Customer Service Quality

Thomas A Sambor

**** ********* **. ***** ****, 441**-***-*** 1472 ********@*****.***

To gain a challenging and rewarding position where my leadership

Objective abilities will help to enhance production and ensure quality work to be

utilized to improve the organization.

Experience Record Services Operations Supervisor II

August 2013 To Present PNC Bank

Supervise staff of 11

Monitor each team member in time management, attendance,

performance and discipline.

Create reports for each team member’s performance.

Display and communicate a daily, monthly, and quarterly report that

exhibit the team’s performance.

Hire and fire team members based on the needs of the team.

Interview candidates for position.

Coach and develop team members based on their performance and

career goals.

Adhere to the department and company’s mission.

Institutional Investments AST Team Specialist

December 2009 to August 2013 PNC Bank

Mastered systems such as CSS, TRUST 3000, Onbase,

Siebel, AMTRUST, and SAS

Learned and helped with special projects such as the Onbase

Project, the W-8 Tax Project.

Involved in the implementation and learning and creation of

Standard Operation Procedures of the 60 day review process in

Seibel.

Account Reconciliation

Account Maintenance-includes learning coding of accounts in

AMTRUST

Complied to audit requests by retrieving statements from World

Class Statements and OM.

Learned to use I-Link and Webview

Learned how to process effectively and effectively in Siebel and

have learned the Siebel system and helped other AST members

and Administrative Officers use it to ensure better daily

processing

I have learned the SAS reporting method and use this for

Exceptions reporting, and ad-hoc reporting on a monthly basis

for the Relationship Managers to use for their benefit.

I have learned how to open new accounts

Trained Account Managers and other members of the AST team

on the Seibel workflow functions and OnBase system functions.

Foreign Exchange Operations Specialist

December 2006 to November 2009 National City Bank, Cleveland,

Ohio

Maintain service level agreements for customer requests to ensure

excellent customer satisfaction and the National City Brand were

achieved.

Participated in the implementation of the new Foreign Exchange

system.

Provide continuous efficient training to staff on the new Foreign

Exchange System so that production maintains the Service Level

Agreement established.

Prepare Mark To Market reports to customers monthly.

Attain a high Level of Customer Service to large corporate

customers.

Prepare Month End Journal entries for the Foreign Exchange

department to the Accounting Department.

Coordinate daily production procedures for the Foreign Exchange

Operations staff.

Global Wire Transfer Investigations Specialist

June 2003 to November 2006 National City Bank, Cleveland, Ohio

Maintain service level agreements for customer requests to ensure

excellent customer satisfaction and the National City Brand were

achieved.

Demonstrated efficient processing by individually closing 33% of

9,711 department cases within a 4.5 FTE team in the last year.

Promoted the Corporate Operations Fusion initiative by actively

leading and engaging in various projects and presentations, the

development of Standard Operating Procedures, panel discussions,

department tours, and preparing Quality Audits for the Quality and

Production Engineers.

Engaged in various cross-training duties such as educating

colleagues and customers in the Fusion Initiative.

Displayed detail orientation and research skills through the

reconcilement of Federal Reserve accounts and customer

statements.

Reconcilement of Customer statements.

Designed new ways to improve production such as facilitating the production

process and designing ways to work within the SLA criteria.

International Incoming and Investigations Payment Specialist

May 1997-June 2003 National City Bank, Cleveland, Ohio

Accurately processed incoming wires and maintained service level

agreements for customer requests to ensure excellent customer service

and that the National City Brand Promise was upheld.

Cross-trained various colleagues so that production would run more

efficiently.

Reconciled customer statements and internal accounts for processing.

Effectively transitioned to a new wire transfer system and department-

MTS and International consolidation.

Accounts Receivables Clerk

June 1996-May 1997 NPC Processing, Independence, Ohio

Maintained and processed payables for various clientele

Education Indiana Wesleyan University, Independence, Ohio

February 2004-June 2006

Cleveland State University

September 1994-May 1996

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