Customer Service Management

DOUGLAS MENSAH

*** **** ***** • Sicklerville NJ *8081 • *********@***.*** • 856-***-****

Objective: To secure a position with challenging responsibility, aligning myself for future

advancement and use the knowledge gained from projects and line management to make a

substantial contribution to the growth of the company.

PROFESSIONAL EXPERIENCE

TD Bank NA

Banking Specialist 2 Mt Laurel, NJ Apr/2014 –

Dec/2014

• Promoted strong and lasting Customer relationships through the Contact Center environment by

providing quality Customer service and sales in an efficient and highly professional manner.

• Provided exceptional Customer service by meeting all Customer demands as they relate to relatively

straightforward inquiries, with the support of more experienced personnel

• Deepen bank relationship by uncovering Client's needs through probing. Provide solid referrals to

business areas, such as business credit, mortgage lending, cross selling existing products.

Takes ownership of Customer concerns and resolve Customer issues at first point of contact

Morgan Stanley Wealth Management

Financial Advisor Associates Mt Laurel, NJ Dec/2012 - Jun/2013

• Gained acute knowledge of wealth management and trading of financial securities

• Assisted Financial advisors with daily trade request from clients.

• Prospected new clients to Financial Advisors.

• Analyzed economic trends and applied to analysis of individual client’s needs.

• Created an effective business plan tailored to specific targeted markets.

Bank of America

Compliance/Quality Review Newark, DE Mar/2003 - Dec/2012

• Identified trends that may need to be addressed for consumer card through stronger quality.

• Provided information to assist in the feedback of associates daily communications with customers on the

telephones.

• Presented proposed and final regulatory changes to Compliance staff and both internal and vendor

business lines.

• Documented quality issues and compliance measures for management review teams.

• Utilized knowledge of Federal and State regulations to maintain open accounts.

• Monitored, analyzed and evaluated both inbound and outbound communications with clients for

regulatory and compliance/guidelines.

• Project management.

• Presented business operational groups with assessments of account documentation and overall

appropriateness of associates action taken to assist clients.

• Independently managed team to adhere to specialized compliance task for business line.

• Analyzed complex laws and regulations and relate those laws to operational procedures.

• Support regulatory implementations.

A Senior Account Manager with experience in 4 business areas, managed to ensure that all associates are able

to perform their daily responsibilities.

Education and Training

Associates Degree in Marketing • Catharine Gibbs College Montclair, NJ Jul/2002

Lake Ginninderra College Canberra, Australia Feb/2000

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