Manager Customer Service

Priscilla A. Hill

**** ****** ****** *******, ** 38114 *********.*****@*****.*** 901-***-****

Qualifications: Proficient professional with experience servicing diverse populations within the accounting arena. Skill set: Social Perceptiveness, Financial Accounting, Compliance, Reconciliation, Learning Strategies, Monitoring, Critical Thinking, Active Listening, Professional Writing, Ability to multi-task and prioritize, Quality Assurance, Database and File Management, Data Entry, Ability to effectively work in a fast-paced environment, Customer Service, Resource Development, Communication Skills, Negotiation and Conflict Resolution, Time Management, Active Learning, Complex Problem Solving and Coordination, Proficient in Microsoft Word, Excel, PowerPoint. Education:

Shelby State Community College, Memphis, TN A.S. Accounting 2013-2013 Victory University, Memphis, TN Certificate Winona High School, Winona, MS Diploma

Employment:

Tri-State Bank, Memphis, TN June 2001-Present

Deposit Operations Specialist

Perform a variety of ACH responsibilities; including origination, balancing, and verification; Complete Wire Transfer processing functions; including initiation, documentation, verification, and balancing; Perform exception item processing, which includes; overdrafts, unposted items, stop payments, returns, cash letter adjustments, charge backs, etc; Reconcile various general ledger and deposit accounts and post corresponding entries as necessary; Provide deposit operational services, such as; telephone transfers, stop payments, automatic funds transfers, sweeps, account reconciliation, and account research; Create image replacement documents then research and charge back checks to appropriate accounts; DDA non-posted items using online database; Assist in ATM/Debit Card processing by ordering cards, performing cardholder maintenance, responding to fraud alerts, researching and verifying account activity.

Tri-State Bank, Memphis, TN January 1999-June 2001 Information Systems Analyst

Sorted and posted checks; Printed all bank reports for internal use; Technical support internal users; Determined operational objectives by studying business functions, gathering information and evaluating output requirements and formats; Drives design of new computer programs by analyzing requirements, constructing workflow charts and diagrams, studying system capabilities and writing specifications; Improves systems by studying current practices and designing modifications; Recommended controls by identifying problems and writing improved procedures; Assisted in project management; Monitored project progress by tracking activity, resolving problems, publishing bank progress reports for internal use and recommended actions; Maintained system protocols by writing and updating procedures; Maintained user confidence and protected operations by keeping information confidential; Prepared technical reports by collecting, analyzing, and summarizing information and trends; Worked with internal teams to obtain an in-depth understanding of the product and documentation requirements; Created easy-to-understand user interface text, online help and developer guides, and creates tutorials to help end-users use a variety of applications; Maintained professional and technical knowledge by attending educational workshops; Other duties as apparent or assigned.

Union Planters National Bank, Memphis, TN February 1998-January 1999 Balance Control Supervisor

Oversaw over 25 employees; Directed the reconciliation of out of balance transactions from proof operations; Conducted interviews, hired employees, employees performance reviews; Met tight deadlines for proof operations; Maintained a documented system of accounting policies and procedures; Managed outsourced functions; Oversaw the operations of the accounting department; Oversaw the accounting operations of subsidiary corporations, especially their control systems, transaction-processing operations, and policies and procedures; Ensure that accounts payable are paid in a timely manner; Ensure that accounts receivable are collected promptly; Process payroll in a timely manner; Ensure that periodic bank reconciliations are completed; Ensure that required debt payments are made on a timely basis; Maintain the chart of accounts; Maintain an orderly accounting filing system; Maintain a system of controls over accounting transactions; Issue timely and complete financial statements; Coordinated the preparation of the corporate annual report; Recommend benchmarks against which to measure the performance of bank operations; Calculated and issued financial and operating metrics; Managed the production of the annual budget and forecasts; Calculate variances from the budget and report significant issues to management; Provide for a system of management cost reports; Provided financial analyses as needed, in particular for capital investments, pricing decisions, and contract negotiations; Coordinate the provision of information to external auditors for the annual audit; Monitored debt levels and compliance with debt covenants; Comply with local, state, and federal government reporting requirements and tax filings

Tri-State Bank, Memphis, TN March 1996-February 1998 Assistant Branch Manager

Supervised all branch operations in the absence of or as directed by the branch manager; Delivered excellence in customer service, education, guidance and respect to all Tri-State Bank customers and co-workers; Thoroughly understood, embraced and exhibited Tri-State Bank Values and served as an example to others in actions and words.; Strived to achieve individual sales goals as well as coach branch staff to same end.; Promoted friendly relations with retail and business customers to sell banks full range of banking products and services; Participated in new business development activities; Participated in the selection of personnel and assists in their training and development; Assisted manager with employee evaluations; Conferred and participated with the branch manager in resolving routine personnel issues; Scheduled work assignments to ensure efficient functioning of branch; Handled customer inquiries and resolves customer complaints; Accepted loan applications and prepares credit file for loan officer’s review; Performed projects and administrative duties for manager as assigned; Adhered to established policies, procedures and federal regulations; Performed other tasks requested by supervisor/manager as they relate to the bank and its functions; Attended and participated in meetings effectively relaying information to branch staff ensuring topics covered are understood and any updates implemented; Managed a team of fourteen employees; Verified accuracy of work produced by staff; Insured completion of tasks to meet deadlines; Insured compliance of all bank policies; Satisfied customer complaints