Lorraine Riccelli Hart

**** **** **** **** ******, NY 13039

315-***-****

abj4k1@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Supervisor with over 20 years of exceptional customer service attainment in the Financial Service Industry.

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Strong business acumen – highly collaborative and confident in making decisions. Proven track record in leadership,

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team building, vision and motivation.

Top performer – consistently recognized and rewarded for exceeding expectations in the areas of teamwork,

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initiative, follow up, accountability and attention to detail.

SELECTED SKILLS AND EXPERIENCE

Supervision and Leadership

Managed, coordinated and directed the day to day operations of the department.

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Responsible for all decision making in absence of the Site Manager.

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Reviewed staffing and volume trends to ensure consistent optimal employee plan.

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Interviewed, hired, trained and mentored (14) operations processing personnel and contract employees.

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Accountable for quarterly employee evaluations including development plans, training and compensation.

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Deposited over 4 billion in annual check deposits and processed 1 million Wholesale Corporate and Municipal tax

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payments and Retail remittance documents.

Administered processing error reduction initiatives by educating employees and implemented improvement

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measures to achieve accuracy requirements.

Reconciled checks and invoices; edited and finalized reports ensuring accuracy and perfection.

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Submitted electronic files to customers through a secure data website, file transfer protocol or disk module.

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Created key metrics and reports for data processing associates and made adjustments to ensure overall quality.

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Executed a Reward and Recognition Program to maintain a positive workplace.

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Provided guidance and direction for employees to ensure overall team goals and financial objectives.

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Consistently met business, financial and customer performance requirements.

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Collaborated with senior management to implement and achieve strategic plans.

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Customer Service Management

Responsible for implementing and servicing over 200 customers in the receivable operations at a national bank.

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Primary contact for inquiries and complex problem resolution including maintaining customers’ portfolios and

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implementing change requests.

Ensured that customers’ expectations and requirements were met and exceeded in a timely manner by tracking

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requests and responding within Service Level Agreement (SLA).

Provided the highest level of customer support by proactively taking ownership of issues and follow up.

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Implemented best practices by streamlining process and procedures, proactively focused the team to exceed the

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expectations of the customers.

Utilized retention reports for account inquiries, conducted root cause analysis and implemented changes to avoid

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problem reoccurrence.

Strong organizational skills including the ability to prioritize, multi task and work independently in a fast paced

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environment.

Worked as a liaison with Relationship Managers offering product or processing solutions for potential sales

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opportunities and acting as the leading expert of the product.

Instrumental in the success of new business working collaboratively with Information Technology, Risk

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Management and Audit Compliance personnel.

Led and participated in facility tours, projects, migrations, market visits and conference calls.

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Maintained outstanding customer relationships with both internal and external business partners.

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Lorraine Riccelli Hart (cont.)

PROFESSIONAL EXPERIENCE

JPMorgan Chase Bank

Client Service Analyst September 2005 – June 2010

Operations Supervisor April 1986 – September 2005

Bookkeeping Data Services Associate June 1985 – April 1986

Account Reconciliation & Processing Associate December 1984 – June 1985

Encoding Operator January 1983 – December 1984

Professional Development Awards and Recognition

Risk Management All Star Award

Resiliency Awareness Employee Recognition Awards

Harassment free Workplace Voice of the Customer Awards

HIPAA Privacy Awareness Applause! eCard Recipient

Code of Conduct Attitude in the Workplace

Anti money Laundering

Supervisor Training, Chicago, IL

Regional Lockbox Breach Reduction Council

Advanced Access Training

Technical Experience

Microsoft Productivity Tools

Mainframe (CICS)

FTP (File Transfer Protocol) Secure website for transmission file transfer

CMS (Cash Management Solutions) Remittance Processing and Image delivery software

Microfilm Image Reader

Sametime/Instant Messaging

EDUCATION

Bryant and Stratton College, Liverpool, NY

Associates Degree, Business Management

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