Manager Customer Service

James Brenkus

* ******** *****; Newnan, GA ****5

678-***-****; **********@*****.***

INTRODUCTION:

I have over thirty years of supervisory and managerial experience in bank operations departments, primarily in MICR and Image Items Processing: check, retail and wholesale lockbox, ATM, Returns, Proof, etc. I have recruited, interviewed, hired, trained, counseled, appraised, and unfortunately, terminated staff. My knowledge, skills, and experience are ideally suited to managing areas that have large volumes and staff, strict deadlines, and require dedicated software and high speed processing equipment. I pride myself on instilling a ‘Sense of Urgency’ in my staffs,staff retention, and rarely miss posting or physical and electronic deadlines.

EMPLOYMENT HISTORY:

Wachovia Bank, Charlotte, NC; Retirement Svcs Manager; 2/2009 to 08/2010; supervise 8 processing specialists (production and administrative duties) entering/auditing investments

Wachovia Bank, Atlanta, GA, ATM/Proof Manager, 4/2006 to 7/2008, manage ~25 ATM and ~25 Proof associates; helped install Profit Stars Image Center ATM processing system; 7780 image capture devices.

Wachovia Bank, Columbia, MD, WLX Weekend Manager, 9/2005 to 4/2006, managed ~25 associates using scanners and NCR 7780s.

Enterprise Information Services; Vienna, Virginia; 12/2002 to 06/2005; Consultant, assisting with their verbal bid presentation for a government contract; if successful, will become Philadelphia site manager.

Fiserv, Philadelphia, PA, IP Mgr. II, 06/02 – 12/02, managed 5 direct and ~110 clerical/Proof associates in a service bureau check and returns processing (CPCS, IIPS, and Clearpath) environment for 470+ clients.

Regions Bank, Birmingham, AL, Offshift Item Processing Manager, 10/99 - 01/02: Managed 6 direct and ~20 indirect associates and ensured timely and accurate check processing using CPCS. Reduced Transit (CLAS) errors to 1/10th of one percent, wrote error recovery procedures for reject re-entry (MICR8000), delegated responsibility and authority to Balancing (ORSS) direct reports, which resulted in meeting posting deadlines over 99% of the time

First Union National Bank, Charlotte, NC, Retail Lockbox, Senior Team Leader, 6/98-4/99: Managed 8 production areas on the weekend day/twilight shifts which consisted of 3 exempt and 90 non-exempt associates in a fast paced, client/deadline oriented environment. Coordinated weekend Image conversion (Wausau software) and wrote

error recovery procedures.

Key Bank, Cleveland, Ohio, Shift Supervisor, 5/96 - 5/98: Supervise 25+ associates in four areas of item processing using CPCS: Sorter Operations (IBM 3890/XP), Reject Repair/Reentry (NCR 7780), Balancing (ORSS), and Transit (ACLS). Other responsibilities: Control Machine, appraisals, counseling, performance statistics, etc. Developed an extensive internal cross-training program. Helped to implement new systems: Image reject reentry (MICR8000), Control Machine, and Time Keeping System (Kronos).

Travelers Express Company, Atlanta, Georgia, Site Supervisor, 7/91-7/95: Supervised 6-8 associates in all phases of check processing using SuperMICR: sorter capture, HSRR, OLRR, balancing (Vector 7), proof, research/adjustments, customer service, etc.: Reduced absenteeism by 90%, customer service response time by 90%, overtime by 90% and errors by 85%. Cross-trained my staff in all phases of check processing

Brenkus & Associates, Pittsburgh, Pennsylvania, 1/89-6/91: Majority owner and manager of a government subsidized apartment building.

Mellon Bank, Pittsburgh, PA

Multi-Unit Manager, Operations Officer 1987-1989

Deposit Receiving/Preparation Manager 1985-1987

Reader/Sorter Twilight Supervisor 1983-1985

Reader/Sorter Midnight Asst. Supervisor 1978-1983

Reader/Sorter Twilight Senior Operator 1970-1978

COMPUTER EQUIPMENT KNOWLEDGE

* IBM check processing equipment: 3890 MICR reader/sorter, 3895

MICR/OCR reader/inscriber [first generation image and CAR (courtesy

amount recognition)].

* NCR check processing equipment: 7740/60/66 encoders and 7780 and I-Trans sorters

* Opex mail sorter/extraction models: 30, 50, and 150 (includes image

processor).

* Unysis MICR/Image sorter (S4000).

EDUCATION

Point Park University, Pittsburgh, PA.; BS Business Administration.

Dean’s List - all semesters. G.P.A. = 3.62/4.00.

Contact this candidate