Customer Service Sales

Ann Marie Swann-Lembke

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

716-***-**** or 213-7347

North Tonawanda, NY 14120

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

Results-oriented Customer Service and support leader with over fifteen

years' experience. Experienced in supporting various groups including

internal and external customers. Skilled in managing projects,

communications, and goals in challenging environments. Demonstrated ability

to acquire technical knowledge and skills rapidly. Innovative problem

solver, able to see the business and technical sides of a problem. Proven

leadership, analysis and problem resolution abilities.

History:

July 2004 to March 2010

HSBC Securities (USA), Inc. Buffalo, NY

Account Services Supervisor (Middle Office Specialist/Lead) May 2008 -

March 2010

Led team of Account Services/Customer Service representatives

processing account maintenance and new account opening, including

training and monitoring.

Balanced superior customer service with company and regulatory

requirements.

Developed and implemented new procedures and processes, including

policy manuals.

Directed training and auditing of representatives adherence to

processes and procedures.

Managed multiple project teams from planning through implementation

and testing.

Evaluated new tools and programs, providing feedback and

implementation advise.

Provided review of legal documentation, account opening documents and

correspondence.

Developed relationships with vendors and external servicers to meet

company goals.

Maintained a 98% service level adherence in all department categories.

Wealth Management Customer Service / Senior Representative July 2004 -

May 2008

Provided quality upper level service to high-wealth customer base.

Demonstrated superior customer service skills for escalated issues.

Facilitated administrative and service support to the internal sales

staff.

Guided, supported and trained first level Customer Service

Representatives.

September 2000 to May 2004

L&M Financial Services Amherst, NY

Administrative Support and Technology Department Manager February 2003

- May 2004

Support Specialist & Assistant to VP of IT and Operations September

2000 -Feb 2003

Led team of service staff providing support to sales team of 120

internal users.

Directed training for new product implementation, software use and

sales tools.

Engaged providers and vendors in centralizing procedures, training

and processes.

Managed successful marketing and sales programs and promotions.

Project management including cost analysis, implementation, training

and evaluation.

Standardized customer base reporting and analysis for sales goals and

company objectives.

Employee of the Year for 2002.

Education:

AS in Business Administration

BS in Business, Mgmt & Economics - Finance (12/2010)

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