Customer Service Manager
Resume:
Kathy Gregory
Birmingham, AL, 35215
*******.*****@*****.***
SUMMARY
Goal-oriented manager with over 15 years in the financial industry in
Customer Service Marketing and Compliance. Strong skills in human
resource, team development and excellent interpersonal skills in
communicating key data to employees. Strengths include solid
communication and problem-solving skills and adapting to change.
Building Employee Morale Strategic planning
Increasing Customer Satisfaction Staff Management and Development
Improving Employee Retention
PROFESSIONAL EXPERIENCE
Wells Fargo & Co, Birmingham, AL August 2010-2015
Loan Administration Manager
. Supervised the default Home Preservation Specialists that were
responsible for processing and reviewing loan documents in order to
assist them in bringing their loan to a current status
. Partnered with various people across lines of business including but
not limited to Foreclosure, Collection, and Customer Service to
enforce credit policy and procedures in an inbound /outbound call
center
. Directed the loan processing and enforcement of compliance within the
Consumer Lending Group to meet company and customer expectations
. Managed and enhance team quality by focusing on improvement
opportunities to increase scores
. Implemented a checklist to be used on every loan prior to submitting
to underwriting partners which decreased team's error rate and allowed
for numbers to be reconciled
RBC Bank, Birmingham, AL 2008-2009
Client Care Manager
. Directed daily operations of the banking center, which included
managing the teller line, ensuring compliance for the sales team and
marketing branch products and services.
. Involved in the hiring process, training new employees scheduling and
overseeing all other HR functions within the banking center
. Increased product awareness by having monthly meetings about different
products and services offered from the bank to increase sales
. Headed up marketing campaigns to increase sales
Woodforest Bank, Birmingham, AL 2007-2008
Retail Banker Manager
. Implemented marketing strategies and promotional events for opening of
new banking center.
. Used marketing techniques to acquire new business accounts and cross-
sell new services to strengthen and maintain customer relationships
. Key in helping to exceed sales goals each month
. Educated team members on products and services
. Responsible for scheduling to ensure adequate coverage during banking
center hours
TECHNICAL SKILLS
Microsoft Word, Excel, Outlook, Mainframe, Avaya, Totalview
EDUCATION / TRAINING
Bachelors of General Studies, Business Administration
Samford University, Birmingham AL
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