Heide Capone Ward

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

Dexter, NY ****4

acvxm4@r.postjobfree.com

(315) 778 – 1040

SUMMARY

Highly motivated with over 20 years experience in the Banking Industry, Sales, Sales Management and Operational Management. Awarded Small Business Specialist 2007 demonstrating significant asset growth and furthering market penetration. Recognized for outstanding sales performance and customer service management in achieving 248% of credit card goals, increased consumer deposit portfolio by 170% and consumer and commercial loan goals by 115%. Self-starter with exceptional interpersonal skills.

PROFESSIONAL EXPERIENCE

SUBURBAN HEATING OIL PARTNERS, LLC, Watertown, NY 11/2014 – Present

Customer Service Representative

First point of contact for superior customer service for inbound, outbound sales & service calls, scheduling & coordinating installations, dispatch of product deliveries while maintaining superior customer service

Maintaining in-depth knowledge of products & services, account & billing processes

Daily & monthly reconciliation of customer information & records, plant liquid & non-liquid inventories as well as cash

EXFORD & EXFORD FINANCIALSERVICE, Watertown, NY 3/2010 – 9/2013

Financial Intern & Tax Preparation Assistant

Secured NYS Life and Accident & Health Insurance License

Increased knowledge of Financial Services to include tax preparation and effects, Personal Financial Advisement and Investments

Ensured excellent customer service

STREAM INTERNATIONAL, Watertown, NY 12/2007 – 3/2010

Senior Technical Support Professional

Provided Advanced Technical Support for Support Professionals

Training and development of Support Professionals

Provided coverage for Management Team as needed on a daily basis. Demonstrated the following skills: team builder, superior motivational managerial skills.

Excelled in consistently high-pressure situation. Received multiple individual awards for Quality Performance & KPI achievement

ROADHOUSE PIZZERIA & BAKERY, INC., Brownville, NY 6/2007 – 10/208

Owner Operator

Developed, opened & operated full menu pizzeria and bakery. Responsible for all aspects of operation

HSBC BANK USA, N.A., Watertown, NY 6/2006 – 6/2007

Small Business Specialist

Excelled in providing all aspects of commercial portfolio management and development

Awarded “Small Business Specialist for 2007” in 6 months

DEALMAKER AUTO GROUP, Watertown, NY 1/2001 – 6/2006

Sales/Finance Consultant

Participated in all aspects of motor vehicle sales to include networking, prospecting, product knowledge, negotiating and customer service

Exhibited superior sales skills consistently producing $2.5 million - $3 million annual sales

Achieved and maintained Dodge Gold Certification level, the highest level available

Provided excellent customer service skills as illustrated by a 99% Dodge Customer Service Index Score

KEY BANK NATIONAL ASSOCIATION, Watertown, NY 12/2000 – 1/2001

Assistant Vice President – Sales Manager 1993-2001

Responsible for aggressively cultivating new consumer and commercial relationships while maintaining and growing an individual customer base of over 585 clients while providing superior customer service and product knowledge

Increased consumer deposit portfolio by 170%

Achieved 248% of credit card goals & 115% of consumer and commercial loan goals

Ranked third in sales area and sixth in overall sales district based on sales performance

Recipient of 1999 President’s Circle Award for consistent superior sales performance and excellent customer service

Instrumental in motivating, training and coaching staff in proven sales techniques resulting in effective teamwork and successful sales associates

Small Business Commercial Loan Officer 1990 – 1993

Managed $6 million commercial loan portfolio comprised of small business customers: Independently structured loans through successive stages determining financial adequacy, evaluating industry, collateral and processing loan documentation

Improved and maintained credit quality of portfolio to Bank standards

Operations Officer/Manager 1985 – 1990

Displayed proven leadership skills by managing several areas of Bank Operations

Developed products to enhance and expand sales and customer relationships

Effective and accurate implementation of management directives

Designed and implemented bank-wide compliance and controls to ensure and enforce State & Federal regulations

Displayed superior effectiveness handling complex projects – General Operations Troubleshooter

Management Trainee/Personal Banker 1984 – 1985

Comprehensive management training program encompassing all aspects of Banking.

Accelerated program that resulted in early placement.

EDUCATION

BACHELOR OF SCIENCE IN Political Science, History Minor

SUNY Potsdam, Potsdam, NY 1984

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