Customer Service Manager

YOLANDA Y. GRIFFIN

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**** ******* **** ***** ********* NC 28262, Direct 704-***-****, *******@***.***

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Executive Profile

Over 18 years of progressive, comprehensive experience as an innovative Financial Service Professional. Demonstrated ability to effectively plan, coordinate and meet deadlines of multiple projects. A positive, innovative leader; consistently promoted within company and open to fresh ideas and championing an environment of transparent communications that welcomes feedback and inspires teams to excel. Noted for positive rapport with co-workers and clients. Detail oriented, with a proven ability to successfully contribute to company objectives. Areas of expertise include:

• Financial Reporting • Administrative Assessment • Operations/Financial Analysis

• Superior Customer Service • Account Management • Organizational Management

• Debt Collection/Payment • Vast Knowledge of Products • MS Word, Power Point,

Arrangements & Services Windows, & Excel

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Career Achievements

• Highly regarded for ability to resolve wide variety complex issues by managing the coordination of workflow to ensure timely resolution.

• Devised and implemented significant cost-reduction, revenue increase and cash flow improvement measures throughout professional career by working with sales teams, client managers, and business partners.

• Extensive experience in Consumer, Business Banking, and Global Banking, including rapid advancement throughout career.

• Achieved Department Recognition for sharing knowledge and experience with other associates.

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Professional Background

OPERATIONS JR ANALYST/Contract

2012-Current

WELLS FARGO Charlotte, NC

• Establish and update customer entity records for legacy Corporate and Investment Banking systems

• Reconcile account entity set-up consistency across systems to ensure proper management and risk reporting.

• Continually review customer records to maintain structural data integrity. Perform special research and/or maintenance projects and database conversions as required.

• Assist the salespeople and the operations department to service our customers. Interact with the CIB Credit and Finance departments to identify and maintain the integrity and structure of "Credit Approved Customers" as well as the issuers with whom we deal.

• Interact with and process data as provided by third party data providers. Provide assistance with maintaining regulation for the SEC, NYSE, AML, Patriot Act, IRS, NASD, CBOE, etc. Serves as liaison between Legal, Credit, Compliance to maintain client changes / revisions for client accounts.

• Provides information needed for internal and external audits for new account and legal entity mapping.

• Thorough understanding of customer data requirements as related to the banking and securities industries

FRAUD/CLAIMS ANALYST 11/QUALITY REVIEW ANALYST II

2009 -2012

Bank of America Charlotte, NC

• Reviews potential accounts for prevention and detection of possible fraud transactions

• Investigate and decision daily incoming WIRE,P2P, ACH, Counterfeit, Forged maker, Unauthorized withdrawal claims using multiple systems and tools: May debit or credit customer ‘s account appropriately

• Provides review and analysis of risky or exception conditions on accounts

• Ensures that all cases are resolved in compliance with Industry regulations and bank procedures, integrity levels of department case management system and financial controls

• Collaborate with other departments, banking center and team mates to identify opportunities by listening, observing and tracking frequent fraud request

• Responsible for performing quality audits on basic fraud claims identifying REG E & Procedure errors.

• Identify trends from the quality audits and develop training

• Communicate with Leaders on team performance and trends identified

TREASURY SERVICE ADVISOR 2009~ 2012

Bank of America Charlotte, NC

• Provided day-to-day account servicing and resolution for specialized business and commercial clients; solving complex inquiries and operational requests

• Served as field expert for banking centers and premier client managers with loan products and treasury services

• Collaborate with the sales team to identify opportunities for revenue growth by listening, observing and tracking frequent request from the client that ultimately resulted a profit gain for the bank as well as improved processes for the client

• Managed accounts ranging from $500,000-$1,000,000 and ensuring excellent customer service was being upheld on a regular basis

ACCOUNT MANAGER, Risk Control-Collections Department 2003 ~ 2006

Bank of America Norfolk, Virginia

• Coordinated collection on multiple stages of delinquency via automated dialer system and manual code

• Used dynamic customer service skills negotiating repayment to include monthly payment settlements, and paying balance in full

• Highly knowledgeable of laws, regulation, risk management, financial loss and forecasting, governing the rules of collection

• Successfully handled extensive skip tracing using Fast Data, Model, and Image View

LOAN CONSULTANT/PROCESSOR 2001 ~ 2003

Chartway Credit Union Virginia Beach, VA

• Responsibilities include processing real estate loan applications, 2nd mortgages, and developing excellent customer rapport

• Ensured loan agreements were complete and accurate according to policy

• Solicit and process various types of loan applications for business and personal customers; effectively promoted the Credit Union products and services

• Analyzed applicant's financial status, credit, and property evaluation to determine feasibility of granting loan

INTERNAL REVIEW SR. CUSTOMER SERVICE PROFESSIONAL 1999 ~ 2001

Bank of America Norfolk, VA

• Assisted team manager in daily operational duties; acting as manager in their absence

• Utilized management skills by performing daily audits of the Call Center's work to identify policy & procedural errors and reports

• Consistently meeting/achieving service level goals & objectives by collaborating with entire department identifying opportunities for improvement

CUSTOMER SERVICE PROFESSIONAL 1998 ~ 1999

Bank of America Norfolk, VA

• Answered inbound calls, assisted customers with account information, placed orders, and assisted customers with technical support

• Achieved accolades for ability to resolve a multitude of complex service issues by showing excellent customer service vast knowledge of products and services

• Responsible for handling customer's account transactions & maintaining credit file

• Opened variety of new accounts for customers and determine the options used by the customer

ACCOUNT MANAGER, Risk Control-Collections Department 1997 ~ 1998

Bank of America Norfolk, VA

TELEMARKETING SERVICES, REPRESENTATIVE, Card Sales Department 1995 ~ 1997

Bank of America Norfolk, VA

DATA ENTRY OPERATOR III, Payment Research 1994 ~ 1995

Bank of America Norfolk, VA

OPERATIONS SPECIALIST V, Technical Services Department 1992 ~ 1994

Bank of America Norfolk, VA

DATA ENTRY OPERATOR II 1991 ~ 1992

Bank of America Norfolk, VA

PROOF OPERATOR 1990 ~ 1991

Bank of America Norfolk, VA

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Computer & Operating Systems Knowledge

COMPUTER TRAINING

Webster Computer Systems

Boss and Fast Computer Systems

Merlin Computer Systems

Bass

SYSTEMS USED

Coin, Fast, Outlook, IDS, Infinity, Vista, CDA 2000, Direct Support, Inform, TFR, ZBA, Document Direct, FDES, GTS, Fast Data, Lean, Model, Merlin, Cross, FES, Right Fax, Caps,Actimize, Compass and Ciber, Genesis, VROL, Oscar

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Education

Certified Paralegal

Norfolk State University Norfolk, VA

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