Customer Service Manager

Kisha Alexandria Mike

**** ****** *** *** ****, Rocky Mount, NC 27804, USA

Day\Evening Phone: 252-***-**** Email: abi2bx@r.postjobfree.com

US Citizen: YES

Education

Elizabeth City State University, 1704 Weeksville Rd, Elizabeth City, NC

27909 Attended 08-1998 to 05-2002

Awarded: Bachelor of Science Degree in Computer Science w/ minor in

Business Administration on May 11, 2002

Training

. Nash Community College Certificate 2006: Building, Upgrading, and

Troubleshooting PCs

Skills & Applications

. Windows 2000 / NT / XP, Microsoft Office 2003

. Adobe Photoshop, OpenGL, and Visio Professional

. 8 years of proficiency at management and administrative organizing

. Effective interpersonal communication skills

. Typing: 38-40 WPM

. Ingenuity and innovation in all aspects of the job

. On-Demand, CIRIS, IMPACS,ARP/SMS/CICS/TESTCICS/ TSO, ProComm, RBC

Peregrine Tickets, Treasury Connect/Cash Plus, Network Gateway/

Manager, Web Connect, Persona, A/R Advantage, Garda, IBoss, Stellent

Employment

RBC Bank, 1417 Centura Hwy Blg 3, Rocky Mount, NC 27803

Treasury Management Support Specialist II 04/02/07 to current Hours

Worked Per Week: 40

Supervisor's Name: Rhonda Tanner Telephone Number: 252-***-****

May You Call: Yes

. Ensure that all product requests for AIP Master Note, AIP+,

Eurodollar, Secured Public Sweep, and Repurchase Agreement, are

delivered within the established service agreement timeframes while

maintaining a low error rate

. Maximize the use of the commercial clients' available funds by linking

multiple disbursement accounts to a master account used for fraud

protection

. Process set ups/deletions/maintenances/verifications for Positive Pay,

Recons, Balance Reporting, Rate Changes, AIP Maturity Notices, Lockbox

Reconciliation and processing, Check Access, Treasury Connect, Remote

Deposit Capture, Integrated and Web ACH, and Analysis

. Provide exceptional customer service to both external and internal

customers, expediting and resolving customer issues within a 24 hour

period

. Provide support on the Network Gateway project

. Assist Team Leader with distributing work to the team and

documentation on a shared drive

. Help with the review and updating of procedures

. Distribute Reports to the appropriate staff

. Notify Commercial Officers/Bankers of Matured AIP+ so they can take

action to renew or extend maturity dates

. Research and resolve reject items for the commercial accounts

. Reconcile account balances of the commercial customers by EOM or by

special cut-off dates, making adjustments as needed that minimize the

risk of loss due to fraud or theft

. Reset commercial clients' passwords on Network Gateway for Positive

Pay clients

. Ensure and set up Input File layout the way the customer requests for

Positive Pay

. Coordinate with an IT Programmer in order to test input/output files

for Positive Pay

. Submit MAC requests for the establishment of server file names for

Positive Pay customers

RBC Centura, 134 N. Church St, Rocky Mount, NC 27803

Mortgage Escrow Associate 04\15\03 to 03\30\07 Hours Worked

Per Week: 40

Supervisor's Name: Toni Battle Telephone Number: 252-***-****

May You Call: Yes

. Research and resolve customer concerns about escrow items and

disbursements.

. Resolved customer issues concerning their property re-evaluations,

partial releases, and/or homestead exemptions.

. Run reports based on open items status and penalties to ensure that

disbursements are made.

. Obtained delinquent amounts or redemption amounts if taxes have went

to tax sale.

. Balance general ledgers and typed checks for the payment of taxes or

tax penalty/interest.

. Input and update data and information into the mortgage loan system in

order to monitor loans.

. Disbursed escrow funds for the payment of taxes, which are remitted

during specified time frames.

. Processed refunds from different tax authorities.

. Researched and made sure non-escrowed customers fulfilled their

contractual obligations by paying their taxes in a timely manner.

(Continued on next page)

Manpower, 600 Tiffany Blvd, Rocky Mount, NC 27804

Documentation Specialist 08\12\02 to 04\15\03 Hours Worked

Per Week: 40

Supervisor's Name: Judy King Telephone Number: 252-***-****

May You Call: Yes

. Placed sensitive documents from loan files for a bank that was

acquired by RBC Centura

. Secured documents (Deed of Trust, Note, Title Policy, VA Cert., etc.)

in a vault

. Created spreadsheets of loan applicants and categorized loan files

that corresponds with the originality of the documents

. Sent documents to micrographics

(References Available Upon Request)

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