Customer Service Management
Resume:
MICHELLE L. KRAMARZ
**** ******** ***, ********, ** 48116
abl5js@r.postjobfree.com
OBJECTIVE:
Responsible results-oriented professional seeking a challenging
position with a progressive organization which will utilize my
diverse skills as well as offering opportunities for career
advancement.
BACKGROUND SUMMARY:
Extensive and progressive background in administrative support
with all facets of finance, legal and compliance policies and
excellent communication skills. Proven successful leadership
and problem solving techniques, customer relations and
organizational skills.
DIVERSE EXPERIENCE:
. ADMINISTRATIVE: My experience includes exceptional
administrative and analytical support to corporate officers
along with senior/executive level management. Managing the
office with advanced organizational skills and
professionalism while carrying out all assigned duties with a
proactive approach. Leading assigned special projects with
great success for senior level managers and corporate
divisions by utilizing my advanced skills to provide
research, policy development and presentations.
. FINANCE: I have a strong background in profit planning,
management reporting, treasury management, lending, line of
credit monitoring, A/P & A/R, financial statement analysis
and budgeting.
. MANAGEMENT: My career has also given me experience in
business operations including financial accounting/reporting
along with human resource duties including recruiting,
benefit administration, payroll and regulatory compliance.
Experienced in managing a profitable company through
strategic planning, visionary leadership, managing three
departments, project management and policy development with
customer focus.
. COMPUTER SKILLS: Microsoft Word, Excel, PowerPoint,
Metavante, OnBase, LaserPro, Jack Henry, BIC, BI, Quick
books, Lotus Notes and Outlook.
PROFESSIONAL EXPERIENCE:
04/09 to CAPITOL NATIONAL BANK, Business and Private
Banking,
03/10 Lansing, MI
Loan Assistant / Coordinator
Perform Due Diligence for loan documentation.
Prepare, process and maintain documentation
for complex loans. Coordinate with loan
operations and portfolio managers to facilitate
loan closings including ordering of various
supporting documents. Collecting legal
formation documents, research and review of
related items required to close. Order necessary
services for the completion of loan process
such as appraisals, environmental, title and credit
reports. Provide primary set up of new,
renewal and participation loans on system. Assist with
correction of audit exceptions, adhere to
regulatory compliance requirements along with credit
policies and procedures to identify and
monitor loan covenants. Process line of credit requests
advances/reductions based on line monitoring
and servicing requirements.
Accomplishments:
. Created loan documentation checklist as a guide to be used by
loan operations, coordinators and officers.
. Implemented efficient covenant testing and tracking method to
create consistency within national and state chartered banks.
. Assist CEO/President with creation of new departmental agenda
and revised operating procedures.
3/06 to CITIZENS REPUBLIC BANCORP, Commercial and Investment
Banking,
10/08 South East Michigan, Novi, MI
Commercial Banking Associate
Joined the South East Michigan Middle Market Team
leading the support group focusing on
Commercial Investment and Commercial Real
Estate Banking. Worked directly with Due
Diligence to complete loan documentation.
Order/Review loan closing packages to ensure
Banks secured position, proper funding and
timely bookings. Assist with exception clearing,
expiring/expired commercial loans as well as
maturing/matured loans. Spread Financial
Statements, calculate agings and borrowing
base availability to ensure appropriate funding
collateral coverage and monitor loan servicing
requirements are being met. Maintain client
credit files according to set standards and
update the database accordingly. Assist clients on
account activity for deposit, loan, treasury
management products and services to ensure client
satisfaction. Coordinate Commercial group
senior management meetings and maintain meeting
minutes. Reconcile fee generated G/L accounts
for group and report inconsistencies to senior
management.
Accomplishments:
. Improved file management by implementing a new system for
credit files
creating uniform consistency across the group.
. Enhanced credit quality by establishing tracking for
financial statement
reporting and covenant testing requirements.
. Successfully supported centralized and remotely located
Bankers.
. Instrumental in the Internal Portfolio Audit resulting in the
only successful division of our region to obtain a
satisfactory grade on loan portfolios.
. Supported Regional President in special projects during
merger integration to develop networking, joint calling
opportunities and cross selling prospects with Citizens Bank
and Republic Bank officers.
03/04 to FIFTH THIRD BANK, Investment Advisor Division,
Private Banking Department
09/05 Southfield, MI
Private Client Relationship Manager (Private
Banking Officer)
Developed and managed private client customer
relationships. Provided full service
banking to selected high income/high net worth
individuals. Meet credit needs of
individuals in the select market segment.
Accomplishments:
. Successfully maintained and grew portfolio 90% in specified
market segment.
. Lead Investment Advisor Division in new business growth.
. Worked closely with Real Estate and Medical Lending Divisions
which directly resulted in lucrative relationships brought to
Fifth Third.
. Received the second quarter "Star Achievement Award" for
customer service / satisfaction from the Eastern Michigan
Affiliate CEO of Fifth Third Bank.
11/02 to FIFTH THIRD BANK, Investment Advisors Division, Private Banking
Department
02/04 Southfield, MI.
Expatriate Account Coordinator
Acted as a liaison between foreign nationals, corporate
customers and relationship managers. Conducted various specialty
projects for senior level management. Performed research needed
to resolve client issues domestically and abroad. Processed
depository account openings, account maintenance, funds
transferred/wired and related services. Processed new loans,
loan renewals, loan funding, bookings and payoffs including wire
and account transfers.
Accomplishments:
. Created potential client contact list with over 180 primary
corporate contacts which contributed to the creation of the
Expatriate Division clientele portfolio.
. Performed special projects for Private Banking (new business
sales report, research / develop guide, privacy policy for
Private Banking clientele, research / resolve unit assigned
issues).
. Worked with Medical Lending division supporting one officer
and handling work overflow as well as supporting division
when absences / vacations occurred.
10/86 to J.C. BAKER, INC. Highland, MI.: A retail and
service related company specializing
03/99 in Commercial/Consumer equipment.
OPERATIONS MANAGER
Directed company P/L, budgeting, and other financial reporting.
Responsible for Human Resource duties including recruiting,
benefit administration and compensation coordination.
Responsible for all accounting functions including, payroll,
A/P, A/R, short/long term financing, reporting, assisting
corporate CPA with internal audits/compliance. Formulated
innovative approaches to optimize productivity and increase the
bottom line. Report directly to Director of Operations.
Accomplishments:
. Identified new outside financing for products, which resulted
in an increased profit of 15%.
. Secured new product lines that increased sales and profits by
up to 20%.
. Exceeded company growth objectives each year.
. Established organizational culture improving communication
between Management and Staff.
. Successfully coordinated assigned special projects surpassing
expectations.
. Under my leadership, maintained a consistent and highly
profitable operation.
EDUCATION:
BBA Accounting Processes
Walsh College, April 2011
Associate in Applied Science, Oakland Community College, 1989.
MAJOR: Legal Assistant / ABA Program
CERTIFICATIONS/LICENSURE: Notary Public
REFERENCES: Available upon request.
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