Sales Customer Service

Julie A Hoffman

**** ********* **.

Temperance MI 48182

Residence 734-***-****

Mobile 734-***-****

PROFESSIONAL EXPERIENCE

KeyBank National Association 04/2008 – 10/2009

CLIENT SERVICES MANAGER - Overall, responsible for compliance with regulatory, security

and internal audit controls while managing the daily operations of the KeyCenter to insure quality

service. Responsible for providing direction and guidance for the KeyCenter staff on operational and

regulatory procedures, and for providing client service and operational leadership within the

KeyCenter. Primary troubleshooter for problems and complex client service needs incurred at the teller

line with goal of client retention. Daily support teams sales goals through identification of prospects

and referrals to sales experts and seek out clients and educate them on alternative delivery methods.

Daily tasks included,fraud loss research and processing of charge offs, the daily NSF review/weekly

overdraft monitoring, balancing of several GL accounts, training and coaching of CRR's and assuming

responsibility for the KeyCenters operations, including insuring that the KeyCenter facilities (internal

and external) were maintained.

Aflac 09/2004 – 04/2008

DISTRICT SALES COORDINATOR – Responsible for continually building my own book of

business. Account Executive that is expected to call on local businesses, market our products, develop

broker relationships, enroll and service established accounts on a daily basis. Work closely with district

and regional sales coordinators to ensure state quotas are met. Exceeded all established company goals

within my first year of employment. Continual recruiting, training, and coaching of new agents to build

my district team.

Directions Credit Union 1992-2004

MAIN OFFICE OPERATIONS MANAGER -

Account Management – Prepare monthly and quarterly area reconciliations and reports. Conduct,

review, and approve all types of lending applications. Complete and monitor all required

corresponding documentation. Managed and maintained the credit union’s Individual Retirement

Account department, Responsible to ensure correct documentation and system input of all account

transactions to ensure account compliance with federal and state regulations and to ensure correct and

timely IRS reporting via magnetic-media and paper media

Main Office and Branch Administration – Manage daily branch cash flow averaging $500k.

Administered internal cash/inventory audits according to federal and state regulations. Maintained the

main office security system. Within budget constraints; staff main office front desk, operational front

lines, drive-thrus, new account areas, lending areas, and investment services area. Troubleshoot

customer concerns through research, responding through written and verbal communications to resolve

issues.

HR and Staff Development – Interview, hire, promote, and train new and existing staff for a

variety of service oriented positions. Perform extensive semi-annual staff evaluations to determine

performance based salary adjustments and address performance concerns. Develop, implement, and

track a pay for performance cross-sales incentive plan for customer service personnel. Train, monitor,

evaluate and coach staff using certified sales leadership strategies program and the certified referral and

sales training programs.

Management Team – Strategic Growth Plan – Prepare and present projected growth plan for several

key areas to management and board of directors on regular basis. Customer growth projections,

operational overhead control issues, staffing and training needs, ROA and budget concerns included.

Branding – Continually contribute to the ongoing community wide “branding” effort of the credit

union. Monitor and develop all areas of customer service to ensure staff and offices project the “brand”

image that mirrors the marketing effort.

DESIGNATIONS AND MAJOR ACCOMPLISHMENTS

Developed and maintained the credit union’s product and procedures manuals and assisted in moving

them to an on-line format. Assisted in creating and utilizing the credit union’s Intranet and Star Wizard

training tools for internal communications and on-line self training for staff.

Credit Unions National Administration’s Certified Sales and Leadership Strategies and Certified

Referral and Sales Training programs.

Member of the Certified Credit Union Executive Program.

Member Sylvania Chamber of Commerce.

Nationally recognized Individual Retirement Account Professional.

Environmental Strategies & Technologies 01/2004 – 12/2007

OFFICE MANAGER – Accounts Payable/Accounts Receivable, Bank Reconciliation, Collections,

and various general office responsibilities.

First Federal Savings and Loan Association of Toledo 1987-1992

NEW ACCOUNT AND LOAN SPECIALIST

Opened new accounts, took lending applications and assisted customers with problem resolution.

Assisted teller supervisor and tellers when needed.

TELLER SUPERVISOR

Assisted customers and supervised teller line according to bank policy

Tamaron Manor Apartments 1990-1998

RESIDENT MANAGER

Show prospective new residents model apartments. Assist new and existing residents with rental

information and general concerns. Collect rental payments. Maintain buildings security during non

business hours. Complete and maintain all relevant paperwork

EDUCATION

1994 - University of Toledo – Bachelor of Arts, Major in Business Management

1993 - Owens Community College – Associate Degree in Accounting

Several certificates from Leadership, Compliance, Administration, Sales Oriented, and Management

Training Courses and Seminars.

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