Customer Service Management

AngelaMaria A. Correa

Summary

Seasoned high-level performer with superior computer skills. Extremely conscientious and responsible, and works with little or

Work: 212-***-****

Home: 516-***-****

Cell: 516-***-****

Email:

******.******@*****.**

m

799 Anderson Avenue

Franklin Square, NY

11010

no supervision. Takes pride in a job well done by completing assigned tasks quickly and accurately. A person who contributes to

a company by being a team player who is a problem solver with advanced organizational and prioritization skills acquired

through years of corporate experience.

Experience

Bank Hapoalim B.M. – New York, NY July 1996 to Present

Operations Officer/Executive Assistant – 1996 to present

Report and support Senior Vice President, COO/CIO and Chief Auditor

Act as a Gatekeeper by managing daily workflow including scheduling of meetings, maintaining calendar, and telephone

Coordinate itinerary and logistics for domestic and international travel according to company policy

Prepare presentations and materials for management meetings

Coordinate executive meetings and events, including invitations, logistics, catering, preparing relevant materials, when necessary

Prepare and submit T&E reports in a timely manner

Maintain budgets, research discrepancies, and ensure expenditures stay within budget

Write, type, edit and file memos and letters on manager’s behalf, as appropriate including email correspondence

Handle critical, sensitive, and confidential matters

Draft new and modify existing policies and procedures for U.S. Branches.

Supervise and ensure compliance with Bank policy for annual review of policies and procedures

Maintain time off reports and ensure compliance with Bank policy

Review internal/external audit reports. Document exceptions cited in reports in web-based application. Act as liaison between the

auditee and the Internal Audit Unit. Prepares and distributes monthly Exception and Aging Reports. Prepare quarterly statistics

report for Head Office.

Member of the Credit Card/Debit Card and Cash Management Projects Teams. Perform financial research and prepare presentations

for the Cash Management Steering Committee. Act as Secretary, transcribing meeting minutes and agenda’s for weekly meetings.

Member of the Remodeling Project Management Team. Participate as a team member in all aspects of remodeling premises,

including vendors, staff relocations, building management, etc. Maintain and update of project plans, accounts payable and budget

maintenance.

Member of the Disaster Recovery Committee as minute’s secretary. Maintain Business Resumption Plans for U.S.A Branches.

Coordinate Disaster Recovery tests, i.e., test scripts, transportation, etc. Prepare test analysis in form of a presentation and present to

the Disaster Recovery Committee.

Supervise and ensure compliance with Bank policy regarding annual updating of Business Contingency Plans and required training.

Complete detailed projects quickly and efficiently

Maintain New York Branch Committee Mission Statements and matrixes

Assist management in organizing and maintaining the Bank’s CRA portfolio

Recent Accomplishments

Completed conversion to new Record Retention vendor who offers a comprehensive web-based application

allowing total user independence. Personally obtained bids from vendors, negotiated contract with chosen vendor, and

trained all Bank personnel on new application.

Successfully established and implemented an internal web-based audit tracking application for bank-wide use, as well

as train all personnel on new application.

Rolex Watch U.S.A - New York, NY 1990–1996

Assistant Supervisor/Data Entry/Customer Service

Provide assistance and prioritize tasks for management to perform job more efficiently, including scheduling and confirming

meetings and events

Write, type, edit and file correspondence

Complete detailed projects quickly and efficiently

Supervise Data Entry/Customer Service Department to establish and maintain a productive working relationship between colleagues,

management and consumers

Involved in all aspects of customer service including problem solving and interacting with sales force

Astoria Federal Savings - Greenvale, NY 1988–1990

Operations Supervisor/Customer Service Rep/Admin. Support

Supervise teller’s staff of 20

Resolve customer problems and concerns via written and oral correspondence

Utilize needs-based selling techniques to meet customer expectations

Schedule and hold meetings with staff to communicate updated bank policies clearly and accurately

Maintain/nurture account relationships through continuous high quality contact and service

Ensure adherence to bank’s standards

Ensure appropriate branch cash supply

Supervise workflow of teller’s area; branch proof and teller recap work

Flushing Savings Bank - New Hyde Park, NY 1986–1988

Head Teller/Operations Supervisor

Supervise teller’s staff of 30 people including 4 Assistant Head Tellers

Resolve customer problems via written correspondence and direct contact

Provide accurate account and bank product information for customers

Ensure adherence to banks standard

Distribute daily cash to tellers

Inform tellers of all new bank procedures and regulations

Supervise tellers area for overall work flow, scheduling and approvals

Supervise branch/ATM proof and teller recap work

Maintain control books

Education

1995–1997 Stenotype Academy New York, NY Paralegal Studies

1983-1985 Queensborough Community Bayside, NY Business Management

1979-1983 St. Agnes Academic H.S College Point, NY

Interests

Twirling, dancing, bowling, walking, music, teaching, judging, travel

Skills (Software/Hardware)

Microsoft Office 2000, 2007 and XP, Monarch, Crystal Reports, Visio, Publisher, Lotus SmartSuite, OmniPage Professional,

Scanner, Burner, Dictaphone, Lotus Notes, Outlook

References: Furnished upon request.

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