Customer Service Management

Carmen White

**** ******* ****** **** *** . Owings Mills, MD. . 443-***-**** .

***************@***.***

Highlights of Qualifications:

. 13+ years providing outstanding banking needs to customers .

. A motivated self-starter, able to quickly grasp issues and attend to

details while maintaining a view of the big picture. Expert in

juggling multiple projects and achieving on time completion.

. Creative, resourceful, and flexible, able to adapt to changing

priorities and maintain a positive attitude and work ethic.

. A clear and logical communicator, able to establish rapport with both

clients and colleagues, and motivate individuals to achieve

organizational objectives.

Professional Experience:

PNC Bank, Baltimore, MD. 2008-Present

Wealth Management Wholesaler

Greater Maryland

. Trained 7 regions in developing referral channels for PNC Wealth

Management client and business acquisition.

. Designed and implemented marketing strategies to achieved targeted

assigned market goals and developed a strong network of internal

referral sources through frequent and visible calling efforts

. Managed referrals and sales efforts for a defined geographic territory

through personal visits to establish, maintain, and strengthen

relationships with retail territory managers, regional sales managers,

and private bankers.

. Conducted Branch Educational sessions.

. Prepared monthly /weekly reports for Regional Markets.

Wachovia Corporation, Baltimore, MD. 2008-2006

Client Management Associate

. Served as initial point of contact for high net-worth individuals of

$5MM+ in liquidity and $10 MM investable assets clients by processing

money transfers, opening new accounts, and following up on loan

documentation,and past due collections.

. Responsible for developing client solutions for individuals with high

net-worth.

. Supported daily office operations by maintaining supplies inventory

which included travelers', foreign and official bank checks.

. Relies on extensive experience and judgment to plan and accomplish

goals.

. Performed a variety of tasks to assist in the support of the client

and relationship manager

Financial Specialist

. Responsible for new business development and cross-selling of all bank

products including cash management tool and investment products.

. Managed a book of business that averaged a 20% annual growth.

. Generated leads by cold calling, profiling clients, and effectively

presenting marketing advertising and products to enhance the

workplace.

. Responded to a broad range of customer inquiries and swiftly resolved

problems with minimal supervision.

MBNA America, Hunt Valley, MD. 2003-2006

Loss Mitigation Specialist

. Ensured proper collection actions by addressing the issues and

following procedures/instructions by choosing among alternative

courses of action to resolve delinquencies. Contacted customers to

resolve moderately complex issues regarding curing loan defaults and

recovering past due payments.

. Utilized computer software to document calls, analyze customer

problems, and resolve basic issues. Utilized all available tools and

technology to maintain good records about transactions . Researched

problems, such as skip tracing, to enhance customer account

maintenance.

. Used comprehensive knowledge of loan workout to resolve delinquency

while minimizing loss to the portfolio.

Amerix Corporation, Columbia, MD. 2002- 1999

Account Receivables Specialist

. Recognized for achieving best call quality and customer service

excellence and contributing to a successful once- call resolution

program initiative.

. Facilitated communications between customers and contractors to

resolve issues while building trusts.

. Trained new hires on products, company policies and call center

procedures.

. Utilized call center support applications to access information and

assist customers.

Bank of America, Baltimore, MD. 1998-1997

Branch Sales and Service Analyst

. Served as a proactive team member whose duties included performing

accurate and timely processing cash management skills.

. Identified customer needs to refer financial products and services.

. Worked with customer on a daily basis, meeting their banking needs and

referring their financial question to the appropriate individuals.

. Accepted and processed customer deposits and loan payments. Maintained

and balanced a daily cash drawer.

Skills:

. Sound knowledge in accounting standards and local banking practice.

. Adaptable and self-motivated in a fast pace environment.

. Excellent understanding of banking services and products on a

corporate level

. Good exposure to Wealth Management services

. Efficient in prospecting for new business

. Proficient in Word, WordPerfect, Excel, Lotus Notes, PowerPoint, and

Microsoft Office.

Education

Strayer University

Business Management Minor Human Resource Management

Community Involvement

. MBNA Boys and Girls Club

. PNC Bank Howard County 50 + Expo

. Constellation Energy PGA Tour Golf Classic

. Wachovia Bank Habitat for Humanity

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