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Customer Service Manager

Ruther Glen, Virginia, 22546, United States
March 09, 2011

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MALYSA FORTUNE *** Waring Dr, Ruther Glen, VA ****6

________________________________________ • Cellular 540-***-****


Over 13 years of progressive, comprehensive experience as an innovative banking professional. Demonstrated ability to effectively plan, coordinate and meet deadlines of multiple projects. Noted for positive rapport with co-workers and clients. Detail oriented, with a proven ability to successfully contribute to company objectives. Self motivated and confident, able to make decisions to resolve issues.


Union First Market Bankshares Corporation, Ruther Glen, VA April 2010 to Present

Deposit Service Project Coordinator

Lead the project team and coordinate the projects within the department. Ensuring the effective preparation and delivery of all projects. Analyze problems and anticipate the department’s needs. Work closely with outside resources. Develop, test and implement efficiencies for the department. Develop policies and procedures, recruited and trained staff, and initiated and enhanced systems.

Analyzed and improved departmental operations resulting in increased productivity but finding many efficiencies by developing queries for balancing tasks and exporting them into an excel sheet.

Educate the team on excel so they are more proficient in their tasks.

Revising and implementing up to date procedures for teammate’s tasks.

Earned a reputation as a valuable and cooperative teammate by: being fair, honest, and willing to help others when needed; effectively resolving conflicts at appropriate times; and assisting new managers and other staff to become familiar with policy and operations

Team player, patient and adaptable when working with a wide range of personalities. Dedicated and focused to meet operational commitments and deadlines

Union First Market Bankshares Corporation, Ruther Glen, VA November 2007 to April 2010

Deposit Service Representative

Responsible for providing branch support to over eighty branches that operate under Union First Market Bankshare's umbrella. Reconciled assigned general ledgers and research general ledger outages on a daily basis. Reconciled teller cash drawers and research all cash outages to determine a resolution. Process non-post reports to ensure customers receive credits to correct accounts. Assist teammates with questions and perform research for missing or incorrect posted items. Ordered foreign currency for customers. Processed Foreign collections to ensure customer’s received credits in a timely manner.

Ayers Trucking, Spotsylvania September 2006 to December 2009


Prepared, controlled, balanced and checked Accounts Payables, Accounts Receivable and other General Ledger accounts. Review and recorded payments and invoices in accounting software to better track. Paid all invoices in a timely manner. Verified accuracy of computerized and manual accounting records. Maintained complete sets of financial records.

Started the bookkeeping process from start to finish. Implemented all GL and set them up in the computer software.

Carter Bank & Trust, Stafford VA 1997 to 2007

Branch Manager

Ensured that the branch was opened and closed according to policy and procedure. Managed tellers, CSR to make certain all cash handling and account opening procedures were followed. Researched and cleared all cash items. Processed all Accounts Payables invoices for the branch. Hired, trained, and scheduled all personnel at the branch. Educated all personnel required regulations by the Federal Reserve Board. Assisted with customers’ disputes on clearing items on their statements and discrepancies between the statement and their checkbook. Developed policy and procedures.

• Initially hired as entry-level teller; promoted due to accuracy, speed, and skills

• Cash handling, customer service, balance drawer, petty cash, and place orders for inventory

• Received the best audit that the bank has every had in their 30 years of operation


Strayer University, Stafford Virginia 2011

B.S., Accounting

GPA: 3.77

Dean's List multiple terms while working 40 hours weekly

High academic standing.

Member, The National Society of Collegiate Scholars

Strayer University, Stafford, VA 2009

A.A., Accounting

GPA: 3.80

Dean's List multiple terms while working 40 hours weekly

High academic standing.

Member, The National Society of Collegiate Scholars

Graduated Magna Summa Cum Laude.


MS Office XP products, proficient in Excel and Word

Detail orientated, analytical and problem solving

Peachtree and QuickBooks

Invoicing and Purchase Orders

Project Management

Policy/Procedure Development


Staff Training

Time Management

Self Motivated and Ambitious


Member, Virginia Association of Certified Public Accountants, 2010

Member, The National Society of Collegiate Scholars, Stafford Virginia, 2009

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