Customer Service Manager

SHERITA STEELE

**** ****** ******, *******, ******* 32725 C: 407-***-**** *******.********@*****.*** Responsible for daily operations of banking office with deposits of $220 million. Lead a team of professionals responsible for accurate and timely posting of transactions including general ledger and loan payments as well as client satisfaction. Charged with keeping expenses low and customer satisfaction high, other responsibilities included AML prevention, BSA detection and CRA requirements. Other responsibilities included audit functions, human resources, salary administration, employee development and maintain open lines of communication to executive management.

Branch Operations Manager, 09/2003 to Current

Valley National Bank formerly CNLBank – 450 S Orange Avenue Orlando, Florida 32801 Achieved a high level of customer service and satisfaction. Trained, coached, motivated and developed branch personnel in required skills to achieve service quality goals and the performance and compliance with operational procedures. Managed branch staffing/scheduling for appropriate coverage, monitored dress code compliance and attendance.

Assessed performance and completed performance reviews of Branch personnel in a timely manner. Developed personnel for promotional opportunities; managed the performance and developed employees within the branch which resulted in high performance, a team environment and positive employee morale. Managed all operational aspects of the branch functions to ensure satisfactory audit ratings and adhered to compliance requirements.

Full knowledge of all branch operations to encompass sound business decisions including: evaluating, honoring and approving all exception items minimizing potential loss to the bank; managed operational risk.

Knowledge and reviewed proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure. Knowledge of KYC and CIP

Knowledge of wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire.

Managed timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other inconsistencies; knowledge of Suspicious Activity red flags.

Managed expenses within established budget guidelines. Branch Operations Manager, 06/1999 to 08/2003

Century Bank – 2141 W SR 434 Longwood, Florida 32779 Assessed employee performance and developed improvement plans. Resolved escalated customer issues in a timely manner. PROFESSIONAL SUMMARY

WORK HISTORY

Wrote reports detailing branch activities.

Met operational deadlines by proactively managing individual and team tasks. Increased new bank relationships within the local community 15% by executing quarterly promotions. Closed an average of 6 loans per month.

Assistant Manager, 07/1996 to 06/1999

AmSouth Bank – 111 N. Orange Avenue Orlando, Florida 32801 Received superior customer service satisfaction scores for 4 consecutive quarters. Oversaw a branch team consisting of 2 customer service representatives and 5 tellers. Originated, reviewed, processed, closed and administered customer loan proposals. Evaluated leads obtained through direct referrals, lead databases and cold calling. Calculated quotes and educated potential clients on insurance options. Ability to prioritize

delegate and follow up on assignments.

written and interpersonal communications skills.

approachable

Ability to apply common sense understanding to carry out instructions furnished in written

organize

Good verbal

Positive attitude

Ability to effectively present information in

one-on-one and small group situations.

oral or diagram form.

Master of Arts: Management and Leadership, Current Webster University - Orlando, Florida

Bachelor of Arts: Sociology,

Rollins College - Winter Park, Florida

SKILLS

EDUCATION

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