Customer Service Manager
Resume:
Frank Annetti
Email: *********@********.***
Address: *** **** *******
City: Beverly
State: MA
Zip: 01915
Country: USA
Phone: 978-***-****
Skill Level: Management
Salary Range: $80,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
FRANK ANNETTI
797 HALE STREET, BEVERLY, MASSACHUSETTS 01915
*********@********.***
SUMMARY
Experienced financial services professional with a diverse background and successful management experience. Strategic thinker with sound analytical skills, able to quickly adapt to changing business environments.
Areas of expertise:
Banking Operations: Extensive knowledge and experience in the field of financial services, specifically implementing banking operations processes and current technology applications.
Project Management: Led Banking Operations projects on numerous deposit conversions, mergers, acquisitions, and branch divestitures.
Cash Management: Served as Senior Manager on tasks forces that resulted in sales, product, and revenue enhancement, higher quality of service, technology upgrades and cost reduction. Pioneered development and creation of centralized customer service unit.
Human Capital Management: Well versed within a diverse workforce in recruitment, training, and management of banking personnel, contractors, vendors, trainees and interns.
EXPERIENCE
SOVEREIGN/SANTANDER, Boston, MA 2000-2012
Director, Payment/Deposit Services (2001-2012)
Directed, coordinated, and managed Banking Operations activities to meet corporate goals to obtain optimum efficiency and economy of operations, and maximize profits. Worked independently, directed managers and project management teams. Managed 130+ staff and an annual $6M budget. Worked under Managing Director of Payment Services; interacted closely with associate Retail and Commercial Banking business owners.
Director, Corporate Services (2000-2001)
Managed 50 staff members responsible for bank-wide cash management and customer service.
* Led branch divestiture conversions for corporate cash management products and customers representing $20M in revenue within six months.
* Directed and managed business strategy to provide wholesale lockbox processing internally.
* Recruited as senior member of steering committee focused on business development and growth of cash management revenue.
BANKBOSTON, Boston, MA 1987-2000
Senior Manager, Banking Operations
Managed 100 staff members responsible for resolution of customer inquiries, processing financial and non-financial adjustments, branch and department settlements, customer service activities, and account reconciliation for general ledger accounts. Directed department efforts regarding computer systems, staff development, risk management and all specific project related work, including business development and enhancement of procedures.
* Managed collection activities for Canadian, foreign, and domestic checks, as well as bond and coupon redemption. The group provided operation support, customer service, and problem solving.
* Reorganized management, supervisory, and clerical staff to improve and maximize quality of service. Introduced efficiencies and productivity improvements, resulting in cost savings and staff reduction of 10%.
* Oversaw the installation of new Millennium compliant system.
* Coordinated transition for EURO dollar transaction processing, ensuring regulatory compliance.
* Spearheaded effort to establish a collaborative with key business partners for unit cost allocations improving department`s absorption rate by 40%.
Senior Manager, Banking Operations (1991-1998)
Managed day-to-day business and systems analyst operation comprised of 35 executive employees. Supported bank`s major deposit applications and key project management initiatives with operating budget of $3M and a favorable year-end variance of $100K+ or 4%.
* Led efforts to reorganize management team to equitably reallocate resources and effectively manage and motivate group during staffing shortages.
* Managed deposit applications production support, Millennium certification and compliance, 300-plus deposit application product and statement enhancements, Pacific National Bank acquired bank conversion, Berkshire county branch divestiture to Bank North Group.
* Provided highly specialized Banking Operations leadership and solutions of strategic importance affecting bank earnings.
* Secured and conducted extensive partnerships and communications with Systems, Operations, and Business units within the bank.
* Managed Banking Operations project teams with 25-50 staff members engaged in project analysis, design, development, testing, and implementation, ensuring projects were completed on time and within budget.
Senior Manager, Cash Management Operations (1991-1992)
Managed 50 staff members responsible for regional operations support of over 5,000 corporate cash management customers, representing $65M in revenue and operating budget of $4M. Performed checking account, lockbox, and electronic banking services.
Senior Manager, Cash Management Customer Service (1987-1990)
Managed 25 staff members performing customer service, product implementation, problem resolution, relationship management, and quality assurance programs for nationwide customer base. Administrative responsibility for cash management products and services support with an operating budget of $2M and customer revenue base of $60M.
EDUCATION
NORTHEASTERN UNIVERSITY and BRYANT & STRATTON JUNIOR COLLEGE, Boston, MA
Courses in Business Administration
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