Customer Service Manager

Therese L. Prendergast

**** ********* **. 216-***-****

Twinsburg, Ohio 44087

acbsqt@r.postjobfree.com

SUMMARY:

I worked for a bank for nearly 28 years in a customer service role. I have knowledge of Microsoft

Word, Excel, Power point and Outlook. I worked with the public on a daily basis and have good phone

etiquette, am able to handle correspondence and make time management a priority. My position was

eliminated due to the bank downsizing branch staff.

Education:

Graduated from Kenston High School, Bainbridge Township in 1981

Work Experience:

Customer Service Manager – Fifth Third Bank

April 2002 – March 2013

• Direct and delegate the activities of the CSR staff to ensure professional, timely

and proficient customer service.

• Develop the CSR staff through training and coaching for premier delivery of

customer care.

• Promote good customer relations by consistently providing premier customer

satisfaction by building a rapport with the customer and responding and resolving

all customer issues.

• Participate in the selection and on-boarding of new employees and making sure

they are properly trained.

• Evaluate performance on a constant basis, providing counseling and guidance as

needed. Assist staff with completing promotion process.

• Annually prepare and give formal performance reviews in an honest and

impartial manner.

• Accountable for financial center staff meetings.

• Perform as a resource for staff, answering questions, finding solutions to

customer issues, and ensuring staff is up to date on all procedures and policy

changes.

• Perform daily operational duties, delegating assignments to staff and keep

everyone informed on any changes.

• Maintain a personal balancing record that is in line with bank policy, monitor

CSR balancing records on a monthly basis and research and correct any outages.

• Partner with the Retail Risk Management Team to keep current on all policy

changes.

• Demonstrate sound judgment in decision making.

• Established and maintain the staff schedule for the office.

• Consistently help the financial center meet or exceed monthly referral goals.

• Continuously increased knowledge and skills through on- line training and

classes offered.

New Account Representative – Fifth Third Bank

June 1990 – April 2002

• Opened accounts for new and current customers.

• Inputted Credit Card applications, Consumer Loans and handled loan signings.

• Handled customer maintenance on accounts.

• Recommended products based on customer needs.

• Helped Manager with balancing monthly Over/Short report, monthly balancing

of Cash Items and the monthly Financial Center Audit.

• Processed cash vault buys and sells and balancing of ATM.

Customer Service Representative – Fifth Third Bank

June 1985 – June 1990

• Assist in achieving continuity in the office.

• Practice confidentiality with every aspect of the job.

• Keep detailed and organized logs of all banking activity.

• Balanced cash drawer and search for any outages.

• Assisted Head Teller in researching teller outages and customer account

discrepancies.

Skills:

I have working knowledge of Microsoft Word, Excel, PowerPoint and Outlook. Have extensive

cash handling skills, customer service skills, problem solving, leadership skills, time management, and

communication skills. I also am a Notary Public.

Activities:

I help with fund raising activities for the Twinsburg High School softball team, by planning a

pancake breakfast for 250 people. I have also done volunteering with other bank employees at Stan

Hywett in Akron during the spring, summer and fall.

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