Customer Service Project Manager

Lillian Huggins

Cell Phone: 716-***-****

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

Home : 716-***-****

Buffalo, NY 14215 Email: **********@***.***

PROFESSIONAL EXPERIENCE

*/**/** - ******* ***** & Family Services (Ways to Work Program) Buffalo,

NY

- Receiving and posting loan payments

- General Office Duties, schedule appointments, create and

generate mailing lists, reply to emails and voice messages

- Set up Orientation / Workshops / order office supplies

- Coordinate Office Procedures, input data

- Submit monthly reports, input client inquiries, default

payments, disbursements

- Submit Check Requests for various vendors

- respond to voicemails and emails

- Greet clients / explain working of program

- Maintain / Balance Petty Cash

- duties as required by Program Director

- Notary Public

10/22/07 - 5-12/08 - NYCE CORP Amherst, NY

Implementation Project Manager

. schedule kickoff meeting to implement new product and or

service

. Provide customer service and explain the process to customers

. Ensure paperwork is completed for new and existing customers

. Set up certification time to test in a test environment

. Schedule production date to implement the product at customer

convenience

. Fax and copy necessary documentation needed to complete the task

. Filing of documents

. Compose emails/letter to customers

. Interact with internal and external customers via phone or email

. Secure confidential information

. Coordinate conference call and disburse any necessary documents that

may be required for call

7/13/05 - 8/8/07 HSBC Bank Buffalo,

NY

Migration Manager

- Contact customer via phone or email to set up initial discussion on

migration from Hexagon a CD based product to HSBCnet an internet

solution

- Provide administrative and customer service support during the

migration process to both internal and external customers

- Input customer information into database

- Assist client through the internet registration process and answer

documentation questions

- Interact with all levels of management

- Attend weekly meetings to give updates on progress of each customer

04/2004 - 12/2004 NYCE Corp. Amherst,

NY

ATM Help Desk (Same as M & T Bank)

- Monitor ATM communications and hardware problems within the network

- Participate in the removal and installation of ATMs on NYCE network

- Interact with telecom, Network Control and Diebold to report

communication and hardware problems

12/1997 - 8/2003 M & T Bank Corp. Buffalo, NY

ATM Help Desk Analyst II

- Monitor ATM communications within the branches and remote locations

- Assist with training of new ATM analysts and provide second level

support for the department

- Coordinate ATM vendor dispatch for maintenance and repair of

equipment for branches and remote

locations.

- Interact with appropriate internal department or outside vendor to

resolve all issues with ATM

- Assist with the removal and installation of equipment on M&T

network

- Create and monitor database using Enguard System, Prepare monthly

reports using this system

- Correspond with customer as necessary via fax or email. Copy

appropriate documentation to

distribute to co-workers as required.

- Work closely with department manager and inform of any

irregularities

- Participate in movement of ATM monitoring to Baltimore and provide

onsite training.

- Attend weekly meetings

- Assist firstline and hardware techs with atm troubleshooting

1993 - 11/1997 Osmose Wood Preserving Buffalo, NY

Special Projects Analyst

- Execute batch programs to automate re-occurring processes

- Assist field representatives with questions and troubleshoot problems

- Copy, filing and faxing as required

- Run customer reports and distribute according to number of copies

customer requires

- Mail weekly reports to customers

- Update customer database

1984 - 1992 Chase Lincoln First Bank Buffalo, NY

Note Teller / Commercial Loan Teller

- Receive and process customer deposits, compute interest on CD's,

cash checks

- Balance cash and transactions at end of day

- Receive and process night deposits

- Proof incoming and outgoing cash shipments

Administrative Assistant Corporate Credit

- Schedule weekly Loan Review meetings

- Compile and distribute weekly agenda for loan approval meetings

- Copy and distribute loan packets to Loan Officers

- Attend weekly meetings and take minutes

- Submit monthly and quarterly reports for Buffalo Division

- Monitor delinquent loans for Buffalo Division

- Fax, copy and filing as required.

- Update, add or delete to database as required

- Receive collateral and distribute to appropriate department for

secured loans

- Provide administrative assistant to department manager

- Insure confidential information is secure and kept private

EDUCATION

Medaille College, Buffalo, NY, Bachelor of Science, Computer

Information Systems, 1992

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