Customer Service Vice President

RICHARD (DICK) ROE

**** ********* ******, ********, ** 55379

952-***-**** *******@***.***

PROFESSIONAL SUMMARY

Accomplished Customer Service Professional in fleet services and banking.

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Customer focused with successful Strong work ethic

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multi-tasking abilities Conscientious

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Proven problem solver Team Player

• Well organized, accurate and thorough

EMPLOYMENT SUMMARY

GE CAPITAL FLEET SERVICES – Eden Prairie, MN 2000 – 2009

Fleet Services provides car and truck financing and fleet management services that save

businesses time and money.

Associate Fleet Specialist - 2005 – 2009

Supported two Fleet Specialists by working with over ten customers to solve day to day problems

and reduce costs. Provided information directly to customers so they could make decisions in a

timely manner. Processed inventory and billing reports. Promptly researched billing, maintenance,

and fuel questions.

• Prepared bi-weekly report for Fortune 500 customer; saving them $648K in Interim Rental

expenses in 2007.

• Identified drivers who needed fleet vehicles, found vehicles for them, and arranged

transport.

• As part of six member team, helped major customer effectively order over 7,000 vehicles.

• Achieved an average Service Request cycle time of 1.9 days against a goal of two days.

• Managed 83% of Service Requests on or before original commit date against a goal of

79%.

Call Center Representative - 2000 – 2004

Solved problems and provided information directly to fleet drivers and managers.

• Key contributor to process improvements for monthly billing reports on web.

• Met Quality (Call Coaches) goal of 90%. Average was 92%.

CITIZENS STATE BANK OF SHAKOPEE – Shakopee, MN 1996 – 1999

Vice President – Loan Officer

Approved, prepared, and closed consumer and mortgage loans for bank customers. Opened

checking accounts, overdraft protection accounts, and deposit accounts. Called on existing and

potential new customers.

NORTHERN STATE BANK – Ashland, WI 1973 – 1995

Richard (Dick) Roe

Vice President/Community Reinvestment Officer

Originally hired as a Loan Collector; promoted to the following positions of increasing

responsibility: Assistant Cashier, Auditor, Assistant Vice President/Mortgage Loan Officer, Vice

President/Chief Loan Officer, and in 1994 to Vice President/Community Reinvestment Officer.

Responsibilities included: departmental operations/administration; development of policies and

procedures, new business development; commercial, mortgage, and consumer lending; customer

service/support; staff training and motivation; state/federal government regulation compliance;

credit and collection issues.

• Managed a $6,000,000 loan portfolio. Developed and utilized sound policies and

procedures, established bank guidelines, and instituted loan officer training. Result was to

maintain delinquency rates of less than 1%.

• Managed problem loans, working with customers, bank officers, and bank attorney to

reduce debt, institute repayment plans, and sale of assets where necessary.

• Developed and maintained CRA compliance procedures allowing bank to continue at a

high rating to meet regulatory guidelines.

• Designed and implemented new loan department policies and procedures increasing

administrative efficiency by 80%.

EDUCATION SUMMARY

Bachelor of Administration, Political Science – University of Iowa, Iowa City, IA

VOLUNTEER EXPERIENCE

• Feed My Starving Children 2008 and 2009

• Shakopee Chamber of Commerce – Board Member 1996 – 1999

• Shakopee Rotary Club 1996 – 1999

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