Customer Service Management

**** ********** ***** . ******* ** *****

Phone 704-***-**** . E-mail ******-**@***.***

CHERIE M. CATHEY

Objective

To obtain a challenging position with a progressive

company where I can apply my formal education and

over 20 years of customer service, banking,

leadership and analytical experience to support

company growth.

Education

May 2007 University of North Carolina Charlotte, NC

B.S. Business Administration Major: Finance

Graduated cum laude

May 2000 Central Piedmont Community

College Charlotte, NC

A. A. S. Business Administration

Professional experience

Jan. 2009 - Present Wells Fargo, Charlotte NC

Online Consumer Service 3/NBBC Email Banker

Resolve client inquiries via email and phone

regarding Wachovia & Wells Fargo Consumer and

Business Deposit accounts, Business Credit Cards,

Online Banking and Online Bill Pay

Resident subject matter expert

Investigate, analyze and resolve complex client

issues via viable solutions in a timely manner

Articulate complex information effectively

Develop and maintain client relationships

Assist branch employees with escalated issues

Responsible for staying abreast of constant changes

to policies and procedures resulting from the

conversion of Wachovia to Wells Fargo

Identify ineffective procedure and process changes

or new initiatives to improve business performance

and growth

Routinely exceed quality and production goals

Assist with special projects

Train new hires

1 of 3 Bankers selected from over 200 Bankers to

handle email Merger queue

Maintained 3 Rating in KDM for 2010

Earned over 50 100% QA, WOW and Shared Success

Awards

Jan. 2008 - Jan. 2009 Wachovia, Charlotte NC

Personal Service Representative (PSR) 3

Responsible for supporting 3 managers and 36 PSR 2s

Intermediary between 3 managers and 36 PSR 2s

Provided 'in the moment" coaching and support with

escalated issues to 36 PSR 2s

Conducted one-on-one coaching and feedback sessions

Responsible for completing 8 Internal Monitors and

KDS reviews for 9 PSR 2s quarterly

Gathered and analyzed data to complete monthly and

ad-hoc reports

Collaborated with managers to assess performance

trends and develop coaching strategy for their reps

Provided remote support to managers and 60 PSRs in

India and the Philippines

July 2007 - Dec. 2007 Wachovia, Charlotte NC

Credit Card Specialty Team

Received awards for completing over 1,000 emails

and earning Perfect 7s in December 2007

Spotlight Award recipient in October 2007

Created and customized 70 credit card canned forms

Responsible for handling a minimum of 40 dispute,

photocopy, card, access items, interest adjustment

and fee waiver requests daily

Worked with diverse groups and levels of management

as a team to resolve credit card inquiries received

via email

Aug. 2007 - Nov. 2007 Wachovia, Charlotte NC

Innovation Team

1 of 3 people selected from over 200 PSRs for Alpha

P2P Project

Tested, reported errors and suggested improvements

for piloted banking feature

Attended meetings and training sessions with IT

Group and Senior Management

July 2007 - Dec. 2007 Wachovia, Charlotte NC

Electronic Communications Analyst

Earned over 300 Distinguished Performance, Top 10%

Club, Top Dollar awards and compliments for

excellent customer service

Elected by management to facilitate team meetings

and serve as POC in managers' absence

Elected by peers as Row Coach to provide win-win

solutions for complex and escalated issues

Mentored teammates to build relationships and

improve performance

Reduced department unit costs by 15% through "One &

Done" philosophy

Trained 75 new hires in NC and SC

Created over 100 error and jargon-free canned forms

for department use

Content & Quality Advisor to Canned Form committee;

assisted Travel Funds Group, Recognition Committee

and Retail Phone Team as needed

Jan. 2000 - Sept. 2000 First Union, Charlotte

NC

Team PSR

Assisted 6 managers with day-to-day managerial

functions

Increased productivity by 10% through comprehensive

cross-training of PSRs

Provided creative and winning solutions for

internal and external client issues

Handled an average of 15 escalated calls daily for

a team of 20 PSRs

Oct. 1999 - Jan. 2000 First Union,

Charlotte NC

Special Projects - New Hire Coach

Consultant to Management Team

Coached and led over 85 new hires in classroom

setting

Demonstrated proper call handling techniques in

live environment

Identified need for and provided extra one-on-one

tutoring to facilitate World Class Service

Aug. 1999 - Oct. 1999 First Union, Charlotte

NC

Business Self-Assessment Analyst, Card Products &

WDA

Liaison between branch employees and managers

Resolved client issues escalated from branches

Monitored and analyzed transactions processed on

employee and client accounts for legitimacy,

accuracy and compliance with banking regulations

Produced weekly and monthly trending reports for

Senior and Risk Management

Responsible for securing and administering new

deposit account numbers and reconciling Account

Closure reports

Aug. 1998 - Aug. 1999 First Union, Charlotte

NC

Help Desk Team Member, WDA

Provided policy and procedure support via phone to

over 200 PSRs in 13 states

Project management functionaries

Handled over 250 escalated calls in a year

Accurately processed an average of 25 foreign

currency orders daily

Dec. 1997 - Aug. 1998 First Union, Charlotte

NC

FBI Personal Service Representative (PSR), WDA

Received in excess of 100 awards for Personal

Excellence, Team Work and Integrity

Fielded an average of 70 calls daily

Proficiently used numerous bank systems to provide

hassle-free service

Increased company revenue by conducting

comprehensive needs assessment and forwarding solid

leads to Financial Specialists

Core Competencies

Stellar Customer Service, Emerald, Einstein, KANA,

Lotus Notes, Safari, CIV, CITRIX, Windows and Apple

based programs, Microsoft Office: Word, Excel,

PowerPoint, Access, Publisher, Project, Outlook,

Microsoft Internet Explorer, 10-Key, Data Entry

Contact this candidate