MICHELLE K. FELSHEIM

*** ** **** ****** § Plantation, FL 33317 § 954-***-**** § aczhfe@r.postjobfree.com

Summary of Qualifications

Resourceful, polished, and high energy Senior-Executive Assistant with diverse experience and proven record of accomplishment and leadership in corporate banking environments providing senior-level management support. Creative and resourceful thinker contributing to team efforts and performing well under pressure. Exhibit a positive attitude and flexible to changing conditions within demanding, high volume, deadline-driven offices. Strong business acumen and a practical sense of what works in complex business environments. Other strengths encompass:

Client Relationship Management (CRM) Research and Analysis Client Service Delivery

Problem Identification and Resolution Time Management/Organizational Skills Multi-Tasking

Staff Leadership and Development Project Management Change Management

Trustworthy and confident team player, recognized for meticulous approach to work, dedication and commitment to excellence. Key liaison between executives, employees and clientele able to interact with stakeholders at all levels. Professional appearance and demeanor with strong customer service delivery skills. Self-directed and detail-oriented with a history of sustaining quality when quantity increases. A loyal and dedicated performance-oriented individual who goes well above and beyond requirements and expectations. Dedicated individual with an outstanding work ethic and personal integrity and adherence to the highest professional ethics.

Professional Experience

RBC Bank – Fort Lauderdale, FL 2010 - Present

n Executive Assistant (2012-present)

Provide direct administrative support to the Vice President, and the CEO. Coordinate team workflow, market support, coordinating sales framework, report development (creating spreadsheets on excel for tracking sales and business activities) as well as expense management and travel arrangements. Coordination of sales meetings and all special projects.

Office Management:

Assess needs for supplies, maintenance, and equipment. Serve as the point person for any technical issues. Process mail, purchase supplies, assist with shipping, compile marketing collateral and any other office related issues.

Research and execute complex executive domestic and international travel and logistical arrangements including car services, hotel and flight reservations, entertainment, dining, excursions, travel plans/agenda, etc. for executives.

Track all expenses by region for SRMs, Sales Advisors and Head of Sales for budget needs or analysis.

Develop and sustain strategic alliances with technological companies, office supply distributors, shipping companies and other required distributors for the purpose of adequate and smart business spending.

Sales Coordination, Reports, and Supports Sales Manager:

Develop and create extensive spreadsheets to analyze data. Compile and review reports including Upsell Call Results, Mortgage Pipeline, BDO Activity Pipeline, and Budget Tracking for US and Canadian Events per region and SRM.

Ensure team productivity through focused sales management (in collaboration with sales manager) and sales process activities.

Market Coordination:

Manage priorities and deadlines and ensure all are met including those required of the Sales Manager and team.

Provide event planning and logistical planning support for seminars, Client Advice Events and corporately sponsored events.

Oversee budgeting for expense reporting infrastructure for Canadian and US events.

Follow-up on all invoicing and payments act as liaison with accounts payable to ensure payment is prompt.

Prepare event flyers, and electronic invitations to all Client Advice Events in Canada and the US including RBC sponsored golf tournament fundraisers, hockey events, etc.

n Executive Assistant to the Regional Manager of Retail Banking (2010-2012)

Provided direct senior management support to the Regional Manager including planning and coordinating regional workflow, maintaining calendar and schedules, client relations, drafting correspondence, report development, making travel arrangements, sales support, coordinating sales meetings and one-on-one sessions, presentation and proposal preparation, special projects, and tracking expenses. Managed a staff of three including conducting performance reviews and evaluations.

Proactively identified Regional Manager’s needs and took ownership of customer issues requiring resolution.

Compiled and reviewed all reports. Developed several spreadsheets to analyze data to ensure the sales and service standards were met and exceeded to achieve optimal performance within the region.

Planned involvement of team members in community activities and coordinated corporate sponsorships.

Reinforced the importance of client best interests to team members to ensure the highest levels of customer service delivery.

As first point of contact for Regional Manager, ensured all incoming emails, telephone calls, written correspondence, and visitor inquiries were handled in a timely and professional manner. (Cont. P2)

Résumé of Michelle K. Felsheim § 954-***-**** § aczhfe@r.postjobfree.com § Page Two

Professional Experience - (Continued)

RBC Bank - (continued)

Managed general operations of the Regional Corporate Office and led various lines of business in day-to-day office procedures.

Consistently provided the highest quality services while meeting/exceeding deadlines and quality/performance requirements.

Accomplished a high volume of work within strict deadlines. Recognized for quality work, attention to detail and follow-up.

n Resource Team Manager (2010-2012)

Held simultaneous accountability for managing and staffing the floater/resource team for the South Florida Region in support of 80 branch associates. Assess staffing deficiencies and needs in branches and schedule resource team accordingly. Directly managed this team accountable for coordinating their job roles, ongoing coaching and development, and ensuring they met/exceeded sales targets.

Developed, coached and managed the Resource Team and work with them in conjunction with Branch Managers to foster team building, enhance career development, provide feedback, and promote inclusive meritocracy and its value amongst teammates.

Created, implemented and documented best practices and maintained/improved overall quality of service delivery.

Established and implemented several administrative and operating policies, procedures and practices.

Identified opportunities and gaps in service, determined needs, assessed options, and performed team-based problem solving.

IronStone Bank - Fort Lauderdale, FL 2009 - 2010

n Client Support Specialist, Commercial and Business Banking

Coordinated the setup of new loan products for clients and creating proposals.

Prepared credit request packages, exposure and deposit reports.

Analyzed financial statements and prepared financial spread requests for credit review.

Prepared loan documentation and coordinated loan closing to generate revenue and increase profits.

Ensured current financial information was updated for loan compliance audits.

Bank of America - Fort Lauderdale, FL 1995 - 2009

n Treasury Management Sales Analyst, Commercial Banking, AVP (1997-2009)

Developed strategies to grow revenues for general industries clients in South Florida in conjunction with senior manager. Assisted manager and team by supporting a $5M revenue generating portfolio. Responsible for follow-up and resolution of problems

Submitted complete implementation requests to the Implementation Team with all necessary documentation and agreements. Initiated dialogue with clients to ensure understanding of the implementation process and comprehension of details.

Produced price/cost benefit models and consulted with management regarding non-standard pricing and negotiation.

Prepared PowerPoint schematics, proposals and presentations. Also utilized Word, Excel, Outlook, and Account Analysis.

Selected to be an integral part of the Treasury Management Steering Committee that identified methods to improve the Treasury Officer’s role effectiveness. Collaborated with team and product management associates by brainstorming and sharing ideas and experiences then recommending solutions throughout the region.

Recipient of the Spirit of Success Award for exceptional, dedicated service to clients and for exceeding client expectation levels.

n Executive Assistant to the Director of the Real Estate Home Builder’s Group (1995-1997)

Prepared, reviewed, and executed loan documents in accordance with Client Manager requirements including modifications, CERs, waivers and correspondence. Facilitated training of new associates.

Created and maintained various system-developed documents including spreadsheets and worksheets.

Maintained daily, weekly, and monthly reports detailing productivity, service levels and associate reviews.

Coordinated various corporate events by balancing needs with budgets while maximizing the Banks’ image.

Recognized for attention to detail and consistent ability to meet/exceed performance standards.

Chase Federal Bank - Surfside, FL 1994 - 1995

n Lead Teller

Initially hired as a Teller and promoted to Head Teller within 3 months to train, coach and supervise all teller staff.

Ensured all clients were handled and satisfied with exceptional service. Ensured all Tellers were in balance at the end of each day.

Educated and trained new Tellers on the Bank’s operating procedures and compliance.

Set goals for sales and incentives and served as a role model to staff.

Continuously received outstanding service performance appraisal ratings from superiors.

Education

Associate of Arts Degree in Marketing and Merchandising, The Tobe-Coburn School, New York, NY

Community Involvement

Participant in several 5k and 10k running events for charity in South Florida and Georgia benefiting organizations including Kids in Distress, Ft. Lauderdale Junior League, Calvary Chapel Ft. Lauderdale, Baptist Health, Dunn’s Run, Miami Children’s Hospital.

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