Service Management

PATRICIA FOSTER

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

North Quincy, MA 02171

Phone: 617-***-****

Cell Phone: 617-***-****

Email: ****************@*******.***

SUMMARY

Versatile, customer-focused professional with extensive experience

supporting various product lines in fast-paced, high volume financial

services organizations. Outstanding communications, analytical, planning

and organization skills; exceptionally able to manage multiple tasks,

priorities, and deadlines. Strong individual contributor or team player

with excellent problem resolution skills.

PROFESSIONAL EXPERIENCE

BANK OF AMERICA, Boston, MA 2005-2010

Client Sales & Service Officer

2009-2010

U.S. Trust

. Supported all U.S. Trust client post-sales activities by monitoring

and executing all tasks required to fulfill the client service plan

and meet day-to-day inquiries from the client.

. Managed the execution of client service activities, such as initiating

and monitoring account-opening and asset transfers; handling client

inquiries; and coordinating with specialists and service centers to

deliver an integrated service to the client.

. Supported designated Private Client Associates on the brokerage

platform.

Assistant Vice President, Treasury Services Consultant

2008-2009

Global Client Services

. Independently consulted and acted as liaison with business partners

and clients to ensure client requirements were fully met for services

requested within specified timeframes.

. Monitored timeliness of overall service and fulfillment process to

client's satisfaction.

. Participated in client planning and project management.

. Expedited resolution of escalated client requests and leveraging

resources to ensure enhanced relationship management.

Officer, Senior Client Service Advisor 2006-

2008

Global Client Services

. Independently provided account management, client servicing and

implementation coordination for highly complex accounts.

. Facilitated problem resolution for clients independently.

. Provided relationship management, servicing and technical assistance

to unit associates to resolve complex, unique client requests.

. Initiated client collaboration in the development of product services

including recommending new products to the client.

Treasury Client Services Advisor 2005-

2006

Global Client Services

. Provided day-to-day account servicing and resolution of primarily

routine to moderately complex inquiries and operational requests for

accounts and clients.

. Responsible for account management including handling escalations of

more complex issues by managing the coordination of workflow to

business partners and ensuring timely resolution.

. Interacted continuously and deepen relationships with internal

business partners as well as clients to further enhance client

delight. In-person client engagement and presentation

responsibilities.

. Monitored accuracy of data input into systems of record, information

gathering, report generation and troubleshooting.

. Maintained high standards on internal operational and financial

controls to ensure risk mitigation to protect the client and the bank.

PATRICIA FOSTER PAGE 2

CITIZENS BANK, Norwood, MA 2002-

2005

Relationship Management-Support Staff

Merchant Products & Services Group/Consumer Finance Division

Provided day-to-day support for the Vice President and an Assistant Vice

President in the Major Merchant Relationship Group. Managed over 279 Major

Merchants Relationships, which consist of 1,084 individual merchant

accounts with processing volume greater than $750K.

. Answered all customer inquiries in a prompt, efficient and

professional manner. Ensured the best level of service to the

merchant portfolio.

. Proactively investigated and resolved customer issues; partnered with

internal departments, vendors and various business lines as necessary.

. Conducted on going quality control of merchant set-up to verify

merchant satisfaction.

. Recommended processing and pricing solutions to ensure merchants are

processing at the peak of efficiencies while reducing operation costs

whenever possible.

. Responsible for the daily review of the downgrading report to

proactively investigate and resolve potential downgrading issues and

communicate findings with the merchant. In addition, analyze the

cause of the transaction(s) downgrading to prevent future downgrades

as well as monetary risk to our merchant portfolio.

. Analyzed profitability for each customer. Responsible for ongoing

pricing and maintenance of margin.

. Provided ongoing education and training of customers on best practices

and processes used to set up new locations. Provided industry

specific update/changes with impact and solutions for each customer.

EQUISERVE L.P., Canton, MA 1994-

2001

Investor Relations

Business Analyst (2000-2001)

Performed ongoing analysis of call center to identify inefficiencies and

problem areas and provided alternative solutions.

. Created, implemented, and maintained various incentive programs to

increase morale, control attendance, and raise level of

accountability.

. Worked closely with Directors and Senior Managers to coordinate focus

groups to address staff issues and concerns.

. Gathered statistical data for senior management to measure volumes and

activity to determine effect on company revenue.

Client Administration

Account Manager (1994-2000)

Handled 35+ clients' relationships ranging from IPO's, small tech companies

to high profile companies with established names.

. Maintained designated margin of profitability with all accounts and

assisted in the negotiation process with contract renewals.

. Coordinated efforts between operational units and vendors on corporate

events (i.e. stock splits/dividends/shareholder mailings/etc.) to

ensure timeliness and accuracy.

. Visited clients, solicited new business, responded to RFP's, and

provided representation at clients' Annual Meetings.

. Associate of the Quarter-1998/1999, Associate of the Year-1999,

Employee of the Month-2000, Team Award for Excellence-2000.

BOSTON FINANCIAL DATA SERVICES (BFDS), Quincy, MA

1983-1994

Corporate Stock Transfer

Account Administrator (1991-1994)

. Provided support to 2-4 account managers involving over 125

relationships.

. Coordinated the biggest event for each client, the annual meeting

process, from beginning to end, ensuring all deadlines are met,

mailings sent on time, and tabulations are accurate.

. Researched client inquiries and monitored all activity in accounts.

. Previous positions included Restricted Stock Specialist (1987-1991),

Legal Examiner (1985-1987) and a Data Entry Operator (1983-1985).

SKILLS

. Microsoft Office 2003 (Word, Excel, Access, PowerPoint)

. DST Stock Transfer System

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