Customer Service Manager
Resume:
SCOTT C. HANSON
**** ******** ***** ***********@*********.***
Stow, Ohio 44224
PROFESSIONAL PROFILE
Dynamic Operations Leader with more than 14 years of experience in a
fast-
paced, financial services environment. Proven track record in
employee
development, retention and team building. Solid leadership through
creative
problem solving, effective communication and strategic planning.
Highly
effective in utilizing resources, improving processes and managing
complex
projects.
. Skilled in developing and managing relationships with internal
divisions
and external vendors.
EXPERIENCE
KeyBank, National Association- Brooklyn, Ohio October
2007 to Present
Vice President, Payment and Deposit Services Support
2012 - Present
Team is responsible for cross functional applications and project support.
Role sets team priorities in partnership with senior leadership and ensures
support will exceed client expectations. Strategically identify, prioritize
and implement standardized business and technology best practices. Work
with partners and leadership to create and execute long-term technology
roadmap.
Vice President, Process Manager- Document Management
2011- 2012
Responsible for leadership, administration and budget for the Cleveland
Document Management teams that provide imaging and safekeeping, collateral
tracking, lien filing and follow up, exception clearing, negotiable
collateral handling and paid loan documentation for consumer and commercial
Lines of Business.
. Provide leadership for process improvement initiatives and
project mapping
. Develop staff and leadership team to carry out strategic
initiatives to allow holistic growth
. Overall span of 26 FTEs within three sub-teams in Document
Management
Vice President, Cash Forecasting, Cash Vault Services and National Armored
2007- 2011
Manage 29 3rd Party Cash Vaults, Cash Forecasting and National Armored for
KeyBank
. Partner with Legal and Corporate Sourcing to negotiate national
contracts for ATM, Armored and Cash Vault Services saving
~$1.2Mn annually.
. Reduced cash volume bank-wide, gaining a $1.5Mn save in 2009.
. Developed 3rd Party Vault network from 11 to 29 within 3 years.
. Annual budget responsibility of $6Mn
Sky Financial Group/Huntington Bank- Brecksville, Ohio March 2006 to
September 2007
Operations Manager, Distribution Services
Managed primary site, with reporting responsibility over three smaller
sites.
. Database tracking vendor performance, partnering to improve
performance.
. Developed procedural consistency across four sites.
. Created survey to measure internal customer service levels.
Equity Trust Company- Elyria, Ohio February
2005 to May 2005
Director of Operations
Managed three divisions with three exempt reports and thirty indirect
reports.
. Engaged in top-down analysis of organization to determine best
practices.
. Implemented procedures to improve speed and quality.
. Created fourth division to best align processes to increase
customer service.
First American Title Insurance, N.L.A. - Cleveland, Ohio June
2003 to February 2005
Title Coordination Manager
Developed and maintained relationships with nationwide network of contract
examiners and First American Direct Offices.
. Implemented new escalation process to improve Turn Around Time.
. Reduced staff 20% while maintaining excellent customer service
standard.
. Introduced grading of examiners to reward performance and reduce
under-performers.
Title Production Manager
Produced and delivered title products to the top twenty-five mortgage
lenders.
. Production Department instrumental in producing and delivering
between 8,000-15,000 mortgage title products per month.
. Trained outsource group in Philippine's to mirror quality and
quantity of delivered products.
. Reduced cost per order by 15% in first six months in position.
Dewolff, Boberg and Associates - Hilton Head, South Carolina April 2002
to October 2002
Management Consultant
Analyzed business practices in a maintenance and manufacturing environment.
. Developed controls to maintain good business practices.
. Trained management to take ownership of program.
. Reduced staff 20% while increasing productivity 20%.
Fifth Third Bank - Columbus, Ohio November 1998 to
February 2002
Operations Manager, Officer
Managed 43 FTEs over five divisions: Proof and Encoding, Lease and Loan
Ops,
Floor Plan, Title Desk and Mailroom Operations.
. Championed communication paths between other divisions while
seeking
common goals and objectives.
. Reduced and maintained attrition from 46% to 25% annually.
. Improved quality of work by 35%, producing a $40,000 annual
savings.
EDUCATION
The Ohio State University - Columbus, Ohio
B.S., Psychology
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