Rhonda L Coleman

*** ********** ******

Buffalo, NY 14215

443-***-**** / 716-***-****

Bryant & Stratton College January 2014 - Present

Work-Study Student

-Assist with day to day operations such as:

-Fax, make copies, update Excel spread sheets

-Recording information to the appropriate student rosters

-Update marketing materials as needed

-Make phone calls regarding internships and keep records updated

Key Bank February 2013 – April 2013

Loan Processor

-Adheres to established policies, procedures, and practices to ensure compliance with laws and regulations as well as

bank policies and procedures.

-Provides a variety of clerical duties; including but not limited to, copies, filing, distributing reports, preparing loan

files for underwriting and or closing, corresponding with loan administration, customers, and other outside individuals.

-Assist loan officers with loan processing and closings as needed.

-Actively involved in providing A+ Customer Service to loan clients as requested or needed.

-Gathers documentation from loan officers and or customers as needed.

-Assist in obtaining customer financial documents and information for bank lenders.

-Maintains and adheres to knowledge of products, rates, and regulatory requirements.

M & T Bank December 2012 – February 2013

Telephone Sales

-Assist in meeting or exceeding goals by deepening the existing relationships, developing new and profitable

relationships, and minimizing customer attrition.

-Assist in the delivery of quality customer service.

-Assist in developing an effective and efficient sales team.

-Assist in protecting the assets of the bank and our customers.

-Assist in overall operations, sales, service, audit, and staffing with a primary focus on sales.

Ultimate Staffing /Prometric November 2011-November 2012

Customer Service Representative

-Assist candidates with all aspects of the testing process from registration to test delivery

-Interface between candidates, clients and test sites in a professional and efficient manner

-Assist candidates with any and all questions/concerns regarding exams, sites and policies

-Escalate unresolved candidate issues to designated departments for further review

-Achieve and maintain all key quality and productivity metrics

Bank of America March 2008 – November 2011

Business Lending Senior Account Manager II

-Outbound-Locate and notify clients of delinquent accounts by mail or telephone

-Receiving payments and posting to client accounts

-Work with third party companies to determine what programs are best for client

-Keeping records of collection and status of account.

-Inbound- Process payments to credit card and loan accounts

-Offer client assistance with the best programs to assist with delinquent accounts

BGE Home June 2007- March 2008

Customer Service Representative

- Demonstrate a mature and professional attitude while responding to the needs of customers and resolving customer

issues/concerns.

- Give full attention to call volume and work to reduce response time.

- Promote the sale of available products and services, as appropriate.

- Respond to customer inquiries regarding products and services; act as interdepartmental liaison to assist with

problem/issue resolution.

- Use professional judgment and escalate customer issues/concerns to management when appropriate.

- Perform outbound calls to survey customers and/or schedule services when necessary.

- Respond in writing to customer inquiries and/or mail company literature to customer residences.

M & T Bank November 2005 - June 2007

Chevy Chase Bank July 2001 – October 2005

Assistant Branch Manager

-Assist in the overall management of the branch- may step in for Branch Manager in their absence.

-Assist in meeting or exceeding branch goals by deepening the existing relationships, developing new and profitable

relationships, and minimizing customer attrition.

-Assist in developing an effective and efficient sales team.

-Assist in protecting the assets of the bank and our customers.

-Assist in overall management of branch including operations, sales, service, audit, and staffing with a primary focus

on sales.

-Process wire transfers daily for existing clients

-Assist teller line during breaks, lunches and when short staffed to process payments, deposits, check cashing, audits of

cash drawers, audit of vault

HSBC Bank USA January 1996 - June 2001

Operations Manager

Sales and Service Representative (Branch/Contact Center)

-Assist in the overall management of the branch- may step in for Branch Manager in their absence.

-Assist in meeting or exceeding branch goals by deepening the existing relationships, developing new and profitable

relationships, and minimizing customer attrition

-Assist in the delivery of quality customer service.

-Assist in developing an effective and efficient sales team.

-Assist in protecting the assets of the bank and our customers.

-Assist in overall management of branch including operations, sales, service, audit, and staffing with a primary focus

on operations.

Bryant & Stratton College September 2013 – Present

Paralegal

LexisNexis Paralegal Student Certification Completed - April 2014

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