Customer Service Manager

Dahya, Bela

******@*****.*** 201-***-****

Summary:

. Around 3 years of broad experience in the financial market.

. Ability to deal with various customers, employees and staff members.

. Excellent communication skills both verbal and written.

. Able to set up priorities and take quick decisions and apply them to

meet the deadline.

. Self motivated.

. Easily adjustable to innovative tasks and concepts.

. Work independently and as team player

Work Experience:

Bank of America, NJ 08/2007 - 08/2010

Assistant Manager

. Responsible primarily for driving day-to-day operational excellence,

ensuring compliance requirements are met

. Managing the banking center's non credit losses and coaching teller

associates and sells associates to high performance levels.

. Coach and train the teller team to process transactions accurately,

efficiently, and in accordance with established policies and

procedures.

. Assist both teller associates and sells associates by using in-depth

policy and procedure knowledge to handle more complex transactions and

issues.

. Ensure day-to-day operational excellence in the banking center and

maintain the highest level of customer service standards.

. Ensure banking center compliance with federal regulations including,

but not limited to, USA PATRIOT Act, Anti-Money Laundering and Bank

Secrecy Act.

. Create a positive team environment in the banking center by modeling

appropriate behaviors and providing 360-degree coaching to tellers.

. Coordinate tellers to ensure high quality customer service.

. Provide input to Assistant Banking Center Manager on teller recruiting

and performance.

. Work closely with the Manager to continually improve banking center

performance by driving overall day-to-day operational excellence

(including compliance requirements) and enhancing associate

proficiency

. Delight customers and exceed satisfaction goals

. Create workforce stability by cultivating an engaged, spirited and

well-coached team

. Provide tellers with subject matter expertise on complex transactions

and issues

. Train and coach tellers on key accountabilities and tasks

. Identify customer needs and refer the appropriate products and

services

. Awarded and recognized multiple times by the CMM and CME for record of

excellence

. Promoted twice based on track record

. Ability to multi-task & handle tasks with competing priorities

effectively

. Strong experience on both side of teller and customer service

. Awarded many time for preventing fraudulent transaction

. Handled client customer relationship management functions, which

included promoting enduring relationships with a diverse clientele

. Cultivated positive and enduring relationships with customers

. Participated in sales functions within various organizations

. Maintain a smooth work environment by providing excellent customer

care service

. Authorize large money transactions (wire transfer, foreign currency,

drafts, etc)

. Promote ongoing BOA promotional products by visiting prospect

customers

. In absence of manager manage the branch daily activities smoothly

Trane Inc., NJ

02/2005 - 07/2007

Financial analyst

. Prepared investment analyses for clients, including several with more

than $1M in total assets under management.

. Communicated with sell-side analysts and company management.

. Assessed economic trends

. Developed a financial modeling system to evaluate multiple "what-if"

scenarios; system reduced forecast and budget preparation time by 80%,

increased process accuracy, and improved staff's awareness of actions

needed to reach production and financial goals.

. Implemented automated financial reporting process to download data,

reducing annual overtime by $25,000 and enhancing accuracy and

timeliness

. Created all strategic roadmaps for future growth and income.

. Commission business plans and market assessment studies for growth

MD Office Inc, NJ 02/2003 - 12/2004

Financial Analyst

. Create and distribute various financial reports on a monthly,

quarterly and annual basis.

. Assist with the review of monthly financial statements and analyze

variance to budget/forecast.

. Assist with the preparation of monthly financial statements.

. Summarize financial data.

. Assist in the development of financial models to analyze sales and

financial data.

. Assist with preparing consolidated budgets and financial forecasts.

. Assist as needed in the invoicing and paying cycle.

. Support special and ad hoc projects as needed.

. Strong Attention to detail

Bank of Baroda, India 01/2002 - 12/2002

Financial Analyst (Intern)

. Prepare monthly variance reports for operating groups

. Analyze actual vs. budget results

. Participate in the annual budget preparation process

. Prepare monthly and quarterly government contract expenditure and

statistical reports

. Maintain and update property and start up program expense reports

. Special projects

Additional Skill:

Platforms: Windows XP/2000/NT/7, UNIX

Languages: SQL, HTML, DHTML, .NET, C, C++, JAVA, J2EE, XML, Oracle

Software: Microsoft Office Suite, MS Project

Education & Certification:

Master of Science in Applied Mathematics

M. S. University, India 06/2000 -

06/2002

Major: Applied Mathematics

GPA: 3.44

LCC Institution of Technology, India 01/2001 -

01/2002

Certification course in E-Commerce

Bachelor of Science in Mathematics

South Gujarat University, India 07/1997 - 04/2000

Major: Mathematics Minor: Finance

GPA: 3.57

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