Customer Service Management
Resume:
John Williams
Chicago ~ IL
***************@*****.***
Recent Career History
Financial Services Representative
BMO Harris Bank (Contract), Chicago, IL February 24, 2012-
November 30, 2012
Providing a quality front-line communications interface for customers and
traders, while managing/validating various bank procedures including
Advances, Payments, Interest Payments, Letters of Credit (LCs), and
processing Libors.
. Supporting accurate transactional records and account maintenance over
the full loan life-cycle, maintaining data consistency between Loan IQ
and legacy loan system
. Facilitating complex problem resolutions and reconciliations between
internal business partners, external customers, and audit teams in
accordance with bank and industry standards
Data Analyst and Proof Adjuster
2000 -- Present
PNC Bank (Formerly National City Bank), Chicago, IL
Employed full-time prior to B.A. degree and then full-time/part-time during
and after college; providing a wide array of banking services to local
consumers and SMB customers while supporting general office administration.
Identified, researched, and resolved technical problems relating to
accounts and transaction systems; escalating issues where appropriate.
. Processed unqualified items representing more than $99MM in value
from multiple departments and sources including ATM, adjustment and
batch items, general ledger entries and bundles
. Reduced processing times for credit/debit documents through effective
collaboration and team work within the reconciliation group; utilizing
a proof machine for accurate MICR coding
. Valued by management for efficiency and quality work; consequently re-
hired twice during and after attending college
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Financial Operations and Services Professional
Account Reconciliation ( Customer Service ( Consumer Marketing ( "Loan IQ"
Electronic Records Imaging/Management ( Office Administration (
Project/Team Leadership
Analytical services professional possessing 10 years of experience in
transactional bookkeeping, account reconciliation, records management,
customer service, and business communications in the banking/finance
industry. ~Skilled communicator and facilitator with a customer-centric
focus and consultative; approach to problem solving. Attention to detail;
fast learning; strong work ethic; personal integrity - Seeking an
opportunity to demonstrate leadership and prove value.
Professional Highlights
Chicago District Council Carpenters Pension Fund
. Coordinated a multi-department electronic records-management process
conversion; planning and integrating records-imaging technology that
led to reduced administrative and financial overhead
. Significantly reduced data entry errors by identifying and
implementing bar-coding technology
PNC Bank
. Recognized by management for consistent and superior "production-to-
error" ratio
. Improved customer satisfaction and shortened reconciliation times
Education
Bachelor of Arts in Communications, Northern Illinois University, DeKalb,
IL 2006
Associates Degree in Business Economics, Kennedy King College, Chicago, IL
2003
606**-***** 60611 Customer Deposits, Retail Items, Money Orders, Official
Bank Checks and Savings Bonds, Teller, drafts, proofs, balancing
Career History - Continued
Operations Associate and Records Imaging Project Lead 2009 - 2010
Chicago District Council Carpenters Pension Fund (Contract via The Lasalle
Network), Chicago, IL
Rapidly awarded greater responsibility; started as an operations associate
(records/account verification) and quickly selected to lead electronic
process/work-flow conversion efforts across functional groups.
. Consulted with managers and team members in each department to plan
for technical requirements, work-flows, and implementation schedules
. Managed each conversion within defined budget and according to the
master-schedule timeline
. Audited, corrected, and processed pension account documents to ensure
accurate data entry
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John Williams
Chicago ~ IL
***************@*****.***
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