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Customer Service Manager

Naperville, Illinois, 60540, United States
May 27, 2010

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Syed T. Sohail

Address: *** ******* **., ********** ** 60540

Cell: (630)-***-****


Professional Profile

An accomplished, self-motivated professional with over twenty six years of

banking experience with multi-tasking and problem solving talent in fast

paced work environment. Demonstrate strong organization, analytical and

communication skill. Over ten years of management experience focused on

business growth, increase profitability handling objections, implementing

corporate policies and building strong relationship with customer. Leads by

example and establishes a professional work environment based on respect.


& Application

Benedictine University, Naperville-Illinois

Financial Accounting, June 2001

Decision Making.


Hamdard University, Karachi-Pakistan

Leading by example.

MBA, November 2000

Team building.

Great attitude.

Karachi University

Positive thinking.

Bachelor of Arts, Feb 1982

Over coming.

Acceptance & Tolerance.


Banking Diploma, Financing Procedure & Analysis, Accounting & Finance,

Service & time Management Programme.

Related Experience

TCF National Bank, Illinois Jan. 2001 - Aug. 2009

Branch Manager

. Responsible for overall branch performance including sales, customer

service, operation and auditing.

. Allocation of Branch Goal to employee base on their status & motivate

them to achieve 100% of them.

. Setting goal in the area of checking including business checking, saving

including IRA & saving bond, dollar amount, net checking, primary

checking, investment & mortgage referral, hit 104% on and average in

past 12 month.

. Performed all duties in manner that it is in compliance with all

federal, state and bank regulations appropriate for job function,

including BSA, HMDA, GLBA, CRA and USA Patriot Act.

. Daily, weekly, monthly branch audit and make sure that all compliances is

done in timely manner, always achieved and maintain 94% audit score.

. Ensure teller Transactions is run accurately and timely, cash drawer is

with in limit, all tellers cross sell different Bank products in teller

line & follow their authorization limits.

. Follow-up with customers to satisfy their financial needs, introduced new

product and promotions.

. Increase customer satisfaction by problem solving and providing five star

customer service.

. Analyzing and improving the financial aspect of the branch, cut cost by

6% increase profit by 18% on the base figure of 2008.Achieve customer

retention by 82%out of 60% of the goal.

. Engaged all the employee to Create positive and enthusiastic work


. Scheduling team members with in budget and legitimate allocation of time.

Keeping in view slow & peak days, slow & peak hours.

. Coach new hire and set expectation on sales, company policies and lead

them by example.

. Make sure that all negotiable items are operated under duel control and

follow FIFO system.

. Ensure Vault is balances in daily basic and strictly maintain the minimum

& maximum cash limits. All denomination currency and bills are available

for next day transaction

. Participate in telemarketing and working on site in community and other

sale related events to increase branch awareness & product knowledge.

. Assists & recommend HR with screening and interviewing potential

candidates for employment.

Habib Bank limited, Pakistan Sep, 1983 -Jan, 2001

Branch Manager

Work with different branch in different capacities in the area of

marketing, sales, customer service operation & audit. Responsible for

implementation of all the bank policy & procedure .Over all responsible for

branch performance including deposit & profitability.


. Managing the Cash supply to the differed branch in the region & make sure

the branch do not exceed the cash limit fixed by Stat Bank.

. Setting deposit goal to different employee according to their position

and length of service. Motivate them through different promotion and


. Building great relation with the customers, make sure they got what they

want & build personnel relation with the high profile business customers

by visiting their site and home.

. Assist & assign duty according to their position, prepare duty list with

setting expectation and review them in weekly basic find the gap and re

direct them with coaching, scheduling and staff rotation.

. Conduct daily, weekly, monthly branch audit and make sure that all

compliances is done in timely manner, always achieved and maintained a

Pass in audit score.

. Assist in branch sales initiatives. Including, but not limited to

identifying customers for other products, such as investments and loans,

and referring them to such, participations in calling programs to

new/existing customers, preparation of mails to new/existing customers.

. Manage & collect Government bills and make sure that funds are transfer

in daily basic.

. Preparations of different financial statement including income statement

& balance sheet analyze the area of improvement discuss the strategy in

corporate meeting held at HQ in monthly basic.

. Scheduling meeting with business owners, processing small business loan,

assist them to prepare physibility report. Help the community to develop

business in the area.

. Handling 25 staff members including their personnel files & logs. Gathers

employee performance data for use in performance appraisals, discipline,

and training including further promotion.

. Negotiate with union workers on different issue.

. Analyze branch performance & make strategy to improve them.

. Improved profitability in the range of 20% to 50% in last 5 years.

. Introduce new product and services in the segmented area.

. Audit different branch in different state and city to determine the bank

standard is being followed and send the recommendation for its solution.

. Ensure that all employees represents bank to the customer in a courteous

and professional manner furnishes prompt, efficient, and accurate service

in processing transactions.

. Complies with state bank regulation, prepare and submit the required form

in timely manner.


Computer Skills: MS Office 2003/2007, Microsoft Outlook, MS Windows

XP/Vista. QuickBooks.


. Out Standing Performance Award (Nine awards) TCF National Bank


. Divisional Top 9 (two awards) TCF National Bank 2008

. VIP Trip Winner TCF National Bank 2009

. Best Customers service award

TCF National Bank 2009

. Manager of the year

Habib Bank Limited 1999

. Top performance award

Habib Bank Limited 1998

. Best customers service award

Habib Bank Limited 1997


Available upon request


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