Customer Service Manager

Josephine P. Tripodi

**** ******* ****** ****: 215-***-****

Willow Grove, PA 19090 ****************@*****.***

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Abington Bank - Jenkintown, PA 2005-Present

Position: Branch Manager-/Assistant Vice President

Retail Banking

Organize and direct all general accounting activities within

the branch

Oversee tellers, head teller and Assistant Manager in meeting

their daily objectives

Ensure that branch is run in a professional and orderly manner

Meet customer's needs in areas of opening new accounts, which

consist of:

Savings, certificate of deposit accounts, checking accounts,

business and IRA accounts

Constant interaction with customers needs

Responsible for growth of branch from 58 Million to 66 Million

Networking with various businesses in geographic area

Maintain customer service performance feedback gained from

Mystery Shops and customer service

Fleet Credit Cards Service - Horsham PA 1987-2005

Position: Collections Manager 2001-2005

Bankruptcy Suppression, POA, Executive Correspondence & Clerical

Support Units

. Oversees daily activities related to collection $77 mm in delinquent

credit card accounts

. Leads two supervisors and 25+ Collection Rep staff to achieve

optimum performance levels

. Ensuring timeliness and accuracy of 28 collection functions of the

clerical support departments

. Monitors associate FTE to remain in-line with departmentally set

capacity plans

. Close interaction with Peregrine Service to automate the paper

format of "CCCS proposals

Position Collections Manager

Skip Trace and Customer Assistance Units 1998-2001

. Responsible for the daily activities of the Skip Traces and

Customer Assistance Units

. Implemented three new internal collection programs

. Increased productivity 35% by installing systems which solicits

credit card payments on-line

. Assisted in the conversion and purchase of portfolios from

Advanta, Household and Bank Boston

. Close interaction with Consumer Credit Counseling Agencies, the

NFCC, AICA and MasterCard

Position: Collection Supervisor

Support Teams/Collections and Fraud 1993-1997

. Created schedules to ensure adequate coverage for fraud and collection

functions

. Trained new hires on collection systems; emphasized fraud and

collection policies and procedures

. Resolved conflicts between employees, vendors and intra-company

departments

. Coordinated paper flow within the unit to meet or exceed departmental

standards

. Assigned daily lost/stolen report queues and accounts that penned for

reissue

. Recommended merit increase, promotions, new hires and termination

Position: Supervisors of Teacher Service Loans 1987-1992

Liberty Bank - Multiple Positions

Head Teller, Customer Service, Trainer and Branch Manager 1976-1987

Computers Skills: Proficient in Microsoft Work, Word Perfect, Excel, FDR,

RMS Evolve and the Internet

Education: Arcadia University - Liberal Arts courses

Montgomery County Community College - Business

Certificates - Principals of Real Estate, Dynamics of

supervision and Certified Sales Professional

*Bi-lingual - Fluent in Italian

Treasurer of Families of Spinal Muscular Atrophy

Vice President of Citizen and Police Together

Former Committee Person for Ward 8

Ambassador - to the Eastern Montgomery County Chamber of

Commerce

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