Customer Service Sales

Travelle A. Hawthorne

*** ******* ****** ***** *******, AL 35757

Home 256-***-**** Cell 256-***-****

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

Professional Goal

To secure a challenging position with a well established organization that

will enable me to utilize my organizational skills, educational background,

and the ability to help achieve the organizations strategic goals.

Education

University of Phoenix Huntsville, AL February 2009

Masters of Business Administration

GPA: 3.8

University of Alabama Tuscaloosa, AL August 2004

Bachelor of Science in Finance, concentration in Banking and Financial

Services

Professional Affiliations

American Finance Association Member, 2006

National Black MBA Association Member, 2008

Cambridge Who's Who Nominated, 2009

The National Children's Advocacy Center Huntsville/Madison Volunteer,

2009

Certifications

Notary Public at Large Alabama

Representative Courses: Economics, Accounting, Finance, Strategic

Management, Operations Management, Marketing, Management, Statistics,

Business Legal Studies, Computerized Management Information Systems,

Investments, Money Capital Markets, Banking, Insurance, Generic

Benchmarking, and 9-step decision making model.

Technical Skills

Operating Systems: Windows, Delphi, Fidelio, Jack Henry, OneDegree, HOST

Writing/Publishing: PowerPoint, Word, FrontPage, Outlook, WordPerfect

Business/Financial: Excel & Access

Qualifications

Verbal/Presentation: Client communications/interaction (managers,

administrators), team collaboration, and

management reporting

Research: Data collection, organization, and analysis; investigative and

interviewing skills; time/priority

management; maintaining files and confidential records

Finance: Predictive models, financial impacts, budgeting, cash flow

analysis, financial

investments, financial analysis, risk management, statistics, cost-

benefit analysis, financial statement

preparations, credit checks. Work breakdown structures (WBS), cost

reporting, sales, planning &

forecasting

Business Skills - Pays close attention to detail; Possesses good

organizational skills; Accounting skills; In

depth knowledge of bank products (i.e. deposit accounts and lending

services)

Problem Solving - Identifies and resolves problems in a timely manner;

Gathers and analyzes information

skillfully; Develops alternative solutions; Works well in group

problem solving situations; Uses reason even when dealing with

emotional topics.

Customer Service - Manages difficult or emotional customer situations;

Responds promptly to customer

needs; Solicits customer feedback to improve service; Responds to

requests for service and assistance; Meets commitments.

Core Values - Has a high level of commitment to service to all of our

customers, both external and internal;

Honors others and acts with integrity and ethics; Accepts personal

responsibility for actions. Works with integrity and ethically.

Displays passion and optimism; Inspires respect and trust. Follows

policies and procedures.

Judgment - Displays willingness to make decisions; Exhibits sound and

accurate judgment; Supports and

explains reasoning for decisions; Includes appropriate people in

decision-making process; Makes timely decisions.

Professionalism - Approaches others in a tactful manner; Reacts well under

pressure; Treats others with

respect and consideration regardless of their status or position;

Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve

and promote quality; Applies

feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner;

Strives to increase productivity;

Works quickly.

Adaptability - Adapts to changes in the work environment; Manages competing

demands; Changes approach

or method to best fit the situation; Able to deal with frequent

change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction;

Completes tasks on time or notifies

appropriate person with an alternate plan. Always looks for increased

responsibility.

Security/Compliance - In depth knowledge of Bank Acts, rules, regulations,

and reporting agencies.

Experience

RBC Bank/First American Bank Huntsville, AL

Relationship Banker Feb 2008 - Present

Assistant Head Teller Aug 2007 - Feb 2008

Teller Aug 2006 - Aug 2007

Primary Duties

. Consistently exceeded production goals for new loans, deposits, and

fee income

. Achieved customer retention goals while increasing client

profitability by relationship building, outstanding service, cross

selling, and referral development

. Managed a portion of the banks portfolio

. Opens new accounts including checking, savings, IRA's, CDs, & Safe

Deposit Boxes

. Handles customer requests for rates, service charges, and account

maintenance

. Performs account maintenance such as change of address, title changes,

& account type transfers

. Originates and process consumer and small business loans (i.e. Home

Equity Lines of Credit, Home Equity loans, auto loans, lot loans,

credit cards, CD secured loans, & unsecured loans).

. Calls customers to inform them of any beneficial promotions

. Interviews applicant profiling customer to determine financial needs

. Analyzes applicants' financial status, credit, and property evaluation

to determine feasibility of granting loan request approving loans

within specified limits; referring loans outside of limits to higher

authority

. Corresponds with or interviews applicants to resolve questions

regarding application information

. Ensures loan agreements and supporting documentation are complete and

accurate according to policy

. Supports procedures for custody and control of assets, records, loan

collateral, and securities to ensure safekeeping

. Perform daily sales debriefs, daily commitments, daily needs

assessments, weekly role-plays and weekly staff meetings.

. Take part in programs to ensure bank compliance of CRA. I partner with

local schools, universities, and other community programs to teach

students basic banking and saving techniques.

. Set weekly appointments to present current and prospective business

clients and community outreach programs PowerPoint presentations about

our bank products (i.e. "Savvy Cents & working for you).

. Assist with Branch morning and evening duties to include opening &

closing the vault, working and locking the Night Depository, preparing

Teller stations with supplies and cash, and balancing the Teller

window &/or branch, setting the signal & alarms, and securing the

building.

. Offers guidance, leadership, and coaching to Teller staff discuss

operational & procedural changes

. Processes deposits, withdrawals, check-cashing requests, savings bond

redemption, credit card advances, commercial deposits, traveler's

cheques, cashiers checks, and IRA deposits.

. Receives checks and cash for deposit, verifies amount and examines

checks for endorsements; cashes checks and pays out money after

verifying signatures and confirming recourse

. Places holds on accounts for uncollected funds

. Considered the operational "best of the best" demonstrating the

highest quality of branch customer service; greets customer, uses

customer name, makes eye contact, smiles, and thanks the customer for

their business

. Participates in sales campaigns/programs through sales referral

modeling; Help train teller's on ways to identifies customers needs

and makes referral suggestions accordingly

. Assist in monitoring components of Branch Report Card and technical

performance appraisal tracking including: Help with proof error

tracking daily, and Teller Outage tracking to include Unsatisfactory

Tellers and Net Balance Rating

. Assist in managing operational loss within the branch to include: P&L

Recovery Reporting monthly, Decision NSF daily reports, Cash Item

Reporting weekly (to include collecting on NSF checks that are

returned in cash items daily), and cautiously providing supervisory

override for transactions requiring special approval

. Compiles required and special reports on operating functions of branch

as requested by Branch or Operations Manager

Secondary Duties

. Acts as subject-matter expert providing employee training to improve

efficiency and ensure conformance to standard procedures and practices

. Compiles sales referral tracking daily

. Assist in handling in-branch operational customer complaints from

inception to resolution

. Performs research work for customers regarding deposit posting issues

and other account issues

. Safe Deposit Box set-up, entry, and past due notice creation

. Completes branch regulatory compliance through computer-based training

module completion and other efforts/classes

. Attends or provides employee training to improve efficiency and ensure

conformance to standard procedures and practices

Hart & Cooley Huntsville, AL

Shipping Clerk Aug 2004 - July 2006

. Scheduling incoming and outgoing freight

. Expediting shipments and parts

. Preparation of shipping documents

. Troubleshooting shipping claims

. Verification of shipping receipts and freight payment authorization

. Assists with materials planning and tracking, parts inventory,

purchase requisitions, & cycle counting

. Reconcile open purchase orders and discrepancies

. Daily routing coordination

. Shipping & Receiving discrepancy management

. Packaging & Labeling discrepancy management

. Back order recovery management

. Build out order

. Tracking of parts

. Database System management

. Use daily sales to forecast the next day shipment orders

Blair's Bails Bonds New Orleans, LA

Finance Manager (Temp Position) Jan 2003 - May 2003

. Opened, logged, processed, and reconciled accounts for outstanding

payments on the bonds.

. Counted daily payments on bonds (between $20,000 and $50,000 in cash)

and deposit daily funds.

Four Points Sheraton Tuscaloosa, AL

Accounts Receivable Manager May 2001 - Dec 2002

**Promoted 5 times in 15 months

. Prepared general ledger, daily cash, weekly/monthly financial

statements, and general ledger reconciliations.

. Managed all outstanding balances on accounts and reduced 90+ day

accounts from 35K to under 5K in first 2 months.

. Created a promotional plan for visiting college parents.

. Created marketing brochure and made weekly campus presentations.

. Received employee of the month at Sheraton Four Points within seven

months.

. Managed 20+ employees on alternating assigned weekends.

. In charge of managers petty cash drawers and hotel cash safe.

. Prepared Power Point presentations for yearly hotel marketing plan.

Other Experience:

University Office of Counsel - Student Assistant Oct 1999 - Feb

2001

Attorney's Office - Student Assistant Summer 1998, 1999

Contact this candidate