Customer Service Management

Jill Messick

Email: *********@********.***

Address: *** ********* ***

City: Feeding Hills

State: MA

Zip: 01030

Country: USA

Phone: 413-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jill Messick

118 Princeton Ave. * Feeding Hills, Massachusetts * *********@********.*** * 413-***-**** * 413-***-****

Public Administration Profile

Municipal Government * Fiscal Accountability * Constituency Relations

Motivated, results-oriented public administrator with practical experience spanning the complexities of city program planning and management; complementary skill set in project, fiscal, compliance, and staff management. Exceptional operational leadership talents, seamlessly coordinating all facets of new and existing programs. Unparalleled ability to identify and meet the needs of any constituency. Adept in research, evaluation, and assessment of policies, developing insightful recommendations for program improvement. Solid history of success in staff development, volunteer recruiting, relationship development, and project planning.

Core Competencies

Local / Municipal Governance Policy Program Development Legislation Research / Analysis Complex Negotiations Public Community Relations Policy Research Analysis Campaigns Promotions Fundraising Event Planning Financial Analysis Planning Budget Grant Administration Public Speaking Presentation Team Building Development

Experience Highlights

City of Agawam Agawam, Massachusetts

City Councilor, 1/2007 to 12/2011

Elected to legislative branch of municipal government, serving of 30K residents and $77M annual budget.

Led hands-on city management and budget planning, participating in an array of public administration and city management functions; performed fiscal analysis, planning, and management, including budget vetting, to ensure maximum value. Established municipal tax rates. Evaluated policies and statutes to inform development of legislation proposals and justification platforms; routinely provided public discussion, debate, and defense of proposed legislation. Performed grant-writing.

Conducted community outreach and constituency relations, meeting with citizens to identify prevailing issues and community positions. Served in media- and public-facing communications role, developing presentations, press releases, and promotional content. Forged strategic partnerships and alliances with community organizations; liaised and collaborated with municipal and state officials and elected leaders.

Key Contributions: Conceptualized and managed a successful campaign, organizing 30 volunteers in a multifaceted strategy leveraging marketing, community outreach, and public events tactics; achieved the second highest vote margin, unseating long-time incumbent Councilor. Proven expertise developing policy through research, analysis, and presentation techniques, confidently speaking to community leaders, public officials, decision- and law-makers, and public groups and utilizing superior talent for media / press relations. Partnered with Town Solicitor to develop proposed legislation characterized by clarity of both legal content and practical intent; sponsored and championed proposals to public audiences, building consensus through effective presentation and education. Routinely presented to live audiences and for televised broadcasts. Developed rapid expertise in issues requiring policy or legislative consideration, including highly regulated or technical subjects related to public works, alterative / sustainable energy, or collective bargaining, performing research to define positions and inform voting strategies. Led committees and subcommittees, taking a lead on zoning, planning, energy, and conservation issues and serving public interests in land use planning; chaired the Zoning Committee over four years, leading: Public education in Energy Conservation, developing a series of educational seminars. Liaison efforts between the Council and the Conservation Commission, consulting on key aspects of zoning change impacts, land donations, or wetlands issues. Pioneered launch of the Energy Commission, developing the legislation to establish the body and creating the first commission to require participation from the Council, School District, Planning / Development Office, Public Works, and citizenry. Organized a public opposition to zoning change, which would allow industrial development within residential neighborhood with both wetlands and endangered species.

CNI National Mortgage Easthampton Savings Bank National City Mortgage

SIS Bank Source One Mortgage Fleet Mortgage Springfield, Massachusetts

Branch Supervisor / Loan Officer, 1988 to 1999

Held progressively responsible residential loan origination, processing, and underwriting roles.

Served in an array of lending functions, managing $30M$50M in residential loan pipelines and supervising teams of up to seven loan officers. Closely evaluated client financial information, history, and home appraisals to mitigate corporate risk. Provided consistent follow-up to client transactions to foster satisfaction and retention. Served in loan sales management, loan origination, and processing capacities. Collaborated with credit grantors to establish client financial options. Ensured compliance with FNMA, FHLMC, FHA, and VA guidelines.

Key Contributions: Delivered major process improvements, slashing processing time by four days and eliminating three days from the duration between approval and closing. Propelled both the volume and dollar amount of pipeline and approved loans. Spearheaded redesign of bank underwriting guidelines to expand eligibility without impacting overall risk, for substantial revenue growth. Developed and implemented staff training, performance management, and recognition programs promoting increased productivity, improved risk management, and outstanding customer service. Revamped the document tracking system for improved access and information management.

Educational Background

Bachelor of Arts in Anthropology Dickinson College, Carlisle, Pennsylvania

President, Art House residential community for artists

Professional Training:

Wetlands Open Space Protection, 2009 Massachusetts Association of Conservation Commissions (MACC)

Wetlands Protection Act, Wetlands Delineation, Soil Analysis, GIS Map Reading, Storm Water Management

Affiliations:

Agawam Rotary Club, since 2008 Fundraiser Harvest Festival Event Planner

Westfield River Watershed Council, since 2005 Annual Source to Sea riverfront cleanup

Continued

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