Customer Service High School
Resume:
DONNA J. ROMASH
Parma, Ohio ***30
ablcux@r.postjobfree.com
CAREER SUMMARY
Skilled Professional with abilities in Microsoft Word, Excel and Lotus Notes. Persistent in meeting and
exceeding deadlines with accuracy. Enjoy challenging work, always willing to learn more. Strong Customer
Service skills. Good at handling complaints, solving customers’ problems. Hard worker, dependable and
committed to a job well done.
PROFESSIONAL EXPERIENCE
KEY BANK, Cleveland, OH, 1992 to 2010
Specialist III, 2009-2010
Responsible for Bankruptcy reporting, including account balances, mailing “special handling” accounts, manual
mailings of various types of documents, hand stuffing and mailing new account setups, deleting mail codes,
keying and mailing large clients’ reprinted statements, separating mail and recording errors, production reporting
for total department, and answering customer inquiries via internal network.
Trained an inexperienced department to take over Bankruptcy reporting. Worked with supervisor to
create and provide procedures. Demonstrated step-by-step process, delegated, observed, and met to ensure
that everything was correct before it was to be signed. Reviewed procedure for sending information to the
proper areas so that this could be done in a timely manner, minimizing any fines or penalties.
Learned proper method for mailing new account setups. Identified errors and made corrections, ensuring
information was mailed correctly, eliminating returns and any future problems.
Researched FedEx system, setup and taught an employee to use the system to create FedEx labels, saving
time and eliminating the need to type the labels each time.
Created a new process using Microsoft Excel, simplified a process and eliminated the need for printing of
a several page report, saving the company the cost of paper.
Coordinator, 1992-2009
Bankruptcy reporting; coordinated the work flow for ten employees. Prepared special handling logs for the
occasional workers. Typed letters for missing signature cards, separated mail, wrote and updated procedures as
needed. Answered requests for inquires, helped supervisor write the performance reviews for employees.
Distributed work and assisted with time and attendance.
Researched customer issue for Account Officer, identified the problem and advised the Officer on how to
handle. Received special thanks from the Officer for “outstanding customer service” and saving an important
client.
Received request from supervisor to write procedures. Reviewed process for accomplishing task and
created well constructed procedures, saving supervisor time, allowing focus on higher priority duties.
Earned respect for effectively coaching employee to improve performance.
Gained reputation as approachable “go-to-person.” Trained employee on internal system increasing her
knowledge, developing her skills and enhancing productivity for the department.
Donna J. Romash, Page Two
OTHER RELEVANT EXPERIENCE
SOCIETY NATIONAL BANK, Cleveland, OH
AMERITRUST, Cleveland, OH
EDUCATION
Degree, Whiting Business College, Cleveland, OH
Coursework, Education, Cleveland State University, Cleveland, OH
Graduate, James Ford Rhodes High School, Cleveland, OH
PROFESSIONAL DEVELOPMENT
SkillSoft Continuing Education Courses include: Customer Service, Windows 7
Presenting with Power, KeyBank, Cleveland, OH
Coaching for Performance, KeyBank, Cleveland, OH
Leading Through Change, KeyBank, Cleveland, OH
Lotus Notes, KeyBank, Cleveland, OH
Microsoft Word, Excel, KeyBank, Cleveland, OH
AWARDS
Numerous Performance Awards, KeyBank, Cleveland, OH
Special Performance Award for Work with ON-Line Statements, KeyBank, Cleveland, OH
Large Number of Stars from Other Employees for Services Rendered, KeyBank, Cleveland, OH
Management Recognition for Outstanding Customer Service, KeyBank, Cleveland, OH
COMMUNITY INVOLVEMENT
Neighbors Make a Difference Day
Take Your Child To Work Day assisted with projects and activities
President, Cleveland Basebelles Booster Club for Cleveland Indians
Assist with Holy Family Church Festivals and Casino Night
Valley Forge High School PTA
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