Customer Service Project Manager

John Edward Kelly, MBA

**** ******* ***. #***., *******, NC 27607

Cell phone: 919-***-****; e-mail: ***********@*****.***

SKILL SUMMARY

Over 18 years financial industry experience in lending, project management, credit, financial and risk analysis, compliance, customer service and operations, including supervisory roles

Proficient in cash flow and financial statement analysis; security and portfolio valuation and risk analysis; GAAP, cost accounting, accounts receivable and accounts payable; international currency management; budgeting, forecasting, EVA/EP drivers

Seasoned, decorated veteran with combat operations experience, including direct fire engagements and numerous commendations for excellence in leadership and skill proficiency

Experienced with customer service procedures, including conflict and problem resolution, advanced negotiation techniques and excellent service delivery

Skilled with credit and risk analysis, credit scoring, financial and credit reporting and analysis

Highly proficient with MS Windows Office Suite, MS Project, Salesforce, Jack Henry and other numerous loan management and customer service software systems; iOS operating system

EMPLOYMENT EXPERIENCE

Starbucks: Raleigh, NC

Barista, November, 2015-September, 2016

Provided premier customer service for guests with food and beverage service

Helped train new partners with customer service and barista skill sets

NC Division of Veterans Affairs: Raleigh, NC

Veterans Service Officer/Project Manager, October, 2014-December, 2014

Established multi-line call resource center for veterans services

Provided resource assistance to veterans for employment, benefits, healthcare and education

Developed procedures for call logs, call flow, volume management and scheduling

Xerox/ACS Corporation: Raleigh, NC

Technical Advisor, Apple iOS Products, February, 2014-September, 2014

Troubleshot iOS device and iTunes account issues for Apple customers in multi-line call center

Received numerous 100% customer satisfactory surveys, consistently ranked in to 15% of advisors

Mentored new associates with call techniques and problem resolution procedures

BB&T Bank: Raleigh, NC

Assistant Vice President, Operations/Financial Analyst, January, 2012-December, 2012

Serviced daily operations and problem resolution for five prepaid debit card products

Served as project manager for development of multiple new prepaid debit card products

Coordinated and aligned project goals and progress for multiple business units, including IT, online/mobile banking, compliance, marketing and customer service

Developed and implemented seven new prepaid debit card features/product enhancements

Federal Deposit Insurance Corporation (FDIC): Raleigh, NC

Loan Review Specialist, September, 2008-August, 2011

Assessed credit portfolios of financial institutions with total assets up to $20 billion and presented written and oral evaluations for senior management

Reviewed and classified multi-million commercial loans up to $20MM, including collateral valuation, credit risk, and borrower financial statement analysis to include asset quality and cash flows

Analyzed cash flows and asset quality to forecast financial validity of credits and enterprise risk

Created and submitted to bank management numerous loan write-ups detailing specific credit attributes, technical exceptions and classification

Trained in dynamics for multiple industries, including CRE, C&I, medical, and agriculture

Loans examined include participations, CRE, construction, rental RE, venture capital, TDRs and impaired loans

RBC Bank: Rocky Mount, NC

Credit Risk Manager; August, 2005-March, 2007

Project Manager, April, 2005-August, 2005

Lending Support Team Leader; November, 2002-September, 2003

Analyzed and underwrote credit requests for vehicle, mobile home, personal property, unsecured and real-estate secured loans up to $350,000

Spearheaded development of revised AML and BSA compliance strategy as project manager, including milestone progress updating, multi-BU and outside vendor effort coordination

Supervised and mentored team of 11 loan policy customer service representatives, increasing call quality rating from 86% to 94%, while cross-training all members in retail and commercial lending

Applied Card Systems/Cross Country Bank: Boca Raton, FL

Inbound Collections Manager; November, 2001-August, 2002

Credit Approval Department Manager; August-December, 2000

Correspondence Department Manager; June-August, 2000

Supervised 7 teams of collection associates simultaneously, with 7 direct and 92 indirect reports

Created new departmental programs for overtime tracking, daily production reports, shift handover procedures, advanced negotiation training, leadership & associate career development

Transferred full credit application processing operations to site in two weeks, including site preparation, IT coordination, personnel, training, and policy establishment

Improved correspondence response and work case resolution from 5 days to 48 hours

Washington Mutual Bank: Seattle, WA/West Palm Beach, FL

Consumer Lending Policy & Procedure Specialist; September, 1997-February, 2000

Loan Servicing/Customer Service Specialist; September, 1995-September, 1997

Provided premier customer service to internal and outside clients with variety of lending, deposit account and compliance issues

Mentored and trained loan originators and branch managers in seven states with lending policies and procedures, including Federal regulation compliance

Guided loan originators through loan process from application to closing, including booking

Army National Guard: Milton-Freewater, OR/Canton, GA/Fayetteville, NC/Durham, NC

Captain/Assistant Operations Officer; October, 2005-March, 2012

1st Lieutenant/Company Executive Officer; October, 2002-October, 2005

2d Lieutenant/Tank Platoon Leader; July, 1998-October, 2002

Sergeant/Tank Crewman; May, 1991-July, 1998

Planned, developed and supervised training and operations for battalion of 820 soldiers in combat theater, including command center operations for 632 square mile area and 550 combat missions

Led soldiers in combat theater operations in Bosnia-Herzegovina (2001) and Iraq (2004, 2009)

Supervised maintenance, use and accountability of 143 vehicles and equipment valued over $50 million

Served as investigating officer for several serious incident and property loss investigations totaling over $250,000

EDUCATION:

Masters of Business Administration, Finance emphasis: Strayer University, 2008; 3.93 GPA

Bachelor of Arts, English; Bachelor of Arts, History: Washington State University, 1994

Contact this candidate