Customer Service Manager

R sum of

Barbara Suderski

Contact Information:

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

Antioch, IL. 60002

Residence: 847-***-****

Mobile: 224-***-****

Email: *******.********@*****.***

SUMMARY

. 29 + years of experience in the Banking Industry.

. Proven experience developing, managing and mentoring employees.

. Customer-focused with excellent written and verbal communication skills.

. Sound decision-making and problem-solving abilities; ability to

effectively manage and execute multiple projects simultaneously.

. Enthusiastic, professional with high initiative to get the work done.

. A self-starter with excellent planning, organization and goal setting

skills; effective communication skills; dynamic manager of people and

projects.

. Results oriented leader with a proven record of success in developing and

managing employees in a fast paced, high-pressure environment.

. Hands-on banking experience in multiple banking functions, from teller

duties to assistant branch manager.

. Good crisis manager with high energy.

. Solid leadership, strategy and analytical skills.

PROFESSIONAL EXPERIENCE

October 1978 - May 2012

FirstMerit Bank

Norridge, IL

Assistant Branch Manager ; Norridge, IL. (2003 - May 2012): Post Merger

. Trains, schedules and coordinates the activities of the teller

operations area by assigning work, answering questions, solving

problems, helping with complex transactions and sensitive customer

relations problems, and explaining policies and procedures to

customers.

. Accepted and process customer transactions, ATM and night deposits

. Balanced teller drawer daily, as well as, review teller difference

account daily.

. Provided special services as needed, including: redeeming coupons,

selling travelers checks, money orders, cashiers checks, coin

deposits, coin orders etc.

. Provided assistance and guidance to tellers. Provided approval for

check cashing within teller's personal limit.

. Assisted customers in the lobby or on the phone with other banking

questions,

. Conduct monthly teller observations on customer service and sales,

with a written quarterly report to the Retail Manager.

. Attend weekly conference calls on retail procedures and compliance.

. Keep the department security system in good working order and update

the staff concerning security procedures and policies.

. Manage cash fund, maintaining a proper supply of vault cash, verifying

cash received, and maintaining inventory of checks, money orders,

traveler checks and other negotiable items for use in the teller area.

Report weekly on cash shipped out and received.

. Conducts performance appraisals and makes recommendations regarding

the hiring, discipline, promotion, transfer, and termination of staff

members in the teller area.

Assistant Branch Manager; Norridge, IL (1990 - 2003): PreMerger Fairfield

Savings & Loan

Responsible for assisting the Manager with every aspect of the day-to-day

operations of the bank.

. Responsible for the banks operations when manager is absent

. Responsible for bank opening and closing

. Provide exceptional customer service

. Ensured that all transactions were processed accurately and all

policies were followed

. Recruit and hire top quality employees

. Oversee the administration of the branch to ensure proper day-to-day

operation.

. Set priorities, directed, delegated, and followed up on

responsibilities within the branch.

. Performed and supervised daily vault settlement, ATM balancing, and

night deposit controls.

. Maintained knowledge of financial products and recognized client needs

and made referrals to appropriate banking specialists

. Assist Branch Manager in development of employees and mentor them to

new level of responsibility.

Supervisor Tellers; Norridge, IL. (1985 - 1990):

. Accepted and process customer transactions, ATM and night deposits

. Balanced teller drawer daily, as well as, review teller difference

account daily.

. Provided special services as needed, including: redeeming coupons,

selling travelers checks, money orders, cashiers checks, coin

deposits, coin orders etc. Maintain security measures established by

the bank.

. Provided assistance and guidance to tellers. Provided approval for

check cashing within teller's personal limit.

. Assisted customers in the lobby or on the phone with other banking

questions,

. Assisted teller supervisor/branch manager with teller line reports and

projects.

. Assisted in other branch activities as assigned by management.

Participate in bank opening and closing procedures.

Customer Service Representative; Chicago, IL. (1980 - 1985):

. Supported banking relationship managers in serving clients with their

account needs.

. Processes daily transactions as required by the client such as loan

payments, requests for funds under established lines of credit, money

transfers, tax payments, and banking transactions.

. Set up various types of client accounts and services. Reviews

documentation relating to accounts. Opens or closes demand deposit or

savings accounts, processing transactions

for accounts, and resolving related operational problems.

. Performed depository duties, loan processing, and documentation and/or

pays and monitors overdrafts, contacting clients as required.

. Interacted with partners in various areas in operating to ensure

accurate set-up of new services, resolve operational problems, process

various transactions, and research client inquiries.

. Kept abreast of all new products and services to respond to client

questions and to assist in selling services.

. Interacted with the client on the telephone or in person responding to

inquiries and providing information.

. Set up revolving credits, term loans, and various other commitments on

the loan systems using a computer terminal to extract pertinent

information.

. Maintained effective filing system to ensure responses to all

inquiries and follow up action. Developed and maintains tracking

system to monitor projects and their completion.

. Assisted in preparation and completion of reports. Reviews and

corrects divisional reports such as loans outstanding, balances, fees,

profit performance, expenses, and calls made.

. Provides training and technical expertise on administrative functions

to new banking trainees.

Bank Teller ; Chicago, IL. (October 1978 - 1980):

. Bank Teller working with Fairfield customers promoting, selling and

answering requested information on retail products, services and Bank

regulations.

. Initiate and open new accounts.

. Maintain good customer relation by answering customers' questions and

concerns.

. Accurately process, closely verify and promptly key all transactions

in manner, which maintained Fairfield's Bank standards and high level

of customer service.

EDUCATION

High School

Elmwood Park High School; Elmwood Park, Illinois 1963

PROFESSIONAL AFFILIATIONS

Member of:

Notary Public since 1987

Contact this candidate