Customer Service Project

**** ********* *** ***** 612-***-****

So *.********@*******.**

Minneapolis, MN m

55419

Lisa Tscherne

Professional Profile

Practical professional with many years of experience in a fast-paced, deadline driven environment.

Proficient, personable team leader with exceptional interpersonal skills and demonstrates ability to

manage, mentor, motivate and develop a diverse staff.

Highly effective verbal and written communicator with proven aptitude to convey simple and complex

issues, information and procedures.

Organized, results oriented achiever able to manage multiple priorities.

Professional Experience Federal Reserve Bank of Minneapolis, MN

Operations Supervisor

June 2007-June 2010

• Supervised a staff of 64 employees.

• Responsible for monitoring key performance metrics, identifying

opportunities for improvement; balancing workloads, recommending

modifications to existing processes to support improved effectiveness;

and utilizing the appropriate process analysis, improvement controls,

communication, and training tools to meet improvement goals.

• Provided ongoing performance feedback and coaching of employees

to enhance their performance.

• Wrote and discussed annual performance evaluations for 38 team

members.

• Responsible for continuous improvement and measurement of

production activities including: quality, lead time reduction, on time

completion, efficiencies, safety, and budget control.

• Wrote, reviewed and updated operational procedures.

• Communicated changes or updates of procedures, events and things

of interest to employees through staff meetings and memos.

• Provided or participated in merit increases, promotion decisions and

disciplinary action.

• Provided customer service to 700+ depositing financial institutions.

• Co- Chaired and or participated in workgroups with department

members and outside vendors to identify and correct problems with

procedures and equipment to ensure cost effective, maximum, quality

output in all Check Department processes.

• Worked with FRS Check Services Training division and other Feds on the

re-Certification project for all jobs within Check Operations and chaired the

project in Minneapolis.

• Co-chair of Employee Management Committee, working with the MN

Dislocated Workers Program to help transition staff during closing of

Check Department.

• Accessed computer mainframe to schedule, execute and monitor

programs to ensure all file production applications were delivered

accurately within the established deadlines.

• Scheduled employees and approved vacation ensuring the needs of the

department were met.

• Verified for accuracy and enter timesheets in PeopleSoft system.

• Participated in ongoing Contingency testing.

Lead Reconcilement Check Specialist II

1995-June 2007

Troubleshot complex reconcilement problems.

Performed all processing, balancing and reporting daily.

Provided training to staff and maintained practices and procedures.

Provided work direction in absence to department management.

Assigned, checked and approved the work of others.

Supported current and new department applications.

Offered recommendations for improving check processing activities.

Participated in multiple Bank and System workgroups.

•

Computer Skills Microsoft Office Suite

• Lotus Notes

• Data Warehouse

• PeopleSoft

Bachelors Degree not completed

Contact this candidate