Customer Service Manager

L. EDWARD YOUNG, III, CFP

**** ******** ****** ~ Richmond, Virginia 23229

804-***-**** (H) 804-***-**** (C)

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

SUMMARY OF QUALIFICATIONS

Highly organized, proactive executive and strategist, skilled in the

management and administration of complex financial relationships and

customer expectations. Proven achievements in asset selection, trust

administration, individual as well as team leadership roles and

operational abilities. Demonstrated abilities to learn and master all

forms of technology and to provide technical education and support to

others. Designed and executed programs to add risk controls and

efficiencies to day to day work flow.

Core competencies include:

( Risk Management (

Business and Client Development

( Financial Management (

Process and procedure Development

( Trust Administration ( Change

Management

PROFESSIONAL EXPERIENCE

SunTrust Bank/Crestar Bank

1988 - 2008

Portfolio Manager, Trust Officer, Vice President

1997 - 2008

Managed $230 million in high net worth personal portfolios for trusts,

non-institutional clients and charitable organizations. Responsible

for new business presentations, client investment reviews, equity

selection, buy and sell actions, execution of all trades, and

performance reviews of the accounts. Responsible for the settlement

of estates and management of the estate assets. Maintained one of the

highest customer retention numbers in the company. Involved in beta

testing of all new technology and education of employees with all new

systems introduced to the Wealth & Investment Management area. Member

of a six person team assigned to evaluate and make recommendations

regarding associate job satisfaction corporate wide.

Crestar Bank - Richmond, Virginia

1993 - 1997

Securities Lending Administrator

Managed Securities Lending program and administered trust accounts.

Assisted in the development and execution of the Global Securities

program. Monitored and evaluated the collateral held on business

loans. Managed and trained a staff of eleven whose duties included

Federal Reserve trades and settlements, Short Term Commercial Paper

settlements, and a Securities Lending Program. Headed special

projects, most notably the conversion of our global holdings from one

custodian to another and the installation of two new software systems

to monitor and trade these holdings. Promoted to Portfolio Manager.

Crestar Bank - Richmond, Virginia

1990 - 1993

Coordinator, Securities Lending Unit

Provided technical support involving methods, procedures, systems and

industry knowledge for the unit. Responded to and resolved

customer/broker inquiries and questions and implemented the correct

action to prevent recurrence. Provided for staff development through

training and monitoring of performance. Performed research in order

to conclude exceptions, security transfer situations and problems, and

to prevent their resurgence. Served as backup to the unit functions

and worked on special projects as assigned. Moved to administrator of

Securities Lending unit.

Crestar Bank - Richmond, Virginia

1988 - 1990

Unit Work Flow Coordinator

Managed and trained nine employees, ensured the daily operation of six

individual areas within the collection services area including called

bonds, called bond research, coupon redemption, bond redemption,

maturities, and a trust vault of $1.5 billion in assets. Cross-

trained in all positions and maintained a liaison between staff and

management. Instrumental in starting the new Securities Lending unit

Fidelity Federal Savings Bank - Richmond, Virginia

1987 - 1988

Management Trainee

Trained as a customer service representative, new accounts specialist,

existing accounts supervisor, and teller. Responsible for vault

reserve funds, travelers cheques, petty cash, certificate maturities,

rollover notification, and ATM settlement procedures.

Retail Management - Richmond, Virginia

1982 - 1987

Manager of a major retail outlet in an upscale mall setting with 18

employees.

EDUCATION

The College of William and Mary in Virginia. Bachelor of

Science in Psychology, 1982.

The Collegiate Schools. Graduated in 1978.

Completed CFP Program, March 2009

Successfully passed Level I of the CFA Exam

Principles of Real Estate, Course taken between February

and May 1994.

American Institute of Banking, Course taken between February

and April 1991.

Virginia Savings and Loan Institute, Courses taken between

February 1987 and April 1988.

ORGANIZATIONS

Member, VCU Advisory Center for Continuing Education, 2008 to current

Committee Member, Universe Society, Science Museum of Virginia, 2008

to current

Richmond Society of Financial Analysts, 1998 to current

Kappa Alpha Order Alumni Chapter, President, 1994/95

Kappa Alpha Order Alumni Chapter, Board of Directors, 1993/94

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