets) • Organizing agency outings and team building events; such as: o Family Fun Night at Fun Fest o Comedy Night at the Improv o Group Bike Riding on the Pittsburgh Party Pedaler o Office Pot Lucks o Team Career & Life Coaching Sessions with Curtis Songer of Truth@Life Career Planning, Life Planning & Professional Development organization

As an independent agent with LHLIC / TMG I am tasked with helping my clients make sure that they and their families have peace of mind by providing their funeral funding and planning. This is a commission only based position and the agency services clients in the Pennsylvania, Delaware, Virginia, Indiana, Ohio and FL states. We are currently the #1 Final Expense agency in the nation.

In this role I learned the true value of “First Call Resolution” and how to be an effective leader. I began as a Customer Service Representative elevating through 4 promotions to my appointed leadership role, awarded in February of 2014. My responsibilities include, but were not limited to coaching, training, scheduling, reporting, interviewing potential employees, de-escalating irate callers, maintaining call volumes, and researching/resolving customer survey issues. Accomplishments & Promotions:  10/2010 Promotion to Customer Service Concierge  10/2011 Promotion to Sr. Customer Service Concierge  10/2012 Promotion to Healthcare Concierge  10/2013 Promoted to Sr. Healthcare Concierge  10/2003 UPMC Health Plan Most Valuable Peer  02/2014 Promoted to Team Lead  Maintained consistent 90-100% call monitoring

In this role duties required learning the core fundamentals of excellent customer service and how to overcome objections. Each position provided valuable information and skills that help to excel into h role. Accomplishments & Promotions:  04/2007 Promotion to Loan Servicing  03/2008 Promotion to Inbound Sales  07/2008 Promotion to Inbound/Outbound/Chat Sales Team  01/2009 Promotion to WFH Financial Service & Sales Team  11/2008 PNC Service Excellence Award  Maintained a consistent 90-100% call monitoring and in the top 10 of my sales team.  Highest monthly sales: 100 applications/ $3000 in commission

*Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. *Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. *Check to ensure that appropriate changes were made to resolve customers' problems. *Determine charges for services requested, collect deposits or payments, or arrange for billing. *Refer unresolved customer grievances to designated departments for further investigation. *Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. * Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. *Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. *Solicit sales of new or additional services or products. *Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. *Order tests that could determine the causes of product malfunctions.

Course Curriculum: *6//6/24-6/17/24 Effective Hiring and Interviewing; 100% Completed *6/18/24-7/2/24 Fostering a Coaching Culture; 100% Completed *7/3/24-7/16/24Active Listening and Processing Feedback; 100% Completed *7/17/24-7/30/24 Addressing Workplace Behavior Issues; 100% Completed *8/1/24-8/14/24 Countering Bias in the Workplace for HR; 100% Completed *8/15/24-8/29/24 Aligning Employee Performance with Organizational Goals; 100% Completed

Studied Graphic Design and Publications