Customer Service Project Manager

Antione T. Martin

[pic]

**** ******* ***** *********, ** 28213 336 - 624 - 2868

*******.******@*****.***

Career Summary:

Accomplished and highly motivated United States Air Force veteran with

expertise in leadership roles, specializing in transportation, project

management, and banking. Possess strong interpersonal skills with ability

to establish rapport at all levels. Organized and disciplined, with

ability to multitask, prioritize, and achieve organizational objectives and

deadlines in diverse and challenging environments.

- Areas of Expertise -

Leadership Training & Development Transportation Logistics

Customer Service Information Technology

Project Coordination and Management Finance Business Analysis

Banking Operations Strategic Analysis

Professional Experience:

Program Coordinator December 2012-

Present

Modis/Wells Fargo

Charlotte, NC

. Develop program procedures and operating guidelines

. Assist with program planning, documentation, status reporting,

actions items, change controls, issues and risks

. Create and maintain program-related reference documentation

(i.e. templates, contact lists, distribution lists,

organizational charts etc)

. Prepare, coordinate, and document meetings (agendas, minutes,

action items, etc.) including ad hoc meetings

. Follow up with project managers to ensure deadlines are met

. Assist program/project manager with communications to various

teams and vendors

. Responsible for the management SharePoint sites, but not limited

to:

o Facilitating and documenting business requirements on

assigned projects

o Maintain documents on SharePoint according to Enterprise

SharePoint guidance

o Manage the site content

o Grant user access

o Prepare ad hoc reports

Air Transportation Journeyman

April 2009-

Present

United States Air Force Reserve

Charleston, SC

. Expertly conduct: cargo processing, aircraft loading/unloading,

joint inspection, mobility functions, engine running on-

loads/off-loads and home-station and deployed air terminal

operations center, airlift control element, transportation

control unit, and air departure arrival control group

operations.

. Highly skilled in logistics, provide exemplary passenger

services ensuring passengers and cargo are secured on aircraft

and no delay in aircraft departure.

Project Coordinator

February

2010-August 2011

Wells Fargo Bank

Charlotte, NC

. Demonstrated expertise as leader for diversified financial

services company in planning project meetings, tasks, and duties

for merger project team members for Wachovia/Wells Fargo

International business system integration.

. Successfully liaised with all stakeholders to define and

document operational process requirements, and provide system

requirements to technology team.

. Instrumental in defining communication structure between front

office, operations, and technology.

. Executed test scripts for User Acceptance Testing, performed

User Acceptance Testing (UAT), and logged defects to Quality

Center.

. Expertly led training team for vendor applications across Wells

Fargo International footprint, and coordinated training for in-

house applications.

. Meticulously maintained all information for project timelines,

task lists, and updates to overall project plan.

. Proficient in business collaboration software SharePoint

efficiently documented and published project meeting notes and

plans.

Project Coordinator/Business Analyst

September 2007-April

2008

Garrison Enterprises

Charlotte, NC

. Successfully executed information gathering for implementation

of health department software systems.

. Recognized as client contact and liaison to technology by

maintaining project schedules, resource performance, and

facilitating weekly meetings.

. Proactively managed projects by demonstrating ability to

recognize client expectation, navigated across lines of

business, and actively troubleshot or prevented problems.

. Skillfully performed system testing and provided client

training.

1998-2007

Treasury Service Coordinator

December 2005-

August 2007

Wachovia Bank NA

Charlotte, NC / Winston-

Salem, NC

. Effectively collaborated with customer, planning and

implementing bank to bank conversions or new service requests.

. Promptly and efficiently provided regular updates to customer

and internal team members regarding scheduling and changes.

. Hands-on troubleshooter, researched, analyzed, and evaluated

complex customer solutions.

. Actively participated in customer calling effort with Sales to

provide technical expertise.

. Diligently validated customer specifications, and maintained

accuracy of all documentation.

. Cultivated relationships, and coordinated with appropriate

internal business partners.

. Embraced all available tools to manage implementation

progressions.

Capital Markets Analyst

November 2000-

December 2005

. Efficiently tracked and confirmed Foreign Exchange (FX)

transactions with corporate and internal customers, ensuring

accurate daily rates.

. Promptly administered funding of Nostro accounts for

international payments from Wachovia's online application,

providing daily reports of trader's position on foreign checks.

. Effectively assisted in monitoring bank risk on currency

contracts.

. Investigated and reconciled open items on overseas Nostro

accounts.

. Opened cases and followed up with correspondent banks, bringing

resolutions.

. Proficiently tracked funds expected from overseas vendors, and

oversaw accounts associated with London Branch of Wachovia FX.

. Meticulously calculated interest or compensation owed, and

pursued payment.

. Expertly trained and mentored new employees in all aspects of

account transactions and customer service.

. Recognized and selected to serve as manager in managers'

absence, and supervised daily workload.

. Skilled liaison between representatives of corporate customers,

financial institutions, corporate account officers or branch

personnel, and corresponding foreign exchange marketer.

Operations, Training/Supervision

January 1998-November

2000

. Expertly led group of temporary employees, including:

conducting time studies, tracking inventory, monitoring and

distributing work assignment, analyzing volume of daily work,

and assisting in troubleshooting processes.

. Successfully delegated daily assignments to each loan processor.

Education:

MA Transportation and Logistics Management (Candidate June 2014)

American Military University, Charles Town, WV

Associate of Applied Science, Transportation

Community College of the Air Force, Maxwell AFB, AL

Bachelor of Science, Business Administration

Gardner - Webb University, Boiling Springs, NC

Technology Skills:

Proficient in: Microsoft Excel, Word, PowerPoint, Outlook, Share Point,

Quality Center, OPICS, SWIFT, IntelliMatch, Calypso, Fenics, and Swift

Alliance

Contact this candidate