Charlene Dykes

**** ****** ******

Columbia, SC *9205

803-***-****

adxmrf@r.postjobfree.com

SUMMARY

Highly regarded Senior Medicare Broker/Tax Advisor/Trust Officer/Financial Services Manager and Business Analyst with 20+ year’s management experience in an extremely competitive industry. Proven ability to implement strategies that improve client services and increase revenue stream. Analytical and organized; with the ability to identify needs and implement effective solutions. Skilled at matching to assure a “good fit” and high rate of closings. Dynamic leader strongly committed to working with colleagues to achieve goals.

PROFESSIONAL EXPERIENCE

STRATEGIC PLANNING GROUP, LLC, Columbia, SC

Insurance Broker

2012-2023

• Calculate premiums and establish payment method.

• Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.

• Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.

• Select company that offers type of coverage requested by client to underwrite policy.

• Interviewed prospective clients to obtain data about their financial resources and needs, the physical condition of the person to be insured and to discuss any existing coverage.

• Ensured that the policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.

• Confer with clients to obtain and provide information when claims are made on a policy.

• Installed CRM systems and resolve system problems.

• Expert knowledge of Term, Whole Life, IUL’s and Annuities..

• Provide excellent customer service.

PROFESSIONAL EXPERIENCE

SOUTHLAND MEMORIAL GARDENS, Columbia, SC

Family Services Advisor 2019-2022

• Sell cemetery products and services to existing and potential individual customers and associations.

• Provide options and associated costs, including advising client on financing options.

• Coordinate site overviews with clients, including tours around the property.

• Identify own leads and schedules presentations to meet assigned pre-need quotas.

• Ensure the office is maintained in a professional manner to minimize stress to the clients.

• Provide the highest level of service by effectively responding to client/customer both during and after the sales process.

PROFESSIONAL EXPERIENCE

FAMILY FIRST INSURANCE COMPANY, Columbia, SC

Senior Licensed Life Insurance Broker 2012-2023

• Calculate premiums and establish payment method.

• Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.

• Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.

• Select company that offers type of coverage requested by client to underwrite policy.

• Interviewed prospective clients to obtain data about their financial resources and needs, the physical condition of the person to be insured and to discuss any existing coverage.

• Ensured that the policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.

• Confer with clients to obtain and provide information when claims are made on a policy.

• Installed CRM systems and resolve system problems.

• Expert knowledge of Term, Whole Life, IUL’s and Annuities..

• Provide excellent customer service.

PROFESSIONAL EXPERIENCE

H&R BLOCK, Columbia, SC

Office Manager, Tax Preparer 2012-2023

• Responsible for the management of three Columbia, SC office with 24+ tax preparers.

• Advised clients in the tax preparation process and filed federal and state documents.

• Took incoming calls from clients to answer tax questions and set up tax preparation appointments.

• Ensured the confidentiality of each client by following all company procedures regarding information handling.

• Responsible for growing the business by promoting our services and expanding our client base.

• Managed and mentored members of the tax team to greater levels of effectiveness and engagement.

• Provided support with various internal audits and special tax related projects.

• Facilitated and managed the preparation and review company federal tax returns and the timely filing of all tax forms.

• Expert knowledge of H&R Block Accounting System.

• Provided excellent customer service.

ARLINGTON FAMILY OFFICES, Birmingham, AL

Senior Trust Officer VP 2011-2012

• Responsible for the management of all new accounts procured.

• Developed and expanded Family Office presence within the community by participating in community events and serving on Committees/Boards of Charitable Organizations.

• Provided advice in one or more of the following areas: personal trust, institutional trust, retirement plan services, estate and tax planning, private banking, and/or investments.

• Served as the primary point of contact for customers for their financial service needs. Coordinated planning efforts with attorneys, accountants, CLUs, other trust personnel and clients.

• Serviced existing trust accounts by communicating with grantors and beneficiaries to determine that trust agreements are being carried out as intended.

• Performed trust accounting functions for accounts: assisting with distributions, preparation of tax information, billing of trust fees and preparing various internal and external reports.

• Attended Trust Committee meetings. Provided account reviews, makes investment recommendations where necessary, and carried out policies as set forth by Arlington Trust Company.

• Adhered to all Trust Company written policies and procedures. Administered trust accounts and plans in accordance to state, federal, and regulatory guidelines and rules.

• Expert knowledge of SunGard AdVantage Trust Accounting/CRM System.

STANFORD TRUST COMPANY RECIEVERSHIP, Houston, TX

Trust Operations Manager/Senior Trust Officer/Trust Business Analyst VP 2008-2012

• Provided strategic and tactical support by analyzing and interpreting supporter and financial data in order to make recommendations on strategy development and decision making.

• Expert knowledge of SEI Trust Accounting System; Implemented and monitored Forensic Accounting.

• Managed conversions to Merrill Lynch, Oppenheimer, Northern Trust, Bank of America, Sterne Agee Financial, Global Bridge Financial and The Entrust Group, Inc.

• Managed Trust Tax processing with Thomson Reuters and tax conversion to Successor Trustees’.

• Coordinated and submitted weekly/monthly conversion progress reports.

• Reviewed and completed monthly revenue recognition.

• Ensured Project Managers and Senior Executives are aware of risks identified during conversions.

• Participated in SEI Beta testing, resolved technical issues with new products prior rolling out to SEI clients.

• Prepared and provided necessary financial information (i.e. retention and review of final invoices) and other related financial information/documentation to closeout the company.

• Analyzed current business system, electric and manual, triggering event(s) inputs to systems, secondary products and activity flow; recommended and initiated system testing.

• Worked with clients, colleagues, and Relationship Managers to establish and maintain new accounts; reviewed/summarized trust agreements and estate planning documents governing client relationships; performed/supervised trust administrative duties and responsibilities set forth in trust agreements; reviewed client and regulatory reporting; and exercised discretion in approving distributions from trust and estate accounts.

• Managed Settlement & Asset Collection responsibilities include collection/marshaling of incoming assets, income verification and settlement, distribution of outgoing assets, control and maintenance of account rebalancing, processing due to mergers, acquisitions, and stock splits.

• Managed Fee Processing/Charged responsibilities include daily cash management of all trades, reconcilement of all money market funds, pending of trades to the system, affirming trades to custody system, fee charges/collections, and oversight of client cost basis.

• Responsible for the preparation and accurate filing of federal and state corporate, partnership and trust tax returns. Assisted in any tax audits and tax research projects and streamlined tax reporting flows when possible.

• Managed $998 billion in assets and communicated daily with trust administrators and outside investment managers for trade coordination, corporate reorg/actions/changes, resolution of open issues dealing with administrative transactions, operational transactions, account set ups and tax matters.

• Coordinated and managed administrative processes; analysis and development of procedures and programs. Met with company personnel to explain plans’ benefits and processes.

• Managed the internal & FDIC audits; Expertise knowledgeable of ERISA and Securities compliance processes and practices; Researched, reviewed and adhered to Federal/State and local regulations and laws.

• Coordinated efforts with a cross-functional team to develop models and processes that ensured compliance with the Controller {Sarbanes Oxley Law}.

Significant Accomplishments:

Developed Stanford Trust Company Policies and Procedures

Trained Stanford Trust Employees; SEI Trust Accounting System and Policies and Procedures

Managed Seven Conversions and Developed Strategy to Liquidate Company

CAROLINA FIRST BANK, Columbia, SC

Branch Manager/Treasury Business Analyst VP 2006-2008

• Developed and Rolled Out Inside Sales for Treasury Management.

• Developed and integrated specific market and tactical plans for retail consumer and small business and achieved overall business plan/budget.

• Achieved branch deposit volume production, product sales goals, line of business referral goals, loan volume production goals and credit life penetration goals through the consistent application of related sales skills.

• Originated quality consumer loans by interviewing loan applicants, gathering necessary loan underwriting data, conducting credit investigation and analysis of requests, completing credit scoring model, originating and closing all loan documents, clearing collateral exceptions, and obtaining proper loan approvals.

• Ensured the efficient flow of operations within the branch through proactive branch management.

• Primary responsibility for the “out bound” sales effort to expand the bank’s deposit base.

• Demonstrated a thorough knowledge and aptitude in all aspects of deposit sales including, product knowledge, operational processes, and account analysis, cash management services, internet banking and alternative delivery channels used and promoted by the bank.

• Undertook outbound calling efforts to prospects designed to convert them into customers.

• Represented the bank in the community and maintained a business referral network.

• Identified cross selling and referral opportunities to commercial lenders and other departments within the bank Follow-up on client and commercial lender referrals to ensure the overall bank reaches its deposit goals.

Significant Accomplishments:

Trained Bank Employees ABA Principles of Banking

Trained Bank Employees ABA Principles of Trust

Developed and Implemented Treasury Management Inside Sales

Recommended and Initiated System Testing

FIRST CITIZENS BANK, Columbia, S.C.

Trust Operations Manager/Senior Trust Officer/Trust Business Analyst VP 1975-2005

• Provided strategic and tactical support by analyzing and interpreting supporter and financial data in order to make recommendations on strategy development and decision making.

• Expert knowledge of Auto Trust/SunGard Charlotte Accounting System.

• Coordinated and submitted weekly/monthly conversion progress reports.

• Reviewed and completed monthly revenue recognition according to Human Resources implemented strategy.

• Ensured Project Managers and Senior Executives are aware of risks identified during conversions.

• Participated in SunGard Trust Beta testing, resolved technical issues with new products prior rolling out to clients.

• Prepared and provided necessary financial information (i.e. retention and of review of final invoices) and other related financial information/documentation to closeout the company.

• Prepared detailed Excel and PowerPoint presentations to include financial and operational analyses, utilizing data and reporting tools, for the use of senior management and project teams.

• Interacted with Contracts, Accounting, Program Managers and Business Managers regarding project related issues.

• Created project initiation to ensure proper contract set-up and definition of appropriate billing and revenue streams.

• Worked with clients, colleagues, and Relationship Managers to establish and maintain new accounts; reviewed/summarized trust agreements and estate planning documents governing client relationships; performed/supervised trust administrative duties and responsibilities set forth in trust agreements; reviewed client and regulatory reporting; and exercised discretion in approving distributions from trust and estate accounts.

• Managed Settlement & Asset Collection responsibilities include collection/marshalling of incoming assets, income verification and settlement, distribution of outgoing assets, control and maintenance of account rebalancing, processing due to mergers, acquisitions, and stock splits.

• Responsible for the preparation and accurate filing of federal and state corporate, partnership and trust tax returns. Assisted in any tax audits and tax research projects and streamlined tax reporting flows when possible.

• Managed the internal & FDIC audits; Knowledgeable of ERISA and Securities compliance processes and practices; Researched, reviewed and adhered to Federal/State and local regulations and laws.

• Managed Settlement & Asset Collection responsibilities include collection/marshalling of incoming assets, income verification and settlement, distribution of outgoing assets, control an maintenance of account rebalancing, processing due to mergers, acquisitions, and stock splits.

• Managed Fee Processing/Charged responsibilities include daily cash management of all trades, reconcilement of all money market funds, pending of trades to the system, affirming trades to custody system, fee charges/collections, oversight of client cost basis.

• Managed and Administrated FCB IRA accounts .

• Managed all Corporate Trust accounts.

• Managed Stock Transfer/Registrar issues for twelve banks.

• Managed Bank shareholder proxy meetings for twelve banks.

• Managed $998 million in assets and daily communicated with trust administrators and outside investment managers for trade coordination, corporate reorg/actions/changes, resolution of open issues dealing with administrative transactions, operational transactions, account set ups and tax matters.

• Coordinated efforts with a cross-functional team to develop models and processes that ensured compliance with the Controller {Sarbane Oxley Law}.

• Coordinated and managed administrative processes; analysis and development of procedures and programs. Met with company personnel to explain plans’ benefits and processes.

• Researched, reviewed and adhered to Federal/State and local regulations and laws.

• Responsible for internal & FDIC audits; Knowledgeable of ERISA and Securities compliance processes and practices.

• Recommended and initiated system testing.

• Managed Fee Processing/ calculated Financial Advisor commissions,

Significant Accomplishments:

1997, 1998, 1999 FCB Top Sales Award and 2002 FCB Banker of the Year Award

Developed Trust Operations Policies and Procedures

Managed and Facilitated Trust Conversion; Acquisition of Citizens Bank (2002 – 2003)

Managed and Facilitated Trust Conversion; Acquisition of First Bank & Trust of GA (2002 – 2003)

Managed and Facilitated Trust Conversion; Retirement Accounts to Federated (2003 – 2004)

Managed and Facilitated Trust Conversion; Acquisition of Bank of Tacoa (2003 – 2004)

Managed and Facilitated Trust Conversion; Acquisition of People’s Community Bank (2004 – 2005)

• Achieved sales targets by adopting innovative sales management techniques.

• Handled the tasks of solving queries and problems of clients and staff.

• Mainly responsible for looking after the administration and daily operations of the bank.

• Provided daily reports to the manager.

• Responsible for approval and rejection of credit applications and loans.

• Successfully opened one hundred and twenty five new saving accounts .

• Created new business opportunity for the bank.

• Handled the tasks of managing vault operations .

Education and Training

Enrolled Agent 2023

LIBERTY UNIVERSITY 2012

Bachelor of Science in Business Administration

VILLANOVA UNIVERSITY, Tampa, FL 2010

Master Certificate in Business Analysis

MIDLANDS TECHNICAL COLLEGE, Columbia, SC 2005

Certified Financial Planner CFP

CANNON FINANCIAL INTSITUTE, Notre Dame University, CSOP III 2005

CANNON FINANCIAL INSTITUTE, Notre Dame University, CSOP II 2004

CANNON FINANCIAL INSTITUTE, Boston University, CSOP I 2003

AMERICAN BANKERS ASSOCIATION

Management Skills 2002

Trust Operations 2001

Principals of Bank Operations 2000

SOUTHEASTERN TECHNICAL COLLEGE

Vidalia, Georgia 1993

Associates in Accounting

NORTH AMERICAN CORRESPONDENCE SCHOOL 1990

Scranton, PA

Medical/Dental Office Assistant Diploma

ROCKHURST UNIVERSITY NATIONAL SEMINARS

*Creative Leadership *Business Grammar for Busy Professionals

*Managing Projects and Priorities *Management Skills

*Communicating with Tact and Skill *Fundamentals of Effective Project Management

*Essentials of OHSA Compliance 2002 *Time Management & Organizational Skills

*How to Excel at Supervising People *How to Handle Unacceptable Behavior

*Communicating with Tact and Finesse *Management and Leadership Skills

*How to Handle Difficult People *Coaching, Mentoring & Team-Building Skills

References Upon Request

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