Customer Service Manager
Resume:
DAWN MCINERNEY
Wakefield, MA *1880
************@*****.***
QUALIFICATIONS
Experienced auditor with an extensive background in banking and accounting.
My skills include multitasking efficiently, strong attention to detail,
excellent customer service, and working well with others.
EXPERIENCE
Primax Payments, Wakefield, MA
Client Services Specialist 2010-Present
. Handles incoming calls and communications regarding issues and complex
requests pertaining to client's credit card portfolios.
. Analyzes client's issues, collects data, and draws appropriate
conclusions in a timely manner in order to meet customer's needs
effectively and efficiently.
. Implements systematic changes to credit and debit card portfolios
including, but not limited to cardholder pricing, plastics/statement
production settings, delinquency and over limit functions per client's
requests.
. Performs testing on system changes to ensure they are working as
intended.
. Acts as a liaison between financial institutions and credit card
processor in order to streamline issue resolution process.
. Analyzes portfolio risk and implements appropriate strategies in order
to restrict fraudulent activity.
. Hosts meetings involving clients to introduce new products,
strategies, and available promotions that could potentially strengthen
clients credit card portfolios in order to increase revenue.
. Forms bonds with client's in order to better get to know their needs
and business sense to assist in my developing ideas that will aid in
the growth of their portfolio.
First American Title Insurance Company, Boston, MA
Agency Analyst 2007-2009
. Scheduled appointments for audits with existing and potential agents.
. Audited real estate closing attorney's financial records pertaining to
client's funds to ensure an accurate three-way reconciliation was
being performed and in compliance with the Board of Bar Overseers.
. Analyzed our agent's financial records yearly for the purpose of
finding any fraudulent activity that may affect the financial
stability of the company.
. Responsible for writing detailed reports at the conclusion of each
audit providing an explanation of my findings.
. Uploaded my findings in a database accessible to my superiors.
. Performed follow up audits with agents to assist keeping their
bookkeeping in compliance with the company and the Board of Bar
Overseers.
Investor's Bank & Trust, Boston, MA
Control Accountant 2006-2007
. Analyzed exceptions for daily, monthly, and quarterly accounts that
were assigned.
. Communicated with the fund accountants my findings pertaining to the
discrepancies between our records and that of the particular financial
institutions that we were keeping records for.
. Printed and organized reports daily, monthly, and quarterly for all of
my accounts.
Eastern Bank, Malden, MA
Teller Manager 2003-2005
. Managed 5-6 tellers in a medium-to-high volume branch.
. Responsible for branch cash as acting vault custodian.
. Ensured that all branch cash limits were adhered to.
. Acted as operational supervisor by making sure all teller work was up
to audit regulations.
. Performed teller duties during staffing shortages.
Eastern Bank, Saugus, MA
Senior Teller 1998-2003
. Received a commendation for uncovering fraudulent check.
. Approved check cashing and savings withdrawals in excess of $2,500.
. Responsible for vault duties including disbursing cash when needed and
retrieving cash when teller's draws exceeded draw limits.
. Received certification in teller mentoring.
. Ensured accuracy of large cash deposits from armored cars and large
commercial customers.
. Monitored and audited tellers while ensuring customer satisfaction.
. Supervised surprise teller audits verifying accuracy of cash draws to
guard against fraud.
. Audited inventory of treasurer's checks and money orders.
. Performed ATM reconciliation in absence of ATM custodian.
Teller
. Basic duties included servicing customers by cashing checks, entering
deposits, processing of negotiable instruments including treasurers'
checks, money orders, and savings bonds.
. Performed nightly closing duties.
EDUCATION
Salem State College, Salem, MA
Bachelor of Science, Business Administration, 2003
. Concentration in Finance and Accounting
. GPA: 3.1
COMPUTER SKILLS
. Microsoft Word
. Microsoft Excel
. Microsoft Access
. Microsoft PowerPoint
Contact this candidate