Customer Service Manager
Resume:
LYNDA SHEEHAN cellular: 972-***-****
**** ***** **** *****: *********@*****.***
Plano, TX 75093
OBJECTIVE
To obtain a position in result orientated company that seeks an ambitious and career conscious person, where
acquired experience and skills will be utilized toward growth and advancement.
HIGHLIGHTS OF QUALIFICATIONS:
• Energetic and self-motivated team player facilitates a team approach to achieve organizational objectives .
• Proven ability to learn material quickly and to adapt to change.
• Superior communication with offering financial products and services to individual consumers.
• Excellent product knowledge and skills to resolve more complex customer service.
• Experienced in retaining and deepening customer relationships to achieve sales goals.
• Open deposit accounts, take loan applications, and respond immediately to customer service inquiries,
• Resolve issues and recognize and refer to other financial services (i.e. BAI, and Premier Clients
Managers.)
PROFESSIONAL ACCOMPLISHMENTS:
• Professional, service-minded attitude and executive demeanor. Provides a superior level of service to clients.
• Excellent oral and written communication skills. Able to use judgment in assessing and determining
customer needs and expectations.
EMPLOYMENT HISTORY
BANK OF AMERICA N.A.
2011-present
AVP, Small Business Specialist
Role: Serve as the banking centers resident small business expert, successfully addressing the needs of new
and existing clients for business and personal banking needs.
FIRST PRIVATE BANK OF TEXAS
AVP, Private Banking Administrative Assistant Plano, TX 2010 - 2011
Role: Support the Relationship Managers by providing administrative solutions and services for high net worth clients.
Protect the bank and clients by complying with relevant policies, procedures and regulatory requirements. Assist
bankers by processing loan payments, delinquencies, and obtaining renewal information. Prepare monthly BSA
statements and compile information for relationship manager analysis thru complex board reporting used to directly
impact business decisions. Organize and collect information to assist the bankers with tasks (CIP and account
transitions from other institutions). Update and maintain marketing information using ACT software. Provide foreign
exchange quotes, currency, drafts, and international /domestic wire verification. Maintain cash drawer to provide
backup support for all lobby functions and customer transactions. Apply in-depth understanding of bank transaction
processing, documentation requirements, CIP policy, legal and regulatory requirements, and processes. Consistently
exceed client expectations with problem solving skills. Efficiently organize board meetings and client related luncheon
gatherings.
BANK OF AMERICA N.A.
AVP, Small Business Specialist Plano, TX 2004-2010
Role: Served as the banking centers resident small business expert, successfully addressing the needs of new
and existing clients for business and personal banking needs. Promoted to Small business hub leader,
organizing and supervising weekly conference calls to support and directly impact production for five area
banking center small business champions. Contribute in growing client pipeline, increase associate
confidence and experience in off-site canvassing to seek out potential new business clients. Work directly
with business client managers and small business financial solutions underwriters to provide each customer
with the best banking solution. Member of several community networking groups, attend monthly meetings
to deepen relationships throughout Plano, McKinney, and North Dallas area as well as Small Business
Development Centers in Collin Community College campuses. Aided in the successful deployment and
establishment of a Denovo Banking Center in the community by generating new business, deposit growth,
driving customer delight thru partnering with other lines of business and coaching fellow associates around
product knowledge and best practices.
FLEET BANK
Service Associate /Personal Banker Marshfield, MA 2000- 2004
Service professional who interacts with clients and is responsible for handling customer transactions.
Complete necessary banking requests, deposits, transfers, and all other banking transactions.
Balance cash draw daily with accuracy and according to operational compliance guidelines. ATM custodian.
New account opening of DDA, SAV, IRA accounts, loan and lines of credit applications, credit cards and
CD’s.
BANK BOSTON/ABINGTON NATIONAL BANK
Teller / Lending Clerk Marshfield, MA 1977-2000
Responsible for recording Purchase and Sales Agreements on bank owned properties for resale.
Assisted in the process of all loan applications by obtaining credit reports, maintaining loan documentation
which assisted in loan officers in accomplishing portfolio objectives and encourage the importance of sound
credit skills and learning practices.
HONORS AND AWARDS
• South Shore Regional “Best Performance Award - Bank of Boston - 1998
• Gold Star Recognition Award - 1999
• Developing Gold Star Achievement Certificate Award - 2000
• Bank of America “Award of Excellence” (2nd, and 3rd quarter 2005)
• Bank of America “Award of Excellence” (2nd, 3rd and 4th quarter 2006)
• Bank of America “Small Business Sales Excellence Award 2007
• Bank of America Small Business Specialist ranked #2 in region
• Member of E-Womens Networking, Plano and McKinney Texas
• Directly impacted Legacy Town Center completing 2006 as #4 in Franchise
• Finished 2007 2nd and 3rd in the division for Small Business focus
REFERENCE
REFERENCES
Neil A. White
VP Consumer Market Manager
Bank of America
Patty A. Frevert
VP Client Manager Business Banking
Bank of America
Johannes B. Massar, Attorney
Massar & Massar Law Firm
Dallas, TX
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