Manager Customer Service

VICTORIA L. MORGAN

**** ********* **

Newark, CA 94560

Phone: 510-***-****

Fax: 510-***-****

E-mail: ********.******@*********.***

Summary: Over 20 years of successful and comprehensive experience in

Operations, Customer Relations, and Member Services.

Job Objective: CUSTOMER SERVICE REPRESENTATIVE

CALL CENTER TEAM LEAD

OPERATIONS SERVICES TEAM LEAD

SUPERVISOR/ASSISTANT MANAGER

Experience:

Job Title: Operations Officer

Employer: Chevron Federal Credit Union, Oakland, California

Dates: 04/02 to 12/09

Duties: Oversee Member Services operations and Call Center concurrent with

leading junior, supervisors and team leaders and improving efficiency

and productivity of department. Performance evaluations, midyear

reviews, counseling, mentoring, and escalations.

Job Title: Client Support Associate II

Employer: Bank of America, San Francisco, CA

Dates: 05/78 to 01/02

Duties: During 20+ years with Bank of America, was consistently promoted

from general accounting position to Senior Management and Client

Services positions based on outstanding performance and significant

contributions to corporate growth and success. In-depth knowledge of

operations banking/non-banking, customer relations, account

management and administration, and supervision.

Skills: CUSTOMER RELATIONS, OPERATIONS

MANAGEMENT, ACCOUNT RECONCILEMENT, FRAUD

ANALYSIS, LOSS PREVENTION, PERSONNEL ADMINISTRATION

Education: GED

Additional Positions 20 years: Operations Officer, CSAII, SR Support Manager,

Comments: Fraud Analyst Claims, Workflow Coordinator, SR Clerical Specialist,

Draft Processing Unit Supervisor, Data Entry Supervisor, Data Entry

Operator, and General Accounting Clerk.

References: Available on request

Operations Officer:

SUMMARY

As Operations Officer, coordinates and monitors t he daily operational activities of Member Services

a nd acts as a resource to junior supervisor(s) and/or team leader(s). Additionally, the Operations

Officer looks for ways to improve departmental efficiencies and effectiveness; develops team members,

and leads by example.

SUPERVISORY RESPONSIBILITIES:

• Supervise staff by answering questions, concerns, and assisting with job related

problems

• Ensure there is high level of employee morale within the department

• Ensure a team environment exists

• Coach and counsel employees

• Write and deliver performance reviews

• Interview job applicants

• Address complaints

• Process e-timesheets and handle ergonomic issues

• Offer guidance to Call Center Representatives in the absence of the appropriate line of

Supervision.

• Operations Services Representative, Call Center Enviornment, s erviced outgoing and

i ncoming calls, open and close accounts, C D setup, maintenance and redemptions, wire

transfers, payroll deductions, and ACH maintenance, setup overdraft requests, issue and handle

official check stop payments, process member stop payments requests, balance transfers,

counsel potential members on membership requirements, perform credit card

lost/stolen requests/reports /transactions, process over night online accounts opened report,

process deposits and payments as needed, check copy requests, savings bonds requests and

redemptions, process death claims, and training representative for the department.

• Client Support Associate II, same, job description as Global Client Service Representative

on a smaller scale, Bay Area Commercial Banking Clients.

• Global Client Service Representative, p rovide customer service and cash mgmt support

t o domestic, int'l corporate and financial institutions customers, serve as focal point for daily

operational servicing of each client relationship, ensure execution of all deposit related

transactions, provide proactive relationship mgmt with ability to recognize current, future client

needs, create solutions for client problems, develop client loyalty, and responsive service to

ensure client servicing expectations.

• Senior Support Manager, Fraud Detection, Call Center (Outgoing Calls) m anage the

early detection of VERSATEL and VERSATEL check card fraudulent activity, maximize

staff productivity, loss prevention and detection rates, communicate with customers on

account activity, interface with law enforcement, merchants, investigative agencies to resolve

fraud cases and analyze trends, oversee workflow and staff development, and interact

extensively with all departments to ensure optimum productivity and

smooth daily operations.

• Fraud Analyst, investigate, analyze and resolved electronic funds transfer (EFT) fraud

disputes w ithin 10 days of inception, interacted extensively via telephone with branch

p ersonnel and customers, conducted in-depth research utilizing bank's investigative and

verification applications, and interface with the bank's VIPER, XPTR, and COIN on-line

systems.

• Workflow Coordinator, evenly distributed work, controlled logs, prepared fraud detection

statistics reports and 2000/over claims reviews, monitored phones, evaluated and audited

reports, assessed employee productivity, trained personnel, wrote simple procedures, and

executed Point of Compromise process.

• Senior Clerical Specialist, in charge of all incoming ACH rejects i.e., researched and analyzed

data, balanced accounts, and interfaced with various departments within allotted time frames.

• Account Reconciliation, handled all aspects of disbursement including tracing, preparation of

reports and registers, inter branch communications, general ledger posting, and research and

resolution of accounts.

• Draft Processing/Unit Coordination, c oordinated activities of 18 employees concurrent

with balancing accounts and registers, overseeing production meetings, independently

monitoring adjustments, and maintaining daily, weekly and monthly statistical reports.

EDUCATION &

TRAINING: Microsoft Word & Excel, Banking, Accounting, Document Control, Transportation

and Business Management. Mission High School, San Francisco, CA, San Francisco

Community College

Professional References:

Sharla Millender AVP Lending, Chevron Federal CU, Working Business Relationship 510-***-****

Linda Faison AVP Manager Operations Services CFCU, Hiring Manager 415-***-**** EX#407

Pamela Wurz IRA Administrator Chevron Federal CU, I was her Manager 925-***-****

HR Chevron Federal CU, Employment Verification (510) 627- 5247 (Employment verification)

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