Customer Service Sales

LYTRELL N. COURTNEY

**** ******** *****, ***** *****, LA 70816

Cellular Phone: 225-***-**** Home Phone: 225-***-****

Email: ********@*****.***

OBJECTIVE

I am seeking a position within a healthcare organization using my

customer service, decision making and team player skills. I offer

outstanding leadership and initiative abilities, excellent verbal and

written communication skills. Business administration expertise.

Progressive work ethics driven by a determination to achieve results

and attain success.

EDUCATION

MBA/ Healthcare Management

University of Phoenix

In Progress

Medical Coding Certification Course

US Career Institute

In Progress

Bachelors of Science in Business Administration

Baton Rouge, LA

GPA: 3.37

CORE COMPETENCIES

Operations Management Project Management

Integrated Business Topics Organizational Behavior

Business Continuity Planning and Management

PROFESSIONAL EXPERIENCE

American Gateway Bank, August 2006-present

Branch Manager, June 2009 - present

* Facilitate weekly sales meetings and sales promotions with staff

* Meet and strive to exceed branch sales goals

* Track and report monthly branch performance

* Demonstrate and execute professional customer service

* Training employees and implementing change as needed

* Community calls and prospecting new business

* Determine needs of the customer and deliver appropriate solutions

* Monitor and grow the branch's cash portfolio

* Community involvement via public speaking and presenting promoting

financial literacy

Training Coordinator, August 2007 - June 2009

* Responsible for encouraging sales and excellent customer service to

retail banking personnel at all levels (42 employees) and training in

Operations and Sales functions

* Created Teller Training program, enhanced and amended the BATTMAN (in-

house training manual), trained and developed mentors at each branch

* Developed and facilitated all curriculum related to sales and customer

service training for implementation to retail employees

* Liaison for Adopt-A-School program Fall 2008

* Facilitated financial literacy within the local school systems-

Ascension and Baton Rouge parishes

* Created and enforced reward / recognition program for retail branch

employees around goals and accomplished successes

JP Morgan Chase Bank, NA, June 1998 - August 2006

Deposit Services Team Leader/ Legal Coach/Sales & Service Associate

* Responsible for a staff of 7-16 employees in a various departments

* Handle daily tracking and reporting of volume

* Facilitate monthly operations performance with staff of 75

* Implemented training program within department for new hires

* Research and resolve escalated legal disputes

* Compiled policies and procedures for processing legal documents

* Structuring work flow to ensure service level agreements were met

* Site-wide Presentations / Meetings -"Park Ranger" for BTR Operations

Healthcare Experience

* Woman's Hospital, Active Volunteer, 2010

9000 Airline Highway

Baton Rouge, LA

* LA Technical College, 1997

Certified Nursing Assistant

Clinical Rotations: Sterling Place Nursing Home & Baton Rouge General

Medical Center

* LA Technical College, 1998

Practical Nursing - Incomplete

* Medical Careers Academy, 1999

Phlebotomy Coursework Completion

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