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Customer Service Manager

Akron, Ohio, 44320, United States
October 24, 2016

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*** **** ******, *****, ** ***** ■ H: 330-***-**** ■ C: 330-***-**** ■

PROFESSIONAL SUMMARY Dedicated, highly motivated professional manager with strong communication skills, experienced in working in diverse settings, continually striving to exceed position expectations, a self-starter, and innovative leader with proven skills in establishing positive results, highly capable of identifying growth opportunities, initiating strong alliances with staff and solid ability to read and understand human behaviors and interactions, and encourage mutual trust, respect and cooperation among team members.


Integrated accounting systems Peachtree

Processing wage withholding orders Bookeeping

Payroll administration Financial reporting

Internal and external auditing Customer-oriented

High level of accuracy Strong customer relations

PROFESSIONAL EXPERIENCE White Hat Management, LLC – Akron, OH – Payroll Manager – 9/2009 to 10/2015

Managed payroll for forty-two (42) companies and 3,000+ personnel.

Teamed with human resources and developed a streamlined process for tracking paid time off.

Reconciled all accounts periodically to ensure accuracy.

Led payroll production for multistate organizations.

Developed and maintained internal control and processes for payroll.

Documented procedures identified areas to improve internal controls and gain additional efficiencies and implemented policy changes.

Maintained daily bookkeeping report.

Assisted with auditing and responding to company accountants.

Performed quality control for postings and accounting documents to ensure entry, mathematical accuracy and proper coding.

Implemented the following time management system:

-Ultimate Time Management

Implemented the following payroll systems:


White Hat Management, LLC – Akron, OH – Business Manager – 8/1999 to 9/2009

Planned and prepared all financial reports and staff data for Department of Education audits.

Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliations.

Compiled financial reports pertaining to cash receipts, expenditures and profit and loss.

Reviewed collection reports to determine the status of collections and the amount of outstanding balances.

Experienced with TRECA payroll system.

Implemented the following payroll system:


Preston National Bank – Dallas, TX – Assistant Cashier – 6/1995 to 5/1999

Reduced the annual department turnover rate from 0% to 15% through implementing cross training programs that would lead to advancement.

Improved customer satisfaction through increased attention to call-backs and reduced response time concerning request for information.

Championed the need for Automated Customer Lines to senior executives, successfully establishing the need. Service was implemented 10/97.

Secured 50 new corporate accounts by marketing the Valley View Mall depository facility. Results included increasing the daily average collected balances by $350,000. Hibernia National Bank – Dallas, TX – Branch Manager – 5/1993 to 6/1995

Oversee the daily operations of a high volume commercial bank with a combined deposit and customer loan base of $22 millions.

Supervised sales personnel, training them in cross-selling techniques and product knowledge.

Evaluated loan requests, financial statements, and credit reports.

Ensured customer service activities conformed to company standards.

Approved all hiring, training and terminations.

Ensured discipline for tardiness, absenteeism, and recommended salary adjustments and promotion.

Exceeded sales quotas for demand deposit accounts. Hibernia National Bank – Dallas, TX – Operation Specialist – 10/1991 to 5/1993

Supervised a staff of nine including receptionist, teller line and new accounts representatives with a $100,000 limit on check approval and $500,000 authorization for loans.

Successfully guided the branch through annual audit, attaining a 100% compliance rating.

Reduced teller line turnover through motivation and communication skills. Hibernia National Bank – Dallas, TX – Customer Service Rep. – 12/1990 to 10/1991

Responsible for correctly establishing new accounts, including background checks of address, employment and collaboration with Checktronic.

First year audit revealed no losses for accounts generated. Hibernia National Bank – Dallas, TX – Teller Supervisor – 6/1990 to 12/1990

Supervised and trained tellers in daily cash handling operations and procedures.

Handled all money purchased from Federal Reserve, with a special emphasis on creating high dollar cash drawers for nightclubs and entertainment facilities.

COMPUTER SKILLS MS Office Products * Basic knowledge of computer hardware and software * Basic knowledge of all office equipment

EDUCATION Northeast Louisiana University – Monroe, LA


*References available upon request

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