Customer Service Manager
Resume:
Amy M. Day *** Washington Street- Perry, GA *****
478-***-**** ****@********************.***
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Objective
Financial Services professional exploring opportunities to contribute
dynamic management, operations, commercial/retail banking, loan
administration and team building toward actively supporting the employer in
maximizing financial performance.
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Career Profile
> Over 20 years of successful career business background.
> Knowledgeable in all facets of financial services operations.
> Expertise in commercial/retail banking, business loan portfolio,
deposit acquisitions and business development.
> Comprehensive understanding of business management.
> Adept in P&L, quality liquidity, credit proposals and loan
closings.
> Control and monitor potential portfolio weaknesses and resolve
delinquent credit issues.
> Proficient in advanced business software applications.
> Award winning record of progression to assignments of increasing
responsibility and authority.
> Proven accomplishments in building market share and recognition.
> Track record of achieving challenging revenue objectives.
> Outstanding capacity in customer service.
> Well-organized multi-tasker with strong detail orientation.
> Corporate sponsored professional development programs.
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Professional Experience
Moon Family Holdings, Macon & Columbus, GA
2009-Present
Consultant; Commercial Real Estate Development & Management
Oversee management and operations of 70 million dollar complex real estate
portfolio consisting of commercial development, residential development,
construction projects, rehab, apartments, manufactured homes, and a variety
of other office retail and industrial income producing properties.
Provide leadership and coordination in the administrative, operations,
business planning, accounting and budgeting efforts for all 17seperate
entities comprising the real estate holdings.
Contribute and oversee development initiatives such as conversion to income
producing thru leasing, 1031 exchanges, sale and liquidation of assets,
acquisitions, deal evaluation and due diligence.
In command of all aspects of financial reporting functions, work directly
with the Companies outside CPA's, work directly with the internal
bookkeeping staff, provide various analyses of balance sheet and
profit/loss statements, work on special projects as necessary, develops
outside relationships with investors, bankers, real estate agents and
brokers, etc.
Utilize financial data to diagnose business strengths and weaknesses and
identify the implications for potential strategies; keeping a financial
perspective in the forefront when making strategic decisions.
Manage and analyze cash flow, cost controls and expenses.
Arrange and structure appropriate debt financing as required for capital
needs.
Creatively develop and present to creditors oral and written workout
strategies of impaired assets to reduce overall degree of risk associated
with special or distressed assets within portfolio.
Oversee legal aspects associated with bankrupt entities and problem assets
within organization. Work closely with internal/external legal counsel for
remedies.
Utilize commercial credit and underwriting experience as well as working
knowledge of bankruptcy laws, real estate laws, state collection laws,
banking regulations, and collateral valuations for risk management and
recovery.
BB&T Bank, Warner Robins, GA 2002 - 2009
Vice President/Sales Manager; Commercial Banking, Consumer Banking
. Act as Senior Banking Officer.
. Oversee daily functions for commercial/retail banking, business loan
portfolio administration, deposit acquisitions and development of
positive community image.
. Orchestrate innovative business development strategies.
. Ensure accurate and appropriate documentation and legal compliance.
. Spearhead sales/operations process improvements.
. Develop and execute annual unit budget.
. Provide leadership for staff of up to seven Managers.
. Facilitate real estate and C&I loans up to $30MM.
. Control, monitor and direct credit portfolio exceeding $68MM.
. Ensure unit currency with advanced technology methodologies.
. Deliver profitable unit performance on a consistent basis.
. Establish highly positive business client relationships through use of
the Consultative Relationship Management Process.
. Launch multiple prospecting initiatives to gain new business.
. Coordinate efforts of Private Bankers, Relationship Managers and Wealth
Management Advisors.
. Serve as Corporate Representative in the community.
. Recipient of Banking Network Sterling Performance Award, Best Credit
Quality Award (three annual occasions) and Fee Income Producer of the
Year (two annual occasions).
Loomis Fargo, Macon, GA 1998 - 2002
Corporate Account Executive
. Retained to perform wide-ranging account management and business
development functions.
. Successfully oversaw national accounts for cash and risk management
services.
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Earlier Background
Prior to 1998, served as Business Development Manager, America Credit
Financial Services, Warner Robins, GA, and Corporate Auditor, Sunstar
Acceptance, Atlanta, GA. In these assignments built outstanding financial
management, operations, account oversight, auditing and staff supervision
skill sets.
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Education
BB&T Banking School,
Leadership Program for Houston County
Continuous Banking education credits, 568.50 hours
Workshop: FARR Associates, 2008
Leadership and Professional Development, 2008
Omega Business University, Macon, GA 31069
Graduated: 02/28/2005
Major: Business Credit Instructor Evaluation
Certification, 82%, Ranked #2 out of 15 students in course
BB&T University, Warner Robins, GA 31093
Graduated: 02/20/2003
Major: Leadership
Certification, 99/100 Score
Lexis Nexus, Oracle, Bank Pro, Proactive, Outlook, Excel, Word, PowerPoint
Diploma, College Preparatory, Perry High School, Perry, GA, 31068, 1989
SUPERVISOR QUOTES AND RATING COMMENTARY:
"Amy Day exhibits exceptional pride and ownership and possesses strong
personal goals and accomplishes goals within the context of work unit and
corporate missions and possesses self-motivation and a strong work ethic,
including the initiative, energy, and desire for success. Can make things
happen, negotiate, and "make a deal." Recognizes business opportunity and
seizes it. Meets agreed goals on consistent basis. Leads by example and is
forward-thinking. Creates and manages real and positive change. Selects and
retains talented people. She encourages training and education. Provides
coaching and feedback to develop team members to fullest potential.
Evaluates and rewards employees objectively. Proven Top Producer; developed
leadership and diplomacy skills." Scott Carpenter, Senior Regional Credit
Officer, BB&T Bank, Overall Performance and Summary, 2008
"Conducts and follows policy and practices; properly analyzes financial
information to include historical performance and project ability to
perform per the terms of our agreements. Considers all elements of credit
risk and objectively assesses the degree of risk within acceptable
parameters; utilizes logic and assessment of risk as determined through
proper analysis and maximizes relationship economic profit." Scott
Carpenter, Senior Regional Credit Officer, BB&T Bank, Overall Performance
and Summary, 2008
"Regional Senior Credit Officer and Administrator-Amy is a great balanced
lender as evidenced by the quality, profitability, and growth. She has
shown her true abilities by how she is managing a $90M credit portfolio in
a challenging economic environment." Jack Lester, BB&T Bank, City
President, 2007
"Welcome to the Board of Directors for the Rainbow House Children's
Resource Center. I have enclosed an application. Please complete it and
return it to us by mail to the address above or to the fax number." Barbara
Jernigan, Office Manager, Rainbow House Children's Resource Center, 2007
"My partner Camille and I were impressed by the reception we received
during our visit on April 14, 2006; we must first apologize for when we set
the date for the meeting with the developers, builders, and realtors. We
did not realize that it was Good Friday. Nonetheless, the meetings and the
day went exceptionally well because of the attention, dynamism, and
arrangement made and provided by Amy Day." W. Rouzea, Vice President,
Lucent Technologies, 2006
"Amy: Thanks for doing such a great job with the client and prospects. You
are really making a difference in the Warner Robins market." David Lanier,
Regional president, BB&T Bank, Position, Organization, 2006
"Once, again Amy has proven herself as top producer, not only in the region
but also in the entire banking network. I find it difficult to come up with
new ways to recognize her achievements and accomplishments and excellent
underwriting skills, good client relationships, and willingness to work
hard to get the job done." David Lanier, Regional president, BB&T Bank,
Position, Organization, 2006
"Amy received a score of 82 and was 2 out of 15 to pass this course. This
course consists of eight modules of independent study materials followed by
cases study. The major sections of this class were identifying the
Borrowing Cause, Analyzing Business Risk, Analyzing Financial Statements,
Analyzing Cash Flow, Developing Projections, and Working Capital. A
significant amount of material is covered in this advanced course in a very
short period of time and required at lot of hard work by the participants.
Amy succeeded in earning a passing grade on a very difficult test, which is
representative of this very comprehensive course. Amy had a positive
attitude and actively participated in group discussions. Her input to the
class was meaningful and helpful, not only to the class, but also to me as
an instructor. She worked very hard to learn as much as possible in this
course and should be commended for her success." Steve Boyenger, Regional
President, Omega, 2005
OTHER QUALIFICATIONS:
Job-related training courses:
Community Reinvestment Act, 03/2005, 2007-2008; Security Procedures, 2005,
2006, 2007, 2008; Business Loan Strategy, 1/31/2005, Basics of Financial
Accounting, 1/27/2005; Building and Managing Business, 03/2005; Regulation
DD Truth-in-Lending, 8/3/2005; Richardson Company Negotiating Skills,
11/1/2005; Securities Inquiry, 04/2005; Business Deposit Product Knowledge
01/2005, Fair Credit, 02/2004, Truth and Lending Regulation Z, 04/2004,
Bank Secrecy Act Abridged, 05/2004; U.S. Patriot Act, 06/2004; Regulation
CC, Funds Availability Act, 06/2004; Construction Residential and
Commercial Lending, 10/2004; Business Lending, 12/2004; Fundamentals of
Retail Lending, 02/2003; One Leader at a Time, 09/2003; Residential
Mortgage Regulations, 12/2003; Emotional Intelligence, 12/2003; Cohen Brown
Practical Time Management, 05/2003.
The following courses were taken between 2007 to 2008: Money Laundering
Fundamentals, Equal Credit Opportunity Act, Home Anti/Tying Training
Regulation Y, Fundamentals of Commercial Real Estate, Cip, Sir/Sars,
Account Analysis, The Consultative Sales Retentions Process, Wealth
Management, Managing Business Quality, RMA Assessment, Records Management,
Consumer Privacy Act, Understanding Tax Returns, Land Acquisition and
Development Training, Executive Team Development, Manager Team Development,
Leadership Development, Executive Coaching Management, Maximizing
Leadership, Dynamics, Effective Team Building, Strategic Leadership
Development
Job-related certificates and licenses:
Omega Business University and Business Credit Instructor Evaluation
Certification, 2005
BB&T University and Leadership Certification, 2003
Honors and Awards:
Who's who, 2009, 2008
Loan Production, Ranked #2, 2008
Promotion, Vice President, 2007
Promotion, Job Grade, 2007
Top 10 Annual Deposit Producers, 2007
Top 10 Fee Income Producers, 2007
Superior Business Loan Portfolio Growth, 2007
Top Five Deposit Producer, $23M, Ranked #2, 2007
Warner Robins Area Chamber of Commerce Leadership Program, 2007
Banker's Secret Shoppers "Excellent Customer Service" Award, 2006
Business Banker of the Year, 2006
Sterling "Manager" of the Year, 2005
President's Award, 2005
Promotion: Financial Manager, Business Banker, 2004
Best Credit Quality, Highest Profitability, Best Audit Documentation Award,
2004
Promotion: Assistant Vice President, 2003
Financial Center, Best Improved Performance Branches, 2003
Loomis Fargo, Account Executive of the Year, 2001
Professional and Social Affiliations:
Red Cross, Fundraiser, Event Coordinator, 2009, 2008, 2006
The Moose Club, Educational Funds Fundraiser, Event Coordinator, 2008
United Way, Bank Leader, Fundraiser, Volunteer, 2008, 2006, 2004
Warner Robins Area Chamber of Commerce Leadership Program, Participant,
2007
Board of Directors, Rainbow House Children's Resource Center, 2007
DDM, Fundraiser, Event Coordinator, 2007
The Biltmore's "Who's Who" among Professional Business Women, Recognized
Member, 2009, 2008
Branding "Beliefs, Behaviors, Results," Quality Management Performance,
Producer, 2009
Knowledge, Skills, and Abilities:
Ability to communicate, lead, manage, direct, supervise; provide expertise
in commercial and retail banking, business loan portfolio, deposit
acquisitions, and business development; execute comprehensive understanding
of business management; proficient in profit and loss analysis, quality
liquidity, credit proposals, and loan closings; control and monitor
potential portfolio weaknesses and resolve delinquent credit issues;
advanced business software applications; advance into increased levels of
assignments and authority; demonstrated skills in market share; achieve
challenging revenue objectives; customer service; multitasker; detail-
oriented; corporate-sponsored professional development programs; Microsoft
(MS) Word, Excel, PowerPoint, Access
References
Larry O'Neil
State Representative for Georgia
Gary Garrad
Appraisal Services
Anita Harvey
BB&T Bank
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Contact this candidate