Customer Service Management

Scott H. Evans

** ******* **** ****** ****** New York 10309

Home: 347-***-**** Cell: 917-***-****

Email: *************@*****.***

PROFESSIONAL EXPERIENCE:

Respected Banking Executive with 37 years of experience at Citigroup,

including 35 years of management responsibilities in Customer Service,

Operations, Account Management, and Electronic Banking.

AREAS OF EXPERTISE:

Recognized for strong customer service skills and improving and developing

key quality initiatives

Experienced in strategic planning, forecasting, audits, risks and controls

and budgeting

Extensive International experience, having traveled overseas to over 30

countries globally

Successful in organizational design and building high performance teams

Strong verbal and written communication skills

Recognized for training and motivating staff

Successfully mentored and coached employees of Citigroup

Exceptional record of success managing turnaround situations

Expert on United States Clearing Systems, New York Clearing House, Federal

Reserve System and ACH Payments

Subject matter expert on S.W.I.F.T. Check Clearing, Letters of Credit,

OFAC, Sanctions and Anti Money Laundering

Knowledgeable on regulatory environment such as Dodd-Frank, SEPA and Cash

Management expertise

Highly proficient in the management of diverse regional teams, executing

automated systems/processes and operational excellence initiatives,

enhancing performance, improving quality, reducing costs & generating

increased client satisfaction

DIRECTOR, GLOBAL TRANSACTION SERVICES & CLIENT DELIVERY:

December 2010 - August 2014

Provided operational leadership for the integration, training and technical

support of our Electronic Banking platforms across the North America region

Budget and management responsibility of 40 staff members

Annual savings of 10% from a $8MM budget in with increasing client volumes

and complexities

Developed an online data visualization tool for the Client Service business

to identify common trends, eliminate business inefficiencies and increase

client reporting accuracy

Provided sales support which contributed to $3 million of new business

revenues

Managed the evolution of online banking for supporting Citibank Corporate,

Financial Institutions & Brokerage Clients

Partnered with Product Management organization to introduce mobile banking

to the marketplace

Supported the transition to file based payment processing and bulk payments

DIRECTOR, NORTH AMERICA CLIENT TECHNOLOGY SERVICES:

October 2008 - November 2010

Designed, implemented and managed a state of the art team within the North

America Client Delivery business

Responsible for all Technical services for our Trade and Treasury Solutions

client base

Consolidated multiple teams across the NA region into a streamlined

organization to implement and service the technical needs of our clients by

increasing both internal and external client satisfaction

Implemented a "Technical Consultancy" function to improve client

efficiencies to match their existing business requirements and incorporate

planning for their future needs

Implemented a consistent methodology and efficiency measurement to deliver

an average saving of 22% for our clients daily processing activities

SENIOR VICE PRESIDENT, ELECTRONIC BANKING SERVICE CENTER:

May 2001 - November 2008

Managed NA Electronic Banking Service Center Technical Help Desk for

Corporate and FI customers

Responsible for monitoring and escalating for key online banking

applications 365 days per year

Responsible for Operational Readiness for new EB related activities such as

CitiFile Services

Administrative responsibilities included 74 FTE, 7 directs and an $8

million direct expense budget

Successfully migrated several key areas of EB to low cost locations, while

maintaining customer satisfaction

VICE PRESIDENT, EMERGING MARKETS FINANCIAL INSTITUTIONS:

September 1991 - April 2001

Responsible for Emerging Markets Customer Service and Investigations for

Financial Institutions Customers located in Central and Eastern Europe,

Middle East, Africa, South Asia and Latin America

Managed a team of 85 Customer Service Representatives, with an expense

budget of $10 million dollars

Traveled extensively overseas, client calling, cross selling FI products

and conducting Cash and Trade client seminars to educate FI customers

Key member in opening up Center of Excellence in India and migrating 45

positions successfully to the COE, reducing expenses by $3 million dollars

ASSISTANT VICE PRESIDENT, EUROPEAN SERVICES MANAGEMENT CENTER:

January 1987 - August 1991

Responsible for overall management and coordination of customer service

operations for Financial Institutions in Western and Southern Europe and

their U.S. Branches with a client base of 700+

Successfully managed a 15% reduction in team of 40 customer service

representatives, while improving service level standards, with increasing

transactional volumes

Developed and implemented operational policies and procedures to maximize

efficiency and customer satisfaction, which resulted in a 20% decrease in

pending investigations

Analyzed and resolved client related inquiries regarding funds transfers,

interbank compensation, check processing

Improved the resolution time of customer service investigations from 5.5

days to 3.2 days

MANAGER, CUSTOMER SERVICES for FINANCIAL INSTITUTIONS:

April 1981 - December 1986

Responsible for ongoing account management and new business development for

over 25 banks, generating in excess of $8 MM in revenue annually

Responsible to sell our Cash Management products such as Worldlink, Funds

Transfers, Cash Letters and Bankers Acceptances to Israeli Banks to fund

their Trade Activity

Developed and implemented account strategies which increased revenue by 15%

Organized industry focused seminars and roundtables, resulting in improved

customer retention, increased revenue

Coordinated work flow, assisting in day to day management of Service Center

Approved financial adjustments & Authenticated messages

Money Transfer investigations and cash letter investigations

OPERATIONS OFFICER for CONSUMER BANK RETAIL OPERATION:

April 1977 - March 1981

EDUCATION and CERTIFICATES:

New York University

Stern Business School Bachelor of Science, Management & Marketing

Graduate School of Public Administration Financial Management/Public Sector

CFP- Certified Financial Planner Courses

Baruch College, City University of New York - Fundamentals of Personal

Planning, Insurance and Employee benefit,

Investment Planning, Income Tax Planning, Planning for

Retirement, Estate Planning

AWARDS:

Governor's Citation for Scholastic Achievement

New York States Regents Scholarship

Rotary Club Achievement Award for Community Service

COMMUNITY ACTIVITIES:

Operation Hope, teaching middle school children financial literacy.

Junior Achievement volunteer

Citibank Global Community Days

Volunteer for mentally retarded group home

Meals on Wheels

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