Customer Service Manager

SHANNON CROWLEY

**** *. **** ****. #*** • Plano, Texas 75075 • 972-***-**** • ****************@*****.*** STATEMENT OF PURPOSE

To commit my strong work ethic, high standard of attention to detail, comprehensive experience, exceptional leadership, human relations and administrative skills, to achieve desired business objectives and goals with emphasis on continuous improvement.

SUMMARY OF QUALIFICATIONS

Results-focused professional with a proven track record in managing multiple, concurrent projects with strong problem solving and follow-through capabilities. Demonstrated ability to work under pressure and meet tight deadlines. Exceptional organizational, time management, record keeping, interpersonal communication, and customer service skills. Core competencies include:

• Office Automation & Administration • Banking & Financial Administration

• Information & Records Management • Quality Customer Service & Relations

• Loan Administration • Executive Administration

• Staff Leadership, Mentorship & Coaching • Relationship Building

• Business Ethics for Public Adjusters • Diplomatic Conflict Resolution License/Certifications:

• Texas Department of Insurance: Adjuster – All Lines; expires 09-07-2019 Insurance Adjuster – All Lines:

• Academic knowledge and ability to investigate or adjust claims on behalf of an insurer, which includes general property and casualty, workers' compensation, employer's liability, and USL&H claims Business Administration:

• Exhibit critical thinking; ability to employ appropriate analytical models and apply critical reasoning processes to evaluate evidence, select among alternatives, and generate creative options in furtherance of effective decision making

• Display teamwork and leadership skills; versed in functioning in a variety of work groups using appropriate leadership skills and styles and collaborate with a variety of other people using elements of effective team dynamics to effectively and appropriately structure team work Computer Skills:

• Microsoft Word, Excel, industry-related software, and Internet Navigation PROFESSIONAL EXPERIENCE

LEGACY TEXAS BANK – Plano, TX

Served in multiple position of increasing responsibility and complexity demonstrating exceptional knowledge, skills, and proven abilities in the following areas:

Warehouse Loan Administrator Collateral Specialist Jun 2017 to Present

• Effectively support the Warehouse Lending Operations Manager with direct responsibility for receiving incoming warehouse lending collateral, processing notes shipment requests, maintaining a neat and accurate collateral vault, and building strong relationships with the Warehouse lending clients

• Interface with mortgage lenders granted a short-term revolving line of credit which is subsequently sold to the secondary mortgage market; upon sell, the notes are shipped directly to the purchaser such as: Wells Fargo, Chase, Fannie Mae, Freddie Mac, Penny Mac, etc.

• Create an environment that supports our value system and promotes organizational and team excellence

• Maintain professional demeanor and used tact, discretion and confidentiality at all times SHANNON CROWLEY Page 2

Administrative Assistant Feb 2015 to Jun 2017

• Demonstrated a high level of customer service, energy and professionalism in planning, coordinating and carrying out the efficient day-to-day clerical and administrative activities in support of four Vice-Presidents and 75 employees

• Provided precision administrative support to all areas of Loan Administration-Consumer and Commercial

• Performed work that was of a highly confidential nature, requiring solid judgment, precision and care regarding details and follow-up

• Flawlessly managed Synergy que maintained all loan documents scanned, indexed, and completed within SLA

• Maintained calendars for each Vice-President, coordinated and schedule meetings and/or conferences

• Handled preparation and administration of ongoing administrative projects, including correspondence tracking and management system

• Reviewed and edited correspondence thoroughly to ensure correct grammar, spelling, capitalization, and punctuation

• Established, accurately maintained, and controlled file system to enable quick and efficient retrieval of information

• Received, processed, transmitted, and/or forwarded electronic messages and documents promptly and appropriately

• Proficiently used multiple office automation software with varied functions to produce a wide range of documents, forms, memos, letters, and textual documents

Plano Operations Center Manager

• Orchestrated the efficient daily operations of the center encompassing receipt and distribution of mail and deliveries throughout the day, coordinating facilities maintenance and security, interfacing with contractors and vendors

• Ensured new employees and visitors had proper building access, shred bin access, and assisted Brinks with ATM key access

Account Services Representative Sep 2010 to Feb 2015

• Provided exceptional support for customer service and branches with account issues that required further research or maintenance such as: teller corrections, encoding error/check corrections, interest adjustments, fee refunds, CD redemptions, safe deposit box maintenance, and account closings

• Accomplished daily audits of redeemed saving bonds

• Played an integral role in maintaining all daily functions of the department during the 2015 Legacy Texas/Viewpoint Bank merger as colleagues were testing new automated systems in preparation for the conversion

• Executed monthly mail merge for Kids Club accounts Client Service Representative Oct 2006 to Sep 2010

• Provided quality assistance to our customers, addressing their concerns and inquires with the highest degree of courtesy and professionalism while providing a one call resolution; offering alternative solutions with the objective of retaining the customers' business, and promoting the image of the Bank in a positive manner

• Used operational systems to answer customer requests or inquiries regarding financial and non-financial transactions

• Continually maintained solid working knowledge of all company products, services and promotions

• Made recommendations to customers on products and services offered by the bank

• Displayed exceptional problem-solving, listening, multitasking, and customer service skills

• Attended various product knowledge and customer service training classes both online and in a classroom setting

• Assisted customers with technical questions related to our website, browsers, online banking, bill pay and other self- service customer service options

PROFESSIONAL DEVELOPMENT

Insurance Claims Adjuster – All Lines AdjusterPro - Online Course May 2017 Licensed Real Estate Sale Agent Kaplan University, Dallas, TX 2006-2007 Company-sponsored/on-the-job training: Customer Service Management, Principles of Banking, Executive Administration, Sales Strategies, Conflict Resolution, Leadership Development, Bank Product Knowledge, Information & Records Management, Financial Management and Accountability. References Available Upon Request

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