Customer Service Manager
Resume:
Mona Lisa Knox
Investments Connect Consultant
****.********@*******.***
Professional Profile
2016
USBancorp, NA Cincinnati Ohio
Investments Connect, Client Customer Service
Research and resolve client issues concerning investment accounts
Update account information
Cross Sell other investment services and products
2000-2016
USBank, NA Cincinnati Ohio
Operations Analyst, Trainer
Research and resolve branch operations and customer-oriented banking issues.
Develop and implement creative solutions to expedite problem resolution.
Train new hires for the Retail Support phone analyst position.
Create training modules and testing materials for training of new hires.
Highlights:
Developed original training manual for new hires into the Retail Support area.
Trained over 74 new hires for phone analyst position in Retail Support.
Monitored and evaluated incoming calls for phone analysts for quality assurance.
Received 2 nominations for Circle of Excellence.
Received several Employee of the Month awards.
Assistant Branch Manager, Blue Ash Ohio
Manage Teller and Platform staff in lieu of Branch Manager.
Monitored and managed daily operations of the Blue Ash branch.
Cross-sell banking services and products to diverse clientele.
Utilized Series 6 license and Ohio Insurance license to offer mutual funds to clients.
1997-2000
PNC Bank, Cincinnati Ohio
Branch Manager, Tri-County branch
• Directed daily operations, branch sales and business client development.
• Managed a staff of 10 platform representatives and tellers.
• Utilized Series 6 and 63 Ohio Insurance license to sell mutual funds investment clients.
• Branch nominated for highest sales and customer services rating in Cincinnati region.
Education
1986-1990
BS, Finance
Wilberforce University, Xenia, Ohio
Professional Development
AIB Microsoft and Excel courses
AIB Effective Training Workshop
AIB Leadership Development & Practices
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