Customer Service Manager

Matthew Schiavone

***** ******* ****, ******** *******, OH 44125 216-***-**** *.*.*********@*****.***

Education

B.A. in Journalism and Promotional Education, May 2008

Cleveland State University, Cleveland, Ohio

Related coursework: Communication in Organizations, Media Writing, Professional Writing, Urban Data Analysis, Conflict

Management, Principles of Public Relations. Minored in Urban Studies.

Experience

HOME SERVICE SPECIALIST/UNDERWRITER BANK OF AMERICA OCTOBER 2012-OCTOBER 2013

Key responsibilities included underwriting, assisting clients and making credit decisions on loans.

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Reviewed customer documentation concerning insurance premiums, taxes, income and other related materials for

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consistency and acceptability.

Resolved property title issues including processing and assessing subordination agreements, appraisals and ownership

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discrepancies.

SENIOR ACCOUNT MANAGER BANK OF AMERICA JULY 2008 – OCTOBER 2012

Duties include updating information, addressing concerns and making payment arrangements for clients.

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Conducted research to update customer information utilizing third party software and internet searches.

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Responsible for making settlement and payment plan decisions.

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GROCERY SUPERVISOR WHOLE FOODS MARKET APRIL 2007 – JULY 2008

Maintained store upkeep, addressed customer concerns, directed employees and placed orders.

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Developed and implemented a system to manage stock levels through better accountability practices.

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Responsible for product placement decisions and store layout planning.

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Received store's "Customer Service Team Member of the Month" award second month after hire.

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Skills & Abilities

DATA ANALYSIS

As a loan processor was responsible for producing and acting on reports as well as making approval decisions for mortgages.

Also reviewed files to prevent loan aging and ensure regulatory compliance.

MANAGEMENT

Routinely handled store during busiest hours, including evenings and holidays. Assigned duties to a crew of 3-8 people and

coordinated efforts with other managers. Other duties included resolving conflicts, working with outside vendors and creating

schedules.

COMMUNICATION

Experienced working in Windows, Apple and MS-DOS environments. Proficient with major software programs including

Microsoft Word, Access, Outlook, PowerPoint and Excel as well as Adobe Acrobat and Photoshop. Extensive experience using

third party software for a variety of applications. Participated in the “Communicator Task-force” at Bank of America, assisting

associates in making credit decisions.

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