Customer Service Training

PATRICIA S. ARMOCIDA

**** ****** ***., *********, **** 45429

************@***.**.*** Cell (937) 789-

8450

OBJECTIVE

I want to obtain a position where I can utilize my years of professional

experience and knowledge to make a difference in people lives.

SUMMARY

A highly energized, motivated, results-driven business professional, with

significant experience in the Banking/Financial Industries, that adapts

well to change and managing multiple priorities in fast-paced and adverse

environments. Recognized strengths include:

Research and Problem Solving Written and Oral Communication

Excellent Customer Service and Support Loss Reduction

Education/Training Physical and Site Security

Excel, Word and Power Point Local, State, Federal Regulations and

Accreditation

Private Police Investigations Community Reinvestment Act Requirements

PROFESSIONAL EXPERIENCE

FIFTH THIRD BANK, Dayton Ohio

1999 - 2009

Community Development Officer (2008 - 2009)

I managed the charitable/donations budget of $1.5 million per year for a

twelve-county area.

. Assisted non-profit agency with its grant requests to ensure the agency

had met the bank's requirements for obtaining the requested funding.

. Coordinated the Federal Home Loan Bank's American Dream and Welcome

Home programs to guarantee that customers had demonstrated their

qualifications for funding.

. Educated retail, mortgage, and commercial lenders on the Community

Reinvestment Act requirements to preserve the bank's outstanding

rating.

. Defined several CRA mortgage loan programs, which helped attract

customers that would enhance/maintain the bank's CRA lending rating.

. Teamed with the collection department to identify consumers who could

benefit from several non-profit programs. Helped reduce losses due to

foreclosures.

. Served on several community nonprofit boards.

Senior Bank Investigator, Officer (1999 - 2008)

I investigated the circumstances surrounding a variety of fraudulent cases

that involved credit, debit, & ATM cards, stolen/forged checks, counterfeit

checks, unauthorized saving withdrawals, fraudulent consumer and commercial

loans.

. Reduced losses through building and maintaining all investigation

records, including interviews with witnesses and suspects, and

obtaining physical evidence to support prosecution in these cases

. Organized investigations with law enforcement both Federal and Local

Agencies to identify and apprehend suspected criminals, and to obtain

restitution of losses.

. Ensured compliance with Federal regulations through executing written

reports that were reviewed by the Board of Directors, The United State

Secret Service, The FBI and The IRS.

. Applied the ability to interact with customers in person and on the

telephone under adverse conditions as part of problem resolution.

. Conducted investigations of banking center shortages and suspected

internal thefts, self-dealing, general liability claims and workplace

violence issues across all business lines to reduce losses.

. Responded to Bank Robberies, and served as a liaison with Federal and

Local Law Enforcement Agencies, to help identify and apprehend the

suspects.

. Developed and provided internal education/training to the various

lines of business on Robbery, Fraud, and Physical Security matters,

which helped to reduce losses and boost customer retention.

. Provided education to business and consumer groups on the various

types of fraud to help them prevent losses.

PATRICIA ARMOCIDA - Page 2

Senior Bank Investigator, Officer (Continued)

. Responded in person to Physical Security issues such as card access

problems, and problems with Branch alarms, vaults, and doors,

determined if the problem could resolved on site or if service call

was needed.

. Represented the Bank in court as a Professional Witness on the bank's

behalf regarding the authenticity of bank records as they related to

civil and criminal matters.

. Successfully investigated over 100 internal and 1102 external fraud

cases, with initial losses of $28.2 million. Prevented losses of $9.4

million, recovered of $8.0 million, with actual losses totaling $10.8

million.

ADDITIONAL EXPERIENCE

BANK ONE, NA, Dayton, Ohio 1978 -

1999

Bank Investigator/Contingency Planner Coordinator 09/1991 - 12/1999

I managed a $2.7 Million Dollar Budget, which included capital project

justification and profitability studies.

. Recovered $10.1 million on charged-off accounts, by contacting

merchants and customers.

. Assisted the Vice President with developing, implementing and

formulating the monthly, quarterly and yearly reports on the bank's

goals and incentive plans.

. Monitored reports on customer accounts to prevent loss due to kiting,

un-collected funds, overdrafts and drawing on the day's deposits

Statistical/Financial Analyst - 01/1989 - 09/1991

Administrative Support - 03/1984 - 01/1989

Secretary II and Consumer/Student Loan Processor - 09/1979 - 03/1984

Clerical III and Branch Registrar 05/1978 - 09/979

EDUCATION

Sinclair Community College, Dayton Ohio Major: Business

2012

PROFESSIONAL TRAINING AND CERTIFICATES

Financial Crimes Conference Columbus Police

Workplace Violence Prevention Course Threat Assessment

Group

Emerging Trends in Fraud Fraud Examiners and

Fraud Association

Scam School Better Business Bureau

Providing Exceptional Customer Service Fifth Third Bank -

In-House Training

Know the Game Miami Valley Crime Prevention

& ASIS

Wicklander Interview & Interrogation Wicklander-

Zulawski Associates Inc.

Value Diversity Fifth Third Bank - In-

House Training

Write On/Language Skill Workshop The Grammar Group

Microsoft Office 2007 (Excel, Word. Power Point) Sinclair Community

College

Private Police Professional (State Certified) Sinclair

Community College

Time Management Franklin Covey

COMMUNITY SERVICE

Miami Valley Credit Counsel, Board member - 2008 -2009

Community Bank Association, Board member - 2008 -2009

Community Roundtable Association, Board member - 2008 -2009

Mentor for the EJ Brown School, Volunteer - 2007 -2009

National Aviation Hall of Fame, Volunteer - 2009

Award/Honors

City of Dayton - Award for Outstanding Public Service to the Dayton Police

Department

Contact this candidate