Customer Service Manager

THERESA HALL

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

Edgewood, MD **040

H: 443-***-****

C: 443-***-****

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

OBJECTIVE: To obtain a, Budget analyst, Financial Management, Business

Management, Customer Service, or sales position in a dynamic organization

where my experience, initiative, and interpersonal skills will be used to

improve customer satisfaction while enhancing organization effectiveness

and efficiencies.

CLEARANCE: Able to obtain a clearance at any level (No Prior Violations)

HIGHLIGHTS OF QUALIFICATIONS

I am a resourceful and focused professional possessing wide range of skills

regarding the fields of the following areas: Training Administration;

Budget Administration; Administrative Officer; Project Management; Program

Manager; Management Analyst; Oral and Written Communication (briefings,

policy development, reports); Recruitment and Placement; Emergency

Management; Strategic Planning; and Customer Service. I possess over 20

years of experience as an accomplished Municipal Bond Manager,

Administrative Officer and Customer Service Manager. I offer a wide range

of Knowledge Skills and Abilities in regards to the aforementioned

categories. I am willing to support the Mission, Vision, Goals and

Objectives of the organization that I am a part of to my fullest

potential. Throughout my career I have demonstrated exceptional

interpersonal communication, effective technical abilities, and outstanding

training and development skills.

Wells Fargo Home Mortgage: (8/01/2004 - Present)

Administrative Officer (Office Manager)

Analyze financial activities of establishments or departments and provide

input into budget planning and preparation processes. Arrange for

necessary maintenance and repair work. Compute figures such as balances,

totals, and commissions. Consult with managers and other personnel to

resolve problems in areas such as equipment performance, output quality,

and work schedules.

Theresa Hall Home: (443) - 484 - 2933 Cell: (443) - 413 -

5201 2

Coordinate activities with other supervisory personnel and with other work

units or departments. Design, implement, and evaluate staff training and

development programs, customer service initiatives, and performance

measurement criteria. Develop and update procedures, policies, and

standards. Develop work schedules according to budgets and workloads.

Discuss job performance problems with employees to identify causes and

issues and to work on resolving problems. Discuss work problems or

grievances with union representatives. Evaluate employees' job performance

and conformance to regulations and recommend appropriate personnel action.

Implement corporate and departmental policies, procedures, and service

standards in conjunction with management. Interpret and communicate work

procedures and company policies to staff. Keep informed of provisions of

labor-management agreements and their effects on departmental operations.

Maintain records pertaining to inventory, personnel, orders, supplies, and

machine maintenance.

Make recommendations to management concerning such issues as staffing

decisions and procedural changes. Monitor inventory levels and requisition

or purchase supplies as needed. Participate in the work of subordinates to

facilitate productivity or to overcome difficult aspects of work. Plan for

and coordinate office services, such as equipment and supply acquisition

and organization, disposal of assets, relocation, parking, maintenance, and

security services.

Prepare and issue work schedules, deadlines, and duty assignments for

office or administrative staff. Provide employees with guidance in

handling difficult or complex problems and in resolving escalated

complaints or disputes. Recruit, interview, and select employees.

Research, compile, and prepare reports, manuals, correspondence, and other

information required by management or governmental agencies. Resolve

customer complaints and answer customers' questions regarding policies and

procedures. Review records and reports pertaining to activities such as

production, payroll, and shipping to verify details, monitor work

activities, and evaluate performance. Supervise the work of office,

administrative, or customer service employees to ensure adherence to

quality standards, deadlines, and proper procedures, correcting errors or

problems.

Train and instruct employees in job duties and company policies or arrange

for training to be provided.

First National Bank of Maryland (M & T BANK): (09/15/1990 - 8/1/2004)

Municipal Bond Specialist

Theresa Hall Home: (443) - 484 - 2933 Cell: (443) - 413 -

5201 3

Served as a municipal bond redemption agent for the State of Maryland .

Record keeping, reports and various clerical duties. Reported directly to

divisional Vice President. Plan, direct, or coordinate investment strategy

or operations for a large pool of liquid assets supplied by institutional

investors or individual investors. Analyze acquisitions to ensure

conformance with strategic goals or regulatory requirements. Attend

investment briefings and consult financial media to stay abreast of

relevant investment markets. Develop and implement fund investment

policies and strategies. Develop, implement, or monitor security valuation

policies. Develop, or direct development of, offering documents or

marketing materials. Evaluate the potential of new product developments or

market opportunities according to factors such as business plans,

technologies, and market potential. Assist in the hiring training and

evaluation of staff members. Identify group and individual target

investors for a specific fund.

Manage investment funds to maximize return on client investments. Meet

with investors to determine investment goals or to discuss investment

strategies. Monitor financial or operational performance of individual

investments to ensure portfolios meet risk goals. Monitor regulatory or

tax law changes to ensure fund compliance or to capitalize on development

opportunities. Perform or evaluate research, such as detailed company and

industry analyses, to inform financial forecasting, decision making, or

valuation. Prepare for and respond to regulatory inquiries. Present

investment information, such as product risks, fees, and fund performance

statistics. Review offering documents or marketing materials to ensure

regulatory compliance. Select and direct the execution of trades. Select

specific investments or investment mixes for purchase by an investment

fund. Verify regulatory compliance of transaction reporting.

Mercantile Safe Deposit & Trust Company: (1/1/1985 - 09/15/1990)

Municipal Bond Manager & Customer Service Manager

Managed 30 staff members and reported directly to the divisional Vice

President. My duties included the safekeeping and accountability of

municipal instruments for redemption. Managed contractual municipal bond

issuance and lottery bond. responsible for customer service inquiries

regarding lost securities, published bond calls and general inquiries

concerning Municipal bond instruments.

Theresa Hall Home: (443) - 484 - 2933 Cell: (443) - 413 -

5201 4

EDUCATION:

College/University

Towson University (1978-1981)

Location

United States

Degree: Associates - Major: Business Management

GPA: 3.45

Hours: 60

DESCRIPTION OF COURSES:

Business Ethics

Business Statistics

Accounting for Decision Making

Computer and Internet Applications

Management

Organization Behavior

Operations Management for Managers

Tools for Decision Making

Strategic Marketing

Strategic Communication

Strategic Management

REFERENCES:

Furnished upon request

Contact this candidate