Customer Service Manager

Roger Lee Flanagan Jr.

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

Lexington, KY 40515

859-***-****

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

Online Resume: http://people.wku.edu/roger.flanagan550/resume/index.html

Portfolio: http://people.wku.edu/roger.flanagan550/thisisroger/index.html

Professional

Experience: AFC Central Kentucky, Dealer Collection Rep. Jul 2007-

Present

. Monitor daily delinquency for the branch

. Create marketing materials that are sent out to the dealers

. Update all information on potential loss dealers

. Perform manual lot audits

. Process all financial transactions in the branch

. Perform monthly branch audits

PNC Bank Central Kentucky, Personal Banker. Jan 2007-

Jul 2007

. Provided excellent customer service to private clients

. Assisted with setting up IRA and CD accounts

. Monitored transactions for fraud protection

. Opened new checking/savings accounts

. Designed the marketing supplies and displays for the

downtown branch

Fifth Third Bank Central Kentucky, Customer Service

Representative. Jul 2005- Jan 2007

. Process manual/computerized transactions

. Provide excellent customer service

. Trained four new CSR's who have all stayed longer than 90

days

. Compose monthly work schedules for banking center

. Assist with completing monthly reports

. Resolve customer disputes

. Process/Order Savings Bonds

. Balance and Process ATM transactions

. Assist with closing and opening savings/checking accounts

. Opening Certificates of Deposit

. Completing daily cash items

. Responding to all operational emails at branch

. Completing CTR's that were processed incorrectly

AllSports, Manager/Salesman. August 2004-July

2005

. Processed cash, check, and credit card transactions

. Designed Layouts and overall design for the store

. Balanced cash registers

. Trained all incoming employees in all areas

. Self trained in all aspects of the store

. Created displays for seasonal sports/marketing

Nike Factory Store, Merchandise Flow Specialist. March 2004-August

2004

. Trained in cash handling and balancing registers

. Processed back stock and scanned in new inventory

. Provided customer service

Education: Franklin College, Franklin, Indiana. July 2003- January 2004

Bluegrass Community & Technical College, Lexington,

KY. August 2004-2007

Western Kentucky University, Bowling Green, KY August 2009

- Present

Major: Computer Science

Community

Service: Pumpkins In The Park, 5K Run 2003. Assisted with the

setup and monitoring the run

Boys and Girls Club2003: coached youth basketball team,

counselor for summer programs

SAE adopt a highway: cleaned a one mile span of

highway once a month

F.O.C.U.S- Freshman helping the elderly with household

chores (once a week)

Achievements:

. Academic Achiever- Grant County High School, 2001, 2003,

2004

. FC Achievement Award, Grant for exceptional essay on

application

. Successfully completed 70 e-learning classes

. Fraud Stopper of $8,500.00

. Highest Team 5/3 earner 4th Quarter 2005 ($1,840.00)

. 2nd highest earner for 2005 ($1,865.00) Only with 5/3 six

months when accomplished

. Had the highest grossing Team 5/3 quarter in 5/3 history

. Received 7 ROCKS nominations

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