Customer Service Manager

CECILIA LEE

***** ******* ****, **** ******** CA 925**-***-*** 2265

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

[pic]

SUMMARY

Having lived and worked on 3 continents, I have the ability to work with

people of any cultures and ethnical backgrounds. I strive to go the extra

mile and believe excellent customer service should be a way of life and not

just something you do at your place of employment. My organizational skills

are second to none.

PROFESSIONAL EXPERIENCE

Regions Bank, City, St Louis 4/2010 - 7/2010

Teller Supervisor (Spousal relocation to CA)

. Ordered cash for branch and ATM while adhering to branch limits

. Identified and resolved differences and customer issues

. Trained and coached tellers to identify and pursue sales opportunities

. Performed daily checklist, monthly audits and reconciliations

. Generated C.T.R reports

. Balanced daily GL accounts and finding and clearing differences

. Coached tellers on excellent customer service,

. Operated teller drawer with zero differences

Reliance Bank, Creve Coeur, MO 9/2009 - 4/2010

Part-time teller

. Dealt with customer enquiries both face to face and telephonically.

. Performed cash handling

. Opened new accounts, cross selling products to customers based on their

needs.

. Balanced the ATM and doing the deposits

. Generated CTR reports

. Ordered cash, performed audits and TTL payments

St. Johns Mercy Hospital, Creve Coeur, MO 7/2009 - 1/2010

Patient Care Associate

. Checked patient's vital signs, glucose levels etc.

. Restocked lab supplies, nurse servers.

. Cleaned of patient

. Ambulation of patient during the night both in bed and to and from

treatment,

. Assisted RN with all aspects of patient care within the defined limits

of job

. Made sure patient is cared for and comfortable at all times.

. Assisted with admissions, discharges and transfers of patients,

. Kept areas clean and well stocked

. Documentation and communication of irregularities and observations with

RN and charge nurse.

Reliance Bank, Creve Coeur, MO 11/2007 - 7/2009

Teller Supervisor/ Financial Service Representative

. Started as a part time teller, was promoted to teller supervisor within

6 months.

. All aspects of customer service from telephone queries, customer

issues, ranging from general customer questions to complex complaints

and problems.

. New accounts - promoting and cross selling various products and banking

services (C.D's, Checking, savings, credit cards etc)

. Audits on teller, vault and ATM, travelers checks etc

. All aspects of teller transactions

UMB Bank, Maryland Heights, MO 2007 - 2007

Teller

All teller functions, deposits, referrals, address changes, drive through

and lobby customers, large corporate deposits as well as bulk bag deposits.

. Ordered and sold cash to tellers and cash center.

. Performed balancing of teller and vaults.

. Teller audits.

Knockalisheen Accommodation Center, Ireland 2006 - 2006

(A center for refugees seeking asylum in Ireland)

Center Manager

. Managed between 15 - 45 staff and supervised the health, welfare and

day to day living of 370 - 400 residents.

. Oversaw budget control, staff recruitment, tenders when contract

expired and had to be renewed, staff discipline, stock checks and

ordering, budget justification.

. Performed menu planning, costing and implementation.

. Dealt with the Department of Justice on a daily basis regarding

resident case status, operating procedures, budgets, and needs for

residents

. Implemented advertising, approaching suppliers/ vendors for donations

for special occasions, e.g. Christmas, Easter, Halloween gifts and

prizes.

. Co-coordinated with local support groups to get residents involved in

outings, teaching classes, support for mothers and children, counseling

and any service which residents may need. Conflict resolution between

staff and residents.

. Accounts, stock checks, center inspections both for cleanliness and

safety.

Contact Partners, City, Ireland 2004 - 2005

Call Center Agent

. Customer queries, call monitor both for customer service and accuracy.

. Answering all alls promptly in a professional manner

. Striving to exceed customer satisfaction and also fulfilling sales

goals.

. Listening to customers needs and anticipating needs to ensure the

customer gets exactly what he wants in the most efficient manner.

. Monitoring dropped calls due to unavailibility of agents, and resolving

the issue.

. Ensuring processing accuracy and helping agents with irate, or hard to

deal with clients.

. Setting sales targets for agents and training them on how to make the

sale.

. Inbound call center, various campaigns from travel bookings, job

applications, order taking etc

CSI Global, City, Ireland 2001 - 2004

Office Manager/ Admin assistant

. Banking, balancing deposits and payments weekly,

. Scheduling and canceling of appointments

. Mail and e-mail

. Ordering and purchasing of stationary and catering,

. Collection of outstanding debt

. Booking business trips

1997 Moved to USA for 1 year

1998 Moved back to South Africa - Stayed home studying

2000 Moved to USA

2001 Moved to Ireland

1991 - 1997

United Bank, South Africa

1991 - Clearance and Settlement Clerk,

1992 - Head Teller (corporate clients)

1993 - Treasury and ATM Clerk

1994 - Second-in-charge of client service

1995 - Department Manager

. Balancing teller, treasury and ATMs, Foreign Exchange

. Forecasting cash usage for the bank

. Dealing/ solving customer queries, Taking responsibility for teller

transactions

. Paying private expense claims, Month- end returns

. Responsible for large sums of money,

. Switchboard

. Ensuring maximum uptime of ATMs,

. New account applications

. Advising clients on our variety of investments, loan, credit cards,

mortgages etc

EDUCATION/PROFESSIONAL DEVELOPMENT

Equivalent of a degree in business:

Sales and Marketing - Human Resource Management

Front of house - Treasury

Financial Accounting - HACCP

Guest Relations - Customer Service Management

Management Accounting - Accounts training

Stock control - Clearance and Settlement

ATMs - Foreign Exchange

Corporate Teller

Housekeeping management - Reservation and reception management

Contact this candidate