Customer Service Manager
Resume:
Ronald P. Erjavec
Wickliffe, OH. 44092
**********@*******.***
________________________________________________________________________
Career Summary
I am a highly motivated and quality oriented professional with over 10
years of experience in the credit and banking industry, and 5 years
experience in the manufacturing industry. Specializing in problem solving,
communication, and process improvements, I am seeking a Sales or Business
Development position that offers an opportunity to utilize previous
experience while providing superior customer service to clients.
Professional experience
KeyBank Cleveland Oh. & Brooklyn Oh June 2005-
Present
Retail Relationship Manager May 2009-
Present
. Manage a book of business consisting of over 1000 retail and business
customers in a branch bank environment.
. Responsible for managing the banking relationship for retail and
business clients, including the sales and service of financial
products provided by the bank.
. Proactively make outbound calls to existing and prospective clients of
the bank in an effort to grow the overall relationship with the bank
through the sales of financial products.
. Achieve monthly and quarterly goals for deposit growth, new loan
volume, and referrals to product partners specializing specific bank
products.
Sr. Business Banking Relationship Manager Aug 2007-
May 2009
. Responsible for managing a portfolio of over 450 Business banking
clients located in the Northwest and Rocky Mountain Region of the
United States.
. Regularly make outbound calls to prospective clients in an effort to
add additional clients to my portfolio.
. As a direct contact for the client, I worked to resolve issues
associated with their existing business deposit and credit accounts.
. Responsible for strengthening the customers relationship with the bank
by selling additional banking products through regular telephone and
email contact.
. Work as a trusted advisor for the client, with a focus on retention
and relationship growth through superior customer service.
Credit Officer II, Key Recreational Lending June
2005-Aug 2007
. Review and decision credit applications submitted by boat and
recreational vehicle dealers signed up with KeyBank.
. Able to approve applications with loan requests ranging from $5,000 to
$125,000
. Review and recommend approvals on loan requesting ranging from
$125,000 to $250,000
. Responsible for acting as a direct contact to the department for 3
designated dealers in an effort to enhance the relationship between
these dealers and the bank.
. Work closely with the F&I and sales managers of these dealerships to
monitor application volume and handle any concerns while making all
decisions on applications submitted by these dealers
MBNA America Bank Beachwood, Ohio Dec 2004-May
2005
Senior Credit Analyst, Business Lending
. Attended company administered education and passed company
administered Board lending test to obtain $12500 lending authority.
. Review applications submitted by small business owners requesting
credit lines ranging from $500 to $75000.
. Review Dun & Bradstreet and personal credit reports for each applicant
and their business in order to assign the most appropriate credit
line.
. Make outbound calls to obtain additional information when needed.
. Take every opportunity to sell the customer additional products
available with the bank.
MBNA America Bank Beachwood, Ohio Jan 2004-Nov
2004
Senior Credit Analyst, Consumer Finance Unsecured Acquisition
. Passed company administered Board lending test to obtain $12500
lending authority.
. Work in fast paced inbound/outbound telephone environment making
credit decisions and issuing unsecured loans ranging from $500 to
$50,000 based on individual credit worthiness, while ensuring
activation happens as quickly as possible to increase company
outstandings.
. Make credit decisions based on telephone conversations with
prospective customers while analyzing their individual credit report.
MBNA America Bank Beachwood, Ohio Dec 1999-
Jan 2004
Customer Assistance Account Manager I, II, III
. Made outbound calls to collect on past due accounts ranging in
delinquency from 30-180 days past due while offering customers
different payment options to assist them with financial difficulties
. Chosen to work independently on portfolio of higher balance accounts
ranging from $50,000 to $165,000 ensuring superior customer service to
professional customers who are experiencing financial difficulties
. Facilitated education modules for peers in several stages of
delinquency on topics such as reading credit bureau's, over coming
objections, and skip tracing
CSM Industries Euclid, Ohio Sept 1997-Dec 1999
An international producer of rolled specialty metals for industrial and
commercial industries.
Finishing Operator
. Assistant Dept Manager of Slitter operations.
. Monitor finished product produced in slitter department to insure
quality standards
. Ensured product was manufactured to strict customer specifications and
product was shipped on schedule to accommodate customer request.
. Identify and problem solve when manufacturing problems occur while
processing finish material
DM Machine Willoughby, Ohio June 1994-Sept 1997
A small family owned machine shop producing steel and aluminum metal parts
for industrial uses
CNC programmer Feb 1997 - Sept 1997
. Responsible for setting up all CNC (computer numerical controlled)
milling machine stations for shift operators
. Reviewed blueprints and programmed machinery using G-code programs
based on customer specifications.
. Attended special courses and obtained CNC programming certificate from
Fadal Training School.
CNC operator May 1995 - Jan
1997
. Responsible for operating various CNC machines. Loading of unfinished
parts.
. Inspected finished parts to insure quality tolerances
. Prepared machinery for next shift
Education
University of Phoenix Feb. 2005-Current
Business Management Program Completed-Completing Lower Level Classes
Lakeland Community College 1993-1994
Completed first year of core curriculum
1999-2000
Working towards degree in business
2005-Present
Eastlake North High School 1989-
1993
Completed degree
Computer skills
Microsoft Word, Excel, Access, PowerPoint
Proficient in navigating the Internet
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