Customer Service Management

Mia S. Govan

**** ***** ****** ***. * Philadelphia, PA H: 215-***-**** O: 267-***-**** *********@*****.***

Profile

Experienced administrative support professional with superior office management skills and proficiency in Microsoft Office programs. Quickly became a trusted processor known for “can-do” attitude, reliability and high-quality work. Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts quickly; positive work ethic; and commitment to providing unsurpassed customer service. I excel independently and in a team environment while exceeding organizational expectations. I am able to juggle multiple assignments and meet tight deadlines without compromising my quality and integrity.

Skills Summary

• Records/Document Management

• Spreadsheets/Reports Compilation

• Event Management and Scheduling

• Analytical Skills

• Organizational Abilities • Quality New-hire Training Abilities

• Superior Customer Service Skills

• Ability to Operate all Office Equipment

• Interpersonal Skills

• Data Entry • MS Word Processing

• MS Excel

• MS Access

• MS Outlook

• Lotus Notes

• Working Knowledge of MS Power Point

• People Soft

Professional Profile

LOAN SUPPORT SPECIALIST II

• Provided first class support and clerical duties for the Business Loan Services Renewal Group Underwriting team for all markets within PNC Bank’s foot print.

• Evaluated new and existing applications and credit files for completeness based on Business Banking Credit Policy and Compliance Requirements.

• Ensured the delivery of premium service to underwriters and customers.

• Reviewed and delegated deals to the appropriate underwriting teams.

• Collected all financial documents and data required for underwriting approval.

• Performed deposit and loan systems clearances, calculating Borrower's Total Relationship Exposure and Business Segment Determination.

• Tracked receipt of financial information received in the Credit Administration Tracking System and determined whether financial information requires spreading.

• Solved complex customer issues and matched products to customer needs.

• Liaison between various service partners including Business Banking, Branch, PNC Advisors, NFSC and Treasury Management.

• Processed 300+ automatic renewals monthly for lines of credit less than $250M with a behavioral score A & B.

• Initiated set up of renewals in the Credit Offering Document for lines of credit greater than or equal to $1MM for underwriting.

• Ordered all business guarantors credit reports, D&B (business credit reports) and Good Name searches

• Updated maturity dates in the loan tracking system.

• Sent renewal letters to customers.

• Scanned and upload all pertinent documentation required for underwriting to the Credit File Imagining web application.

• Ability to maneuver dual monitors.

ATM RECONCILEMENT SPECIALIST

• Sorted checks deposited into the ATM machine that are improperly filled out, missing information or fraudulent and determined whether customer deserved proper credit of deposited item.

• Provided exceptional account trouble shooting support for the Customer Service/Call Center, Regulation E Department, Deposit Recovery Unit and branch employees.

• Accurately reconciled the Issuer Adjustment Report, Brokerage Reports and internal back office DDA accounts, to ensure daily posting, clearing and settlement of the General Ledger.

• Adjusted and notated customer accounts for all checks returned to PNC Bank that cannot be paid by the bank it is drawn on.

• Researched and resolved various deposit discrepancies.

• Mail appropriate account adjustment notices to customers.

• Provided support and information to branch employees in regards to customer’s Atm transactions, policies and procedures via telephone, e-mail and fax.

• Made necessary copies of work for future reference and audit purposes.

CURRENCY ROOM TELLER

• Prompt and precise processing of commercial business deposits consisting of cash, checks and coins for various financial institutions, government entities and retailers.

• Accurate and timely settled Federated Stores (Macy and Bloomingdales) accounts and Bank of America business’ deposits accounts along with a variety of numerous smaller accounts.

• Processed over 1000+ deposits daily, handling millions of dollars in cash, checks and coins.

• Prepared and packaged money for shipment to the Federal Reserve Bank.

• Fulfill inbound and out bound bank shipments request.

• Scheduled various Automatic Teller Machines replenishments and balanced the machines residual cash.

• Trained new employees and assisted with other money room responsibilities as need.

Employment History

PNC BANK – Philadelphia, PA 2007-2010

Loan Support Specialist II/Atm Reconcilement Specialist

BRINKS – Philadelphia, PA 2006-2007

Currency Room Teller

Education

UNIVERSITY OF PHOENIX

CURRENT

OVERBROOK HIGH

GRADUATED 2003

EMPIRE BEAUTY SCHOOL

GRADUATED 2005

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