Manager Operations

Carol Welch

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

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

City: Acworth

State: GA

Zip: 30102

Country: USA

Phone: 770-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Carol B. Welch

612 Wexford Court, Acworth, GA 30102, *******@*********.***, 770-***-****

Client Service Manager

Organization/Planning Skills

Customer/Client Focus

Call Center Support

Extensive Banking Experience

Problem Solving Skills

Decision Making

Strong communication skills/follow-up

Effective Leader

Relevant Work Experience

Fiserv, Inc.

(Financial Industry/Banking)

Deposit Manager/Client Services

Ensure staffing for Call Center Support

Maintain an effective rating on Call Center volumes, includes calls and case resolution

Managed support for 350+ banking clients

Worked with the Clients (banks) to assist with day to day problem resolution

Monitored client representatives for correct resolutions and follow ups.

Collaborate with Account Managers to maintain successful client relationships

Work closely with Deposit team to provide or assist with their service skills for quick resolution to clients.

Identify appropriate resources for research required for case resolutions.

Responsible for monitoring progress and providing updates to clients

Point of escalation for unresolved issues, with reports to Data Center President

Assist on customer conference calls, addressing case issues and or resolutions

Provide staff opportunities for internal as well as external training pertaining to job

Contribute and assist in the maintenance of the Product solution Database

03/2007 Present

Cornerstone Bank

(Banking)

Deposit Operations Assistant Manager

Assisted Operations Manager with daily updates

Completed and documented required surprise audits of tellers.

Instrumental in stocking and staffing new branches.

Work with Operations Manager to implement various system testing, requirements, etc. within time constraints and project resources.

Originate and maintain communication with processor for daily banking needs.

Review all new accounts to ensure proper documentation and verification has been obtained.

Responsible for a level of User training for new employees

Provide guidance and assistance to personnel and users in resolving system related and operational problems.

Worked with all areas of the Bank to assist in the development of new products and services.

02/2004 03/2007

Covansys

(WIC processor)

Assistant Manager

Responsible for direct communication with associated Bank processor.

Responsible for making wire transfer dead-lines between States and bank

Ensure staff processed all vouchers received daily, performed QA on vouchers

Ensured all returned items were properly encoded and returned/processed

Works in a testing analyst role to appropriately test new products and services.

Served as back operations manager when necessary

03/2001 02/2004

Premier Bank

(Banking)

Adjustment / WIC Processor

Provided client servicing for WIC.

Research and resolve a wide range of banking adjustments directly with Federal Reserve

Identify outages within the processing scope of WIC vouchers

Worked directly with WIC processor within banking guidelines

07/1999 03/2001

Redstone Federal Credit Union

(Credit Union Banking)

Deposit Operations Associate

New Accounts Representative

Assisted in back-up Teller and Vault training

Development ATM procedures in balancing 14 ATM machines daily.

Foreign Item Collection on all international deposited items.

Return Check collection on members accounts

Assisted with proof balancing and daily procedures when necessary

03/1986 06/1998

Education

University of Alabama, Tuscaloosa, Alabama 1972-1975

Studied.Biology, Business

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