Customer Service Manager
Resume:
Lori Knust
Laurel, MT *****
Cell: 406-***-****
Career Snapshot
. Eleven years of commended performance in key customer service and support
roles.
. Expert in customer care/communications, problem solving, relationship
building and user training and support.
. Leader in multiple projects during bank mergers, acquisitions, and
process updates.
Awards
. Thirteen "Legendary Service" Awards, 1999-2008
. Six "Customer Service Initiative Awards"
. Two "Best Practice" awards
Computer Skills
Word, Excel, PowerPoint, Outlook, 10-key, Multiple Wells Fargo computer
programs, and Multiple General Electric computer programs.
Mission Statement
Ensure communication with all proper channels to effectively enhance
customer service to all internal and external customers. Customer
Service & Support Specialist
Offering a track record of customer care excellence within high-volume
environments that include...
Customer calls ( Internal Support ( Customer Service Operations
Key Skills
Acting Manager for eight Assisted managers in the
months insurance department
Lead trainer on new with creating a desktop
operational processes manual
Lead tester for new system Responsible for multiple
enhancements confidential reports and
Identified businesses needs documents
for new processes
Professional Experience
General Electric - Various Customer service
Billings, MT titles, 2008 to 2010
Wells Fargo - Loan Servicing Specialist,
Billings, MT 1999-2008
Provided telephone and face to face customer
service/support within high-volume operation centers.
Experience in a variety of banking business functions
including; managing, vault procedures, loan
servicing, mailroom, and insurance tracking.
Performance Review Excerpts
Lori has brought much of her knowledge from the
banking industry with her and shared her
interpretations of processes and policies with team
mates... responds timely to external/internal
customers in an efficient manner... Lori worked on
the UCC scanning project and streamlined the process
in order to scan more UCCs into the system
quickly (2008 Performance Review, General
Electric)
Lori, Thank you for all your efforts to make the
Final Doc Queue team a successful team... Your team
members and business partner's have recognized you
with numerous thank you, CSI awards, and 3 legendary
service awards... Thank you for taking the leadership
role in all the volunteer events... Thank you again
for all that you do in support of your fellow team
members, CCG, and Wells Fargo (2006 Performance
Review, Wells Fargo)
Lori, you have been a steady high performer since
joining the Final Docs department... I know you can
be counted on to complete every project given to you
far ahead of deadline... you provide a great example
of teamwork... Thank you for your dedication and hard
work... Lori, you consistently perform at a high
level of production with minimal errors... you have
extensive knowledge of MERS...Thank you for taking a
leadership role by serving as the department United
Way Representative... You have made numerous
contributions to the improvement of the Final Docs
team and your efforts are appreciated." (2005
performance review, Wells Fargo)
Education
NORTHWEST COMMUNITY COLLEGE - Powell, WY
Associate of applied Science/Business
References
Rebecca Wetherington - Co-worker
Due Diligence processor for General Electric
Mary Anderson - Friend and existing Co-worker
Sales Manager - Crown plaza
Vicki Klinger - Friend and Co-worker
UCC processor for General Electric
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