Analyst/ Customer Service

FRANCENE TOWNSEND

*** **** ***** • Red Lion, PA *7356

Phone: 443-***-**** • Email: *********@*****.***

PROFESSIONAL SUMMARY

Experienced banking operations professional with over 30 years of expertise in lockbox management, system administration, and customer service. Skilled in process optimization, data integrity, and team leadership. Proven ability to manage complex workflows, implement new technologies, and maintain strong client relationships. Adept at training staff, overseeing audits, and ensuring compliance with security and operational standards.

OBJECTIVE

To obtain a position that allows me to further develop my skills and contribute to organizational success.

PROFESSIONAL EXPERIENCE

Wells Fargo Bank – Columbia, MD

Manager / System Administrator – Lockbox Department (1993 – 2024)

Manage daily operations of the Lockbox Department, ensuring accuracy and compliance.

Conduct customer service activities, including conference calls with clients, Sales Officers, and Lockbox site teams.

Maintain and track customer data to prevent errors and mitigate risks.

Oversee site system and facility security; perform audits to ensure compliance.

Handle customer inquiries regarding account data, requirement changes, and new account setups.

Develop and maintain spreadsheets for employee data, productivity metrics, and error tracking.

Program accounts for transmissions and data entry; supervise workflow to meet deadlines.

Manage employee schedules, attendance, and performance.

Convert accounts from DMP platform to RIDS platform; train staff on new systems and processes.

Conduct tours for internal teams, existing clients, and prospective customers.

Set up and maintain credit card processing systems; collaborate with ITS Group for account testing.

Prepare monthly budget spreadsheets and financial reports; upgrade software as needed.

Oversee equipment installations, including data lines and power setups.

Build and maintain relationships with internal Sales Officers and external vendors.

EDUCATION

Institute of Notre Dame – Baltimore, MD

General High School Education (1985–1989)

Essex Community College

Attended 1989–1992

INTERESTS & ACTIVITIES

Spending time with family and friends

REFERENCES

Available upon request

KEY SKILLS

Leadership

Data Management

Customer Service

Process Improvement

Budget Management

System Administration

Team Training

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