Manager Customer Service

Robin M. Garvin

** ****** ******

Groveland, MA 01834

978-***-**** (H) * 978-***-**** (C)

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

EXPERIENCE:

TD Bank, NA

Assistant Store Manager

****-*******

* Maintain and grow current deposit base of $51.3 million and monitor GL's

and expenses to ensure profitability.

* Manage staff of eight and coach to performance & goal achievement.

* Acting Store Manager at the Cross Street, Peabody Store for twelve weeks

-Increased CWI score, retrained staff on policy & procedures, improved

Audit score from Unsatisfactory to Satisfactory and submitted weekly MMU

& BBU reports

* Member of the Peer Audit Team.

* Maintain levels of Customer Service that exceed the bank's requirements

and customer expectations

-Increased CWI scores from #143 to #2 in the Division over a 5-month

period.

* Part of a twelve person ASM and RCL Team that went to the Springfield

Call Center to close 359 email cases with a personal achievement of 51.

* Prospect, schedule and hold Bank at Work events at local businesses.

* Organized and led the North Shore campus initiative, known as The Campus

Crawl, for 2009.

* Discuss, decision and close Consumer Loan and Mortgage applications.

* Refer clients to Business Partners to generate investment and interest

income

-$4.1 million dollars referred since October '09.

* Interviewed potential candidates at Job Fairs for vacant positions in

several Stores last year.

* Encourage staff to develop personal goals and provide them the resources

to attain them.

Regional Branch Sales Assistant

2006

* Compiled weekly and monthly reports for Regional Vice President.

* Composed spreadsheets to track percentage to goal achievement for

campaigns.

* Supervised and scheduled Float Pool staff.

* Reviewed and submitted expense reports to Accounts Payable for payment.

Oppenheimer & Co.

2005 - 2006

Registered Sales Assistant

* Transacted stock, options, and mutual fund trades, and dividend

investment selections.

* Researched and monitored small and large cap stocks & company and Dow

Jones news reports.

* Updated cost basis reports for tax filing purposes.

* Acted as liaison between brokers and clients.

* Provided research reports, financial guidance and investment options for

potential & existing clients.

* Established new accounts and client Internet access.

* Processed check requests, stock, account and wire transfers, and account

maintenance.

Fidelity Investments

2004

Financial Representative

* Discussed range of products and services to engage and educate clients.

* Assisted clients with long term financial planning, investment, wealth

management, tax and retirement related information.

* Provided securities and mutual fund quotes & market news to inquiring

clients.

Robin M. Garvin

Page 2

First Essex Bank

1995-2004

Consumer Loan Underwriter (2003 - 2004)

* Processed, underwrote and decisioned auto loan applications received from

over 435 dealerships.

* Contributed to the sound, profitable investment of $25-30 million per

month.

* Analyzed credit reports to assess liability and determined whether to

grant or deny loan requests.

* Evaluated collateral in accordance with established policies and

procedures.

* Examined tax returns and pay stubs to verify income as stated on

applications.

Assistant Branch Manager (1999 - 2003)

* Frequently assumed responsibilities of supervising staff of 9 in the

absence of the Branch Manager.

* Evaluated, revised and enforced policies and procedures to meet federal

and state regulations.

* Diffused irate customers by providing individualized solutions resulting

in improved and strengthened relationships with these customers.

* Developed and implemented incentive programs to motivate staff and

composed charts and graphs to monitor and reward achievements.

* Coordinated and conducted monthly branch and management staff meetings.

* Prepared annual performance reviews.

* Investigated potential fraud cases working with local law enforcement and

Branch Administration.

* Recovered funds previously charged off as a loss through mail and

telephone correspondence.

* Awarded Supervisory and Leadership Skills Certificates

Teller/Head Teller (1995 - 1999)

* Coached, educated and assigned tasks to tellers to develop a capable and

knowledgeable staff and ensure effective teamwork.

* Completed weekly currency transaction report and monthly compliance

reports.

* Performed weekly audits of currency and official bank checks.

* Reconciled ATM and branch funds daily and resolved teller settlement

issues.

* Processed personal and commercial customer transactions.

* Selected to be on conversion team to train retained staff during two bank

acquisitions.

* Chosen as one of three bank-wide employees for a reconciliation project

in Deposit Operations.

* Recognized as Employee of the Year in 1998.

EDUCATION:

University of Massachusetts

Associates Degree in Business Management, anticipated completion Fall 2010;

continuing

education to achieve a Bachelors Degree in Business Administration and

Finance

Mt. Ida College, Newton, MA

Banking Concentration: Dean's List, External Vice-President Phi Theta Kappa

National Honor Society,

Who's Who of American College Students

SKILLS:

Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Power Point,

Encore Teller and Platform Software, Lotus Notes, ALSCOM, CMOD, Card Wizard

Instant Access Software, Bisys Banking Systems, IA - Intelligent Automated

System, TCM - Total Credit Manager, Intercept Imaging System, Net Query,

CMSe, eLynx, SmartForms, StaffSmart, ITI Navigator, TIMS-QM optical

reporting system, SCM2100, OnBase image retrieval program, Premier II

Teller Software, Insight, OMS - Order Management System, FINET, Reuters

Plus, Company Intranet, Internet, Bloomberg

LICENSES:

Series 7 & Series 63

Contact this candidate