Customer Service Quality Assurance

Alanna Dawn Lee-Schofield

*** ***** ****** ** **** Bay, FL 32907 321-***-****

**** ******* ***** #** **********, VA 23703 757-***-****

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

BANKING BUSINESS DEVELOPMENT ADMINISTRATION

Ethical & Confidential / Military Veteran

A welcoming, pro-active professional, returning home to Florida, practiced in all areas of banking, excels in highly competitive environments where leadership skills are the key to success, and can be counted on to ensure financial integrity and customer satisfaction.

PROFESSIONAL EXPERIENCE

TOWNE BANK, Portsmouth, VA, 2007 to current

Deposit Services Officer (2008 to current)

Directs day-to-day operational support (customer service and business development) for all of this community bank’s branches. Activities include, but are not limited to:

Processing all incoming and outgoing Federal adjustments and all incoming legal documents such as levies, liens, garnishments and subpoenas.

Balancing and reconciling Federal account and multiple general ledger accounts.

Creating and processing daily Federal file as well as daily electronic files for bank decisions

regarding bank returns.

Banking Officer (2007 to 2008)

Duties ranged from opening accounts and cross sales of various bank products and services based on clients’ needs to maintaining quality customer service standards.

Selected for bank’s extensive one year management program including American Banking Association classes and rotations through all areas of the bank.

Community services representative for Meals on Wheels, Circle of Smiles, Susan B. Komen Breast Cancer walks, and 3-hour Zumbathons.

BANK OF AMERICA, Portsmouth, VA, 2007

Personal Banker / Branch (2007)

Responsible for offering and cross selling products and services such as personal and business loans, credit cards, lines of credit, and DDA and savings accounts. Analyzed credit reports

Counseled corporate and high net-worth clients regarding their borrowing needs.

Resolved problems and maintained top level customer service and sales goals.

Managed and supported 15-member customer service staff (Representatives and Tellers).

Quality Assurance Manager / Card Services Division (2000 to 2007)

In charge of teaching, coaching and mentoring a 15 member customer service team for a high volume, 24/7, call center. Additional duties included:

Call monitoring, support and feedback and assisting with quality training for new hires and member service representatives. Promoted to Personal Banker in May, 2007.

ADDITIONAL RELEVANT EXPERIENCE

Pharmaceutical Rep for companies such as Bristol Myers Squibb and Knoll Pharmaceuticals

MILITARY SERVICE

United States Air Force and Air National Guard, Honorable Discharge

Staff Sergeant, E-5, Medical Services Specialist

Tech School, Shepherd AFB, TX; Medical Training, Keesler AFB, MS;

Business Administration Training, Langley AFB, VA

EDUCATION

Associate Degree in Health Information Management, Norfolk State University, VA

Business Management degree program (2 yrs.), Virginia Commonwealth University

Professional Development, American Banking Association: Completed Principles of Banking, Ethical Issues for Bankers, Banking Business Etiquette, Accounting Law, Banking Principals & Applications, Consumer & Commercial Lending, Analyzing Financial Statements, etc., classes.

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