Customer Service Manager

Yulanda Manning

***** **** **, ***. ***, Southfield MI 48034

248-***-**** **************@***.***

PROFILE

I have established professional adept at providing services in multiple

facets of project / staff management responsibilities related to numeric

analysis, treasury product management, financial services auditing, sales,

marketing, and customer retention. I have demonstrated analytical and

creative prowess by designing customized proposals for clients, resulting

in the best ROI possible. Earned recognition from management for providing

10% to 15% revenue increase based on capability to translate numbers into

tangible results. Comprehends financial complexities and is confident in

presenting to clients. Open to take on challenging assignments in any

numeric analysis or general management environment.

PROFESSIONAL EXPERIENCE

Caracal Office Products LLC, - Contractor for Purchasing Department

Contract Procurement/ Customer Service Manager

2009-2010

. Managed assigned parts of the supply chain to ensure on time delivery

of requirements

. Developed and implemented raw supply processes that optimize site

resource and reduce cycle times. Ensured stock levels were met and

stock outs did not occur and maintained a 95% order accuracy rate.

. Monitor Supplier performances and took appropriate preventative and

corrective actions.

. Negotiated supply contracts, spot prices, service level agreements and

quality for assigned direct raw materials and indirect spend to

include sales ongoing for potential clients.

. Provided customer service daily office functions while

training/leading a staff to assure a high level of service was

provided.

. Investigated and resolved customer issues with in a timely manner.

. Prepared the RFQ's and Bids for new business opportunities using the

MITN website and networking within the industries buyers.

Fifth Third Bank, Southfield, MI. - Treasury Management Department

Sales Associate II / Implementation Specialist

2002 - 2008

Assist in the Treasury Management sales process by creating proposals that

highlight various treasury management products. Work closely with the

treasury management relationship manager and the commercial relationship

manager to personalize proposal for each client.

. Prepared and managed on an ongoing basis the top 10 to 20 clients to

include, quarterly relationship reviews to determine current and

future customer needs. Managed exception pricing analysis functions

monthly for accuracy of services provided to the client and the price

range agreed upon.

. Implemented new TM services using the CRM system bringing revenue in

excess to 10% to 15% for the company. Set up training as necessary

and follow up with the client.

. Prepared presentations for the Request-for-Proposal to include, power

point, flow charts, executive summaries meeting all deadlines required

at 100%.

. Resolve complex issues that arise. Work with Client Specialist in

other commercial areas to solve the customer's issues in a timely

fashion.

. As a member of the treasury team, participate in customer related

visits to sell additional services and conducted presentations as

needed.

. I conducted training sessions ongoing for the Client Specialist. The

training classes consisted of opening and the closing process of

checking and savings accounts. Training on the wire transfer system to

include processes and procedures for implementing. These classes

enabled the effective transitions of the Client Specialist roles to

reduce errors by 95% saving 3 hours or more per week.

Flagstar Bank, Troy MI 2001 -

2002

Quality Control Auditor

. Audited closed mortgages to insure proper information was provided to

the company.

. Re-underwrite mortgages as necessary.

. Verified income, assets, ratios, appraisal values, notes, deed and all

other data provided in preparing for the loan closing.

. Maintained quota of five files per day to ensure goals are met for

quarterly reporting.

Michigan National Bank, Farmington Hills, MI.

1996 - 2001

Consumer / Commercial Support II

Old Kent Bank, South Haven MI

1991 - 1996

Senior Financial Services Representative

EDUCATION

Davenport University

Warren, MI

Bachelor of Business Administration - Management

Graduation May 2011

Continuing Education

. Account Analysis Modeling- Fifth Third Bank . Fair

Lending Overview- Fifth Third Bank

. Managing Diversity- Fifth Third Bank .

Commercial Product Knowledge- Fifth Third

. Automated Adjustments- Fifth Third Bank

. Check 21 Introduction- Fifth Third Bank

. Commercial Customer Relationship Mgmt- Fifth Third Bank

. Commercial Regulatory Compliance for Depository Accts- Fifth Third

Bank

. Medical Terminology-South Haven Community Hospital

. Access, Word, Power Point, Publisher, Excel-New Horizon, Davenport

University

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