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Customer Service Manager

Louisa, VA, 23093
November 24, 2018

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Jennifer Copeland

Louisa, VA *****

540-***-**** cell


General Manager with increased revenue and customer satisfaction

Project Coordinator/ Business/financial Analyst - performs efficiency tests and recommend solutions for more efficient inventory control and business process and procedures

Demonstrated achiever with expanded knowledge of standard banking practices, policies, and Federal Regulations.

Award of Excellence winner for superior sales and customer service on three separate occasions, who has the ability to quickly build and maintain quality, long-lasting, relationships with both clients and co-workers.

Extensive working knowledge and proficiency with Microsoft Office Software (Word, Excel, PowerPoint, Outlook, Access, One-Note, and Publisher), Bank Core Systems (FiServ Branch Suites, Spectrum GUI, and IBS/Metavante Insight), and many other auxiliary/support banking systems including: WITS, FCE (Foreign Currency Exchange), FEDline Advantage, FIS BEB Business Online Banking Service Tool, Passthrough, Oil, Base, Appro Loan System, and Q2 online banking system. Lexis-Nexis, and Capital One proprietary software, Wyndham proprietary software, Ezlite info, Sabre hospitality, and Synxis PM

Lifetime learner who is willing, able, and determined to learn new programs, new policies and procedures, and welcomes all forms of coaching to increase my knowledge and skill base.

Enthusiast, motivated, detail-oriented team player who believes that hard work, and diligence will lead to prosperity, career satisfaction, and overall company success.


Strayer University, Washington, DC.

•Graduated June 2010

•MBA in Management/Finance

•GPA 3.75.

Virginia Commonwealth University, Richmond, VA.

•Graduated December 2006

•BA in History


Super 8 Charlottesville, VA (December 21, 2018 – present)

General Manager

Wyndham management certificate. When I got to this property it was full of drugs and prostitution and had a 1.9 on trip advisor. Since being here I have cleaned the bad people out of this hotel, increased our trip advisor rating to a 2.7, and increased revenue upward of 25%

All aspects of managing hotel

oOversees 15 people, 5 front desk agents, 5 housekeepers, and 3 maintenance workers.

Answer trip adviser reviews

Revenue management using Ezlite PMS, Synxis PMS, Sabre hospitality website, Expedia, Travelocity, TripAdviser, and

All Wyndham programs including lead generation and sales

oHotel planner also used for presales

Laquinta-Charlottesville, VA (July 20, 2017-December 20, 2018)

Night Auditor/ Front Desk

oFront desk and audit position. all aspects of customer service. Run complete audit on a nightly basis.

oEnsure all numbers match

oIf outages find them and fix them.

J&J Enterprises (August 2016-present)

Business/financial analyst

oAccount reconciliation

oEfficiency projecting and implementation

oPayroll processing

oClerical and Administrative functions

Strategic Staffing S3- Richmond VA (January 2017-Feb 2017)

Contract position for Capital One

oAML Investigator

Responsibilities include investigating individuals for Laundering and Terrorist Threats

Use internet and all banking software to investigate where money is coming from

Ensure that capital is from legitimate sources

Investigate and decide if customer is moving funds illegally

oMake determination and give recommendations as to whether funds are legal

oEscalate any negative findings to FINCEN for financial crimes

UVA Community Credit Union (November 2014- August 2016)

Credit Card Specialist

Processed all aspects of credit/debit card disputes and fraud cases.

Accounting and balancing of daily credit card, debit card, and ATM transactions insuring that all banking regulations are followed.

oUse attention to detail and accuracy to ensure that all accounts balance, if not balanced all reports needs to be looked at and outage found.

Managed internal customer relations, external member relations and vendors by fielding questions, providing cohesive policy following solutions and providing coaching along the way.

Robert Half-Office Team (February 2014-November 2014) Temporary Agency

Assignment 1: UVA Community Credit Union.

Call Center Representative (March 2014-November 2014)

•Answer all member account inquires using many different software programs while maintaining superior customer service.

•Online Technical Support for new Q2 online banking system.

The Pathfinder Group Ltd. (January 2013-July 2013)

Project Coordinator

•Responsible for demonstrating, implementing, and customizing the WITS Wire Transfer System.

•Coordinate entire software customization and conversion project ensuring that all customer specifications and deadlines have been met.

•Train staff in branches, operations department, compliance department, and loan department using webinars and on-site training.

•Customer Support after implementation to ensure complete customer satisfaction.

•Worked on Dodd-Frank Conversion Project

Virginia National Bank (November 2010 – January 2013)

Operations Generalist

•Reconciled Operating accounts and some GL accounts daily, correspondent bank and IOLTA settlements on monthly basis, while ensuring that all reports are complete, correct, and meet all Bank and Federal regulations.

•Perform (back-up) research and provides information in response to subpoenas, confirmations, IRS audits, etc.

•Wrote Policy and Procedure Manual for Operations Department

•Processed and verified International and Domestic Wires.

•Exceptions, Charge backs, CTR and Monetary Instrument tracking and compliance

•Cash Management /ACH tasks: Perform company setup, track and process payments, and ensure compliance with NACHA regulations using FIS Online Banking Solutions BEB.

•Fraud Detection and Prevention: By learning Cash Management Customers ACH patterns and recognizing discrepancies quickly, I was able to stop the transactions and save the Bank from taking a $100,000 loss.

•Project Lead for Centralized Wire Department. All aspects of the project: vendor relations, creation of policy and procedure manual, and customer correspondences including: Pin Mailer, Wire Letter, and co-author of the Wire Agreement

•Created Vault Currency Tracker with Excel that is used for balancing and maintaining vault currency records within each office on a daily/monthly/yearly basis.

•Responsible for Inventory for entire Operations department

Bank of America (December 2006 – October 2010)

Teller - Louisa, VA (December 2006 –June 2006)

Sales and Service Specialist – Barracks Road, Charlottesville, VA (June 2006- October 2010)

Seller duties

•Received Award of Excellence twice.

•Open/close personal accounts (checking/savings/CD’s/IRA’s/Credit Cards)

•Customer Problem Solving/ Relationship Building and Deepening

•Maintain, Control, and Track Branch Inventory

•Prepare documents for compliance storage, ensure that Federal and Bank specified time frames are met and tracked

•Signature Card Champion: ensure that all accounts have proper ID documentation, proper documentation, complete signatures, and are in compliance with account opening policy and procedure.

•Create Schedule for 14 employees.

Teller Operations Manager duties

•Balance Vault, Order Currency including foreign currency, prepare collections items, document and prepare cash-out shipments, receive and verify cash-in shipments, and interact with Armored Truck Associates in a courteous professional manner.

•Perform Supervisor Overrides, assist tellers with all issues including teller training and compliance; emphasizing transaction accuracy by utilizing proof work spot checks, BCCR regulation quizzing, and 360 degree coaching focusing on building and deepening relationships by analyzing accounts and referring/suggesting products that will increase customer satisfaction

Teller duties

•Received Award of Excellence for superior customer service.

•Process transactions accurately (average of 250 transactions a day), and efficiently while maintaining professionalism and providing superior customer service.

Louisa County Schools (Jan 2002-Dec 2006)

Substitute Teacher

•On Call substitute teacher for all grade levels, and class types including Special Education classes.

Ace Rentals (April 1999-Dec 2000)

Account Manager/Assistant Manager

•Generated new business by selling merchandise (rent-to-own home furnishing)

•Input customer information, product information and terms into lease agreement, explain and close lease contracts.

•Generate Invoices, Process Payments, late fee assessments, and collections

•Inventory Control for all merchandise and office supplies

•Ensure that merchandise is clean, in proper working order, and merchandised correctly and effectively

•Ensure Customer Satisfaction by building and deepening relationships

•Load, unload, and deliver merchandise

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