Customer Service Project

Cathy D. Williams

*** *** **** *** **** 334-***-****

Smiths Station, AL 36877 Mobile 706-***-****

____________________________________________________________________________

__________

HIGHLIGHTS OF QUALIFICATIONS:

. Strong customer service, business and leadership experience

. 15+ years identifying process deficiencies, developing process

improvements, solving customer issues, and managing customer/vendor

relationships

. Excellent computer & data management skills gained through project

management responsibilities

. 10+ years of Administrative/Office Management skills; record keeping,

processing/recording employee checks, auditing bank statements

. Strong written, oral communications and interpersonal skills

demonstrated through product/project implementation and team member

coaching

OBJECTIVE:

Position where I can use my leadership and customer service

experience in a business environment to advance the company's

mission.

WORK HISTORY:

ST. JOHN BAPTIST CHURCH April 1998 - Present

Office Manager (volunteer work)

. Develop the annual budget and supporting spreadsheets to maintain

weekly, quarterly, annual detail financial reporting

. Process payments to vendors and employees

. Count/balance currency /checks and prepare deposits for appropriate

bank accounts. Balance reports prior to deposit

. Record financial data for historical purposes and future use

. Audit DDA statements and financial spreadsheets

. Train other staff members on office duties; created training

documentation

TSYS/SYNOVUS FINANCIAL Mar 1986 - July 2010

Associate Implementation Director

. Through matrix project management, implement new products and projects

. Develop the overall and detail project plans using Milestone and

Microsoft Project software. Measure progress on a daily basis;

responsible for project timeline adjustments and major project

decisions

. Via web-cast & audio conference tools, facilitate work sessions,

presentations, and training for customers and team. Create

documentation for sessions

Business Risk Analyst-Synovus Loan Administration

. Collaborate with over 30 affiliate banks and vendors to implement new

functionality, enhance/modify current system designs.

. Manage issues, risks and resolutions to customer satisfaction

. Create reports using Business Objects reports writing software

. Create documentation to assist lending officers and back office

support teams

Relationship Management

. Call Center environment- managed a Client Relations team of 20+ team

members: hiring, promotions, mentoring/developing/evaluations

. Reengineered client communication and problem resolution process to

build a more efficient process and ensure Service Level Agreements

were met

. Developed department guidelines to increase team performance and

establish consistency in business practices.

. Developed a process to manage contract renewal/negotiations. Worked

with the Sales and Marketing Departments to re-negotiate existing

client contracts.

Project Analyst

. Managed confidential credit card data, executed data mapping/testing.

Adhered to Regulation Z requirements, client policies and other

federal compliance regulations

. Converted credit card portfolios. Executed start up of new

programs/products

COMMUNITY MORTGAGE July 1985 - Feb 1986

Assistant Manager/Loan Officer

. Prepared loan documents, managed the operations of the office

HAHN AIR BASE Mar 1980 - June 1984 Income

Tax Consultant

. Managed the Base Tax Program. Conducted seminars for unit tax

advisors, military personnel and family members. Authored weekly tax

articles.

Accounting Technician/Payroll Clerk

. Supported the base Non Appropriated Funds Facilities in processing

vendor payments for supplies and services

. Resolved issues with vendors through investigation and research.

. Submitted the payroll to the base financial institution for direct

deposit.

. Accounted for timesheets and supporting documentation before release

of payments.

EDUCATION AND CERTIFICATION:

BLS (CPR and AED) certified; Renewal September 2012

Bachelor of Science, Business/Finance - Alabama State University, August

1979

PROFESSIONAL DEVELOPMENT / OTHER SKILLS:

. Microsoft Word, Excel, PowerPoint, Projects, Outlook, Sharepoint,

Primavera Milestones, Business Objects, 10 Key Adding Machine

. August 2007 - January 2008, H&R Block Tax Certification, Tax Theory

and Preparation

. 2004 - Leadership Institute at Synovus

Contact this candidate