Customer Service Training

Pamela Cheesebrough

**** ***** ****** * 404-***-****

Stone Mountain, GA 30088 C 404-***-****

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

SUMMARY

Banking Associate with over 10 years experience in various banking

functions. Broad range of skills includes: problem solving, research,

planning, administrative skills, multitasking, and customer service.

International experience includes funds transfer procedures and foreign

currency conversion Handled high profile clients financial information and

documentation with critical confidentiality requirements. Due to excellent

communications ability, often serves in liaison role.

TECHNICAL COMPETENCIES

MS Word, Excel, Access, Power Point Fedline Interface

Microsoft Windows eFreightBill

EDI, Electronic Data Interchange WinWare

PROFESSIONAL experience

Suntrust Bank 2005-2007

Bank Operations Analyst

Performed operational and customer service related activities which

supported all lines of business, resolved problems requiring initiative,

and independent decision making. Liaison to bank personnel and wire

transfer facility to ensure quality service from a client perspective.

. During bank merger, significant contributor to planning, transfer, and

completion of 1,000 client files and schedules, ensuring confidentiality.

. Conducted training of wire transfer policies, and procedures via

conference call.

. Identified, researched, and resolved customer issues. Provided follow up

to clients regarding resolution of issues, managed cases within

guidelines to resolve customer issues expeditiously.

. Maintained hundreds of high profile client files which included

financial, legal documentation, and time sensitive materials,

anticipating client's needs and expectations.

. Answered telephones and responded to customer requests via email, letter,

and fax.

. Completed, call logs, reports, documentation, and client information in

database system.

Norfolk Southern Railroad 2004-2005

Centralized Yard Operations Clerk

Directed the movement of railcars in 22 states 24 hours, 365 days in order

to facilitate timely delivery of products to commercial clients, such as,

General Motors, Ford, Coca-Cola, Walmart, etc. Managed hundreds of

shipping documents and charges per week in addition to correspondence from

engineers, conductors, and clients. Created documentation that drove the

billing process.

. Scheduled inbound and outbound trains from work orders initiated by

engineers in timely manner guaranteeing continual client service.

. Provided lineup of track railcars and programmed movement across the

United States via Norfolk computer system.

. Researched 50 client billing and phone inquiries per week to resolve and

ensure client satisfaction.

PROFESSIONAL EXPERIENCE (continued)

Suntrust Bank 1997-2003

International Funds Transfer Supervisor

Wired, and processed funds transfers. Prepared, processed, and maintained

documentation related to wires process. Assured all necessary wire forms,

and documentation, was properly and accurately completed. Performed

operational and customer service related activities which supported all

lines of business, resolved problems requiring initiative and independent

decision making. Liaison to bank personnel and wire transfer facility to

ensure quality service from a client perspective.

. Researched and resolved about 300 discrepancies in foreign funds

transfers per week. Communicated resolutions to appropriate

international banks.

. During bank consolidation, used problem solving skills to research

outstanding wire inquiries 90 days and older, communicated resolution to

international banks and reduced outstanding items by 95%.

. Performed staff training of S.W.I.F.T (Society of Worldwide International

Funds Transfer) and O.F.A.C (Office of Foreign Asset Control)

departmentally, as needed, increasing productivity and reducing errors by

50%.

. Provided excellent customer service identifying root causes of client

issues ensuring exceptional customer service

. Received inbound communications from internal and external clients via

telephone, email, and fax.

. Balanced, and adjusted general ledger, and client accounts affected by

the wire process.

EDUCATION

Dekalb Technical College Marketing Major

Clarkston GA 2009 -Present

REPRESENTATIVE COMMITMENTS AND INTERESTS

Atlanta Hospital Hospitality House Medshare International Volunteer

Volunteer

United Methodist Volunteers In Mission Bridging The Gap

CERTIFICATION

. Georgia Work Ready

EMPLOYER-SPONSORED TRAINING

Customer Satisfaction Procedures OFAC- Office of Foreign Assets

Control

Bank Security-Fraud and Scams Anti-Money Laundering Training

Code of Business Conduct and Ethics Regulation Compliance Training

Contact this candidate