Customer Service Management

M a r ianne Robbins, CC M r ***********@*******.***

781-***-**** Medford, MA

Combine twenty seven years of Cash/Treasury Management product

management/development, business development, business analysis and customer service

i n a fast-paced, goal-oriented and customer-focused organization, achieving strategic and

revenue goals while providing quality-driven products and services.

Leverage technology aptitude and experience to continuously teach, learn and excel in

i nnovative and beneficial environments.

•

Business Development ACH

• New business sourcing/development • FED Wire

• Retention/cross sell management • Account Reconciliation

• Business Case Development • Positive Pay

• Direct, Matrix & Target Marketing • CHIPS/SWIFT

• Strategic and Tactical Planning • SWIFT

• Vendor Management

• Budget and Variance Mgmt

Deposit P roduct

• Facilitation and presentation

M anagement/Development

• Remote Deposit Capture

B usiness Analysis

• Retail Online Banking & Bill Pay

• Mergers/Acquisitions Integration

• Commercial Online Banking & Bill Pay

• Customer Implementations

• Image Wholesale/Retail Lockbox

• System Upgrades

• Time Deposits/Sweeps

• Version Upgrades

• Account Analysis

• Product Customizations

Payments P roduct

M anagement/Development

Experience

C ash M anagement Business Analyst/SME for Brookline Bancorp

July 2012 – October 2013

Objectives:

• Create test scripts and perform testing, ensuring system mapping and functionality is

validated through to end user

• Manage, document and report change control activity through Excel pivot tables and

scorecards

• Assist, validate and collaborate in the conversion of core DDA and Electronic Banking products

• Manage project plans, issue logs, action items, progress tracking scorecard across Cash

M anagement products

• Assist, validate and collaborate in the implementation and conversion of:

o R DC - manage customer implementation of new RDC platform, mitigate financial

r isk activities, provide status reporting and issue resolution

o Commercial Online Banking -

ACH – ensure parameter settings, create new and validate existing templates

Wire – ensure parameter settings, create new and validate existing repetitive

and semi rep templates

Business Bill Pay – manage the conversion of customer accounts/payments to

new Bill Pay platform, document post implementation issues and provide

resolution

o Lockbox – manage the conversion of customer boxes to new Lockbox platform and

p rovide t raining to internal and external users

• Mitigate conversion-related feature/functionality and process changes through knowledge

t ransfer sessions and customer communication

• Assist and provide direction to customers for pre and post conversion activities

Business/Treasury Analyst for Wachovia/Well Fa rgo Me rger

April 2010 – April 2012

P remier Ca re Team – ARP SME (subject matter expert) August 2010 – April 2012

Objectives:

• Address the unique servicing needs of “high touch” customers and provide an additional level of

Conversion-related support

• Mitigate numerous conversion-related feature/functionality and process changes within Paper

D isbursement Product set

• Design, implement and utilize database to t rack all pre-and post-conversion reach out

activities, provide level-3 support for conversion related servicing issues

Joint Customer Consolidation Team: A ugust 2010 – October 2010

Objectives:

• Ensure a continued well-executed customer experience post-conversion

• Ensure all TM customers are kept whole throughout the conversion process

• Consistent process and approach for our discussions with joint customers related to the

consolidation of DDA’s and Treasury Management services post-conversion

• Address gaps in the product consolidation process through workarounds, automation, or

a lternate solution

• Develop tools for team member use to expedite consolidation planning and execution

T reasury Management Client I mpacts Team : April 2010 – August 2010

Objectives:

• Attend weekly change control meetings to determine priorities and schedule further activities

• Manage, document and report change control activity through Excel pivot tables and scorecards

• Document, monitor and mitigate product enhancements, changes and upgrades impacting

converting TM customers.

• Work closely with Product Management, Marketing & Communications and Training Groups to

ensure clients are informed of pending conversion-related impacts and product upgrades.

V P Cash Management P roduct Mgmt and Business Dev e lopment

F i rst Southern Bank

M arch 2005 – September 2009

• Recruited by First Southern Bank to establish/start-up a Cash Management department

• Implemented business rules for AML/BSA requirements

• Established customer r isk assessment processes

• Implemented and managed Account Recon, Positive Pay and Lockbox products

• Enhanced corporate online banking product to include ACH and Wire t ransactions

• Participated in and sourced 80% of new business and customer retention sales calls within the small

business, non-profit and medical services segments

• Responsible for 70% of new business

• I ncreased bank balances by $100 M

• I mplemented “big bank” relationship management philosophy in “community bank” environment

• Created niche markets in Property Management and Health, providing image-based lockbox and

medical records imaging

• Managed multiple SAAS vendors to become leading edge, technology-based community bank

V P Cash Management and Retail P roduct Mgmt/Dev

B ank Atlantic

May 2004 – March 2005

• Managed the bank-wide retail online banking & bill pay platform

• Managed multiple vendor relationships in order to provide multiple quality-based Cash management

solution

• M anaged business-as-usual activities in support of 1,200 Commercial Florida-based users across

various platform technologies.

• Recommended, designed and participated in marketing campaigns utilizing various methods in

order to grow low cost deposits

• M anaged, led or participated in multiple development and enhancement projects.

• Active participant in WOW customer service philosophy extended to external and internal customers

• Developed and conducted customer support and Cash Management Sales/Support t raining.

V P Cash Management Electronic Payments

J P Morgan Chase

J uly 2000 – June 2002

• M anaged business-as-usual activities in support of 30,000 worldwide users across various platform

technologies.

• Managed, led or participated in multiple development and enhancement projects.

• A nalyzed unit cost, direct bank charges and customer t iming impacts of utilizing CHIPS over SWIFT

• Active participant in Core Capabilities Strategic Industry Direction initiatives.

• Developed and conducted customer support and help desk training.

• M anaged the notification, education and distribution of Client Product Guide for EURO currency

conversion.

AVP Cash M anagement P roduct M anager

C itizens Financial Group (formerly State Street Bank)

February 1994 – July 2000

• E xtensive consultative and business analyst role in the implementation, upgrading and conversion of

clients utilizing paper-based and electronic Cash Management Products.

• Advised clients and Sales in needs-based sales approach.

• Designed and implemented CD-Rom Product for disbursements.

• P roject manager for the RFP process, installation and customer migration of Image-based Wholesale

Lockbox System.

• P roject leader for quality improvement initiatives, including membership on the BAI Quality Forum.

• Developed and administered industry-focused t raining for Relationship Officers and Cash

M anagement support staff.

B usiness Analyst

B NY/Mellon (formerly Boston Safe Deposit & T rust)

M arch 1986 – February 1994

• M anaged Account Reconciliation Department of two supervisors and ten staff members.

• Monitored servicing and operation of 1200 DDA's and 100 account reconciliation accounts.

• I mplemented cost cutting efficiencies with emphasis on process f lows and quality measurement

u tilizing TQM methodology.

• Administered technical aspects of Disbursements and Wholesale and Retail Lockbox Services to

ensure timely, accurate and quality product delivery to clients.

• Quality client servicing through process management and statistical process control.

• L iaison between systems, sales/marketing and operations by participating in sales calls and

i nitiating service requests to improve enhance and develop client relationships.

• P roject leader instituting check fraud safeguards.

E ducation

N ew England College of F inance

AS, I nformation Systems GPA 3.8

American Productivity & Quality Center - S tatistical Process Control

CSC Partners - Systems Development Methodology

Rummler-Brache - P rocess Management Workshop

Abraham Y. Goldratt I nstitute - E xecutive Decision Making Workshop

Juran I nstitute - Teaching Quality Tools, Wilton, CT

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