Customer Service Manager

D ebra V. Smith

***** * ****** ******, **********, M I 48033 Phone 248-***-**** Email:

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

Profile

• Proven t rack record of developing a new team of 17 employees in a non team

concept environment.

• Effectively coached, mentored, and developed a highly motivated well

performing team.

• Consistently met and exceeded sales goals.

• Successfully managed customer relationships in a portfolio of specialized

clients (Government Not for Profit, Higher Education, Healthcare,

Correspondent Banking, & Foreign Corporate).

• Continuingly increased revenue through converting client manual processes

t o automated platforms.

• Strong ability to handle multiple tasks under pressure and within impossible

t ime constraints.

• Flexibili ty in adapting to changing situations with external clients as well as

i nternal partners.

Experience

Client Service Manager-JP Morgan Chase Bank, Commercial Banking,

(10/03-03/10) successfully managed the largest portfolio of clients in

Southeast M ichigan, with an average portfolio size of 50-100 clients per

employee.

Management

Managed a team of 17 Client Service Professionals for high profile clients in the

Commercial Banking sector

Handled escalated issues, complex calls from clients, relationship managers/bankers

and product partners

Responsible for performance management, operational controls, mit igating r isk,

p roblem solving, and meeting multiple deadlines

Selling/referring deposit and t reasury products, in conjunction with client calling

Credit, Loan Documentation and Payment processing

Facilitated internal market t raining, meetings, as well as building partnerships with

other lines of business and participating in various community ini tiatives

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C redit & Loan Portfolio Management

Commercial Real Estate Closer- Commercial Banking

(09/02-10/03)

Successfully ran a portfolio of high profile Commercial Real Estate

clients, as well preparing loan documentation for the external closing.

• Loan documentation (understanding and reviewing Attorney prepared

documentation), ordering t i t le work, appraisals, f lood insurance and

m anaged my pipeline

• Analytical skills, with attention to detail, ability to multi task

Attended closing to insure that all due diligence were met and executed

Portfolio management (40 clients)

Rate quotes, billing, payments

Supervision

Commercial Loan Supervisor-Commercial Banking

(06/93-09/02)

Successfully supervised a team of Commercial Loan Representatives, and

conducted on-site M iddle Market t raining for M ichigan, Ohio, and Indiana.

• Supervised a team of 24 Commercial Loan Representatives.

• Handled new loan processing, rate structures.

• Payment processing, Drawdown/Advances on the client’s Lines of Credit via

w ire t ransfer or DDA (Demand Deposit Account) processing.

• Preparing quality control market reports as well as production output.

Previous positions held

Mdse Mgr., Credit & Cashier Cage, HR Recruiter, Bookkeeper, Payroll Clerk,

A udit Clerk, Call Center Representative, and Ti tle Insurance Closer

Community Involvement

• Facilitated a Summer Intern program for DPS (Detroit Public Schools)

s tudents. Managed an all day work shop for approximately 25- 30 students,

speakers, as well as gathering materials. I mentored 2 of the students in the

Commercial Banking, M iddle Market sector for the summer.

• Volunteered for the Southfield Good fellows organization-Preparing Holiday

g ift and food Packages for the needy.

• Continue to volunteer at my church for various events and community

i nitiatives.

Awards

• Customer Service Excellence Award

• Eli te ACE (Achieving Customer Excellence)

• National Client Service Manager Award (2)

• Detroit Summer Finance Internship Mentor Award

Education Detroit Business Institute, Detroit M I, Major in Business, with a minor in

Accounting.

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