Customer Service Manager
Resume:
Sondai V. Pierce
Apt. *02
Tampa, FL 33615
(Cell) 206-***-****
**********@*****.***
EXPERIENCE:
November 2011 - Present
Grow Financial Federal Credit Union
Tampa, Florida
Relationship Specialist III
• Assisted members with transactions (deposits, withdrawals, transfers,
payments, etc)
• Performed audits of Cash Handlers, Vaults, and CDM's, as well as order and
ship cash and coin.
• Assisted members with opening of new and additional accounts, processing
fraud and dispute claims, and while servicing, look for additional ways to cross - sell
additional products.
• Widely recognized by peers and superiors as a Top Producer by surpassing
my assigned loan goals for the year (127% to goal) as well as credit card goals
(112% to goal)
• Developed new sources of business for my branch and Credit Union by
establishing relationships with 6 dealerships and 1 new SEG.
• Processed and decisioned Loan and Credit Card applications for New and
Existing members as well as Dealership customers.
August 2010 - Oct 2011
Wachovia/Wells Fargo Bank NA
Tampa, Florida
Personal Banker
• Assisted current customers with account questions and concerns, while
looking for solutions to help them either save money or time
• Performed teller and vault audits as well as handling cash and coin shipments.
• Consistently achieved bonus metrics in 4 of 6 quarters I was eligible.
• Processed loan and credit card applications for new and existing members.
• Opened accounts (Checking, savings, CD’s, IRA’s) for new and existing custo
mers.
January 2010 – May 2010
AppleOne/CitiCorp.
Buffalo, New York
Compliance Analyst
Monitored 1450 to 1600 electronic messages daily, which include instant messages,
Bloomberg messages, and email correspondences.
Identified sensitive information in approximately 5% of the electronic messages.
Assisted research analysts by reporting questionable disclosures via electronic means to
bolster the integrity of the Company’s intellectual property.
Ensured that the office was in compliance with operational security standards
Provided reach back support to research analysts for collation of electronic messages
April 2008 – July 2009
Bank of America
Seattle, Washington
Personal Banker/ Interim Asst. Manager
Acquisitioned $4,000,000 in new deposit accounts in 2008 and $2,100,000 in the first
two quarters of 2009.
Educated current clients about new products and services by examining and evaluating
the current products they utilized at the bank and offering additional products and
services that could better serve their needs.
Trained tellers’ methods to identity and refer potential clients who would benefit from
additional products or services.
Retained customers by addressing their concerns and being available to them during
transitions, and expanded the Bank’s portfolio be adding approximately 30 new
customers monthly.
Obtained small business clientele by personally soliciting new business clients within the
community.
June 2007 – April 2008
KeyBank
Seattle, Washington
Relationship Manager
Acquisitioned $55,000,000 in new deposit accounts in 2008 and loans in excess of
$10,000,000.
Provided product education to over 200 clients about new products and services by
examining and evaluating the current products they utilized at the bank and offering
additional products and services that could better serve their needs; and
Trained 10 bank associates’ methods to identity, attract and provide customer service to
potential clients who would benefit from new products
Retained customers by addressing their concerns and being available to them during
transitions, and expanded the Bank’s portfolio be adding approximately 30 new
customers monthly.
Obtained small business clients by personally soliciting new business within the
community
March 2006 – June 2007
KeyBank
Buffalo, New York
Telesales Representative
Communicated with clients to ensure their satisfaction with the Bank
Established rapport and customer service with clients that were not satisfied with their
banking experience
Provided customers with other options to assist their needs such as interest bank
accounts, joint banking accounts and cashier’s checks
EDUCATION:
AA Criminal Justice, Erie County Community College Williamsville, NY 1994
TRAINING:
• Registered NMLSR
• Notary in the State of Florida
• AID INC Certified
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