Customer Service Management

Essence M. Russell

**** ****** **. *** *-*** muskegon, mi 49444

Phone: 231-***-**** **************@*****.***

OBJECTIVE

Seeking a Management position where I can utilize my leadership skills and enable me to grow within the organization.

Skills/Knowledge

Developing budgets, coaching, supervisions, staffing, Project Management, Treasury Management, Compliance Management, Management Proficiency, Process Improvement, tracking budget expenses, self -development, planning, performance management, strong verbal and written communication skills. Proficiency with Microsoft Word, Office, Excel, PowerPoint and Project. Experience with databases including but limited to; CRM, SPC, PMS, AS400, ADP, Lotus Note, Smart-sheet and Web- Based Recruiting Tools.

Education

Baker College, Muskegon, MI Masters in Business Administration Concentration in Leadership Studies, March 2015

Baker College, Muskegon, MI Bachelor of Administration in Business Management, Minor Project Management December 2010

Professional Experience

Treliant Risk Advisors-DALLAS,TX October 2013 – August 2014

Office Manager

Supervise over 65 employees

Provided administrative oversight of daily operations.

Accomplished human resources objectives by; recruiting, selecting, orienting, training assigning, scheduling, coaching and disciplining employees. Communicate job expectations, planning, monitoring, and reviewing job contributions. Plan and review compensation actions; enforcing policies, procedures, and compliance issues.

Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing actions plan; implementing production, productivity, quality, and customer-services standards; resolving problems; identifying trends; determining system improvements; implementing change.

Collaborated with Executives, Senior Management, Senior Director, Director, Finance Managers and Project Managers to plan business and technology initiatives budgets. Use formal and informal networks to accomplish program objectives.

Established and manage cost, schedules, and performance of large, highly complex projects. Fully accountable for complex/diverse projects with a high degree of business risk.

Responsible for overseeing multi-functional projects for major law firms including but limited to; Shearman & Sterling, Goodwin Procter, and Morgan Stanley.

Bank of America – DALLAS, TX January 2012 – July 2013

Business Control specialist

Audit residential loans ensuring compliance with appropriate company and secondary market investor standards

Performed in-depth review and analysis within each quality control audit assigned.

Audited loan documentation for accuracy and completeness while working with CRM and Underwriter and all production staff to secure all required documents.

Special projects include the Department Of Justice Global Settlement Program, and Servicing For Others, Held For Investments, Business Processing Group and Non GSE Programs.

Responsible for maintaining knowledge level regarding underwriting, process and regulatory changes, agency guidelines as they relate to quality control audit function.

Service 1 FCU-Muskegon, MI January 2011- October-2011

Customer relationship Manager

Responsible for on the job training.

Manage the general operations of the Banking Center.

Responsible for scheduling and attending daily meetings.

Lead overall referral performance of the teller team to achieve goal.

Ensure and promote personal ownership for the resolution of customer service issues.

Prescribed operational/compliance responsibilities to ensure the banking center is meeting required standards

Responsible for providing current compliance guidelines, new policy and procedures.

PNC Bank-Muskegon, MI June 2010 – January-2011

RELATIONSHIP BANKER

Managed customer portfolio, services relationships and cross-sells all products and services with high net worth clientele.

Provided broad base of financial and credit services with the goals of acquiring 100% of the customers' business.

Provided financial solutions that meet client needs such as deposit and credit and including all product and service lines.

Referred to other line of business partners for additional business growth opportunities. Partners include, but are not limited to: Financial Advisor, Mortgage, Trust, Wealth, Business Banking, Treasury Services, and Merchant Services.

Under immediate direction, provides exceptional customer service, involving receipt and payment of cash, while working in a high volume, sales environment.

Maintain and grow revenue through established and new clients and other financial (revenue) goals defined by the VP.

Accountable for the personal achievement of monthly new account production as assigned by upper management.

FLAGSTAR BANK-MUSKEGON, MI JULY 2005- OCTOBER 2009

BRANCH MANAGER

Pre-screened qualified candidates for open positions, conduct interviews, work hand-n-hand with Human Resources in their hiring process.

Provide direction and leadership to banking center employees with emphasis on extraordinary customer service, achieving sales goals and team work.

Responsible for successfully attracting qualified clients and opening over 80% of customers personal and business accounts.

Responsible for generating, maintaining, and servicing relationships with both consumer and small existing customers and prospects.

Ensured banking center is operating effectively with regard to audit and compliance standards.

Primary contact for problem resolution, customer service and sales.

Managed office including; banking office staffing, workflow and compliance guidelines.

Highly successful working in a team or independently.

Successfully completed banking center reports and audits, on a daily basis.

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